We have compiled a list of the most common errors occurring in the iPlato Toolbar. Please have a browse before reaching out to the support team to see if there is a simple way to troubleshoot the issue you are experiencing:
Error 3501 - Failed to Load Conversations
Message:
Cause: This usually happens after the Toolbar was left open and the PC was turned off.
Resolution:
Click OK on all pop-ups
Close and relaunch Toolbar
Error 3510 - Error Updating Clinical Record
Message:
Cause:
File Record on the EMAS Manager has not been enabled for Patient Care Messaging (or My Health Text in Wales).
Resolution:
Go to EMAS Manager > Partner API > Patient Care Messaging (My Health Text in Wales)
Ensure Emis.Interop.PatientAPI.FileRecord has a green tick
If there’s an "X", deactivate and then reactivate Patient Care Messaging (My Health Text in Wales)
Note: Only the following file types can be uploaded from the Toolbar:
.jpg, .png, .pdf, .doc, .docx, .tif
Error 8010 - Sorry, the username / password combination is incorrect.
Message:
Cause:
User not ticked in both Edit Users and Login Access in EMAS Manager.
Resolution:
Go to EMAS Manager > Partner API > Patient Care Messaging (My Health Text in Wales)
Tick the user in both Edit Users and Login Access
Change the password again (further details on how to do this here: https://intercom.help/iplato-help-centre/en/articles/11086131-configuring-your-emas-manager-for-the-iplato-toolbar and for Wales https://intercom.help/iplato-help-centre/en/articles/11932814-configuring-your-emas-manager-for-the-iplato-toolbar-wales)
Error - Emis Auto Logon Failed/ The given key was not present in the dictionary
Message:
Cause:
If a user sees this pop up it means that one of the steps above has not been ticked for them. Head to EMAS Manager and confirm that they have been ticked for Edit Users and Login Access.
Resolution:
Go to EMAS Manager > Partner API > Patient Care Messaging (My Health Text in Wales)
Re-tick Edit User and Login Access in EMAS Manager (further details on how to do this here: https://intercom.help/iplato-help-centre/en/articles/11086131-configuring-your-emas-manager-for-the-iplato-toolbar and for Wales https://intercom.help/iplato-help-centre/en/articles/11932814-configuring-your-emas-manager-for-the-iplato-toolbar-wales)
Error 3012 - There has been a problem sending the message, possibly due to an infrastructure issue or bad request
Message:
Cause: This particular error message is usually due to an invalid email address, an invalid phone number, or a selected attachment still being open in another application.
Resolution: Please double check that the phone number or e-mail address is valid and close any other attachments open in any other applications.
Should you have further questions or are still having issues, please do not hesitate to reach out to us via email: help@iplato.com