How to check whether the problem is on your side
Four tests in five minutes — a cache-bypassing refresh, signing out and in, a private window, and the demo. After them you know what to write in the report.
Plenty of "the page hangs" or "I cannot see yesterday's appointment" reports close in five minutes, before anyone reads them. Not because you are doing anything wrong — the browser is holding an old version of the page, and a session can drift out of step with what the administrator changed. These four tests are worth running in order; each rules out something different.
How to do it
Test 1 — refresh bypassing the browser cache
An ordinary refresh loads the page from the browser cache, so it changes nothing when the old version is exactly the problem. Force a fresh fetch:
- Chrome and Edge, Windows or Linux —
Ctrl + Shift + R - Chrome, Edge and Safari, macOS —
Cmd + Shift + R - Firefox —
Ctrl + Shift + RorCmd + Shift + R
Did that fix it? Testing is over. If not, carry on.
Test 2 — sign out and back in
Your role and permissions can change in the background — the administrator changes them at their end, and your browser is still working on what it knew when you signed in.
Open Settings → Account, click Sign out, sign in again with the same address, and repeat the action that failed.
If it works now, there was no bug — there was a stale session. It is still worth noting that someone changed the configuration recently.
Test 3 — open Heltio in a private window
Browser extensions — ad blockers, antivirus protection, password managers — are sometimes the cause. A private window disables them by default:
- Chrome and Edge —
Ctrl + Shift + N(Windows, Linux),Cmd + Shift + N(macOS) - Firefox —
Ctrl + Shift + PorCmd + Shift + P - Safari —
Cmd + Shift + N
Works in a private window and not in an ordinary one? One of your extensions is the cause — switch them off one at a time until you find the culprit.
Test 4 — repeat the same thing in the demo
The Heltio demo is two ready-made clinics filled with fictional data. You go in without creating an account, everything can be clicked, and the data resets to its starting state every night at 03:00.
There are three entrances: Enter as Practitioner, Enter as Receptionist and Enter as Patient. Choose the one matching your role and repeat the action that will not work.
The result of this test is the most valuable information you can give us:
- It works in the demo and not for you — the problem sits in your clinic's data or configuration. We know where to look.
- It does not work in the demo either — the fault is in Heltio itself, independent of your account.
- There is no such option in the demo — the feature may be enabled only for you. Tell us what you were looking for.
Report with the result, not just the description
Say outright that you ran these four tests, and give the result of the fourth. That one sentence saves the whole first exchange of messages. How to report: here.
What these tests will not check
- Permissions you do not have. A missing button is sometimes correct behaviour, not a fault — check roles and permissions before you call it a bug.
- Settings you cannot see. Booking rules, the scope of a pass, and working hours are configured separately and can look like a failure.
- Data from another clinic. If you work in several, check the switcher for which one you are in. The data is not shared.
When to skip the tests
Do not test when you suspect a personal data breach — someone else's access to your account, records sent to the wrong person, a lost device. Then what counts is time, not diagnosis: go straight to the breach reporting procedure.
Related
- Heltio demo — how to get in and what you will find there.
- Sign-in and account security — signing out, passwords, the PIN lock.
- Troubleshooting — specific symptoms and their causes.