NS - Knowledgebase

Problem

A member of staff cannot sign in. The password is refused, the account says it is locked, or they are asked for a code they cannot produce.

Background

Signing in has two steps, and they fail differently. First the practice is identified, then the person is. Several separate controls sit on the second step - the password, the account lock, multi-factor authentication and, if the practice uses it, IP restriction. Working out which one has stopped them is most of the job.

Resolution

Work through these in order.

1. Check they are past the practice step. The first screen asks for the practice, the second for the person. Staff often type their own username into the practice screen. If they never reach a screen asking for a password, they are stuck on the first step and need the practice name and PracticePass, not their own details.
2. Look for the lock. Open the Admin page and find them in the Users list. A locked account carries a red Locked badge; hover it to see when the lock lifts and how many failed attempts caused it. Five failed attempts locks the account for 15 minutes. Waiting is enough, or an administrator can clear it now: click Unlock Account on the row, or open Edit User and use Unlock Account beside Account Locked:.



3. Check whether MFA is the obstacle. Read the MFA column. MFA Required - Not Enrolled means they must finish setting up a second factor before they can go further - that is working as intended, and they complete it from their own Account page. See Setting Up Multi-Factor Authentication.
4. If they have a new phone, their authenticator no longer holds the enrolment and the codes will never be accepted. An administrator opens Edit User and clicks Reset TOTP beside Authenticator App:; the user then enrols again.
5. If codes are rejected but the phone is the same, the phone clock has probably drifted. These codes are time-based, so a phone a minute out produces codes the server will not accept. Set the phone to update date and time automatically, then try again.
6. If they are working somewhere new, check whether Use IP Authentication: is on in the Authorized IPs section. If it is, their connection must be on the list. Their attempt will be sitting there as a request - click Authorize on the row once you are satisfied it is really them. Mobile data counts as a different connection from clinic wifi.
7. If the password is simply wrong, an administrator can reset it from Edit User. A user who knows their current password can change it themselves from Account using Current Password, New Password, Confirm New Password and Update Password.

If the whole practice is locked out and IP authentication is on, the practice address has most likely changed - after a power cut or a router restart. Nobody inside can correct it, because the Admin page sits behind the same check. Contact NaturaeSoft support.

A note on shared logins. If the answer keeps being that several people use one account, fix that instead. Each person needs their own login: shared accounts make the audit trail meaningless, and one person changing the password locks out everyone else.

Problem

A line was taxed at a rate nobody expected - too much, too little, or nothing at all - or two similar orders came out taxed differently.

Background

The rate on a line is not read live from your settings. When the line is created, OfficePro works out the rate from the order's tax group and the product's class, and saves that figure onto the line. The line keeps it from then on.

That is deliberate - it is what stops a rate change from silently rewriting last quarter's takings - but it means an old line can legitimately carry a rate that no longer matches your current settings. Two orders taxed differently is often two orders raised either side of a change, not a fault.

Resolution

Work from the line outwards.

1. Check when the line was created. If it predates a rate change, the figure is correct and should be left alone. Repricing it would misstate a period you have probably already filed.
2. Check the product's tax class. A product that should be reduced-rate or exempt but was never classified counts as Standard and is charged the full rate. This is the most common cause of "too much tax".
3. Check the class actually has a rate. On the Admin page open Tax Rates by Product Class. An empty box for that class does not mean exempt - it means taxed at the normal rate. If your state exempts the class, the box must contain 0. This is the most common cause of groceries being charged full rate.
4. If a class you set to 0 is still taxed, check the OTHER jurisdictions in the group. Class rates are per jurisdiction, so 0 against Exempt on the state still leaves the county and city charging their normal rate. In Tax Rates by Product Class, a grey figure is an inherited rate - grey under Exempt means that jurisdiction is still charging.
5. Check which group the order used. The group comes from the destination through Ship-To Regions. An order shipped somewhere unexpected, or falling through to Everywhere else, will use a different group than you assumed.
6. If tax came out as zero, look at whether the group has any jurisdictions attached. An empty group means "no tax here" - correct for out-of-area orders, wrong if it happened to your local group because nobody attached the jurisdictions after creating it.
7. If the rate is absurd - hundreds of percent - a rate has been typed as a percentage instead of a decimal. 4.85% must be entered as 0.0485. Open the jurisdiction under Sales Taxes and check.
8. Compare against the summary. What Each Tax Group Actually Charges shows the rate every group and class combination resolves to. If that figure matches the line, the configuration is doing what it is set to do and the setting itself is what needs changing.

If the Group Rate column disagrees with what was charged

The Group Rate shown against a group is a stored summary, refreshed only when somebody opens that group and saves it. Charges are always calculated from the jurisdictions in the group, so if the two disagree, the charge is right and the summary is stale. Open the group and save it to bring the display back in line.

Correcting a line that really is wrong

Fix the configuration first, or the next order repeats the error. Existing lines keep their stored rate, so any already-wrong line has to be corrected on the encounter itself. If the period is closed or the return is filed, talk to your accountant before altering it - the fix for a filed period is usually an adjustment, not an edit.

Problem

A card is refused at the point of redemption, shows a balance the customer disputes, or reads as zero when it should hold value.

Background

A card carries three things that can each stop a redemption: its Status, its Balance, and whether the sale that funded it was ever actually paid. Selling a card adds it to a visit as a charge - if that visit was never settled, the card exists but was never paid for.

Resolution

1. Read the card first. Use Check Gift Card Balance, which reads it without touching a visit. That immediately separates "the card is empty" from "the redemption screen is not working".
2. Check the Status. In the Gift Cards section on the Admin page, find the card by its Card UID. A cancelled or closed card will not redeem however much balance it shows.
3. Check the history. View full transaction history lists every load and redemption with the balance after each. A customer who believes the card is untouched is usually looking at a card someone else has spent - the history shows when, and which user took it.
4. Check the sale was paid. If the card was sold but the encounter was never settled, the card was issued without payment. Find the originating visit and take the payment, or cancel the card.
5. If the UID will not enter, type it by hand rather than tapping. If typing works and tapping does not, the reader is the problem, not the card - check the NFC bridge is running on that machine.
6. If the balance is less than expected, look for a partial redemption. A card can be spent in parts, so a $100 card used once for $40 correctly shows $60.

Refunding or cancelling a card

Use Cancel / Refund Gift Card and then Cancel Card. Cancelling stops the card being spent; refunding returns the money to the purchaser. Record why in the Note - a cancelled card with no explanation is impossible to account for later.

Cancel a card that was sold in error, or one reported lost after you have confirmed who bought it. Because anyone holding the UID can spend the balance, a card reported lost should be cancelled promptly rather than watched.

The balance looks wrong in the accounts, not on the card

If the card itself is right but your figures look wrong, this is usually not a fault. Gift card revenue is recorded when the card is sold, not when it is spent - so a day of heavy redemption shows activity without matching takings, because that money came in when the cards were bought. See Selling and Redeeming Gift Cards.

Problem

A report you used to run is not in the list, a saved link no longer works, or opening one returns a message instead of figures.

Background

The reports section was rebuilt in August 2026. A registry now decides which reports exist and who may see each one, and roughly 250 old pages were retired down to a registered set. A report can therefore be absent for four quite different reasons, and OfficePro tells you which - read the message rather than the fact that it failed, because the fix is different each time.

Resolution

"That report does not exist. It may have been renamed or retired."

The report is gone, and this is almost always an old bookmark or a link in a document. Most retired reports were duplicates of one that survived, so look for the current equivalent in the list on the left and bookmark that instead. Search the Find a report... box for a word from the old title - the replacement is often named slightly differently.

"Your account does not have access to this report."

The report exists and your user account is not permitted to open it. Most financial reports need financial access; the Data Error Review needs administrator access. An administrator can grant it from Edit User on the Admin page. Note that an access box left blank counts as not granted, so a newer account can reach the reports list and still see very little in it.

"This report belongs to a module this practice does not currently license."

The report is part of a module the practice does not subscribe to - the product and refill reports need ProductPro, the Billing Report needs BillPro. No permission change will open it; the practice would need to add the module. Contact NaturaeSoft if you think you already have it.

"This report is not included in your plan."

The report exists and is licensed but sits outside your current plan. Again, not a permission - contact NaturaeSoft to discuss the plan.

The report opens but is empty

Check the period before anything else. Most reports open on the current month, so early in the month they can be legitimately near-empty. Widen it to last month or this year and see whether the figures appear.

If a report has no period bar, it is a point-in-time report - Patients with a Balance Due, Subscription Health and the duplicate-finding reports describe how things stand now. Empty means there is genuinely nothing to show, which is usually good news.

A provider cannot see other providers

That is intended. A provider is restricted to their own figures; selecting a different provider requires financial or administrator access.

Two people see different report lists

Also intended. A group only appears when the account has access to something within it, so the list reflects permissions. Compare the two accounts under Edit User.

The numbers look wrong rather than missing

Follow the figure to its source rather than comparing totals between reports. Click through from the Practice Dashboard, step down through the Master Reports from Summary to Detailed, or open Sales Tax - Line Detail from the Sales Tax report to see every line behind the total. Two reports disagreeing usually means they are counting different things over different periods, and the drill-down is what shows you which.

Problem

A patient who has paid still shows a balance, a payment shows as over allocated, or a credit has disappeared.

Background

Taking a payment and applying it to a visit are separate steps. Money can be correctly recorded and still not attached to anything, in which case the patient looks like they owe it. Most allocation problems are this, not a lost payment.

Resolution

1. The patient paid but still shows a balance. Check Unallocated Payments first. The payment is almost always there, recorded and not yet applied. Open it with Allocate Payment and apply it to the visit it was meant for.



2. "This payment has been over allocated". More has been applied than the payment holds, usually after a visit was edited or a charge removed underneath an existing allocation. Use the clear allocations link on that message to release it, then allocate again from a clean start. Correct Over Allocation and Apply this correction handle the same problem in bulk.
3. The visit balance looks wrong after editing charges. Changing what a visit costs does not re-spread money already allocated to it. Re-open the allocation and check what is actually applied against what is now owed.
4. A credit vanished. Check whether it was allocated to another visit - a credit applied elsewhere has not disappeared, it has been spent. Untick that visit to release it.
5. You cannot remove a negative row on a return. That is intended and OfficePro will tell you so. A product return records a $0.00 credit and holds the returned value as a negative amount on the return visit; that negative is the credit. Removing it would destroy the credit and leave the return visit unpaid at once. Untick the visit you applied the credit to instead, or refund it. If the return was itself a mistake, reverse the return rather than its credit.
6. You are told there are return credits to allocate or refund. The patient is in credit from a return. Decide before you act: allocating it spends it against a visit, and it can then no longer be handed back without extra work. If it is going back to the patient, use Process Patient Refund and do not allocate it first.

The patient says they paid and there is no record at all

Search the patient's payments before assuming it was missed - a payment entered against the wrong patient or the wrong visit is far more common than one that was never entered. Check the same day's takings for an amount that matches. If it was taken by card, the approval or auth number on the terminal receipt is what ties it to the entry, which is why recording it at the time matters.

Preventing most of this

• Allocate on the day the payment is taken.
• Clear Unallocated Payments weekly rather than at month end.
• Finish editing a visit's charges before allocating money to it.
• Decide refund or credit before allocating anything.

Problem

A campaign was sent and nothing has arrived, progress is stuck at zero, or it reached far fewer people than expected.

Background

Campaigns are queued rather than sent as you press the button, and a background process drains that queue only during the practice's send window. So a campaign that has not gone out is usually waiting rather than broken - and the screen looks identical either way.

Resolution

1. Check the send window first. In BackOfficePro admin, look at Only send during these hours and Skip weekends. If you pressed Send now outside those hours, the campaign is queued and will start when the window opens. Nothing is wrong.
2. Check Progress on the campaign. Recent Campaigns then Campaign Detail. Progress that is moving means it is working through the queue - large audiences take a while by design, so messages are not sent in one burst.
3. If it says "No deliverable recipients.", the audience matched patients but none of them has a usable email address or mobile number. Check the tag is on the patients you think, and that those records carry contact details.
4. If far fewer people received it than expected, look at Match. All selected tags requires a patient to carry every tag chosen, which narrows an audience sharply. Any selected tag is usually what people mean.
5. If the text did not send but the email did, check the practice has a provisioned SMS number under SMS Messaging Settings, and that the patients in question have mobile numbers rather than landlines.
6. If the message went out with {FirstName} showing literally, the merge field was misspelled. Merge fields are not validated - an unrecognised one is sent as written. There is no recall; the practical response is a short, human follow-up rather than silence.

It went to the wrong people

Nothing can be recalled once sent. Work out which tag produced the audience before sending anything else, or the correction repeats the mistake. Then fix the tagging rather than remembering to work around it next time.

A patient asks to stop receiving these

Act on it immediately and remove them from the tags that put them in marketing audiences. This is a legal obligation in most places, not a courtesy, and the software will send exactly what it is told to.

Nothing sends at all, for any campaign

Check that bulk sending is enabled for the practice at all, and that the window is not set to a range that never occurs. A window with a start later than its end is the usual culprit.

You are not able to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com. 

Background

There are many reasons why you may not be able to connect to NaturaeSoft services. It could be the browser, the computer, the firewall, the router, the ISP, or NaturaeSofts, firewall or servers. In order to better address the issue trouble shooting needs to be done to determine the underlying cause of the error. 

Solution

When the servers go down the NaturaeSoft support team is allerted to this through a monitoring service and our teams goes swiftly to work to identify and treat the issue to get your services back running as fast as possible. In most circumstances issues with connectivity to the service are local and do not have to do with NaturaeSoft server / service performance. In most cases of the issue being server related NaturaeSoft's team of engineers can get the the services back up within 15-30 minutes.  

Most of the time that a NaturaeSoft service does go down it still may be available through an alternative domain. You can access the NaturaeSoft service through either :

• https://Secure.NaturaeSoft.com
   

or

• https://OfficePro.NaturaeSoft.com 
   

In order to troubleshoot the issues with connecting to our servers please follow the path outlined below: 

In the event that you cannot connect to the service please try the following things in order:

• Refresh the page with the F5 key or CNTRL + R

If the page has an error on it then...

• copy and paste the error and send it to support@naturaesoft.com
• Try to reaccess the service from the main login at https://secure.naturaesoft.com/login_practice.asp
• Await a response from NaturaeSoft or proceed to the next step to troubleshoot connectivity.

If the page has no error on it, but is just spinning or says cant connect then... (

• Try the alternative URL
  • https://secure.naturaesoft.com
  • or https://officepro.naturaesoft.com

If you still cannot connect then....

• Check for internet connectivity by searching on Google or going to another new web page.

If you can reach another site but still cannot connect to either URL then....

• Contact support to confirm whether there is a wider outage.

If support confirms our services are down, then...

• please be patient as our engineers are on the case and are actively diagnosing the issue.
• Refer back to the server status page or to the login page to check for the return of connectivity.
•  

If NaturaeSoft Servers are up and their status looks good Then (

• Restart your browser to see if it is related to bad cookies

)

If you still cannot connect 

• Restart your router to see if the router has hung or blocked connectivity to our services due to throughput or outdated firmware issues.

If you still cannot connect

• Escalate to NaturaeSoft support (see below)
• Run a trace route to NaturaeSoft servers -

The OfficePro service allows for the upload of files but there are limitations about the upload service, that you will need to keep in mind.  The NaturaeSoft service has 2 limitations. First, we limit all files to 10MB or less, also we only allow 10 minutes per upload of each file this means that you will need to have a certain speed of the internet to achieve the upload of your files upload time depends on two things:

• Total file size you’re sending.  Your operating system can tell you this.
• Your upload speed (not download speed).  Find this using a speed test site like http://speedtest.net/.

Once you have this info, use the table below to approximate your upload time.

So in theory you would need to have a 128 kb upload speed or higher to upload 10MB files.

If you have any trouble uploading files and your speed is in the range above, please contact support@naturaesoft.com. 

Accessing the Merge Function:

• Navigate to the Patient Detail page.
• Click the Merge Patients link in the top right corner.

Selecting the Duplicate Patient:

• Choose a suggested duplicate patient from the list or use the search function to find the duplicate you want to merge.

Reviewing the Merge Preview:

• After selecting the duplicate patient, you'll be taken to the Merge Preview window.
• Here, you can review the patient information and decide whether to proceed with the merge or change the merge direction (A -> B or B -> A).

Finding Duplicates in Reports:

• You can also see a list of duplicate patients by going to the Admin Reports home page under the Patients tab.

Important Note:

• Warning: The demographic information of the old patient will be lost after the merge, but all files and transactions will be transferred to the new merged patient account.

Problem: You are unable to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com.

Background

There are several potential reasons for connectivity issues with NaturaeSoft services, including problems with your browser, computer, firewall, router, ISP, or NaturaeSoft’s servers. To effectively address the issue, we need to conduct a systematic troubleshooting process to identify the underlying cause.

Solution

When our servers experience downtime, the NaturaeSoft support team is alerted through a monitoring service. Our engineers work swiftly to identify and resolve the issue, usually restoring services within 15-30 minutes. Most connectivity issues are often local rather than server-related.

Steps to Troubleshoot Connectivity Issues

Refresh the Page:

• Press F5 or CTRL + R to refresh the page.

If the Page Displays an Error:

• Copy and paste the error message.
• Send the error message to support@naturaesoft.com.
• Attempt to reaccess the service through the main login at: https://secure.naturaesoft.com/login_practice.asp.
• Await a response from NaturaeSoft or proceed to the next troubleshooting step.

If the Page is Just Spinning or Indicates It Cannot Connect:

• Try accessing the alternative URLs:
  • https://secure.naturaesoft.com
  • https://officepro.naturaesoft.com

If You Still Cannot Connect:

• Check Your Internet Connectivity:
  • Open a new browser tab and search for something on Google or visit a different website.
• If you can access other sites but cannot connect to NaturaeSoft, proceed to the next step.

Check NaturaeSoft Server Status:

• Visit contact support to confirm whether there is a wider outage.
• If the status page indicates that our services are down:
  • Please be patient; our engineers are actively diagnosing the issue.
  • Refer back to the server status page or the login page to check for updates.

If NaturaeSoft Servers Are Up:

• Restart Your Browser:
  • This can help clear any bad cookies or cache issues.

If You Still Cannot Connect:

• Restart Your Router:
  • This can resolve issues related to connectivity blocks due to throughput or outdated firmware.

If You Still Cannot Connect:

• Escalate to NaturaeSoft Support:
  • If none of the above steps have resolved the issue, please escalate your concerns to NaturaeSoft support.
• Run a Traceroute:
  • Perform a traceroute to NaturaeSoft servers by following this link: run a traceroute to the OfficePro address and send support the output.

Conclusion

By following these steps, you can systematically troubleshoot connectivity issues with NaturaeSoft services. If problems persist, please reach out to our support team for further assistance. Thank you for your patience and understanding.

Work these in order. The first one accounts for most reports and looks identical to a broken feature.

1. No visit type is offered online

Online Scheduling Enabled turns the feature on for the practice. It does not make any appointment bookable - each type needs its own Offer Online toggle. With the practice switch on and no type switched on, the booking page loads and offers nothing.

This is genuinely common: of the practices with online scheduling switched on and appointment types set up, a substantial minority have no type offered online at all - including one with more than thirty active types and none of them bookable.

Open the visit type list and confirm at least one shows Offer Online switched on.

2. No appointments are available

The types are offered but nothing is bookable. Patients see an empty calendar, which reads as broken.

• Check the provider has hours that are open to booking.
• Check the schedule is not simply full for the period the patient looked at.
• Check the appointment's duration fits the gaps you actually have - a 90-minute type will find nothing in a day of 30-minute slots.

3. The link is wrong or out of date

Use Test the Button and Test your Portal URL. A link published before a website rebuild, or pointing at a visit type you no longer offer online, fails in a way patients never report - they just stop.

4. It works for you and not for them

Test as a patient would: a phone, on mobile data rather than your clinic wifi, in a private window. Most "it does not work" reports are an embed that has not been checked on a small screen.

The wrong appointments are being booked

Usually the offered types rather than the booking system:

• A type offered online that should be booked by a person - new patients, anything needing triage.
• A missing or unclear online description, so patients guess. Three types across all practices are currently offered with no description at all.
• A duration or Estimated Price: that does not match reality, so patients book expecting something else.

Narrow what you offer rather than accepting bookings you have to move.

A patient booked with the wrong provider

A General Link lets them choose. If you want them with a particular practitioner, send a Provider Link instead - and check which link is on the page they actually used.

Portal messages are going unanswered

Ask the Doctor creates messages somebody has to answer. If nobody owns that, switch the feature off rather than leaving patients writing into silence - an unanswered message damages more than a missing feature.

The portal looks wrong on our site

Check the Dimensions under Portal Style, and check it on a phone. Colours and fonts are there too, so it can be made to match your site rather than sitting awkwardly inside it.

What to have ready for support

The exact link the patient used, what they saw, the device and browser, and whether any visit type shows Offer Online switched on. That last one resolves it more often than anything else.

Welcome to ApptPro, the secure and easy-to-use telehealth platform built into your NaturaeSoft OfficePro system. If you’re joining an online session and your microphone or speakers aren’t working, it’s often due to permission settings in your browser. Follow the steps below to make sure your provider can see and hear you clearly.

Why Permissions Matter

ApptPro uses Whereby to power your video calls. When you enter a meeting room for the first time, your browser will ask for access to your microphone and speakers. If access is not granted, you may not be heard or hear others during the session.

✅ How to Allow Mic & Speaker Access by Browser

Google Chrome

• Join your ApptPro meeting room link.
• When prompted, click Allow to grant microphone access.
• If you missed the prompt:
  • Click the lock icon in the address bar (next to the URL).
• Set Microphone and Sound to Allow.
• Refresh the page.

Mozilla Firefox

• Join the meeting room.
• A pop-up will appear asking for microphone permissions. Choose your desired device and click Allow.
• If not:
  • Click the lock icon in the address bar.
• Under “Permissions,” ensure microphone and autoplay sound are allowed.
• Refresh your browser.

Microsoft Edge

• Open the meeting link.
• A permission box will appear; click Allow.
• If not:
  • Click the lock icon next to the URL.
• Change the Microphone setting to Allow.
• Refresh the page.

Safari (Mac Only)

• Before entering the room, go to Safari > Preferences > Websites.
• Under Camera and Microphone, set the setting for your ApptPro domain to Allow.
• Refresh your browser and rejoin the room.

Changing Devices Mid-Call

If you need to switch to a different mic or speaker during a session:

• Click the room name at the top of the video call window.
• Go to the Device tab.
• Select your preferred microphone and speaker from the dropdown menus.

Tips if You Still Have Issues

• Restart your browser and try joining the meeting again.
• Ensure your device isn’t muted or set to a different output (like headphones).
• Close other apps that may be using your microphone (Zoom, Skype, etc.).
• Try a different browser, such as Chrome or Firefox.

Still Not Working?

If you've followed the steps above and still can’t connect your mic or hear sound, please contact NaturaeSoft Support at support@naturaesoft.com or through your OfficePro support chat.

Start on the claims list and set the status filter, which has three values: Processing, Rejected and Accepted. Every claim is in exactly one of them, so between the three you are seeing your whole book.

What the three actually mean

• Accepted - the payer took the claim in. It does not mean paid. A claim can sit accepted for weeks and then pay nothing.
• Rejected - it came back. There will be a reason; see below.
• Processing - anything else, including claims that have not been sent yet. This is the bucket that hides problems, because "not sent at all" and "sent and awaiting a response" look the same here.

A claim was rejected

Open it. The rejection text is recorded on the claim, and it is specific - a payer will name the field it did not like. Read it before changing anything, because most rejections are one wrong value rather than a broken claim.

The usual causes, roughly in order:

• Patient identifiers - name, date of birth or member ID not matching the payer's record. A middle initial or a maiden name is enough.
• Coverage - the policy was not active on the date of service.
• Missing prior authorisation - add it under Other Fields.
• Diagnosis and service mismatch - the codes do not support each other.
• Provider details - NPI or taxonomy wrong for that payer.

Correct the underlying record rather than the claim where you can - a wrong member ID will reject the next claim too. Then use Re-Create Claim Document so the claim is rebuilt from the corrected data, and send it again.

If every claim to one payer rejects the same way, stop fixing them one at a time. That is an enrolment or a payer ID problem, and it will keep happening.

A claim has been Processing for weeks

First check whether it was actually sent. A claim that was created and never submitted sits in Processing indefinitely and no one is waiting on it but you.

Then use the age filter. Current is the first 30 days since submission; the older buckets are where genuine problems live. Anything past 30 days with a balance deserves a call to the payer - quote the claim and, if you have one, the ERA ID.

Note the age is counted from the date the claim was sent, not the date of service. A claim submitted late looks young here even when the visit is months old.

I cannot find a claim in any aged view

The aged views only show claims with a balance outstanding. A claim paid in full drops out of all of them - so a claim that seems to have vanished has usually been settled.

Clear the age filter, or search for it directly, before concluding anything is missing.

The claims list is empty

No records found nearly always means the filters, not the data. Status, age range and date range all apply at once, and Current plus a narrow date range excludes most of a practice's claims. Use Clear and start again with one filter.

The insurer paid but the claim still shows a balance

• Check the ERA was posted. Money that arrived is not applied until the remittance is processed.
• Look at Adjustments / Discounts - a contractual write-off may not have been taken.
• The remainder may legitimately be the patient's, or the secondary insurer's.

Judge the claim by Claim Balance on the claim itself. It is calculated from the services and the payments actually recorded, and it is what the aged views use.

Nothing arrives when I check for ERAs

Almost always ERA enrolment for that payer has not completed. Sending claims and receiving remittances are separate enrolments, and payers can take weeks over the second one. Until it is live, that payer's payments arrive on paper and are posted with Process Payer Payment.

What to have ready before contacting support

The claim, the payer, the date of service, the rejection text as written, and the ERA ID if a remittance is involved. The rejection text is the part that shortens the conversation most - a paraphrase usually loses the field name that identifies the cause.

Work through these in order. Most cases are the microphone or the room rather than the AI.

The recorder will not start

The browser has to be allowed to use the microphone, and it asks once per site. If the permission was refused - or dismissed, which counts as refused - the recorder cannot start and will not ask again on its own.

Clear that in the browser's site settings and reload. On a shared machine check you are in the profile you think you are.

There is a companion article on granting microphone access for telehealth sessions; the browser side of it is the same problem.

It recorded, but no note came back

If the review screen shows No AI note was generated for this encounter., the audio arrived and no note came out of it. Usually the recording had nothing usable in it - a microphone pointed at the wrong side of the room, or a session ended before anything was said.

Open the encounter and read the Transcript. That tells you immediately whether the problem was the audio or the note: an empty or garbled transcript is a microphone problem, and a good transcript with no note is one to report.

The note came back wrong or incomplete

Check the transcript first, for the same reason. If the transcript missed what was said, no amount of retrying will fix the note - change how you record:

• Microphone closer to the patient.
• Numbers, doses and units spoken clearly and in full.
• The plan stated out loud before you finish.
• Less background noise.

If the transcript was good and the note was not, that is worth reporting: rate it and say what was wrong in the Comments. That feedback is read, and very little of it comes in.

An error message on the review screen

• AI output could not be parsed. or Could not load the AI note. - the note did not come back in a usable form. Re-record if you still can, and report it with the encounter number.
• No structured sections in this note. - text came back but not divided into the usual sections. It is still readable, just not laid out.
• No ChartPro AI encounters recorded yet. - nothing has been recorded for this practice, or you are looking at a different practice than you think.

The note went onto the wrong visit

The AI is given the visit you started from, so a note started on the wrong visit produces a note about the wrong context. Check the Patient, Visit Type and Date of Service in the preview before accepting it - that is what the header is for.

If one has already been saved to the wrong chart, treat it as you would any misfiled note, and deal with it straight away.

We are over 40 for the month

Nothing happens. The counter is per provider per calendar month and it is an indicator, not a limit - the bar changes appearance and dictation carries on working. It resets at the start of the next month.

The buttons are not there at all

Auto Chart appears for ChartPro practices, on the chart note screen. If it is missing, check you are on a chart note rather than another screen, and that your practice has ChartPro.

What to send support

The Encounter # from the review screen, the date, the provider, and whether the transcript looked right. The encounter number is the one thing that makes an AI problem quick to look into.

Almost always the result has arrived and is not attached to the patient. Check that before ringing the lab.

1. Look for it unassigned

A result is matched to a patient on the demographics the lab returns. When those do not match your record - a hyphenated surname, a middle name included, a date of birth keyed differently at the lab - the report arrives with no patient attached. It is not on anyone's chart, and nothing tells anyone it is there.

This is common. Practices using LabPro are carrying thousands of unassigned reports between them, and they accumulate quietly because nothing chases them.

Look for the report in the practice-wide Lab Pro Reports list rather than on the patient. If it is there, use Select Patient to Assign Lab Report - Search for the patient and choose them, and the report attaches to their chart.

If the mismatch was your record rather than the lab's, correct the patient too. Otherwise their next result arrives unassigned as well.

2. Check the date range on the list

Lab Pro Reports is filtered by period. A result older than the selected range is not missing, it is outside the window - Clear the filter or widen Show before concluding anything.

3. Check the order was actually placed

Orders live in LabCorp Link, not in OfficePro, so confirm it there - that it was submitted, and under the right account. An order left unsubmitted has no result coming and nothing in OfficePro will show that.

While you are there, check it was placed against the patient you found through the MRN search rather than one keyed by hand. A hand-keyed patient is the usual reason a result comes back and matches nobody.

4. Check with the lab, with the accession

If it is genuinely not here, the lab can say whether the specimen arrived and was resulted. Have the accession number, the patient, the date of the draw and the tests ordered. Without the accession the call takes a great deal longer.

Only some of the tests came back

Normal. Labs report in batches as each test completes, and a panel with a longer-running test in it arrives in parts. The status on each line tells you whether it is final. Give the slower tests their stated turnaround before chasing.

A result is on the wrong patient

Deal with it immediately - a result on the wrong chart is a clinical risk, not an administrative tidy-up. Reassign it to the correct patient, and check whether anything was acted on in the meantime. If two patients have similar names, expect it to happen again and fix whichever record is ambiguous.

An abnormal result was not highlighted

Working as designed, and worth understanding. Only HH, LL, CH, CL, > and < are shown as Critical Result. A plain H or L, or the generic A, is shown in bold with no highlight - and those are the vast majority of abnormal results.

The absence of a highlight is not clinical reassurance. Read the flag and the reference range on every line.

The patient lookup in LabCorp Link returns nothing

The demographic bridge authenticates by IP address. If it has stopped finding anyone, the most likely cause is that your clinic's IP has changed - a new connection, a new router, or working from somewhere else - and it needs re-registering with support.

If it finds some patients and not others, that is a data problem rather than a connection one: check the patient is active in OfficePro and that you are searching the MRN it holds.

Fullscript labs are not appearing

Those come in separately, under Fullscript Labs, and they need Fullscript provider setup - each ordering practitioner mapped to a provider here. A result whose practitioner does not map has nobody to route to, and one that matched no patient sits in the same place as any other unassigned result.

Nothing at all is coming in

One result missing is a matching problem. Nothing arriving for a day or more is a connection problem - raise it with support rather than working through individual patients, and say when the last result you did receive came in.

Worth doing weekly

Review unassigned reports on a schedule. Every one is a result nobody has seen, and the list only grows. A few minutes weekly prevents the backlog that makes this article necessary.

Problem

The kiosk is locked and nobody can unlock it, patients cannot identify themselves, the card reader does nothing, or the screen sits empty.

Background

The kiosk is a tablet running the patient portal, held in a locked mode that only an authenticator code releases. Most problems are one of three things: the lock, the patient's own details not matching, or the local card-reader helper not running.

Resolution

1. "Kiosk access is locked." and no code works. The code comes from a staff phone enrolled when the kiosk was set up. If that phone is gone, use the Manual entry key: kept at setup to enrol another, or Re-enable Authenticator to start enrolment again. If neither is available, contact NaturaeSoft support - this cannot be resolved from the locked device.
2. A patient cannot get past the name and date step. The kiosk says which field failed - Last name does not match. or DOB does not match. Look at the patient record. A married name never updated, or a date of birth mistyped years ago, will fail every single visit until the record is corrected.
3. The card reader does nothing. The NFC Bridge runs locally on the machine the reader is plugged into, so check it is installed and running on that machine. If typing the patient in works and tapping does not, the reader or the bridge is the problem, not the kiosk. Re-run Install.bat from the Download NFC Bridge Installer package if needed.
4. The screen says there is nothing to do. No check-ins pending right now and No patients ready to check out are normal idle states. If you expected somebody, check they have an appointment today and that it is not already checked in.
5. Check-out asks for no payment when something is owed. No balance due. reflects the balance on the visit at that moment. If charges were added after the patient reached the kiosk, they will not appear - settle it at the desk and add the charges before check-out next time.
6. The device shows as Pending or Disabled. In device administration, check its Status / Action. A device that was disabled, or never moved from Pending to Active, will not work.

Insurance captured at the kiosk looks wrong

Check which option the patient chose. Add as Secondary, Keep Both Active and Deactivate Old do different things, and a patient guessing at that question can leave two active primaries or deactivate cover that was still valid. Correct it on the patient record; it will otherwise surface as a rejected claim weeks later.

Preventing most of it

• Enrol at least two staff phones for the kiosk lock.
• Keep the manual entry key somewhere off the device.
• Fix mismatched records the first time rather than checking that patient in by hand every visit.
• Put the kiosk where staff can see it, so a stuck patient gets help instead of giving up.

If you’re having trouble with your camera or microphone during a virtual meeting on the NaturaeSoft platform, don’t worry—here are a few troubleshooting steps that can usually resolve the issue quickly.

✅ Quick Fix: Check Device Selection

Click the room name button inside your meeting room, then go to the Device tab to confirm or change which camera and microphone you’d like to use. If your devices don’t appear, aren’t saving, or are blocked, follow the steps below.

? Step 1: Make Sure Everything is Updated

? Update Your Browser

We support the two most recent versions of the following browsers. Make sure your browser is up-to-date using the links below:

Google Chrome

Mozilla Firefox

Opera

Microsoft Edge – updated automatically with Windows updates

? On iOS Devices

If you’re using an iPhone or iPad and having issues with your microphone, make sure your device is updated to the latest version of iOS.

? Step 2: Undo a Blocked Permission

If you accidentally selected "Block" when the browser asked to access your camera or microphone, follow these steps:

Click the camera icon in your browser's address bar (usually on the right).

Select "Allow" for camera and microphone access.

Reload the page or click “Try Again.”

Example Icons:

Chrome: Camera icon on the right side of the address bar

Firefox: Crossed-out camera icon on the left

? Step 3: Clear Cache and Cookies

Sometimes outdated permissions or cached settings cause problems. To reset:

Clear your browser cache and cookies

Restart your browser

Restart your computer

Instructions for clearing your cache:

Chrome

Firefox

Opera

Edge

?️ Step 4: Check System Privacy Settings

macOS (MacBooks and iMacs)

Click the Apple logo → System Settings

Go to Privacy & Security

Click Camera, and ensure your browser has access

Repeat for Microphone

Restart your browser after changes

Windows

Ensure your browser has permission to access your mic and camera:

Camera Settings: chrome://settings/content/camera

Microphone Settings: chrome://settings/content/microphone

Make sure your video platform is listed under “Allow”.

? Still Not Working? Try This...

? Firewall and Network Restrictions

Strict firewalls or corporate networks can block access. If you’re on a restricted network:

Switch to a less strict network if possible

Use Google Chrome or Opera for best compatibility (especially if Firefox is failing)

? Disable Browser Extensions

Some browser extensions can interfere with audio/video devices. Try:

Opening the platform in an Incognito or Private window

If it works, disable extensions one-by-one to identify the issue

If you’ve tried all of the above and are still experiencing problems, feel free to contact NaturaeSoft Support for personalized assistance.

Problem

The Fullscript catalogue returns nothing, a provider cannot create a plan, or imported products look wrong once they arrive.

Background

Fullscript has three separate requirements, and failing any one of them looks much the same from the outside: the practice must be connected, the individual provider must be linked, and the practice must have ProductPro. Working out which is missing is most of the job.

Resolution

1. Check the practice connection. On the Admin page, Fullscript Integration should read Your account is connected to Fullscript. If it offers Integrate Fullscript instead, the practice is not connected and nothing else will work.
2. Check the provider. Under Associate Providers with Fullscript, the provider needs a Fullscript ID. Plans are written by a named prescriber, so a connected practice with an unlinked provider can browse the catalogue and still not create a plan. Use Add to Fullscript.
3. If a provider shows "Assigned under another account", their Fullscript account is already tied to a different dispensary - commonly their own, from a previous practice. OfficePro cannot move it; that has to go through Fullscript.
4. Check the practice has ProductPro. Every Fullscript screen is behind that module. If the menu entries are absent rather than empty, this is usually why.
5. If a search returns nothing, check the Show: filter. It starts on products I don't stock, so anything already in your catalogue is hidden - which is exactly the case when someone searches for a product they know they carry. Switch it to everything, including mine, and check the next page too.

Products imported, but the Type box is blank

Default Product Type in ProductPro settings is set to something that is not one of the supplied values. Only the values in that list are valid; anything else renders an empty Type on the product form. Correct the setting, then fix the products already imported.

The same product appears twice

Re-importing does not cause this - each Fullscript variant is recorded and a second import updates rather than duplicates. Two entries almost always mean the product existed in your catalogue already and was imported instead of linked. Use Link Existing Products before bulk importing, and make one of the pair inactive rather than deleting it, so the sales history against it survives.

The Duplicate Products report under Reports finds these.

Prices are not what you charge

Imported products arrive at the Fullscript catalogue price. That is the starting point, not a decision about your pricing - review anything where you set your own margin. See Adding and Editing Products.

Everything disappeared after disconnecting

Products already imported stay in your catalogue and are still yours to sell. What stops is the link to Fullscript: they no longer refresh, and new plans cannot be written until the practice reconnects.

Work down this list in order. The first three causes account for nearly everything, and all three look identical on screen - a plan that appears perfectly configured.

1. The practice is not on BackOfficePro

The nightly job only runs for practices subscribed to BackOfficePro. Without it, plans can be created and edited exactly as normal and nothing ever generates from them. There is no warning and no error.

If no auto-order has ever generated for anyone, start here rather than examining the plan. Contact support to confirm.

2. The quantity is zero

A plan needs both an Interval: and a Qty: greater than zero. A plan with an interval and no quantity is skipped silently, and on screen it is indistinguishable from a working one.

Check Quantity on the By Patient view. A blank or zero there is your answer.

3. It is not due yet

The job runs once a day, late in the evening Pacific time, and looks a few days ahead. An order will not appear the moment you save a plan, and it will not appear during the working day. Set a plan up on Tuesday afternoon and check on Wednesday morning.

Check the Next date on the By Date view. If it is in the future, nothing is wrong.

4. The plan ended

An End: date in the past stops the plan. So does an Interval: that has been set back to None - which is easy to do by accident while editing something else on the same screen.

Refill limits stop it too. A product set to Constrict Refills ( with none remaining, or Blocked - No refills, will not refill however the plan is configured.

5. Nobody was told

Sometimes the order did generate and nobody saw it. The summary message after each run goes to the Order Message User in ProductPro settings; if that is still on -- Select User -- it goes to no one in particular.

Before concluding an order is missing, look in your patient orders queue for a Pending order dated overnight.

Other things that come up

The refill went out with no directions

Directions come from the plan, and only from the plan. A plan saved without dosing produces a line with nothing on it - the product default is deliberately not substituted, because a guessed dose is worse than an obvious blank.

Fix the dosing on the plan itself, not on the order. Correcting the order sends this month out right and next month out wrong again.

A pickup patient was charged shipping

Delivery comes from the plan's Method:, not from the patient's usual preference. Check the Method column on the By Patient view and correct the plan, or every cycle repeats the charge.

The discount is missing, or looks wrong

The ongoing Subscribe & Save discount appears as a discount on the order line. It is not a credit on the account, and there will not be a separate credit entry to find.

Do not add an account credit to make up for it. The system used to apply the discount twice - once on the line and again as a credit - and that was corrected. Adding a credit by hand recreates the old fault one patient at a time, and it will not be obvious later that it was done manually.

Also worth knowing: the welcome discount is a portal-only offer on a patient's first Subscribe & Save. Refills are discounted at the ongoing percentage, which is normally lower. A refill that costs more than the first order is working as intended.

An overdue plan only produced one order

That is deliberate. A plan that has been due for months generates a single order and its next date jumps to the next future cycle. There is no catch-up run, and you will not be billed for the months in between.

Two orders arrived for the same patient on the same night

Also expected, if that patient has both pickup and shipped plans due. Refills are grouped by delivery method so each order's header matches its contents. One order cannot be half collected and half posted.

The product went out of stock

Orders are created whether or not you have stock. The On Hand and On Order columns on Patient Auto Orders exist so you can see this coming - check the By Date view weekly rather than finding out while packing.

My purchase orders to a supplier stopped

Different feature. Vendor auto-orders are configured on the vendor's contact record under Auto Order and raise a purchase order to your supplier. Nothing on the patient side affects them.