Browser Troubleshooting Guide for SmartCall Messenger and HostConcepts

When to Use This Troubleshooting Guide

There may be cases where a user does not see the expected behavior in SmartCall Messenger, such as:

• Adding a patient to the waiting list

• Sending a message

• Moving a patient between departments

• Or other normal system actions
  
  

In some situations, we may confirm from our side that everything is working correctly, but the user continues to experience the issue.

When this happens, it is usually related to the browser (stored data, cache, or extensions), not the system itself. In these cases, please follow the troubleshooting steps below to help identify and resolve the issue.

Step 1 – Try Incognito Mode (Recommended First Step)

This helps check if the issue is related to your browser settings, cache, or extensions.

What is Incognito Mode?
Incognito opens the browser without saved data, cookies, or extensions. It is a “clean session” to test the system.

How to open Incognito in Chrome:

1. Click the three dots (⋮) in the top right corner
2. Click “New Incognito window”
3. Log in to the system again and test the issue
   
   

 If the system works in Incognito, the issue is likely related to your browser settings.

Step 2 – Hard Refresh the Page

This forces the browser to reload everything from the server and ignore stored data.

How to do it:

• Press Ctrl + F5 on your keyboard. Then test the issue again.

Step 3 – Try a Different Browser (Microsoft Edge)

If you are using Chrome:

1. Open Microsoft Edge
2. Go to the system (SCM or HC)
3. Log in and test the issue
   
   

If it works in Edge, the issue is likely with Chrome.

Step 4 – Reset Chrome (Only if needed)

If the issue only happens in Chrome, follow these steps:

1. Open Chrome
2. In the address bar, type:
   chrome://settings/reset
3. Press Enter
4. Click “Restore settings to their original defaults”
   
   

What this does:

• Resets browser settings
• Disables extensions
• Clears temporary configurations

What it does NOT do:

• Does NOT delete bookmarks
• Does NOT delete saved passwords

Important

If the issue continues after all steps:

• Take a screenshot
• Describe what you were doing
• Report the issue to support