Problem Description: MIMOSA device is experiencing issues syncing data with the web portal.
Symptoms:
- Data is available on the device but did not sync properly and is missing on the web portal.
- Syncing process is incomplete or unsuccessful/stuck.
Basic Checks:
- Ask which HCP data seems to be missing.
- If known date/duration(when were images captured)If the data range is known it will help troubleshoot further.
Troubleshooting Steps:
Do the following at the end of your clinical way:
- Turn the device on if it's off, plug it into a charger, and ensure you are logged out of the MIMOSA app.
- Double-check that you are connected to Wi-Fi (the Wi-Fi symbol should not have a slash through it).
- While connected to Wi-Fi, log into the MIMOSA app. Ensure you do not receive a pop-up indicating you are offline.
- On the patient list, swipe down and press the "Update" button to force the sync (please refer to the screenshot below).
- Leave the device idle for 30 to 60 minutes(depending upon the amount of data transfer & wifi strength) to allow it to sync with the Web portal.
- After giving enough time for data upload, verify in the Web portal that all missing images have been uploaded. If not, continue to leave the device idle.
(If the device hasn’t synced with the Web portal for several days or if there is a large amount of data, we recommend letting it sync overnight due to the large data transfer.)
- Once all images have successfully synced, please power off the device and leave it charging to be ready for use the following day.
Further Escalation:
If the issue persists after following these steps, escalate it to the Tech team for advanced troubleshooting and provide them with a summary of the issue and steps you have taken for troubleshooting.
Notes:
It is important to allow MIMOSA to sync with the web portal so the data can be made available on the web portal for further analysis.
The data syncing depends on the strength of your Wi-Fi/internet connection and the volume of data to be uploaded.