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.

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 missing.

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.

How do I install Airwatch

Answer:

1. Open the email from the VA that has your Airwatch token value and have it ready for later in the installation..
2. Tap the App Store icon on the iPad's home screen:
   The 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:
   
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.
   The 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:
    
11. Tap Continue. The iPad 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.
    
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 prompt:
    
17. Tap Install. Airwatch displays a message describing that installing Airwatch allows a VA mobile device administrator to remotely manage your iPad. This is a necessary to use the VA apps.
18. Tap Install. Airwatch activates and verifies your profile information.
19. Tap Done.  Airwatch begins installing the VA apps associated with your profile. You can now leave the Settings view and open other 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