This article covers the basic steps that you can use for troubleshooting general technical issues before contacting customer support. It provides best practices including how to clear Cache/Cookies, how to restart or refresh your Internet browser, program, or computer, and how to use a Chrome browser. Additionally, it details how to ensure you are using the latest version of the Internet browser or tool and how to confirm your Wi-Fi is working properly.
Confirm Your Internet Browser
Many tools Rula uses (including the Rula website, AdvancedMD (AMD), and the Rula patient portal) are most compatible with the Google Chrome internet browser, so for the best performance, we suggest using Chrome.
If you are using a different browser—like Firefox or Internet Explorer—try switching to Google Chrome and retrying the process you are having trouble with.
If you don’t have the Google Chrome internet browser, click this link to download and install Google Chrome. Once at the Chrome link, you will see a list of different Operating Systems (Windows, MacOS, Linux), and you will need to select which Operating System you are using to download Chrome correctly. Below is the Mac example:
Clear Cache/Cookies
If you are using the Google Chrome internet browser as suggested above and are still having technical difficulties with a tool Rula uses (including the Rula website, AdvancedMD (AMD), and the Rula patient portal), you can try clearing your cache and cookies, which could improve performance. This section will instruct you on how to clear your browser cache and cookies.
- On your device, open Google Chrome.
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At the top righthand section of the screen, click More represented by three vertical dots:
- Click More Tools, then click Clear browsing data from the list.
- At the top of the menu, choose a time range. To delete everything, select All Time.
- Check the boxes next to Cookies and other site data and Cached images and files, as shown below.
- Click Clear data.
- Cache and cookies should be cleared, so you can now retry the process you are having trouble with.
Restart or Refresh Your Internet Browser, Program, or Computer
After performing the above steps, restarting or refreshing your internet browser or program is a great next step. You can also try restarting your computer.
Ensure You Are Using the Latest Version of the Internet Browser or Tool
Processes for updating to the latest versions of operating systems, internet browsers, or tools will be different, but it is a good idea to make sure all of your software updates are current for optimal performance.
Confirm Your Wi-Fi is Working Properly
Always confirm your WiFi is on. If it is, you can try disconnecting and then reconnecting to WiFi.
*If the general suggestions above don’t work, and you are specifically having issues with AdvancedMD (AMD), click this link for more troubleshooting help.
Additional Resources
- Steps to take if you did not receive your telemedicine link or it's not working- Detailed information on the 24-hour appointment reminder email you will receive in advance of any therapy appointment
- AdvancedMD (AMD) technical support and troubleshooting - Detailed instruction you can take within the AdvancedMD Patient Portal to troubleshoot potential issues