Troubleshooting is all about isolating problem areas. The steps below are our standard recommended steps when trying to solve an issue.
Before you go through the rest of the page, please make sure to try using Chrome if you are not already using it. Many issues can be resolved just by switching browsers.
If you are using Chrome and still experiencing issues, please run through the following steps prior to contacting Support. We recommend doing them in the order listed.
- Update browser
- Update apps
- Clear cookies and cache
- Try a different browser
- Try Incognito or Private mode
- Try a different connection
- Reset Modem and Router
- App troubleshooting
- Try a different device
Update Browser
Make sure your browser is up to date. Browsers are regularly updated for improvements, which can resolve issues. You can check for updates in most browsers by going to the "Help" menu then selecting "Check for updates".
Update Apps
If you're experiencing problems with an app, check for a new version on the Apple or Google Play store. Many devices are set up to autoupdate, but in case yours is not or an update wasn't successful, please check.
We also highly recommend using the latest version of your phone's OS.
Clear cookies and cache
Your internet cache is a series of (usually) innocuous files that are downloaded to your computer whenever you visit a website. Those files are usually graphics, fonts, and other visual elements. After time they can become corrupted or out of date.
Cookies store user information such as whether or not a site remembers your login info. Like your cache, these can get corrupted or out of date.
Kapersky (internet security company) has instructions for how to do this with every browser here.
Try a different browser
Our browser-based products work best in Chrome, however you may find better results in a different browser. If you're already using Chrome, please try Firefox. We do not recommend Safari or Edge.
Try Incognito or Private mode
All browsers have an option to do a private session, which disables any browser extensions or addons that may be causing conflicts. Please try using the product in a private session to see if that solves the issue.
In Chrome this is called Incognito mode. Firefox calls it Private mode. In either case, go to the menu in the upper right of the browser (sometimes three dots, sometimes three lines) and choose to do a new Incognito or Private window.
Try a different internet connection
Any other internet connection that you can try will help to isolate the problem.
- If you are on your phones data plan or a hotspot, find a wifi network you can try.
- If you are on wifi, try switching to a data or hotspot connection.
- Try a different wifi network.
- If you're on wifi, and you have the ability to do, connect directly to your router or modem with a cable.
Reset Modem and Router
This is a regular standard troubleshooting step for isolating potential connection issues. If you've ever called your internet provider, this is probably the first thing they've recommended. We recommend unplugging both your modem and your router, waiting a couple minutes, then plug in your modem and let it boot up all the way before plugging in your router.
Your internet service provider should have instructions on how to perform this operation online.
App troubleshooting
If you are experiencing issues using one of our apps, we recommend the following:
- Close any open apps including ours.
- Check your app store for updates and install.
- Restart your device.
- Start our app back up and try again.
- If the problem persists uninstall the app then reinstall. (Android users: be sure to clear the app data before reinstalling.)
Try a different device
This may not be a viable option for everyone, but a great test is to see if the same thing happens on a different device. That could be a different phone, laptop, tablet, or computer.
Troubleshooting is all about isolating problem areas. If you see your issue below, please click the link to be taken to the appropriate article. Otherwise, continue on for our standard recommended steps to resolve tech issues.
Are you a Kaiser patient? Please click here to see our Kaiser article.
Getting an error message? Please click here to see our Error Messages article.
Having trouble logging in? Please click here to see our Login Help article.
None of the above? Please select an option below:
I'm trying to use the Medbridge GO app on a mobile device or tablet
We kindly ask that you run through the following steps (in order) before contacting Support. Select Step 1 below to get started:
1. Fully close and reopen the app
2. Check for updates
3. Delete and reinstall the app
4. Update operating system
5. Try a different device
6. Check your internet speed
1. Fully close and reopen the app
If you're on an Apple/iOS Device
From the Home Screen, swipe up slowly from the bottom of the screen and pause in the middle of the screen. Swipe right or left to find the Medbridge GO app, then swipe up on the app's preview to close it.
After the app is closed, return to your home screen and open the Medbridge GO app by tapping on the app icon. Visit the iOS Help Center for more information.
If you're on an Android Device
Swipe up from the bottom of your device's screen, hold, then let go. Then, swipe up on the Medbridge GO app. Return to your device's home screen and open the Medbridge GO app by tapping on the app icon. Visit the Android Help Center for more information.
2. Check for updates
If you're experiencing problems with an app, check for a new version on the Apple or Google Play store. Many devices are set up to autoupdate, but in case yours is not or an update wasn't successful, please check.
We also highly recommend using the latest version of your phone's OS.
Link instructions here for iPhone and Android
3. Delete and reinstall the app
Uninstall/reinstall instructions here
4. Update operating system
Updating OS instructions here
5. Try a different device
This may not be a viable option for everyone, but a great test is to see if the same thing happens on a different device. That could be a different phone, laptop, tablet, or computer.
6. Check your internet speed
Link to speed test here (create content block and include in article "How do I test my internet connection speed on my computer?"
If your speed says "slow", consider Reset Modem and Router or contacting your internet service provider. is a regular standard troubleshooting step for isolating potential connection issues. If you've ever called your internet provider, this is probably the first thing they've recommended. We recommend unplugging both your modem and your router, waiting a couple minutes, then plug in your modem and let it boot up all the way before plugging in your router.
Try another internet connection, if available Any other internet connection that you can try will help to isolate the problem.
- If you are on your phones data plan or a hotspot, find a wifi network you can try.
- If you are on wifi, try switching to a data or hotspot connection.
- Try a different wifi network.
- If you're on wifi, and you have the ability to do, connect directly to your router or modem with a cable.
Your internet service provider should have instructions on how to perform this operation online.
Still having trouble? Click here to Contact Support
I'm trying to use the patient portal (website) from an internet browser
We kindly ask that you run through the following steps (in order) before contacting Support. Select Step 1 below to get started:
1. Check for browser updates
2. Clear cookies and cache
3. Use Incognito or Private mode
4. Try a different browser
5. Try a different device
6. Check your internet speed
1. Check for browser updates
Make sure your browser is up to date. Browsers are regularly updated for improvements, which can resolve issues. Link to instructions for updating Chrome, then say "You can check for updates in most other browsers by going to the "Help" menu and selecting "Check for updates".
2. Clear cookies and cache
Your internet cache is a series of (usually) innocuous files that are downloaded to your computer whenever you visit a website. Those files are usually graphics, fonts, and other visual elements. After time they can become corrupted or out of date.
Cookies store user information such as whether or not a site remembers your login info. Like your cache, these can get corrupted or out of date.
Include instructions for clearing browsing data in Chrome, then: Kapersky (internet security company) has instructions for how to do this with every other browser here.
3. Use Incognito or Private mode
All browsers have an option to do a private session, which disables any browser extensions or add-ons that may be causing conflicts. Please try using the product in a private session to see if that solves the issue.
In Chrome this is called Incognito mode. Firefox calls it Private mode. In either case, go to the menu in the upper right of the browser (sometimes three dots, sometimes three lines) and choose to do a new Incognito or Private window.
4. Try a different browser
Our browser-based products work best in Chrome, however you may find better results in a different browser. If you're already using Chrome, please try Firefox. We do not recommend Safari or Edge.
5. Try a different device
This may not be a viable option for everyone, but a great test is to see if the same thing happens on a different device. That could be a different phone, laptop, tablet, or computer.
6. Check your internet speed
Link to speed test here
If your speed says "slow", consider Reset Modem and Router or contacting your internet service provider. is a regular standard troubleshooting step for isolating potential connection issues. If you've ever called your internet provider, this is probably the first thing they've recommended. We recommend unplugging both your modem and your router, waiting a couple minutes, then plug in your modem and let it boot up all the way before plugging in your router.
Try another internet connection, if available Any other internet connection that you can try will help to isolate the problem.
- If you are on your phones data plan or a hotspot, find a wifi network you can try.
- If you are on wifi, try switching to a data or hotspot connection.
- Try a different wifi network.
- If you're on wifi, and you have the ability to do, connect directly to your router or modem with a cable.
Your internet service provider should have instructions on how to perform this operation online.