Troubleshooting & FAQ

If you get stuck, check this page first. For each problem you'll find what the screen says and what to do. If that doesn't solve it, see Contacting support at the end.

Cannot sign in

You sign in with your Mobile number and Password, then press Sign in. Act on what the screen says:

Forgot your password

There is no "forgot password" button on the sign-in page. The clinic owner sets a new one:

1. The owner opens Admin › Users & roles.
2. They click the key icon on your row. The New password for {name} window opens.
3. They type a New password (at least 6 characters) and press Set password.
4. "Password changed; the user is signed out everywhere" appears. The owner gives you the new password privately.

After signing in, choose your own password: click the key icon in the header to open Change my password, fill in Current password, New password and Repeat new password, and press Change password. Your other devices are signed out.

The "No access" page

If a page shows "No access" with "Your role doesn't allow this page. Ask the clinic owner if you need it.", that page is not part of your role. For example, a receptionist cannot open the accounting pages and a lab technologist cannot cancel bills. Press Go to dashboard to go back.

"You don't have permission to do that" after pressing a button means the same thing. For example:

• Cancelling a whole bill, refunds and discounts above the limit are for a manager (or the owner). A receptionist who gives too much discount sees "Discount above {pct}% needs a manager".
• Verifying and amending reports is for the pathologist only.
• Settings, users and integrations are for the owner only.

If you need something your role doesn't allow, ask the owner. They can change your role in Admin › Users & roles, where the What each role can do table lists every permission. Details: Owner setup.

The "not part of your plan" page

A page that says "{name} is not part of your plan" means the clinic's licence doesn't include that feature (for example IPD, HR or online payments). It is not an error; everything else keeps working.

• The owner sees: "Contact JonakiSoft to add it to your licence. Everything else keeps working."
• Other staff see: "Ask the clinic owner, or contact JonakiSoft to add it to the licence."

If JonakiSoft has turned the feature on but the page still doesn't open, the owner goes to Admin › Settings, finds Licence & features and presses Sync licence now. The licence is also checked once a day by itself. Details: Payments, licence & AI.

Licence expired or locked

Yellow banner: "Your licence has expired"

A yellow banner at the top of every page saying "Your licence has expired. ClinicDesk keeps working until {date}; please renew." means the licence is in its grace days. Everything works normally until that date. Click Details in the banner for the support phone, WhatsApp and email. The owner should renew before that date.

The licence lock page

When the grace days are over, or the licence is suspended or revoked, a single page appears after sign-in. Its title is one of "Your licence has expired", "Your licence is suspended", "Your licence has been revoked" or "No licence found for this clinic".

• Don't panic: "All your patients, bills, lab reports and accounts are saved. They open again as soon as the licence is active. The patient portal and online booking are paused until then."
• The owner contacts us using the phone / WhatsApp / email on the page to renew. Other staff tell the owner.
• Meanwhile patients who open the report portal see "This clinic's online services are paused. Please contact the clinic." Hand reports over at the counter.

After renewing, the owner can press Sync licence now to unlock at once.

Cash shifts

"You have no open cash shift"

If the new bill (POS) page shows the warning "You have no open cash shift — payments won't be counted in a drawer.", you can still bill, but the money you take is not counted in any drawer, and the cash won't reconcile at the end of the day. So before you start:

1. Go to Front desk › Cash shifts (or press Cash shift on the POS page).
2. Press Open shift, count the drawer and enter Opening cash (৳), then press Open shift again.

Errors when opening or closing a shift

• "You already have an open shift": your earlier shift is still open. Close it first, or keep working in it.
• "This shift is already closed": it was closed already (perhaps in another tab). Refresh the page.
• "Only a manager can close someone else's shift": only a manager can close another person's shift.

When closing, enter Counted cash (৳) and the Difference is shown. Expected in drawer = opening cash + cash received − cash refunded − referral commission paid in cash. For mismatches see Billing & payments.

A bill or test cannot be cancelled

Open the bill and press Cancel bill (the whole bill) or Cancel tests (some tests / services). If it doesn't work:

• The button is missing: cancelling bills and refunds is for a manager or the owner only.
• "Give a reason": a reason is required.
• A test whose report is already verified can't be cancelled: "… is already reported — it can't be cancelled". The dialog also warns "Not possible once a report is verified." If the report is wrong, the pathologist amends it.
• "The company has already settled part of this bill — reverse that settlement first": a corporate client already paid part of this bill. Reverse that settlement first (Memberships & corporate billing).
• "This bill is cancelled" / "Already cancelled": the bill was cancelled earlier.

A patient can't see the report on the portal

Patients open /r and enter the bill number and the 6-digit report PIN printed on their money receipt. What they may see, and why:

If the patient lost the PIN, open the bill at the counter and reprint the receipt. Details: Patient portal.

Printing: receipts, labels and reports

Everything in ClinicDesk prints through the browser's print dialog, so any printer works.

• The receipt / invoice doesn't open: after saving, Print invoice opens in a new tab. If nothing opens, the browser blocked the pop-up. Allow pop-ups for this site with the icon at the right of the address bar. Tick Print invoice after saving on the POS to open it automatically every time (remembered per computer).
• Wrong size or cut off: the owner opens Admin › Settings, section Receipts, and sets Paper size to 80 mm thermal or A4 / half A4. In the print dialog keep scale at 100% and margins "None".
• Sample barcode labels: Sample labels or Print labels opens the label page, which says "(label printer paper: 50 × 25 mm)". Set 50 × 25 mm as the paper size in the label printer's driver. If barcodes don't scan, raise the printer's darkness and keep scale at 100%.
• Lab report overlaps a pre-printed pad: in Settings › Lab reports, turn off Print letterhead. "Off: leave a blank top margin for pre-printed pads."
• A report that won't print or deliver may not be verified yet: "Results can't be printed or delivered until verified."

SMS not sent

Front desk › SMS & WhatsApp shows the Status of every message:

• Not sent (no gateway): no SMS gateway is set up. The page says "No SMS gateway is set up, so messages are logged but not sent. You can still send any of them through WhatsApp with the link." The owner sets up an SMS gateway in Admin › Integrations.
• Queued: waiting to go; it will be sent shortly.
• Failed: the gateway refused it. The reason is shown (for example, no balance). Fix it and press Retry now.
• A patient without a number gives "No mobile number on file"; a bad number gives "Not a valid Bangladeshi mobile number". Correct the number in the patient's profile.

To check the gateway, the owner can press Send test SMS on the Integrations page ("Save the settings first — the test uses what is saved."). Bangla SMS fit 70 characters per part, so they cost more. Details: SMS & WhatsApp.

Analyzer results don't arrive

Open the machine in Laboratory › Analyzers.

1. If Last seen says "never" or a long time ago, the bridge on the lab PC isn't running. Check the PC is on, online, and the bridge is started. The command to run it is on the page (with the key).
2. If the Message log says "No messages yet — start the bridge, or send a test message.", nothing has come from the machine. Check its cable and port settings.
3. A message marked Unmatched or Partial has a sample ID or test code that didn't match. Map the codes listed after "Unmapped:" under Code mapping, then press Re-process.
4. "no specimen ID" means the machine ran the sample without reading the barcode. Scan the label and run again, or type the result by hand.

Details: Laboratory.

Slow internet or "Something went wrong"

ClinicDesk works over the internet; bills and results can't be saved without it.

• After pressing save, while the button shows "…" (for example "Saving…"), wait. Don't press again.
• If you see an error ("Something went wrong" or "Request failed"), check Front desk › Invoices before billing again: the bill may already have been created. Billing again without checking can give the patient two bills.
• Restart the router; if possible keep a mobile-data hotspot as a backup.
• Very old browsers cause problems. Use an up-to-date Chrome or Edge.

Bangla text and language

• Switch language with the EN | বাং switch in the header. Your choice is saved on your account.
• The owner sets what new staff see with Default language in Settings. Each user can also have their own Language in Users & roles.
• If Bangla letters look broken or show boxes, update the browser. ClinicDesk loads its own Bangla font (Hind Siliguri), so nothing needs installing. On slow internet the font may take a moment the first time.
• A few texts (especially some error messages) still appear in English even in Bangla mode. That is expected for now.
• Amounts and bill numbers stay in English digits on bills and receipts, on purpose.

Work done in the wrong branch

Bills, cash shifts, samples, appointments and admissions belong to one branch. The header shows the branch name or a branch drop-down.

• If you can't find a bill or a patient's sample, first check the right branch is selected.
• A user the owner has tied to one branch sees only that branch. If they need others, the owner sets their Branch to "All branches" in Users & roles.
• If a bill was made in the wrong branch, a manager cancels it with a reason and you bill again in the right branch. Patients are shared by all branches, so no new registration is needed.

Contacting support

If this page didn't solve it:

• First tell the clinic owner or manager. Many things (passwords, roles, branches, paper size, SMS gateway) they can fix themselves.
• The owner contacts JonakiSoft support. Phone, WhatsApp and email are on the licence page and on the website's Contact page, where you can also use Send us a message.
• When you get in touch, give: the clinic name, which page you were on and what you were doing, what the screen said (a screenshot is best), and the bill number if there is one.