User Guide
Troubleshooting
The problems people most often meet in ArkCloud RCM, what causes them, and what to do. Several are not faults but configuration your organisation has not set up yet.
Written for: All ArkCloud RCM users · Administrators
Signing in
| Field or control | What it means |
|---|---|
| "Invalid email or password." | Check the address and password. If your organisation uses single sign-on, use its button instead. Use Forgot password on the sign-in page to reset. |
| "Account temporarily locked after too many failed attempts..." | Ten failed attempts lock the account for 15 minutes. Wait, or reset your password. |
| "Too many login attempts. Please try again later." | Too many attempts from your network. Wait and try again. |
| Signed out unexpectedly | Sessions last 8 hours (12 with Remember me; administrators always 8) and cannot be extended. An administrator may also have ended your sessions. |
| Two-factor code rejected | Codes come from your authenticator app only - not by text or email. Check the phone's clock is set automatically, or use a backup code. An administrator can reset two-factor for you. |
Screens and saving
| Field or control | What it means |
|---|---|
| A page is slow or blank | Reload. If the styling looks broken, clear this site's data in the browser and reload. |
| A list is empty after choosing a filter | Check the combination. On Advanced Search a status applies only to the record types that can have it, so choosing only claim statuses returns no accounts or payments. If the screen shows an error instead, clear the filter and try again, and report it. |
| A change did not save | Check for an error message near the button. If there is none, reopen the record to confirm before re-entering it. |
| A balance looks wrong | The balance is total charges less patient payments, insurance payments and adjustments. Check the account's Payments and Audit tabs; ask an administrator if a posting needs correcting. |
Messages, calls and letters
| Field or control | What it means |
|---|---|
| "Not sent — no messaging provider configured" or "Email is not configured on this deployment, so no message was sent." | No email or SMS provider is set up on this deployment. Nothing was sent. This is configuration, not a fault - an administrator can check Settings → Email. |
| Automatic reminders or statement notices are not going out | Patient messaging is off until an administrator switches it on; texts also need the patient's text consent. |
| Cannot make calls | ArkCloud only places calls where Amazon Connect is configured. Otherwise, use your own phone and record the outcome on the account's Script tab. |
| A letter downloads as a web page | Most letters are produced as web documents, so Download saves an .html file. Open it in a browser and print it, or save it as PDF from the browser's print dialog. |
Payments
| Field or control | What it means |
|---|---|
| Card payment refused before any card is entered | No payment processor is configured, or your organisation has not connected its Stripe account. ArkCloud refuses rather than record a payment that did not happen. Record payments taken elsewhere on the account's Payments tab. |
| A card was declined | The decision is the card issuer's. Ask the patient to contact their bank or use another card. |
| A payment was recorded against the wrong account | Ask an administrator. Do not record a second, offsetting payment. |
| Cannot issue a refund | Refunds need the Admin role. |
Documents and reports
| Field or control | What it means |
|---|---|
| Cannot upload a document | There is no document upload screen for accounts. Through the API, files must be under 25 MB and one of PDF, JPG, PNG, GIF, DOC/DOCX, XLS/XLSX, CSV or TXT. |
| "Access denied" when running a report | Your role does not have the report permission. Supervisors and Administrators can run reports on the Reports screens; Agents cannot. Ask a supervisor, or use the analytics dashboards. |
| A scheduled report never arrived | Scheduled reports are emailed by a background job once due. Without an email provider each run is recorded as failed and nothing is sent; otherwise check the recipients' spam folders and the schedule's next run time. |
Permissions
| Field or control | What it means |
|---|---|
| "Access denied", "Insufficient permissions" or "Unauthorized" | Your role does not allow the action. Roles are Agent, Supervisor, Admin, and the client roles. Ask an administrator. |
| Sent back to the launcher | You opened an area your role or organisation cannot use. |
| Administration or Settings menus are missing | They are shown to administrators only. |
Error pages
ArkCloud uses the browser framework's standard error pages. A "404" means the address does not exist (some buttons link to screens that are not built yet); a server error means the request failed - try again, and report it if it repeats.
Getting help
Ask your supervisor or administrator first - many problems are configuration only they can change. For product support, email [email protected]. Include what you were doing, the exact message, the time, and your browser.
See also mobile access and notifications.