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PR Troubleshooting: Can't Check in Any Patients
PR Troubleshooting: Can't Check in Any Patients
Miles Dinsmore avatar
Written by Miles Dinsmore
Updated over a week ago

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If you try to check in a patient and the check-in fails, use the API Reporting Log to view what the error is, and then perform the troubleshooting steps below.

Check the Error in the API Log

  1. Open the App Drawer, expand the Integration menu and click Api Transactions.

  2. In the top section, enter the date you experienced the error into the Report Start Date and Report End Date field.

  3. Click Get Report. All reports for that day will appear in the results.

  4. Click View Details for the Failed - 401 error that occurred at the appropriate date and time.
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  5. Search the report for the Data Received section and check the "error" field to see what the error is. If the error is Invalid username or password, continue to the troubleshooting steps below.
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Resolve the Issue in BioTrack

BioTrack resets your password every 90 days as an added measure of security. When this happens, you will need to reset the password according to BioTrack's password requirements.

1. Reset Your Password in BioTrack

  1. Go to https://cannabispr.biotrackthc.net/

  2. Click Permittee Login.

  3. Click the Forgot your password link.

  4. Enter your Email address and UBI number into the fields.
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    • Your UBI number can be found in the Data Sent section of the Reporting Log Details. It is listed as "license_number".

    • Alternatively, you can view your UBI number by checking your State Integration Settings.
      ​      Open the App Drawer and click Facility Settings. Click Manage State Integration. Click the State Integrator drop-down menu and click BioTrack. All information will appear including the UBI number.

  5. Click Reset Now on the Reset Your Password popup in BioTrack.

  6. Check your email and open the Password Reset email from BioTrack, and then follow the prompts to reset the password.

    • Note: After you reset your BioTrack password, you must also update the password in your State Integration Settings for BioTrack, on MJ Platform.

2. Update BioTrack Password in MJ Platform

  1. Open the App Drawer and click Facility Settings.

  2. Click Manage State Integration.

  3. From the State Integrator drop-down menu, select BioTrack.

  4. Type your new BioTrack password into the Password field and click Continue to save it.

3. Verify the Connection to BioTrack Has Been Reinstated

  1. Open the App Drawer, expand the Integration menu and click Api Transactions.

  2. Click Get Report.

  3. Check for the login - POST call. If successful, the connection to BioTrack has been reinstated.
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