If your patient sees a blue loading screen in XRPortal with the message “An error occurred, please contact support”, guide them through the following steps.
Step-by-step troubleshooting
1. Have your patient restart their device
Click here to learn how to restart the device.
After the restart, ask the patient to relaunch XRPortal.
If the problem continues:
2. Have your patient switch to a different Wi-Fi network
Click here to learn how to change a network.
Then have them reopen XRPortal.
3. Have your patient restart the device again
Ask the patient to perform another restart and relaunch XRPortal.
If the issue persists
Please contact us for further assistance.