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I am having a problem with capturing viral load samples. I have captured seventeen samples and the device is saying loading database.

What can I do to solve this problem?

The user needs to uninstall the application, install it again and Mezzanine Support needs to reissue them with a QR code to resolve this issue.

Most errors like these occur because the Enrolment process were interrupted or the Network signal was not strong enough when the enrolment were done. The application did not do a first solid sync yet therefor certain errors will pop up when the user opens the application.

• User must ensure that Mobile data is active and that they have a good Network signal
• Ask the User to sync and exit the application or they can just do a device reboot and synchronise the application.

6.

Most errors like these occur because the Enrolment process were interrupted or the Network signal was not strong enough when the enrolment were done. The application did not do a first solid sync yet therefor certain errors will pop up when the user opens the application.

• User must ensure that Mobile data is active and that they have a good Network signal
• Ask the User to sync and exit the application or they can just do a device reboot and synchronise the application.
• If the error still persist then you need to contact Mezzanine Support to re-enroll the device

Unfortunately the barcode cannot be removed when they have items linked to it, which means if we delete the barcode, the samples will be deleted as well.

The following steps below will assist you on how to check if the client data was received:

1. Go to the third-party dashboard
2. Click on view next to eLabs Requisition Dashboard and search the barcode under the requisitions captured.
3. Click on view next to LIS Registration Dashboard and search the barcode under registration processed.
4. Click on view next to LIS Result Dashboard and search the barcode under results processed.
5. If you do not find the barcode in the requisitions captured, and has been found under registration processed, the client has not yet process it yet (still waiting on the data)
6. If the barcode has not been found under requisition captured and results processed, then they haven’t sent anything yet.

We have enabled users to delete batches with no items linked to them.

You can delete the batches by selecting the batch from the list of batches in Sample Management and select 'Delete'.

Note: When items are linked to the incorrect batch you can also move them to another batch in Sample Management (which means you can also empty a batch should you wish).

Please assist on why the collected batches do not move from the facilities created list?

Support agents steps on how to check a batch status:

1. Login to journey backend
2. Select eLABS Production/eLABS RSA
3. Click on ‘BatchSet’
4. Search the batch number
5. Click on Browse next to ‘Has many items’
6. Click on the barcode
7. Check the status

Ask the user to check on the Lab's dashboard in which field the results were captured (Disa) since many would capture the result with the comment on the free text field and not in the required Results Field.

Should the result be captured in the correct field, then we can log an investigation if the user can send screenshots without patient details as to where the result remark were added.

• • Zambia: https://elabsonline.com/web-client/login
  • SA: https://elabs.nhls.ac.za/web-client/login

Or ensure that they are invited to the system.

The patient details are did not appear because the patient were not linked to a health care facility. This needs to be rectified. Once this has been rectified, it will take sometime for the data to sync through to the mobile device.

Please ensure that the device sync and then give it a few minutes to rectify on the device.

Example of ticket: https://jira.mezzanineware.com/browse/ELZ-817

Please provide Mezzanine support team with a screenshot of where the result where captured on Disa.

We need to get the Disa screenshot for the results as previous times when results were blank it was due to Disa staff capturing the results in the comment (free text) field and not in the correct field which is the result field.

The result rate is the percentage(%) blood orders that were tested.

See table below that explains each column:

84 samples were processed yesterday, authorised and printed but not been received on eLABS devices for Kasama General, Chisanga, Lukupa, Kasama Urban and Mpulungu facilities.

All the samples have hard copies or results and were authorised.

Mezzanine agents check:

Check if the results is received:

1. Go to third party dashboard.
2. Click on view next to LIS Result Dashboard
3. Scroll down to results processed
4. Search the barcode
5. If the barcode does not pick up the results was not yet received.

Another check is to see if the integration is on:

1. Go to admin control
2. Click on select next to integration monitor
3. Check the requisition integration key and see what is the last event time. If it is showing the latest date then the integration is on.

When all the checks on the system have been done and you could not pick up the barcode and also see that the integration is on, it means that we have not yet received the results from Disa.

Result summary

Samples created - it is all samples that was created and authorised in the selected time period.

Operational Dashboard

Samples created - it is all samples that was created in the selected period.

The same goes for registered.

Registered on the Lab system.

Disa and TrakCare - They sent us a registered date with the integration that we count.

Support Agent:

/wiki/spaces/SUP/pages/6656246

Where do I find a service points enrollment code and how can I generate an enrollment if there is no enrollment code assign to the service point? 

31.

What's the meaning of the following eLab responses when checking for VL results:

1. Does not exist
2. Not available
3. Still in progress (and how long does sample continues to be in progress before results are out)

VL results definitions:

1. Does not exist - means that the barcode doesn't exist.
2. Not available - means the barcode is not locally available, but available on the online database and the user is not connected.
3. Still in progress - when we have received the requisition but not the result. 

What does the following definitions below mean:

1. First Collection
2. First Delivery
3. Second Collection
4. Second Delivery

Definitions meaning:

1. First Collection - is collected from the facility
2. First Delivery - is delivered after collected by the facility
3. Second Collection - is collected for second round
4. Second Delivery - is delivered to the laboratory

Kindly check if mobile data is enabled on your device. If mobile data is switched on but your device are still not showing an internet connection, then this would likely be due to a network issue in the area or district, possibly even the service provider. 

This will not impede users processes, users can still follow their procedures as their SOP and we will receive and process records once they are connected again. 

The following steps below will assist you on how to delete a batch: 

1. Open your application 
2. Go to "Sample Management"
3. Click on the barcode
4. Click on "Delete Batch"

You first need to delete the sample in the batch via edit batch.

Once all the samples are deleted you can delete the batch. 

Should a facility experience this issue they should proceed as follow to be able to create a new batch:

1. Log on to your eLabs device menu
2. Scroll down to sample management where you will find batch numbers
3. Click to highlight the batch number which will give you 3 options ie "edit" "delete" or "cancel"
4. You can delete the batch number if it doesn't have any registrations in it Or click edit and select mark as collected for samples that have already left the facility...

      Do this for all the batches appearing on the device and u will be able to create a new batch...
      We advise that for samples going to the hub one batch is created per week..

The following information is needed by the support team in order to log a ticket with the developing team:

Support checklist:

• Upload a diagnostic report:
  • Open the app
  • Click on the three dots at the top right-hand side of the screen
  • Click on Diagnostics
  • Click on the three dots again
  • Click on Upload Report
• Client to provide an example of one or two facilities names?
• User that have logged into the app’s name?
• Screenshot or a short video of what the user is experiencing?
• Build version the user is on?
• Take screenshots of the data count:
  • Open the app
  • Scroll down to View Profile
  • Scroll down on User profile list and click on Data count
• Take a screenshot of the Storage
  • Click on the three dots at the top right-hand side of the screen
  • Click on Diagnostics

This is not a fault. The operational dashboard counts columns independently and doesn't look at a sample as a whole.

It check whether the samples was in all the test statuses. For example if the sample was created 30 May but collected the 1st of June and you filter the dates for 1st of June to 30th of June it will show you that 0 was created and 1 delivered.

On the Operational Dashboard you cannot compare two fields with one another. If a comparison needs to be done, you can use the Viral Load Result Summary. Except for data regarding couriers then the Operational Dashboard can be used. 

Batches gets automatically removed after 3 days in South Africa and after a month in Zambia. 

If there is batches still on the device, then this can be removed manually by using 'User Management' and then mark it as collected.

For results the following sync rules apply:

1. Results authorised in the last 6 weeks - available locally on device
2. Results authorised more than 6 weeks ago - only available online

This means that when searching for an old result, you have to be connected and should have data available.

Samples must only contain numbers and uppercase letters. The application won't allow you to add samples that does not have uppercase letters and numbers. The reason is for the integration with the lab systems - they can't pull lowercase items from us. 

If a sample is scanned, you won't be able to scan the same sample twice, the is an impeder for that. Also the barcodes in RSA and Zambia must be a minimum of Zambia (8 digits) and in RSA (12 digits), otherwise it impedes the user to create a barcode. 

A batch can't be deleted if it's not empty. But an empty batch can be deleted  (see question 37 on how to delete a batch). You can also edit a batch, remove samples from a batch or delete a sample. 

This can be rectified in sample management by following the steps below:

Step 1: Open the eLabs application.

Step 2: Click on "Sample Management"

Step 3: Click on the batch

Step 4: You can now edit or delete the batch

Step 5: If you want to add another sample to the batch, remove the sample from the batch or delete a sample, click on "Edit"

Notifications does not gets send anymore as results comes through. We only send notifications twice a day. 

Notification are sent at 08:00 and 16:00 daily. The notification will sum the number of results for action at that point in time.

Archived facilities (service points) are included on the adoption dashboard.

A facility will only be on the result summary if they have a sample in the time you filter.

Chances are better that the facility will appear on the operational dashboard because only one of the columns has to fall in the date filter range for it to appear. 

Session count – it is the number of times that a specific service point/facilities enrollment code has been used.

Latest container connected – the latest APK version that was used to enroll one of the facilities

The operational dashboard shows 0 created by lab but the samples were not scanned on the device. Is the "created by lab" not supposed to show samples that were not captured by facility? 

The "Created by Lab" only shows on the dashboard once the samples have actually been resulted. 

So we only display it on the dashboard when we have received and processed ALL the relevant info from TrakCare (the registration as well as the result).

Multiple batches are created by one user. See screenshot

This is happening because the device is not synchronising. You can search for a stronger signal around the facility in order 

to successfully synchronise the application. 

As this facility is a Hub based on the changes made previously the intention was that samples from other facilities

delivered to the hub will be visible under sample management at the hub.

When users received this error It’s important to note that when granting the Data Encryption Permission

to a facility, all newly created service providers log in and complete their initial sign-on process first before

granting the permission.