Rover errors / common questions
Issue: Synch center error, Administrative time. User is unable to get out of this screen. User is unable to remove the bad admin time from their schedule. Closing the app and restarting the phone does not help.
Solution: Ask the Helpdesk to uninstall and reinstall the App on the MDM. Doing that will clear the error.
Jenny's training video: Introduction to Epic Rover - Overview | Rise 360 (articulate.com)
User may not have installed the latest iOS. Check if user needs an iOS update, user must be connected to WiFi to update this.
Issue: User is missing the app on the phone or they have the app but they are missing the environment configuration.
The Helpdesk pushes this out via the MDM
Rover Offline: Rover Offline | Knowledge Base | Help Desk (agrace.org)
Issue: User can only access Rover when they are on WiFi. It does not work on a cell connection.
Solution: Go to the user's phone settings (Gray Gear), go to Rover, turn on the setting "Cellular Data"
Issue: The encounter report in rover is the same as the summary report. The encounter report does not show the encounter charting.
Solution: NONE This is a current limitation with Epic and this has been submitted as a request for future development. Dorothy Mobile Encounter Report (epic.com)
Issue: patients that were charted on in Rover are missing in Remote client.
Solution: User must manually add chart to Remote client with green plus sign. SLG 6440535 / Rover - appointment doesn't add chart to Remote MyPatients
Issue: User charted in someone else's encounter in Rover. (Department Schedule vs. User's schedule)
Solution: Encounter must be marked as contact made in error and start over. SLG 6135811 / Rover encounters - limit by provider
How to kill/force close the rover app: from the Home screen, swipe up from the bottom of the screen and pause slightly in the middle of the screen. Swipe right or left to find the app that you want to close. Swipe up on the app's preview to close the app. (Normally you would logout by going to the epic button on upper right corner and choosing logout but this would force the app to close.)
How to move the Rover app to the first home screen: Touch and hold the rover app, choose Edit Home Screen, drag the app to where you want it. Click "Done" in the upper right corner.
Error: The Internet connection appears to be offline. Code: NoConnection (Login Failure/ Error loading schedule etc)
Issue: I do have a cell connection. The VPN does not appear in the upper right corner of the Rover app. This goes to Helpdesk. VPN Tunnel needs to be working to get logged into Rover.
Error: You are currently logged in elsewhere with a job that isn't available for this session
Solution: Check their user EMP record, user probably has multiple jobs. Only one job is associated with rover. Have the user exit hyperspace and login with the job associated with Rover (EG AGHSPC Skilled Nurse or AGHSPC CNA).
Error: In hyperspace user is not able to see the job prompt
Solution: Change job
User must log out of rover. Only one job can be associated with Rover.
Question: How to change an HHA home visit to a Missed visit on the phone.
Ans:
1) Go to Rover schedule, tap on the Home visit
2) Go to Epic button on upper right -> Time Log and document a start/end time or travel time. (If you skip entering times you cannot do the next step). If you did not travel then just put in the same time for start and end and zero miles.
3) Go to Epic button on the upper right -> Summary report
4) Scroll down in the report to the section "Home Care Contact Type" -> Tap button Edit Contac Type -> Choose HHA Missed Visit.
Question: how to update/synch the schedule on Rover to get any updates to your schedule.
Ans:
Go to schedule task in Rover
Anywhere on the schedule screen, tap and hold, pull down
As of 7/19/22 this is a different workflow, Click the three dots "..." menu & choose "Synch Schedule"
Question: How to read appointment notes in Rover
Ans:
Go to schedule task in Rover
Tap and hold the appointment and you will get a pop up black hover bubble that lists the appointment notes.
As of 7/19/22 this is a different workflow --> click the down arrow next to the patient's age to expand the appointment to read the appointment notes
Question: How to change the default Map Application (Google Maps vs. Apple Maps)
Ans:
On your phone, go to Settings gray gear-> Rover -> Preferred Maps on your device to update which map application Rover launches.
Q: what was the last date/time a user logged into Rover.
A: Go to Hyperspace Record Viewer. Lookup EMP record, item EMP # 85203 : MOBILE LAST LOGIN INSTANT (Note that the timezone is UTC so subtract 5 hours)
Q: The visit start/end times are different from the "Physical Presence Verification" Start Visit and End visit.
A: It is possible the user documented times both in Remote client and charted the times on the phone and they were not matching IE they charted different times in each place. It is recommended by Epic to choose to either chart the times in Remote or chart them in Rover, but do not chart the times in both places.
How to look up what version of rover a user has.
1) Look up their LWS in record viewer. See article Rover Version | Knowledge Base | Help Desk (agrace.org)
2) Or in MDM
If you try to login to Rover while Epic server is down, (IE this was during the downtime for Upgrade) it will give you this error message "Login Failure"
Epic documentation:
Rover Error Messages
*Note, a number of these have been replaced with more intuitive error messages. However, the troubleshooting steps are still valid.
There are a number of common error messages you or your users may encounter while working with Rover. It's important to understand if these error messages are a result of configuration issues, system problems, or user error. In this document, we've outlined a number of error messages we've commonly seen users encounter while working with Rover and the steps you can take to resolve the error for your users.
Error Text
Screenshot
Possible Causes & Resolution
Incorrect Login
You have entered an incorrect user ID or password. Try again.
Cause: Your user ID is incorrect.
Resolution: Verify that your user ID is correct.
Cause: Your Password is incorrect.
Resolution: Verify that your Password is correct.
Cause: You are missing a Rover security class.
Resolution: Assign a Rover security class to your user. Ensure that the security class has either Patient Lists or Patient Summary (or both), and at least one patient activity, such as Summary, Encounters, or any of the Rover-specific activities.
Cause: The user has multiple templates linked in their user record.
Resolution: Ensure that one of the linked templates is specified for Rover (EMP Item 1115)
Cause: The user is restricted to log in based on the device being used.
Resolution [2015]: Set I ASD 600 to “No restriction” in order to allow any valid user to log in regardless of the device used. This setting is required and unique for Rover, default setting is suggested for Haiku/Canto.
Account Deleted
Account deleted. Contact administrator.
Cause: The user name ID entered was not a valid user (EMP) record ID.
Resolution: Ensure that the user ID you is correct.
Cause: The user ID (EMP) record has a deleted or hidden status in EMP Item 5.
Resolution: Contact your security team to have your account set to active.
Account Blocked
Account blocked. Contact administrator.
Cause: User Login Blocked (EMP Item 55) has a value, for example "Too many failed logins".
Resolution: Have this EMP item cleared.
Account Inactive
Account inactive. Contact administrator.
Cause: User Login Blocked (EMP Item 50) is set to Inactive
Resolution: Have your account set to Active.
Password Expired
Reset your password in Hyperspace or contact a system administrator.
Cause: User record needs to enter a new password for their account.
Resolution: Reset your user record password while logging into Hyperspace or contact your security team.
The application is not configured correctly. Seek assistance from an administrator if the problem persists.
Code: BadClientConfiguration
Details: A server with the specified hostname could not be found.
Cause: In the connections Settings for Rover or in the Rover config file, the Server information is incorrect.
Resolution: Work with your Interconnect admin to verify that the name of the Interconnect server is correct in Rover connection settings for the Server field. Apple Settings App > Rover > Server.
The application is not configured correctly. Seek assistance from an administrator if the problem persists.
Code: BadClientConfiguration
Cause: In the connections Settings for Rover or in the Rover config file, the Path information is incorrect.
Resolution: Work with your Interconnect admin to verify that the name of the Rover Interconnect instance is correct in Rover connection settings for the Path field. Apple Settings App > Rover > Path.
The certificate for this server is invalid. You might be connecting to a server that is pretending to be "Interconnect Server Name" which could put your confidential information at risk.
Seek assistance from an administrator if the problem persists.
Code: Unknown.
Cause: HTTPS communication is specified either in Rover Settings or the config file has HTTPS specified as on but Interconnect is not configured for HTTPS communication on the Rover instance.
Resolution: If you are using Rover in a non-PRD environment or testing HTTP, turn off HTTPS in your Rover Settings (Apple Settings App > Rover > HTTPS) or update your config file to indicate that HTTPS communication is not used.
If you are using Rover in a PRD environment or testing HTTPS, configure Interconnect for HTTPS communication on the Rover Instance.
Additional Cause: There is more than one certificate installed on the Rover device, one of which is not configured correctly
Additional Resolution: Remove one of the certificates and keep the correctly configured one.
Not Configured
The connection settings have not been configured. Check the Rover section in the device Settings to enter the necessary information.
Cause: The server and/or path are not populated in the Settings of the device.
Resolution: Use the link created from the Configuration Utility or manually enter the server and path information in the Rover app settings (Apple Settings App > Rover.)
Login Failure
You are using an outdated version of Rover and cannot continue. You must update to the newest version before you can continue.
Cause: The Rover version in use is too old
Resolution: CHECK ASD 700 SETTING for Minimum Version and update version or work with MDM or app store
The Internet connection appears to be offline.
Seek assistance from an administrator if the problem persists.
Code: NoConnection
Cause: While trying to login, you do not have an active connection to the internet.
Resolution: Verify that you are connected to a wireless network.
The Internet connection appears to be offline.
Seek assistance from an administrator if the problem persists.
Code: NoConnection
Cause: You have lost your internet connection while working with Rover.
Resolution: Reconnect to your wireless network and log back into Rover.
Scanning is not working
(only applies to devices with Infinite Peripherals sleds)
The scan button is pressed, but no red laser is seen
Cause: The IPScanBoard application interferes with Rover's ability to control the scanner.
Resolution: Configure your device as desired using the IPScanBoard app then delete the app from the device.
The time on your device doesn't match the time of the server
Code: InvalidClientTime
Cause: If you are using a supported time zone, but your device time is off from the server by more than 5 minutes (after UTC conversion), you should get the error below.
Resolution: Check the device time settings and make sure it is setting the time automatically to avoid drifting.
java.security.cert.CertPathValidatorException: Trust anchor for certification path not found.
Cause: This occurs upon login. The most likely cause for this is that an intermediate certificate is not provided.
Resolution: Potentially upgrade the proxy server to support TLS 1.2. See link.
USER-INACTIVE
Cause: This occurs when scanning a badge for PIN login and the background user is inactive.
Resolution: Activate the background user
Error Authenticating.
Enter your username and password to log in.
Cause: User is trying to scan their badge for the first time ever logging into Rover. The first time that you log into Rover, you must manually enter your username/password. After that, you can badge scan/PIN.
Error Authenticating
The system could not log you in. Scan your user barcode to try again, or enter your user ID and password manually.
Cause: PIN was incorrect or the wrong barcode was scanned, please try again.
If you forgot or need to reset your PIN, log in normally with a username and password, go to "My Profile", and then "Change PIN":
You are currently logged in elsewhere with a job that is in this application.
Cause: In the user's EMP record, make sure only one template is specified as the Rover template.