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This article outlines the solutions to the most common issues encountered when using MJ Platform Pennsylvania.
Inventory Page
The inventory listing looks wrong or is missing items.
Sometimes the listing needs to be refreshed manually.
On the Inventory page, click Update Search.
Receiving an error that there is not enough inventory when, in fact, there is.
Resolution 1 - Release all reservations on the affected item
Open the App Drawer and click Inventory.
Search for the product.
Find the affected batch number.
Click the batch to expand its row.
Click the affected package ID to expand the package section.
Click Reservations History.
Click Release All Package Reservations.
Resolution 2 - Release all reservations on all items
Note: Be aware that releasing all reservations on all items may cause logistical problems for staff at your facility if you aren't careful.
Open the App Drawer and click Inventory.
Click Release All Reservations.
Resolution 3 - Release all reservations on the product master
Note: This will release all reservations on all inventory mapped to the product master, including inventory reservations for Sales Orders.
Open the App Drawer and click Products.
Search for the product.
Click Edit.
Click Reservations History (next to the Item ID field).
Click Release All Product Reservations.
Inventory has a tracking ID and no test results, or test results are ready from the lab but not appearing in MJ Platform for the sender.
Resolution 1 - Import test results for a specific package
Open the App Drawer and click Inventory.
Search for the product.
Find the affect batch number.
Click the batch to expand its row.
Click the affected package ID to expand the package section.
Click Import.
Resolution 2 - Import test results for all packages with results
Open the App Drawer and click Tests.
Click Import Results, then click OK to close the notification that appears.
Click Update Search to refresh the list and verify the results were imported.
Note: The refresh may take up to several minutes depending on the amount of data in your system.
A Flower package's passing lab results are not being retained.
For Flower products that will sent out for testing should be assigned to the Finished Flower subcategory. Edit the product master to do this.
Patient Profiles
Previous caregiver information is displayed in new patient profile.
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Uploaded form or driver's license is appearing in other patient profiles.
Close any additional browser tabs that are open with MJ Platform.
Product Masters
Incorrect picture or patient's driver's licenses are showing up as images for product masters.
Close any additional browser tabs that are open with MJ Platform. If the problem persists, upload a different image to the affected product masters.
When uploading a file to a patient profile, ensure there are no other tabs open with MJ Platform.
Receipts and Labels
Incorrect patient information is being printed on labels or receipts.
Close any additional browser tabs that are open with MJ Platform.
Previous patient information is printing on labels.
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The label or receipt printer stopped working properly.
First take these preliminary troubleshooting steps:
Verify that the printer is plugged in all the way into the computer and the power source is turned on.
Verify that QZ Tray is installed and up to date.
Verify that Java is up to date.
If none of the preliminary steps solve the issue, perform advanced troubleshooting:
Cause 1 - Reboot required or loose connection
Sometimes the operating system on your computer encounters an internal error that prevents communication with some peripheral devices. Alternatively, the cable connecting the printer to the computer can become loose over time. If either is the case, unplug the printer from the computer, plug it back in, then restart the computer.
Cause 2 - Zebra printer is in Dump mode
If the printer is outputting a strange set of characters, it may be in Dump mode.
Press the feed button repeatedly until it prints out a label saying "Out of DUMP".
Cause 3 - Other Zebra printer issue
If the printer malfunctions for some other reason, see the Zebra quick troubleshooting guide.
Sending and Receiving Inventory
Received a prepack item as a bulk item or vice-versa, or transfer was incorrectly filled out
Return the product to the sender: MJ Platform - Pennsylvania - Sending Out Transfers or Returns
Have the sender receive the return transfer: MJ Platform - Pennsylvania - Supply Chain Mapping
Have the sender redo the transfer.
Accept the transfer with the correct product masters.
Note: This can be done virtually and the manifest emailed for their records. This needs to be done on the same day the order is received for data and reporting to be accurate.
Transfer has no tracking ID
If the transfer has no tracking ID, cancel the transfer and redo it. You need to do this on the same day for reporting to be accurate.
To cancel the transfer:
Open the App Drawer, expand the Supply Chain menu and click Transfers.
Find the transfer in the list and click Edit Transfer, then click Cancel Transfer at the bottom of the page.
To start a new transfer, see Transferring or Returning Items.
Updating or Loading Pages
Changes made to a page are not showing up, or a page is not loading properly
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API
API call to Leaf Data failed
In Pennsylvania, many of the actions performed in MJ platform result in API calls to Leaf Data in the background in order to keep things synchronized. However, as with any integration over the internet, it is possible that an API call may fail.
Use the API log to investigate failed API calls to Leaf Data.
All API calls failing or Facility reverted to setup mode
If your integration was working before and suddenly starts failing, it is possible that an administrator changed your integration API key or inactivated the account of the API key holder.
If you have any untracked medicated inventory
You will not be able to resolve the issue yourself. Contact support to resolve the issue.
If you do not have untracked medicated inventory
Open the App Drawer and click Facility Settings.
Click Manage State Integration.
Enter the new API key into the API key field.
From the Setup Mode drop-down menu, select No.
Click Save.
To prevent this from happening again, it is important to change a Leaf Data API key holder safely.