Support checklist and FAQs

What is this guide?

This guide will take you through the steps to follow if you need support whilst using the Immunisations Mobile Application (App). It also provides a list of frequently asked questions. This includes:

1. A support checklist
2. FAQs.

Who should read this guide?

Nurses using the Immunisations Mobile Application who need support with a problem or have a question.

1. Support checklist

The following flowchart shows the steps to follow before raising a support request with RIVIAM or your IT department. To note, the RIVIAM support email address is: support@riviam.zendesk.com.

Q: What should I check before raising a support ticket?

A: Please check the internet connection on your device by using the web browser to access a website.

A: Please check the version of the mobile App is the latest one. The version number is displayed at the top of the App as shown below. If you are unsure what the latest version is, please check with your line manager or IT manager.

What does the red banner look like?

The red banner will appear at the top of the App as shown below.

2. FAQs

If you have any questions about the Mobile App, please see the below FAQs (taken from the Immunisations Mobile Service User Guide) before raising a support request.

Red banner on app

Q: I have a red banner, can I still use the App?

A: Yes you can if this is related to network connectivity (see Q3 below), however the App cannot be used if you think you are on the wrong version.

Forgotten login

Q: What do I do if have forgotten my login details? 
A: You can reset your username and password. To do this, choose the ‘Forget password or activate a user’ text below the Login. Then it’s the same process as when you set yourself up a user: request a code -> enter username, first name, last name -> enter code, email, password. 

Network connectivity

Q: What happens if there is no network connectivity?  
A: If there is no internet connectivity, you can continue to use RIVIAM’s Immunisations Mobile application and messages will queue up, ready to be sent to RIVIAM’s Cloud service when you do have network connectivity. Please see Section 6.3 of Immunisations Mobile Service User Guide for more information on how this will be displayed on the Home Page. 

However, it’s really important that in this situation you check with each child being immunised that they have not already received the vaccination at the clinic. It is possible that during a clinic a child will present themselves again (possibly to a different member of staff) and receive the same vaccination for a second time. By directly asking the child this will prevent any potential risks of double vaccinations. 

Q: What happens if there is internet connectivity and you see that outgoing messages are still queueing up?   
A: In this instance, please send a support ticket to RIVIAM. In the interim during the clinic, please be vigilant and, as explained above, check with each child that they have not already received the vaccination at the clinic.   

App crashes or device breaks

Q: What should I do if the app crashes or if my device is broken during a clinic session? 
A: If the app has been connected to the internet and messages have been shared successfully, you can get in touch with RIVIAM via sending a support ticket and we can provide you with the details of which children in the session have already been immunised. Once you have this information, you can continue the clinic by reverting to using the RIVIAM spreadsheet but you will know which children still remain to be immunised.  

Multiple nurses managing clinics

Q: If there are several clinicians giving vaccinations at a clinic, will the application record outcome in real time so there is no risk of double vaccinations? 

A: Yes, as long as the application is connected to RIVIAM’s cloud services via the internet and you can see on the Home Page that messages are being successfully sent. See Section 6.3 of the Immunisations Mobile Service User Guide for more information.    

Clinic scheduling

Q: What should I do if my name is not appearing on the available people list under a clinic?

A: If your name is not appearing on the available people list under a clinic, then you will need to check your availability has been set up correctly. To do this, please see section 9 of the Immunisations Mobile Service User Guide or contact your Admin Lead.

Clinic hasn't appeared

Q: My clinic hasn't appeared, what should I do?

A: Please check with your line manager if you have been allocated to the clinic. If you have been allocated, please try logging out and back in. If the clinic is still not appearing, please contact RIVIAM support.