Troubleshooting

Fixes for the problems providers and staff hit most often in Lumirai Link, and what to tell IT if you still need help.

Try these steps before contacting support. When you do need help, share what you were doing, any on-screen message, and the Link address you use — not patient names or IDs.

I can’t sign in

  1. Confirm you can open your clinic’s Link address in the same browser (for example https://lumirai.example.com).
  2. Recheck email and password. Email is not case-sensitive; the password is.
  3. Try Log in without password, request a one-time password, and enter the code from that email.
  4. If you see that the account is locked or disabled, ask IT to restore it. Do not keep retrying a locked account.
  5. If the page never loads, check the network or VPN, then try again.

Guide: Logging in.

I forgot my password

  1. On the login page, choose Forgot password?
  2. Enter your Link email and choose Reset my password.
  3. Open the email and follow the reset link.
  4. If no email arrives, check spam, confirm the address with IT, and try once more.

You cannot change a forgotten password from Settings — that page needs your current password.

Guide: Forgot password.

I don’t see any rooms

  1. Open Home or Rooms and choose Select Rooms.
  2. Clear the location filter if you set one.
  3. Turn on the rooms you watch, then close the drawer.
  4. If you use Room Scheduling, open Room Scheduling and choose Apply Rules, or Run Now on today’s rule. Confirm the rule is Enabled.
If Select Rooms itself is empty, the clinic has not given your account rooms yet — ask IT.

Guide: Selecting rooms.

Search finds no patients

  1. Check spelling and try fewer fields — Patient ID alone is often enough.
  2. Enter date of birth as YYYY-MM-DD.
  3. Confirm you are still signed in.
  4. If search works for other staff but not you, ask IT whether your account can query PACS.

Guide: Rooming a patient.

Studies are not updating

  1. Open the room and choose Refresh — from the menu or the refresh control.
  2. Wait a moment — new exams can take a short time to appear from PACS.
  3. Confirm the Patient ID on the bar is the one that was just imaged.
  4. If studies live under another ID, include that patient, then refresh again.
  5. Check that display icons are on for the studies you expect. Display none hides everything.

Guide: Room detail.

Lock stays pending

Yellow Lock or Unlock means Link sent the request and is waiting for the Lightbox.

  1. Wait several seconds for green Locked or red Unlocked.
  2. Confirm the Lightbox in that room is on and connected.
  3. Send Lock Screen or Unlock Screen once more — do not tap repeatedly.
  4. If the badge stays yellow or Unknown, ask IT to check that Lightbox.

Guide: Locking Lightbox.

Include looks wrong (mismatch)

  1. Open Multiple Matches — the yellow people icon — and compare PID, name, date of birth, and sex.
  2. If Link warned It is unlikely these are related records, cancel unless you are sure.
  3. Uninclude the extra patient using the badge X, or turn Include off.
  4. Search again from the actions menu, choose Include, and pick the correct row.

Guide: Multiple patients.

I was sent back to the rooms list

Auto-return to rooms list is on in Settings. Link leaves room detail after a few minutes of inactivity. Turn the switch off if you need to stay on the room.

Guide: User settings.

Still stuck?

Contact your clinic’s Link or IT administrator with:

  • The Link address you use
  • Browser, and Viewer or Lightbox if the issue is on those
  • Whether the issue is login, rooms, studies, include, or lock
  • The exact message on screen, with no patient names