Wi-Fi Issues on Devices
If you are experiencing issues with data recording and uploading to the desktop version on the Care App, Atlas eMAR or any other application, you will need to ensure that the device in use is currently connected to Wi-Fi.
Wi-Fi issues can be a common issue with your devices. There are a number of factors that can cause the devices not to be connected. This includes:
Distance of the device from your router or access point within the home
Location of router and any materials surrounding this
Internet set up within the home
Quantity of devices using the internet at one time
Internet speed in the home
If you are having issues with all of the devices within the home, this is most commonly down to the internet connection in the home. We would recommend that you contact your Internet Service Provider to ensure that there are no performance issues present on their side.
If there are any issues present on PCS, then this will be posted on our Status Page stating if there are Care App or Atlas eMAR related issues:
Wi-Fi Error Messages on PCS Applications
MCM Care Delivery (Care App)
'Web page not available' error
The above error message will appear if the device you are using is not connected to a Wi-Fi connection with an internet connection. This message will only appear if you are using the MCM Care Delivery application. If you have connected the device to Wi-Fi, you may need to hard close the application or restart the device in order to then use the application. Please be aware that this will remove any stored care notes on the device if they have not uploaded to Monitor.
Atlas eMAR
'Sync failed due to no network connect' error
If you are getting any of the above error messages when attempting to access the Atlas eMAR application, you will need to check that the device is connected to Wi-Fi.
Connecting Devices to Wi-Fi
Please follow the steps in the below guide to connect the device to Wi-Fi. This guide is only for devices that are currently on our Mobile Device Management (MDM) system.
If you are using a device that is not on any management system and appears like a normal phone, you will need to access your Network/Connection settings on the device. This can vary depending on the brand of device you are using.
If you are using a 3rd party management system, you may need to contact them directly to assist you with checking if the devices are connected to Wi-Fi in case this feature is restricted.
Resetting the Wi-Fi on your Device
If you are having Wi-Fi issues on a device, it may often be required for you to reset the Wi-Fi on the device. This can assist with resolving any connectivity issues on your current Wi-Fi. This guide will disconnect you and connect you back to the current Wi-Fi in the home.
Forget Wi-Fi Connection on your Device
Follow these steps if you would like to forget the current Wi-Fi connection the device is connected to. These steps can assist with connectivity issues on the device.
Connecting Your Device to a Mobile Hotspot
Please follow the attached guide to connect your homes device to a mobile hotspot:
Connecting your device to a mobile hotspot can assist you in a few different ways:
Allows you to determine if there is an issue with the homes Wi-Fi or an issue with a handheld device connecting to Wi-Fi.
Provides a temporary internet connection in the event that the homes main Wi-Fi goes down. This allows staff to still record care or log into devices which then allows staff to record care in offline mode.