Errors & Troubleshooting
Note: if you have disabled backups to the SHOEBOX Data Management web portal (not recommended), then the Status Indicator beside the patient will remain in the red error state.
Error Messages
|
Message |
Meaning |
Action Required |
|
Error: mandatory field |
A mandatory field has not been filled in. |
User must provide the Noah alias as well as a username and password of a valid Noah user in order to connect. |
|
Error: admin user required for first login |
The SHOEBOX app has not yet been registered with your Noah system and an administrative user is required for the initial login. |
User must provide username and password for a Noah administrative user. |
|
Error: external service version is not supported |
Noah is on an unsupported version. |
Noah needs to be upgraded to version 4.9.1 or higher. |
|
Error: invalid external service alias
|
The Noah Alias was incorrect. |
Double check that the entered Noah Alias is typed correctly and matches the alias you set in the initial set-up process. |
|
Error: invalid username or password |
The username or password was incorrect. |
Double check that the username and password provided match credentials for a valid Noah user. In rare cases this message would also be displayed if your Noah server is not connected to the internet. |
Status Indicators
|
Icon |
Meaning |
Possible Cause |
|
|
SHOEBOX is syncing patient data with the SHOEBOX web portal or Noah. |
Update made to patient. |
|
|
SHOEBOX was unable to push audiogram results from this patient to either Noah or the SHOEBOX web portal. |
No internet connection. Not connected to Noah. In very rare cases this may be caused by unexpected data transfer. If re-establishing connection to Noah does not resolve this issue, please contact SHOEBOX support. |
|
|
SHOEBOX is not experiencing any issues. All data has been pushed to expected locations. |
|
|
|
The Noah Alias was incorrect. |
Double check that the entered Noah Alias is typed correctly and matches the alias you set in the initial set-up process. |
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Last Updated: 2024-11-05 |
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