Why am I seeing an error message or grayed-out videos?

If you're seeing an error message, or if your exercises are grayed out, please select the option below that best describes the issue you're facing: 

Error when trying to view exercises

Error when trying to log in

Error message or gray list when trying to view exercises

Please choose the option below that describes the device you're using:

Android device (mobile app)

If you receive a message that says ERROR_CODE_IO_FILE_NOT_FOUND (see image below), please follow the steps listed to clear your data.

1. Write down your 8-digit access code, which can be found by tapping the gear icon in the top right corner of the app and looking under "Manage programs"
2. On your Android smartphone, go to your Settings app (gear icon)
3. Select "Apps"
4. Tap Medbridge GO
5. Click on Storage
6. Tap "Clear data" or "Clear storage"
7. After tapping clear data, a pop-up may appear that asks if you would like to the "delete app data?" Tap "OK" or "Delete" to delete the data
8. Go back to your home screen on your phone to relaunch the Medbridge GO app, then click "Get started" and enter your access code

*If clearing data/storage does not resolve the error you're facing, we recommend clicking here to see the most common troubleshooting steps

iPhone or iPad (mobile app)

If your app looks like the screenshot below, or if you're getting a different kind of error, please follow the steps listed:

1. Write down your 8-digit access code, which can be found by tapping the gear icon in the top right corner of the app and looking under "Manage programs"

2. Delete the Medbridge GO app from your device (click here if you need instructions)

3. Go to the App Store and redownload the Medbridge GO app

4. Reopen the app, tap "Get started", and enter your access code

*If deleting and reinstalling the app does not resolve the error message, we recommend clicking here to see the most common troubleshooting steps

Web browser

We recommend clicking here to see the most common troubleshooting steps, which may resolve the error you're facing.

Error message when trying to log in

Before proceeding, please confirm you're using the correct app or website.

• If you're using the Medbridge GO mobile app, look for this icon:

• If you're on a browser, make sure you are visiting medbridgego.com (please note that the website medbridge.com is for clinicians only)

After confirming the above, please choose the error message that best matches the issue you're
experiencing:

"One or more of the details do not match"

If you're getting an error on the "Verify Identity" screen saying one or more details don't match, please click here.

Invalid access code, password or username/email

If you see a message saying that your access code, password or username/email are invalid, please click here for specific instructions.

A different error message

If you're a Kaiser patient, please click here. Otherwise, we recommend clicking here to see the most common troubleshooting steps, which may resolve the error you're getting.