Troubleshooting
How do I clear my cache?
When you use a web-based application like WriteUpp, the browser caches (saves) certain visual elements of the page (not client data) as you use it. Sometimes this caching results in out of date elements being presented on the page instead of the latest version. It doesn't happen very often, but if it does, you can clear your cache and force the browser to pull down everything fresh from our server. You may find that you need to clear your cache after any updates are performed to WriteUpp to sePopularResolving document or note validation errors
If you're looking at this article, you've probably come across an error when sending a document or a note from WriteUpp. This is most likely due to a validation error within your file. If any validation errors are detected, you'll see a message regarding a validation error when attempting to send it. What causes these errors? These errors are caused by some broken background formatting within the content of the file, and normally aren't visible when looking at your document or note oSome readersSMTP Troubleshooting for Yahoo
Several email providers opt to provide an additional layer of security in your email settings which need to be altered to enable SMTP in WriteUpp. If you use Yahoo you need to: Login to your Yahoo Account and open up the mail section Click on the purple cog in the top right-hand corner and select Account Info from the drop-down From the left-hand menu click Account Security At the botFew readersXero Troubleshooting
This article is designed to help you with any errors that you might see as you process an export to Xero. Invoice must be unique This error tells you that an invoice with the same number already exists in Xero. You are unable to export another invoice with the same number to your Xero account. You will need to either re-number the existing invoice within Xero, or deletFew readersWhy am I getting a "Cannot connect to server" message?
One or two clients have contacted us to get clarification about a modal that appears in the bottom left-hand corner of the screen. This appears if your connection to the WriteUpp server has been interrupted for some reason, which might include: Your connection has timed out - which most commonly happens if there has been a prolonged period of inactivity You have a poor or inconsistent internet connection But it may also occur if you are using an ad blocker or if your firewall is blockFew readersHelp - WriteUpp keeps crashing when I enter information into the patient summary
If WriteUpp is repeatedly crashing when you are trying to insert certain information into the patient/client summary, the likely cause is AutoFill. If you open up your browser settings and switch off "autofill" and clear the autofill memory then refresh the page you should no longer have an issue.Few readersFeed from iCal is 1 hour behind or ahead on iOS - Things to Check
On iMac In Preferences please check that your "Date & Time" settings are as below: Also make sure that your Timezone is set correctly On iOS (iPhone / iPad) To save battery life, a number of iPhone/iPad users turn off "Setting Time Zone", however this is needed to automatically updFew readersSMTP Troubleshooting (for GMail)
When SMTP works its great but unfortunately, it can be temperamental and as you're interfacing with an external entity (i.e. your email provider) it is largely out of our control. Essentially all we do is send your credentials to whichever SMTP server you have specified in the Settings and it either works or it doesn't. Unlike most integrations there is no response or error code from the mail server and consequenFew readersGoogle "less secure apps" issue
Google recently added a new security feature that allows users to disable access from what they call "less secure apps" - or apps that use username and password login, which is the case with most email clients, as opposed to OAuth 2.0. This does not mean Mailbird is less secure - it just means we don't support OAuth 2.0 - yet. We may consider OAuth 2.0 support in the future, but until then the solution is to enable "less secure apps" to access your email: https://www.google.com/settings/secFew readersHow to Perform a Hard Refresh in Chrome, Edge, Safari and Firefox
Occasionally, especially after a recent update, your WriteUpp site may not be working quite as you’d expect. This could be due to cached resources causing problems after we’ve made changes to the WriteUpp web application. If this is the case, it may be necessary to perform a hard refresh. This should clear the browser’s cache for the page and allow the latest version of WriteUpp to load!Few readersHTTP Error 404.11
If you are taken to a screen with the error message HTTP Error 404.11 the likelihood is that you are trying to view an attachment which contains a special character (any character which isn't alphanumeric). You'll need to delete the original file and re-upload it with a name which does not contain any special characters, then you'll no longer receive the error message.Few readers
Trouble Logging in
I'm unable to login, help!
We're really sorry you're having problems logging in. Here are a few things you may wish to check: Are you logging in to the correct site? Your site/clinic has its own unique URL (like https://example.writeupp.com) that you use to access your account. If you don't recall what it is just search your emails for a message with the subject "Important: Your WriteUpp Account" or look for an email from support@writeupp.com. This is the email that we originally sent you when you registered forSome readersI've forgotten my login URL
Your site/clinic has its own unique URL (like https://example.writeupp.com) that you use to securely access your account. If you don't recall what it is just search your emails for a message with the subject "Important: Your WriteUpp Account" or look for an email from support@writeupp.com. This is the email that we originally sent you when you registered for WriteUpp and it contains your URL and your username. Alternatively, just click here to log in withSome readersI've forgotten my password?
If you can't remember your password, please navigate to your site specific URL and click on "Forgotten Your Password" on the login screen. You'll then be able to enter your email address: This will send you a new temporary password to the email address that you entered and all previous passwords will be invalidated. If you enter an email address that is not associated with youSome readersI've changed my laptop, how do I access WriteUpp?
WriteUpp is a cloud-based application so there is nothing to download or install. To start using WriteUpp on your new device all you need is: an internet browser an internet connection WriteUpp login credentials You can read more about the browser requirements when using WriteUpp here. If you have changed your hardware and you no longer have access to your bookmarks or saved login details yFew readersI've forgotten my username
If you have forgotten your username, just search your emails for a message with the subject "Important: Your WriteUpp Account" or look for an email from support@writeupp.com. This is the email that we originally sent you when you signed up for your free 30 day trial of WriteUpp and it contains your secure login details. If you are unable to find the email please grab us for a live chat and we'll do our best to help.Few readers
Troubleshooting FAQs
What is support mode?
We have lots of diagnostic tools in WriteUpp to help us provide you with fast, pro-active, helpful support but sometimes there are circumstances where its not possible to help unless we can see exactly what you're seeing. You're reading this because this is one of those circumstances. If you give us your consent one of the team will log into your account in support mode and attempt to resolve the issue/question/problem that you have raised. Quite simply, if we can't access your account and seFew readersIs WriteUpp down?
You can view the current real-time status of WriteUpp here: WriteUpp Status This shows you the current state of: WriteUpp - the desktop app that you access through your browser Online Booking - the online portal booking portal Mobile App - the WriteUpp mobile app which you runs on iOS and Android and you can download from the App Store and Google Play Store (https://play.google.com/stFew readersHow do I find out which version of my browser I'm running?
Google Chrome Click on the 3 dots in the top right-hand corner of the browser From the drop-down go to Help then About Google Chrome Here it'll tell you the version number and whether you're running the latest version. You can find out about updating Google Chrome here: Updating Google Chrome (https://support.google.com/chrome/answer/95414?co=GENIFew readersHow to take a print screen
There are several different ways that you can take a print screen. We at WriteUpp use CloudApp which you download onto your Mac/PC which lets you take screenshots, recordings and make GIFs. Once you've installed cloud app just click on the cloud logo and select the camera. Then all you need to do is click and drag the area you'd like to screenshot you can then download the image and attach it your support ticket or send us a link to the image. Alternatively, iFew readersHow do I find out which version of my operating system I'm running?
If you need to check which version of an operating system you are using, we've listed instructions for some of the most widely used platforms below. macOS On a Mac laptop or desktop: Click on the Apple icon at the very top left of your screen Choose About this Mac Under Overview, you should see the OS you are on, along with the version number iOS On an iPhone or iPad: Open Settings, then open your Apple ID profile from the top of the screen Scroll dowFew readers