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 Viewer) — not patient names or IDs.

I can’t connect

1. Confirm you have the hostname from IT — don’t guess.
2. On Welcome (or Settings → Lumirai Link → URL), enter the hostname and leave Use secure connection on unless IT says otherwise.
3. Choose Connect.
4. If you see Unable to connect. Check the host name and try again., recheck spelling, Wi-Fi or clinic VPN, then try again.
5. In Settings, if the status is Disconnected, choose Connect.

Guide: Connecting and logging in.

I can’t log in

Match the message on screen:

You are signing into Lumirai Link, not Joints. Forgot password? opens your clinic’s reset page.

If the OTP never arrives, confirm the email address and ask IT whether OTP is enabled for your account. Guide: Connecting and logging in.

The room says Vacant

No patient is assigned to that room.

1. Confirm the person was roomed in your clinic’s usual system.
2. On this iPad, use Search, find the patient, then choose Assign to that room.
3. If assign fails, note the error (no patient names) and ask IT.

Guide: Rooms and Patient search.

No Studies

The assigned patient has no studies Viewer can show yet.

1. Wait if an exam was just completed.
2. Choose Refresh Study List (in the toolbar, or swipe the room).
3. If studies exist in Joints on a workstation but not here, ask IT whether this patient’s ID matches PACS.

If the message is No Studies Selected instead, open Studies and check at least one exam. Guide: Viewing studies and Study list.

Joints Account Required

Link has not provisioned an authenticated Joints account for this session.

1. Open Settings → Lumirai Link and choose Log out, then Log in again.
2. Under Medstrat Joints, confirm an email appears (not Logged out).
3. If it continues, contact IT or support to confirm your account is enabled. You cannot fix this by signing into Joints in Safari.

Guide: Viewing studies.

Shared Joints account

A Shared badge means this iPad is using a clinic Joints account, not a personal one. Viewer blocks tapping inside Joints on purpose.

You can still use Studies, Search, assign, Draw, and Lightbox lock. If you need to click inside Joints, ask IT about a dedicated Joints account for your Link user. Guide: Privacy and shared iPads.

Lightbox lock is pending

The room card shows a spinner, and Lock Lightbox / Unlock Lightbox are disabled.

1. Wait — Link is applying the change. Don’t tap repeatedly.
2. Confirm the Lightbox in the room is on and connected.
3. If the spinner never clears, ask IT to check that room’s Lightbox.

Lock controls appear only on rooms that have a Lightbox. Guide: Lightbox lock.

Search returns no results

1. Check spelling and try fewer fields — Patient ID alone is often enough.
2. Confirm the date of birth (year-month-day; Viewer formats it as you type).
3. Make sure you are connected and logged in to Link.
4. If Search works for other staff but not you, ask IT whether your account can search PACS.

Guide: Patient search.

Include Patient asks “Are you sure?”

The record you are including has a different date of birth than the person in the room. That usually means two different people.

1. Compare PID, Name, DOB, and Sex on the confirmation.
2. Choose Cancel unless you are certain these studies belong on this room.
3. Choose Include only when you mean to show that other record.

Guide: Study list.

Still stuck?

Contact your clinic’s Viewer or IT administrator with:

• Your Viewer version (Settings → About Viewer)
• That you are on iPad
• Whether the issue is connect, login, vacant room, studies, search, or Lightbox
• The exact message on screen (no patient names)