Fixing common problems

I forgot my PIN

Your administrator fixes this; MapSorix never knows anyone’s PIN.

1. Ask your administrator for a new PIN setup code. They open Staff, choose Manage beside your name and tap Reset PIN. The code works once and runs out after 24 hours.
2. On the care tablet, tap your name, which now says Set up PIN, enter the code and choose a new PIN.

After 5 wrong tries your PIN is paused for 15 minutes; after 10 it is turned off and your administrator is alerted. See Signing in on a care tablet.

I forgot my password

On the sign-in page, enter your email address and choose Forgot password?. The link in the email works for one hour. If no email arrives, check your junk folder, then ask your administrator: in Staff, under Manage, they can Send password reset email.

I have a new phone, so my authenticator app is gone

Nurses and administrators sign in with a code from an authenticator app. A new phone has no app set up for MapSorix Care, so the code can’t be made.

1. Ask another administrator at your home to open Staff, choose Manage beside your name and tap Reset two-step verification.
2. Sign in again with your password. MapSorix Care walks you through setting up the authenticator app on the new phone.

If you are your home’s only administrator, nobody at the home can reset it for you. Phone MapSorix during support hours.

The tablet says entries are waiting to be sent

The top of the screen says Offline — entries saved on this tablet. Your entries are safe on the tablet and go when it reconnects. Keep MapSorix Care open and keep recording.

• Check the tablet is on the home’s Wi-Fi, and that other devices can reach the internet. If none can, the home’s connection is down: tell your administrator, and record on paper until it is back.
• Don’t sign out, close MapSorix Care or reload the page until the top of the screen says All saved again. Signing in needs the internet.

See When the internet drops for what keeps working and how to use the paper MAR.

Nothing prints, or the printout is cut off

• MapSorix Care prints through your browser’s own print dialog, so the printer and paper are chosen there.
• Choose Letter or A4 paper. The wide printouts (the shift schedule, the training record) print sideways on their own; everything else is upright.
• To save a file instead of printing, choose Save as PDF as the printer.
• Every printout is recorded in the audit trail before it prints. If the record can’t be written, the printout is refused and the screen says why.

A screen or button says I’m not allowed

What each person can do depends on their role: care aide, nurse or administrator. Changing a medication order, for example, needs a nurse or administrator signed in with a password. If your work needs something your role doesn’t allow, ask your administrator; they can change your role under Staff.

A home that is read-only, because a payment is overdue or the subscription has ended, shows a notice at the top of every screen. Records can be read and printed but not changed until the administrator sorts it out.

A family member can’t sign in to the family portal

• Their access may be paused: when a resident is discharged, family access pauses until an administrator restores it on the resident’s Family tab with Restore access.
• Their invitation link may have run out: it works once and expires in 1 hour. They can choose Forgot password? on the family portal’s sign-in page to get a new link.
• They may be at the staff sign-in page instead of the family one. The family portal has its own address, in the invitation email.

See The family portal.

Still stuck?

Ask your administrator first: most questions are about how your home has set things up. Anyone on staff can also ask MapSorix from inside MapSorix Care: choose your name at the top right, then Help, then Ask MapSorix. Say what happened and whether care can continue; the answer comes back under Help, and your administrators see every request from your home. We answer Monday to Friday, 9 AM to 5 PM Saskatchewan time. Never write a resident’s name or health information in a request: if we need to see a record, we ask your administrator for support access.

Administrators can also reach MapSorix at care@mapsorix.com or (306) 400-1800.

A question about a resident’s care or medication goes to your nurse, the resident’s physician or the pharmacist, not to MapSorix.