System Troubleshooting Guide
This chapter provides a tiered resolution guide for common technical, operational, and clinical issues encountered across hospital workstations.
1. Multi-Tier Support & Escalation Framework
| Support Tier | Who Handles | Scope & Responsibilities |
|---|---|---|
| Level 1 — Self-Service | End User | Consult this user manual; check the workstation FAQ; retry with correct operational steps. |
| Level 2 — Peer Support | Hospital IT Champion / Department Lead | First-line operational questions; workflow clarifications; day-to-day triage. |
| Level 3 — Hospital IT | Hospital IT Administrator | User accounts, role assignment, password resets, audit log reviews, backup and workstation hardware. |
| Level 4 — Moana Technical Team | Moana Digital Health Core Team | Software bugs, database faults, integration failures, configuration errors, data integrity concerns. |
2. Patient & Registration Issues
| Symptom | Immediate First Action | Escalation Pathway |
|---|---|---|
| Patient not found in search | Try alternative name spellings; search by DOB only; search by National ID. Use the Patient Registry (MPI) screen. | Contact IT Champion if multiple searches fail. |
| Suspected duplicate record | Do not merge records independently. Note down both Moana IDs. | Escalate to Hospital Administrator for resolution via MPI Review Queue. |
| Wrong patient chart opened | Close the chart immediately. Return to the patient directory and search carefully. | Document in clinical notes if any patient information was viewed in error. |
| Cannot create new patient (409 Conflict) | A matching record already exists in the system. Confirm identity and use existing record. | Contact Administrator if records belong to two different individuals. |
| Unknown patient — no demographics | Tick the "Unknown Patient" checkbox. Complete full demographics once patient is stabilized. | Contact IT Administrator if the flag is disabled. |
3. Clinical & Orders Issues
| Symptom | Immediate First Action | Escalation Pathway |
|---|---|---|
| Prescription not visible in pharmacy queue | Confirm order was digitally signed (status: PENDING). Re-sign if needed. | Contact Pharmacy and Moana Technical Team if routing fails. |
| Drug-allergy advisory not appearing | Confirm allergy is actively recorded in the patient's allergy list on the banner. | Contact Moana Technical Team if formulary data is missing. |
| Lab result not visible to doctor after approval | Supervisor must complete the separate Dispatch step in Moana-LIS. | Contact Moana Technical Team if Dispatch fails to push to EHR. |
| PACS image not loading in OHIF viewer | Wait 60–90 seconds after DICOM C-STORE transmission. Refresh Radiology Worklist. | Contact IT to check DICOM C-STORE network connection if study remains missing. |
| Lab order fails when placing offline | Laboratory orders cannot be placed offline — this is expected system behavior. | Use a physical paper lab request form; enter into Moana once connection returns. |
| SOAP note will not submit | Verify that all four sections (Subjective, Objective, Assessment, Plan) have text and ICD-10 code is present. | Complete all required fields; check for missing ICD-10 diagnosis code. |
| Discharge blocked by pending result | The system does not block discharge for pending results — check if other fields are missing. | Contact IT if an unexpected system error message is blocking discharge. |
4. Access & Permission Issues
| Symptom | Immediate First Action | Escalation Pathway |
|---|---|---|
| Cannot log in | Check username and password credentials; ensure Caps Lock is off. Never share credentials. | Contact Hospital IT Administrator immediately for a password reset. |
| Access denied to screen (403 Forbidden) | Confirm your assigned user role includes access to this module. | IT Administrator to verify and adjust RBAC role permissions. |
| Billing module not accessible | Confirm Billing Officer role is correctly assigned in Staff Management. | Hospital IT Administrator; Moana Technical Team to verify role configuration. |
| Pharmacy access error on dispense | Confirm role permissions are aligned with hospital pharmacy configuration. | IT Administrator; Moana Technical Team if configuration update is required. |
5. Connectivity & Synchronization Issues
| Symptom | Immediate First Action | Escalation Pathway |
|---|---|---|
| Sync shows PENDING after reconnection | Check network cable or Wi-Fi. Wait for background sync. Confirm SYNCED appears. | Contact IT Champion; Moana Technical Team if sync is persistently stuck. |
| Conflict queue shows items | Supervisor reviews each queued conflict: select Server-wins, Client-wins, or Manual merge. | Moana Technical Team if conflicts cannot be resolved through queue interface. |
| Session expired / screens inaccessible | Session security token has expired. Log out and log back in cleanly. | Contact IT if login fails after credential re-entry. |
| Cannot access past offline records | Only records cached during the active session are available offline. Access when online. | Normal system behavior — not a software error. |