My tablet isn't working! What should I do?

Android tablets, like all technology devices, can - to use a technical term - "flake out" sometimes. This can take result in a number of symptoms that are usually pretty clearly not related to the Ocean app. But if there's any doubt, try to access a standard website from a web browser on the tablet (i.e. Chrome). If you can't access to a standard website like cbc.ca, then the issue is not related to Ocean. 

If this is indeed the case, we recommend the following steps to try to get it working again:

  • Put the device in airplane mode in the settings, and then take it out of airplane mode.
  • Try powering off the device and restarting it.
  • Take a paperclip, unbend it and stick the end into the "reset" hole, assuming there is one. There is a hidden button in that hole that will clear more than a simple reset.
  • Reset to factory settings and reinstall Ocean (steps to reset the factory settings are here).
  • Take it back to the retailer (particularly if it's still under warranty, but even if its not, sometimes retailers like Best Buy will be able to help you with an exchange). You can also call the manufacturer's support line (i.e. the usual stuff).

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My tablet was deregistered due to a "Tablet Tamper Warning". Why did this happen and what should I do now?

The Ocean Tablet has a security feature to detect new app installations and unauthorized upgrades. This feature is designed to protect against a number of things:

  • Patients (or their children) installing games without your permission
  • People installing nefarious software such as keyboard trackers to compromise PHI
  • Patients upgrading software without clinic consent
  • Removal of apps that have been deliberately installed by IT people (e.g. asset tracking apps, geolocation lockdown apps, etc.)

If the Ocean Tablet detects any changes to the installed app list, it considers itself compromised. It deletes its authentication token and the encryption key as a security precaution since it can't tell whether a change was innocuous.

Before reactivating the tablet, you should first review the app changes and make sure that they are benign. You might need to do some Googling to understand the "package names" that were installed or uninstalled. If you aren't sure, you should reset your tablet to factory conditions and reinstall the Ocean app.

If the changes are benign, you can simply re-enter your Ocean user password and encryption key to re-register the app.  

Note that one frequent cause of "false positives" is auto-updates to Android. Those are often enabled if you have a Google Play user account on the device (a very bad idea). You can generally disable auto-updates in Android settings in any case by going to the Settings options in the Google Play Store, clicking "Auto-update apps" and selecting "Do not auto-update apps".

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How do I get my tablet to stop autofilling information?

Auto-Fill

Autofill is a common default setting on a number of tablets found in the keyboard options. Having this option activated may result in some patients being able to see information typed in by patients who used the tablet before them.

  • To turn off autofill on Samsung tablets:

    • Go into the tablet's Settings app.
    • Select "General management" and then "Language and input".
    • Select "On-screen keyboard" and then "Samsung keyboard".
    • Select "Smart typing". Toggle the "Predictive text" switch to the left to disable predictive text.
    • Other tablets should have similar settings.
    • Note: If autofill continues to be a problem, it may be useful to download the Google Keyboard ("Gboard") from the Google Play Store and use that instead of the default Samsung keyboard.

Auto-correct

Autocorrect is also a common default tablet setting that can be frustrating if a patient is required to type in free text.

  • To turn off autocorrect:

    • Go into the Settings app.
    • Select "Language & Input".
    • Select the keyboard that you are using (most likely the Google keyboard, i.e. Gboard).
    • Select "Text Correction".
    • Toggle the "Auto-correction" to the left to turn it off.

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Why won't the keyboard show up on my kiosk tablet?

If you find that a patient is trying to type something into your kiosk tablet, but the on-screen keyboard isn't showing up, follow the steps below regain access to your on-screen keyboard.

    • Enter the Settings app on your tablet.
    • Select "General management" from the menu along the left and then select "Language and input".
    • Under "Keyboards", select "Physical keyboard".
    • Toggle "Show the on-screen keyboard" ON (i.e. to the right).

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Why aren't any health cards swiping successfully on my kiosk?

If you have ordered a your kiosk peripheral hardware items on your own (i.e. NOT directly through us), it is possible that you have ordered from the first generation of Magtek card readers.

Unfortunately, this first generation of card readers has trouble connecting to the Android 7 operating system, resulting in any of the following error message(s) repeatedly appearing on the tablet whenever any health card is swiped on the card reader.

Your health card cannot be validated. Please go to the reception desk.

We were unable to process your request. Please go to the reception desk.

Failed to read card. Please swipe your card again or type in your health number.

To get your card reader working properly with Android 7, you will simply need to do a quick "zap" of your card reader by plugging it into a Windows computer and following the steps outlined in: "Configuring Magtek Card Readers for Android 7".

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How do I turn off birthday validation on my kiosk tablets?

When using Ocean Check-in Kiosks, patients are required to swipe their health card to check in for their appointment. By default, after a health card has been swiped, the kiosk will display an "Introduction Screen" with a birthday validation field, to verify the patient's identity. This provides an additional security measure to ensure that only the appropriate patient has access to their own forms.

When a tablet is in "Kiosk Mode", you may notice that the options to control the introduction screen and birthday validation are blocked. However, we understand that our clients serve a variety of patient groups with diverse needs, some of whom would prefer to just go straight to their forms after check-in. The steps below will describe how you can still change these settings, even for tablets in kiosk mode.

  • Log in to the Ocean Portal and navigate to the Tablets tab.
  • Locate your kiosk tablet group and click "Edit".
  • In the Introduction tab, change tablet mode from "Kiosk" to "Staff-Initiated". This will allow you to access the "Always Show Introduction Screen" and "Birthday Validation" checkboxes.
  • Uncheck the "Always Show Introduction Screen" and "Birthday Validation" boxes, as needed, and then save your changes.
  • Click "Edit" again to return back into your kiosk tablet group settings.
  • Change tablet mode from "Staff-Initiated" back to "Kiosk Mode" and save your changes.
  • Once you've saved your changes, enter 3 or 4 random digits into your Ocean tablet and it should return to "Kiosk Mode" (i.e. asks for the health number), with your introduction screen and/or birthday validation disabled.

Note: The introduction screen checkbox MUST be checked in order to have birthday validation enabled, but the introduction screen can be enabled without birthday validation.

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How do I send my tablet logs to CognisantMD?

Most errors are visible to CognisantMD administrators automatically. However, we occasionally need to ask you to send your tablet logs to us to investigate errors further.

  • To send your tablet logs to us, follow the steps below:

    • Tap the cog at the bottom left corner of the tablet main screen.
    • Enter your Ocean credentials.
    • Choose "View Log" from the menu of options.
    • You will then see a blue button at the bottom to "Send to CognisantMD". Tap this button and the logs will be sent to us.

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When should I upgrade my tablets? When should I update the Ocean custom form in my EMR?

In general, you won't need to upgrade anything in your clinic at any particular time, especially if things are going well. We upgrade the Ocean web portal every week but we are very careful to avoid breaking connectivity with EMRs and tablets.

That being said, there are reasons that you might want to update your tablets or EMR integration code (like the PS Suite custom form). Maybe you've heard about a new feature you'd like to use. Maybe you've run into a bug (perish the thought). Or maybe you are trying to use a clinical form that requires a newer version. In any case, we've made upgrading tablets and EMR integration code fairly easy for large and small clinics.

If you do want/need to upgrade your Ocean tablets, there are a few "best practices" that we recommend if the situation allows:

  • Don't upgrade them all at once; upgrade one or two near you physically and make sure everything is still smooth. There are too many moving parts to go with a "big bang" upgrade, particularly with EMR integrations at different versions.
  • If you are a large site upgrading many tablets at once from an old version, let us know.
  • Generally speaking, first thing in the morning is a bad time to change anything. 

There may be times that CognisantMD staff will remote update your tablets or force you to update your EMR integration code before using Ocean again. We generally only do that with you on the phone although we might do it without warning if we find a security issue or other urgent bug that warrants it.

As always, don't hesitate to contact us at ocean.tips/support if you have any questions about the upgrade process.

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I've downloaded the wave.apk app file but Android says "Can't open file".
  • Some versions of Android won't launch an APK file from the Downloads app or straight from the browser downloads.
  • Assuming the file looks valid (i.e. more than 1MB in size), you should be able to install it by opening the file from the "Downloads" app on your tablet (or the "My Files" app if you are using a Samsung tablet):

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