Troubleshooting

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

I can’t connect to Lumirai Link

1. Confirm the Hostname matches what IT gave you, with no extra https:// unless they said so.
2. Leave Use secure connection on unless IT told you to turn it off.
3. Confirm you can reach other clinic systems on this computer, including network or VPN access.
4. Choose Connect. If you see Unable to connect, fix the host or network and try again.
5. After a host is saved, Settings → Lumirai Link has the same fields plus Connect.

Guide: Connecting and logging in.

I can’t sign in

1. Confirm the status chip or splash shows Viewer is Connected to Link. Login stays disabled until then.
2. Choose Login and use your Lumirai Link email and password — not a Joints password.
3. If you use emailed codes, choose Log in without password, request a one-time code, and enter the code from your inbox.
4. Read the message on the form: Login failed means to check your email and password, Email not found means to check the address, Invalid code means to request a new code, and Your account is locked means to contact IT.
5. Forgot password? opens your clinic’s reset page in a browser.

Guide: Connecting and logging in.

Viewer signed me out unexpectedly

Link may have ended the session, either through a timeout or a server-side logout. Sign in again with Login. If this happens often, ask IT about session length and idle policies. If you saved a new hostname, Viewer reconnects and signs you out on purpose.

No rooms in the sidebar

1. Open Settings → Rooms and turn on at least one exam room.
2. If the page says rooms are still loading, wait for Lumirai Link.
3. If it says No rooms are available on this server, ask IT whether rooms are set up.
4. Room Scheduling can change which rooms are selected at a given time — check Settings → Room Scheduling if rooms disappear on a clock.

Guide: Rooms.

The room is vacant and I need to show a patient

Vacant Room means nobody is assigned yet.

1. Use Search, or History, to find the patient.
2. Open ⋯ and choose Assign to that room.
3. Or open them in Open Studies if they should not change the exam room.

Guide: Search.

Studies won’t load

Work through the cover on screen:

If Search works for other staff but not you, ask IT whether your account has PACS search rights. Guide: Viewing studies.

Search returns no patients

1. Check spelling and try fewer fields, for example patient ID alone.
2. Confirm the date of birth format (yyyy-mm-dd).
3. Make sure you are signed into Link — Search needs an active session.
4. If Search works for other staff but not you, ask IT about PACS search rights.

I can’t open another Open Studies tab

Desktop Viewer allows four extra patient tabs. Opening another replaces the oldest. Close a tab with X or ⌘ W / Ctrl W, or assign the patient to a room instead. Watched rooms do not count toward the four.

History is empty

• Only your last 7 days, up to 100 entries, on Lumirai Link are listed.
• Confirm filters aren’t hiding rows; choose Clear on the filter row.
• Logging out does not clear History. New activity appears after you open a patient here.

Shared Joints account — I can’t click the images

This is expected when Link supplies a Joints login that is not your Lumirai username. Studies can display; input is blocked. Settings → Medstrat Joints shows a Shared badge. Ask IT if you should have your own Joints account. Do not try to sign into Joints inside the viewer.

Lightbox lock does nothing

1. Confirm the room actually has a Lumirai Lightbox. The control is hidden otherwise.
2. Wait out Lightbox lock pending, then try again.
3. Check the Lightbox in the room and the Link connection on the status bar.

Guide: Lightbox lock.

The study viewer looks too big or too small

Open Settings → Medstrat Joints → Study viewer and switch between Better Layout (80%) and Bigger Text (100%).

Updates won’t install

1. Open Settings → About.
2. Confirm Automatic updates is on, unless IT asked you to turn it off.
3. Choose Check Now. When a version is ready, quit Viewer or choose Restart Viewer.
4. Store builds update through the Mac App Store or Microsoft Store, not Check Now.

Viewer feels stuck after a bad install or shared PC handoff

IT may ask you to use Settings → About → Erase local data. That signs you out, deletes the saved login and Joints cookies on this computer, and restarts Viewer. It does not delete History on Lumirai Link.

Still stuck?

Contact your clinic’s Viewer or IT administrator with:

• Viewer version (Settings → About)
• Mac or Windows
• Whether the issue is connect, login, rooms, studies, Search, History, or Lightbox lock
• The exact message on screen, with no patient names