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Troubleshooting

MedJot will not load on a work device​

Almost always the network, not the app. In particular, TLS inspection on a managed network breaks MedJot in a way that looks alarming.

The symptom is a browser warning saying "This Connection Is Not Private — this website may be impersonating medjot.app", with no way to continue. There is no "visit anyway" button because .app is an HSTS-preloaded domain, so browsers do not offer one. Neither you nor we can work around it from the device.

Go to Diagnosing a blocked deployment, and send your IT department TLS inspection.

It opens, but everything says offline​

The same cause as above, wearing a different hat. Because MedJot is installed, the cached interface still opens while every network request fails — so the app is correct to report itself offline on a device that looks connected.

Also check: the connection indicator, tapping it to force a re-check.

The globe is amber​

The connection is working but unreliable — or something is still queued. AI requests may take a long time and then fail. Tap the globe to re-check and to see what is waiting.

An AI feature will not run​

  1. Check the globe. No connection, no AI. If it failed for want of signal you will be offered the queue.
  2. Check your entitlement. Locked features show a panel explaining what they are. See MedJot Premium.
  3. Check the tool. Safeguarding assist and text assist cannot be queued, by design.

My report disappeared​

  • Was site data cleared? Reports live in browser storage. Clearing site data — by you, by the browser, or by a managed-device policy — discards them. This is the most common cause on work devices, and it is a policy question for IT: Deployment and devices.
  • Different browser or device? Reports do not sync. Use device transfer before switching.
  • Different account? Clinical working data is cleared when a different user signs in.
warning

A report in progress is not backed up and we never had a copy. Export before clearing anything.

NEWS2 is not showing a score​

All seven parameters must be recorded. The card in the observation modal lists which are missing. See NEWS2.

GCS shows components but no total​

All three of E, V and M must be set. A part-scored GCS prints its components rather than an invented sum. See Observations.

The calculator will not give me an answer​

It has not been given enough — most often the patient's weight. It tells you what is missing rather than assuming a value. See Overdose calculator.

Tapping findings stopped changing the report​

The report is locked for manual editing. Unlock it in the Live Preview panel, at the cost of your manual edits. See How reports work.

Findings vanished when I switched presentation type​

They are hidden, not deleted — the new mode has no field for them. Switch back and they return. See Presentation types.

I cannot sign in​

  • Forgotten password — use Forgot password?; a reset is emailed.
  • Originally used "Continue with Google" — that option was removed. Use Forgot password? with the same email; completing the reset sets a password on your existing account with everything intact.
  • The reset link lands on a Google-looking page — expected. It is the shared authentication domain MedJot and ACTrack both use.
  • No email arrived — check spam, and confirm the address is the one on the account. The response is deliberately identical whether or not an address is registered, so a missing email does not tell you the account does not exist.

I hit the daily limit​

Free accounts have a daily cap on new reports. A report already open is never interrupted.

A join code will not work​

  • Personal invitations only work for the invited address. Ask your manager to reissue it to the right one.
  • They expire after 7 days and are single-use.
  • Join codes can be capped, expired or revoked.

See Joining an organisation.

My Premium disappeared​

  • Organisation seat? Premium follows the organisation's bill. Ask your manager, and see Organisation billing.
  • Subscription lapsed or card expired? Account → Membership.
  • Trial ended? One per account.
  • Referral days? They are banked and convert only once paid Premium stops covering you.

Still stuck​

Getting help — and include your device, browser, and whether the globe was green, amber or red.