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General Questions

I get a Forbidden Error or Database Error when

...

I try to log in

Answer: The There are two possible causes. Either the iPad lost its connection during the log in due to an overload or a technical error. Wait -in, or you do not have Premium DS Logon account.

Click on the link below to view the instructions for getting a Premium DS Log-on account:

Obtaining a Premium DS Logon Account   (Download the PDF)

If you already have a Premium account, wait a few minutes and try again. If repeated attempts fail, contact the Help Desk.

I

...

get a Server Status:500 Error when opening LaunchPad

When I return to LaunchPad from another app, I receive the following error message:

ERROR! Error Communicating with Server Status:500.


Answer: Click OK in the message. You can then resume launching apps in LaunchPad. This is a bug on the server that we are fixing.

The VA apps are missing

After starting the iPad, I chose to synchronize or restore my iTunes account instead of connecting as a new iPad. Now the Clinic in Hand apps are not included in the apps viewsmissing.

Answer: The iPad removed the VA apps when you chose to synch or restore your iTunes account. You must re-install them. These are the tasks:

...

If you attempt to re-synch or restore your iTunes account again, you will again remove the VA apps.

How do I install Airwatch

Answer:

You must perform this installation within 48 hours of receiving your Airwatch Token in an email from the VA.

  1. Open the email from the VA that has your Enrollment information and copy the Airwatch token value where you can access it later in the installation.
  2. Tap the App Store icon on the iPad's home screen:
    Image AddedThe Apple App Store opens.
  3. Tap the search field in the upper right corner. It has a magnifying glass symbol on its left. The virtual keyboard opens.
  4. Clear any text in the search field and enter airwatch. The App store shows a list of results.
  5. Look through the list for airwatch mdm agent, and tap it. The iPad displays details about the app:
    Image Added
  6. Tap the button with the cloud image. The iPad downloads the app from the App Store. 
  7. Return to the iPad's Home View and tap the Airwatch MDM icon.
    Image AddedThe Airwatch app opens displaying an email field. Do not enter your email address here.
  8. Tap Continue without entering your email address. A Welcome view opens with Server and Group ID fields.
  9. Tap the Server field and enter:
    https://mdm.va.gov
  10. Tap the Group ID field and enter:
    CIHSTD
    Your view should look like this:
    Image Added
  11. Tap Continue. Airwatch prompts, "Airwatch" Would Like to Use Your Current Location. 
  12. Tap OK. Airwatch prompts, Not Enrolled, The device is currently not MDM enrolled. Enroll now?
  13. Tap Yes. Airwatch prompts you for the token you received from the VA.
    Image Added
  14. Tap the Authentication Token field and enter the token value from the VA email you located in step 1. 
  15. Tap Next. Airwatch prompts you to accept the Terms of Use.
  16. Tap Accept. Airwatch verifies your account and token. This can take a few moments so wait for the following Install Profile prompt:
    Image Added
  17. Tap Install. Airwatch displays a message stating that installing Airwatch allows a VA mobile device administrator to remotely manage your iPad. This is required to use the VA apps.
  18. Tap Install. Airwatch activates and verifies your profile information.
  19. Tap Done.  Airwatch prompts you to install the VA apps associated with your profile.
  20. Install each VA app until you are no longer prompted. Slide through the Apps views until you see the VA apps:
    Image Added

I can't email a form

When submitting a Clinic in Hand form, the app disallows sending the form because the app is not synchronized with my email.

...

  1. Open Settings.
  2. Choose Mail, Contacts, Calendars.
  3. Choose Add Account.
  4. Choose one of the listed common mail account types, or choose Other if your mail account type isn't listed. A form opens requesting account information.
  5. Fill in the form with your account information, including your account password.
  6. Click Next. The iPad verifies the account. If it is successful, the the Ipad displays settings for the account.
  7. Ensure Mail is set to On.
  8. Click Save. The iPad saves your account and returns to the Mail, Contacts, Calendars view. You can now return to the app and try submitting the form.

Vet Appointment Request    

User issue

Application issue

Logon Issue

Complaint

Compliment

Staff Appointment Request    

User issue

Application issue

Logon Issue

Complaint

Compliment

Launchpad    

Unable to Download App

Unable to login

Broken Link

Deleted Launchpad

Family Caregiver Pilot    

Request Loaner Agreement

Lost/Stolen Device

Broken Device

iPad Navigation

iPad Educate User

Care4Caregiver    

Navigation

Suggestion

Other Application Error

Health Advocate    

I can't email the Health Advocate form

...

  1. Open Settings.
  2. Choose Mail, Contacts, Calendars.
  3. Choose Add Account.
  4. Choose one of the listed common mail account types, or choose Other if your mail account type isn't listed. A form opens requesting account information.
  5. Fill in the form with your account information, including your account password.
  6. Click Next. The iPad verifies the account. If it is successful, the the Ipad displays settings for the account.
  7. Ensure Mail is set to On.
  8. Click Save. The iPad saves your account and returns to the Mail, Contacts, Calendars view. You can now return to the app and try submitting the form.

 

Unable Set Surrogate

Navigation

Suggestion

Other Application Error

Health Assessment    

Navigation

Suggestion

Other Application Error

Journal    

Unable to add entry

Navigation

Suggestion

Other Application Error

Notification and Reminders    

Unable to view

Navigation

Suggestion

Other Application Error

RX Refill    

Unable to refill RX

Navigation

Suggestion

Other Application Error

Summary of Care    

RX info Unavailable

Appt info Unavailable

Labs/Allergies Unavailable

Unable to view VA Notes

Navigation

Suggestion

Other Application Error

Pain Coach    

Navigation

Suggestion

...

...

 

...

Navigation

Suggestion

Other Application Error

    

Mobile Secure Messaging    

Unable to send Message

Navigation

Suggestion

Other Application Error

Mobile Blue Button    

Cannot Retrieve Data

Incorrect Information

Navigation

Suggestion

Other Application Error

My Story (Veteran)    

Unable to Submit Report

Navigation

Suggestion

Other Application Error

My Story (Provider)    

    Unable to View Veteran Data

    Navigation

    Suggestion

    Other Application Error

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