1. Check That You Are in the Correct Record
If the issue relates to a client or consultation, first confirm that you have opened the correct client record and consultation.
Review the information already displayed before entering or changing anything.
2. Refresh the Page
If a page or section is not responding as expected, return to a safe point in the workflow and refresh the page.
After refreshing, reopen the correct client or consultation and check the information before continuing.
Important: do not refresh the page while you are actively entering or dictating information that may not yet have been recorded.
3. Check Your Internet Connection
Check that your internet connection is working normally if Assess Treat Record is slow to respond or a page is not loading as expected.
This is a general check and does not necessarily mean the internet connection is causing the problem.
4. Close and Reopen Assess Treat Record
If the issue continues, close the Assess Treat Record browser tab and reopen the application.
Return to the correct client or consultation and check the existing information before entering anything again.
5. Is Your Issue Covered Here?
- Login or Password Problems
- Speech-to-Text or Microphone Problems
- Can’t Find a Client?
- Can’t Start or Continue a Consultation?
- Saving or Navigation Problems
6. Before Trying Again
Check whether the action you were attempting has already been completed before repeating it.
This is particularly important when creating clients, consultations, notes or other clinical records, as repeating an action may create duplicate information.
Check Before Repeating an Action
Review the current client or consultation first so you do not accidentally create duplicate records or enter the same information twice.
7. If the Problem Continues
If the issue continues after completing the relevant troubleshooting checks, make a note of what happened so the problem can be investigated more easily.
What you were trying to do
Which page or section you were using
What you expected to happen
What happened instead
Approximately when the issue occurred
A screenshot can also be helpful where appropriate.
Important: do not include identifiable client health information in a screenshot or support message unless an approved secure support process specifically requires it.
Need Further Support?
If the issue is still unresolved, contact Assess Treat Record support with a brief description of the problem.
Protect Client Privacy
When requesting technical support, avoid sending identifiable client health information unless it is necessary and an appropriate secure process has been provided.