This section includes frequently asked questions for the Clinic in Hand Mobile application suite.

General Questions

I get a Forbidden Error or Database Error when logging in

Answer: The iPad lost its connection during the log in due to an overload or a technical error. Wait a few minutes and try again. If repeated attempts fail, contact the Help Desk.

I can't find the VA apps

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 views.

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:

1. Contact the VA Help Desk and state that you synched your iTunes. The Help desk will send you instructions to install the Airwatch app, which secures private information.
2. Install Airwatch. The VA will send you a "token" that you need to activate Airwatch. You will have 48 hours to apply the token before it expires.
3. Re-install the VA Clinic in Hand apps according to the instructions you receive from the Help Desk.

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

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.

Answer: You must set up your iPad to allow sending mail from your account. To synch your email account with the app:

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

When I send the Health Advocate form, the app disallows it because the app is not synchronized with my email.

Answer: Your iPad may not be set up to use your email account. Follow these instructions to allow your iPad to send email from this app:

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

Other Application Error

PTSD Coach    

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