iPad Connection Troubleshoot Guide

Troubleshoot on iPad

If the YAPI app fails to connect to the server, a pop-up will appear claiming there is a Connection Failure. The YAPI app has a diagnostic window that can show which factor in the connection is failing with the Troubleshoot button. 

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Clicking on the Troubleshoot button will bring up a page like this:

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The Troubleshoot page will show the status of the connection to better identify how to solve the connection issue. At the bottom of the troubleshooting page, there will be messages that may appear that will give potential reasons for the connection issues and in some cases can be clicked to revert back to prior settings. For example, the YAPI app is able to remember the last IP address used that gave a successful connection and can change the IP address to the last configuration. 

The two typical scenarios that occur when trying to connect with the iPad are the following:

  1. The YAPI Service is seen as Unknown

  2. The Connection to the YAPI Service failed with the configured IP Address

These and other issues will be discussed within this article, and show how to adjust the connection for the iPad. 

Table of Contents

Private Network Connection

The YAPI iPad app requires there to be a Private Wireless Network that is connected to the main server where the YAPI Service resides in. This YAPI Service will always be on the server that houses the patient database for the Practice Management Software. Typically, when the iPad is connected to a network that doesn't have this YAPI Service, the following error will appear on the Troubleshoot page:

IMG_0007.png

This error means that the YAPI app was unable to identify the YAPI Service on the network, and can typically mean the iPad is connected to the wrong network. In many cases, this other network could be the Public Guest Network patients have access to within the office. 

Warning! The following will require the iPad to connect to a Private Wireless Network. Please have the required password ready for the network before proceeding.
  1. To change to the correct network, click on the Settings icon apple-settings-icon-19.jpg-250x250.png from the iPad Home Screen. This will open a window with expanded settings.

    Screenshot_2019-10-15_at_9.37.46_AM.png

  2. Click on the Wi-Fi option on the left-hand side of the screen, then click on the checked network that is currently being used on the iPad. 

    Screenshot_2019-10-15_at_9.37.51_AM.png

  3. Click on the Forget This Network option on the top-right hand side of the window. The purpose of this step is to make sure the iPad does not stray from the Private Wireless Network it is supposed to use for YAPI. Return back to the Wi-Fi window.

  4. From the Other Networks list, click on the Private Wireless Network at your Practice. It will ask for a password after clicking.

  5. Once the iPad is successfully connected to the Private Wireless Network, press the Home button of the iPad and restart the YAPI app to test connectivity.

iPad Version

The YAPI iPad app relies on actively supported iPads, as they will continue to receive the necessary updates needed for the app to function. In many cases, unsupported iPads will not be able to process certain integrated forms such as the Medical History form. To see which iPads are being supported with YAPI, a good indicator would be to refer to which iPads are being offered on the Apple iPad store.

  1. To determine which iOS version your iPad currently has, click on the Settings icon apple-settings-icon-19.jpg-250x250.png from the iPad Home Screen. This will open a window with expanded settings.

    IMG_0003.png

  2. Click on the General option on the left-hand side of the screen, then click the About option on the right-hand side. This will populate the current information related to the iPad.

  3. Cross-reference the iPad version with the version available on Apple's Support page, and do the following:

    • If there is an update available to the most recent version of iOS, allow the iPad to update. 

    • If the iPad is using an obsolete iOS version and does not have a prompt for an update, this will mean the iPad is no longer supported and may not work with the YAPI application. 

iPad Device Name

In older versions of the YAPI app, the iPad will fail to make a connection due to it simply not having a valid Device Name. YAPI uses the Device Name as a way to distinguish what device is currently connected to YAPI and can be referenced when attempting Intra-Office Communication. To change the Device Name for the iPad:

  1. Open the YAPI iPad app.

  2. Click on the Configuration option on the bottom right corner of the screen. 

    Screenshot_2019-10-14_at_10.59.14_AM.png

  3. Under the Device section, there will be an option referred to as Device Name. Please add or change the name in this field. 

  4. Click on the Save option on the top right corner of the screen. 

  5. Press the Home button of the iPad and restart the YAPI app to test connectivity.

Sometimes the Display name will already be given to the iPad by default, however, multiple devices sharing the same name, such as Jon's iPad, may also cause communication issues. If there are multiple iPads at the Practice, numbering the names can be a useful alternative, such as iPad 1, iPad 2, iPad 3, etc. 

Subnet Address

In the best-case scenario when the YAPI app launches on the correct network it is able to immediately identify the YAPi Service and begin displaying the Practice Dashboard. There are some instances when this will fail and will instead show the following error within the Troubleshoot page:

IMG_0007.png

This is the result of the YAPI app not able to determine which subnet address it needs to look towards when trying to communicate with the YAPI Service. To introduce the correct subnet address:

  1. Open the YAPI Dashboard on a Workstation or on the Server.

  2. Click on the Life Preserver 2019-10-15_12-55-57.png button on the top-right of the Dashboard. 

  3. Click on the About option at the very bottom of the list. This will open a new window. 

    2019-10-15_12-58-28.png

  4. On the line that is labeled YAPI Service, highlight or copy down the subnet address after the @ sign. 

  5. Open the YAPI iPad app.

  6. Click on the Configuration option on the bottom right corner of the screen. 

    Screenshot_2019-10-15_at_1.29.09_PM.png

  7. Scroll down the page until the Communication section appears. In the field labeled YAPI Service IP Adress/Host Name, type down the subnet address from the About window of the YAPI Workstation.

  8. Click on the Save option on the top-right corner of the screen. 

  9. Press the Home button of the iPad and restart the YAPI app to test connectivity.

Clinics

Within YAPI, a practice that shares the same server with multiple offices is referred to as a clinic. By default, an iPad that connects without the preset clinic will be opened up to all operatories and patients from all locations connected to the Practice Management Software on that server. To make sure the iPad is only focused on the one location, an assigned clinic must be added to the configuration. To find out what clinic to use, do the following:

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  1. Click the Setup and Manage icon 2019-09-03_11-44-13.png at the top of the YAPI Dashboard and click the Local Setup option from the dropdown.

  2. In the top-left corner, there will be an assigned Clinic/Partitioned field that will be associated with the selected office. Typically it will be labeled as C1, C2, C3, etc. 

  3. Open the YAPI iPad app.

  4. Click on the Configuration option on the bottom-right corner of the screen. 

    Screenshot_2019-10-16_at_9.03.47_AM.png

  5. Under the Device section, there will be an option referred to as Device Name. Add the name of the device if left empty, afterward add the clinic the iPad is assigned to.

  6. Click on the Save option on the top-right corner of the screen. 

  7. Press the Home button of the iPad and restart the YAPI app to test connectivity.

Firewall

  1. Confirm that the YAPI firewall exceptions were added into the Windows Defender Firewall with Advanced Settings or with possible other firewalls such as SonicWall and Sophos.

    NOTE: It is highly recommended that any port forwarding in relation to external firewalls be done by the network administrator or the practice's primary IT company.
  2. Open the following ports:

    2019-10-18_14-57-22.png

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