About this guide and its review
Report a problem clearly
Try the simple next step
| Problem | First step |
|---|---|
| The page cannot load | Check your connection and choose Retry |
| A save was not confirmed | Check the record before repeating the action |
| Your session ended | Sign in again |
| An action is not allowed | Ask the clinic owner to review your access |
| A field is rejected | Follow the explanation beside that field |
| The page is slow or looks wrong | Keep the page context and report what you see |
Do not clear browser data to fix an error when unsynchronized work may exist.
Send a useful report
- Choose Report problem on the error, or open Help and support → Send a request.
- Write what you tried, what happened, and what you expected. A short title is optional in the support form.
- Add a screenshot if it helps, using the steps below.
- Review Preview what will be sent where offered. Additional technical details are optional.
- Send and keep the confirmation/reference. Use My requests to follow a saved support request when available.
Explain the action and result, review any image and optional context, then send deliberately and keep the reference.
Add an image safely
Opening either reporting form does not capture or send an image automatically.
Choose Capture and allow the browser to share the SINA window, or upload a PNG/JPEG screenshot. Review it, enlarge it if needed, and select I reviewed this image and want to attach it. Preparing the preview alone does not attach it. You can remove it before sending.
The capture keeps the window's visible text; it is not automatically redacted. Hide patient names, medical/financial details, passwords and unrelated windows before capture. If capture is unsupported or cancelled, use a safe uploaded image or send a clear description without one.
What to expect
The error reporter keeps a safe reference and page/time context. The support workspace also offers request category and a history of permitted requests. The additional diagnostic option helps explain browser or connection problems; inspect it rather than pasting technical bundles into the description.
Accepted/queued means the request was recorded, not that a person has read it or an email was delivered. If sending fails, keep the form and retry. An unsent error report may be lost on reload. Demo reports stay in the local demo and do not contact real support.
Useful example: “In Appointments, I chose a 30-minute slot. After Save, the page kept loading. I expected the appointment to appear.” No patient name is needed.