Troubleshooting

Try these steps before contacting support. When you do need help, share what you were doing, any on-screen message, and your Echo version (Settings → About) — not patient names or IDs.

I can’t sign in

1. Confirm you can reach Joints in a normal web browser on the same computer.
2. In Echo, choose Login and complete the Joints (or clinic SSO) steps in the Login window.
3. If you see Can't reach Medstrat Joints, check the network / VPN, then choose Retry.
4. If login loops or never reaches the worklist, try again after your IT team confirms Joints is healthy — Echo waits until Joints lands on the worklist or a study.

Guide: Logging in.

Echo signed me out unexpectedly

Joints may have ended the session (timeout or logout inside the Study List). Sign in again with Login. If this happens often, ask IT about session length and idle policies.

Search returns no patients

1. Check spelling and try fewer fields (for example patient ID alone).
2. Confirm date of birth format (year-month-day).
3. Make sure you are signed into Joints — Search needs an active clinical session.
4. If Search works for other staff but not you, ask IT whether your account has PACS search rights.

I can’t open a second study

On Echo Free, only one open view is allowed. Close the current view, or ask your admin about Pro. If you are supposed to have Pro and still see the limit, open Settings → Account and use Retry on the license check.

History is empty

• Free plans do not record History.
• Only views you open on this computer are listed — synced tabs from a colleague appear in History after you open them here.
• Confirm filters aren’t hiding rows; choose Clear on the filter row.

Tab Sync won’t connect

Work through these in order:

1. License — Status bar should show Echo Pro. Staff and Provider only.
2. Enable Tab Sync is on under Settings → Tab Sync.
3. Log in with Microsoft using your work account (not a personal Microsoft account).
4. Admin consent — If you see that your organization must approve Files access, ask IT to complete admin consent, then sign in again.
5. Choose a list — Providers select Your list. Staff must select or add a shared list; sync stays idle until a list is chosen.
6. Use Sync now on the status bar or Tab Sync settings after fixing the above.
7. If the status bar shows Update available related to sync format, update Echo on every device using that list.

Guide: Tab Sync.

My colleague can’t see my shared list

1. Confirm you shared with their exact work email in the same Microsoft 365 organization.
2. Send them the Share link from Share my list so they can use Add shared list by link.
3. Wait a few minutes for Shared with you discovery if they are not using the link.
4. Confirm they are signed into Echo Tab Sync with Microsoft on their device.

Sync looks stale on another device

1. Confirm both devices use the same sync list.
2. Wait about 30 seconds, or choose Sync now.
3. Confirm both devices are online and signed into Microsoft for Tab Sync.
4. Avoid Reset my list unless you intend to clear today’s views for everyone on that list.

License says Past Due, Paused, or similar

Open Settings → Account → Lumirai Echo and read the explanation on the page. Usually your clinic administrator or billing contact needs to renew or re-enable the license. You may temporarily see Free limits until the license is healthy again.

The Study List looks too big or too small

Settings → Account → Medstrat Joints → Study list — switch between Bigger Text and Better Layout.

Echo feels stuck after a shared iPad handoff

IT may ask you to use Settings → About → Erase local data. That signs out local sessions and clears local History/sync cache on this computer. It does not delete your organization’s OneDrive Tab Sync folder.

Still stuck?

Contact your clinic’s Echo / IT administrator with:

• Echo version (Settings → About)
• Mac or Windows
• Whether the issue is login, search, viewer, History, or Tab Sync
• The exact message on screen (no patient names)