Troubleshooting Your iPad's Connection to YAPI

If the patients on your desktop YAPI Dashboard aren't showing on the YAPI iPad app or you see a Connection Failure message, this means that YAPI on your iPad can't communicate with YAPI on your server and workstations.  Follow the steps below to troubleshoot your iPad's connection to the rest of YAPI.

Table of Contents

Note: Before troubleshooting, open YAPI on your desktop and make sure there is at least one patient checked into the Dashboard: 

Screen_Shot_2022-01-21_at_3.28.34_PM.png

Without a patient in the Dashboard, you won't be able to tell if the iPad app is connecting properly.

 

Step 1: Checking Your iPad and iOS Versions

The YAPI iPad app only works with newer iPads and must be running the latest iOS to work properly.  To check the version of your iPad and iOS:

  1. Click Settings Apple_Settings.png on your iPad.

  2. On the left-hand side, tap General.  Then on the right, tap About.  

  3. Find the Model Name and compare it with our list of iPads that work with YAPI.  If your iPad model shows in the list, continue to the next step.  If it isn't listed, you won't be able to use YAPI on this iPad. 

    IMG_0378_2.PNG

  4. On the left-hand side, tap General.  Then on the right, tap Software Update

    IMG_0376_2_2.PNG

    Tap Download and Install to install any available iPadOS updates. 

  5. Restart your iPad and try to connect to YAPI again.  If you don't see the patient(s) from your desktop Dashboard reflected in the iPad Dashboard or you see a Connection Failure message, continue to Checking Your WiFi Setup below.

 

Step 2: Checking Your WiFi Setup

  1. Close the YAPI app and open Settings iPad_Settings.png again on your iPad.

  2. On the left-hand side, tap Wi-Fi.  Then on the right, make sure the iPad is connected to a non-guest WiFi and that the WiFi connection has a lock icon next to it:

    Screen_Shot_2022-01-24_at_3.22.55_PM.png

  3. If it doesn't, tap the correct WiFi connection under Other Networks.  Then tap the Screen_Shot_2022-01-24_at_12.11.37_PM.png next to the WiFi network that the iPad was previously connected to.  Choose Forget This Network; this keeps your iPad from accidentally connecting to the wrong WiFi again.

    IMG_0380_2.PNG

  4. On the left, scroll down to the bottom of your Settings and tap YAPI.  Make sure that the toggle next to to Local Network is toggled to the right and that it's green. (If you don't see a Local Network options, that's ok.)

    Image_from_iOS__1__2_2.png

  5. If your WiFi was already on the correct private network and Local Network was already toggled on (green), skip to Manually Connecting YAPI in Configuration

  6. Close Settings and reopen the YAPI app.

  7. If you see a your patients from your desktop Dashboard showing in the app, you're done! (And you can discard the iPad name you wrote down; you won't need it.)

Step 3: Manually Connecting YAPI in Configuration

  1. Close the YAPI app and open Settings iPad_Settings.png again on your iPad.

  2. On the left-hand side, tap General.  Then on the right, tap About. Write down the name of the iPad that shows next to Name exactly as it appears. 

    IMG_0378_2_2.PNG

  3. Reopen the YAPI app.  If you see a Connection Failure message, tap OK to close it.

  4. Tap Configuration in the bottom right corner.  Once Configuration opens, in the Device section find Device Name.  Confirm that this is the name of the iPad you wrote down.  If not, type in that name.

  5. Scroll down to the Communication section and find YAPI Service IP Address/Host Name.  

  6. Now open YAPI on your workstation desktop. On the desktop Dashboard, click Help Support.png and select About.  In the About YAPI window, find the second set of numbers on the second line after the @ symbol.  This is your server's IP Address:

    Screen_Shot_2022-01-21_at_3.16.05_PM_2.png

  7. Return to your iPad and enter that IP Address in the YAPI Service IP Address/Host Name box:

    IMG_0370_2.PNG

  8. Tap Save in the top right and click Ok.  Then force quit and reopen the YAPI app.

  9. If you see a your patients from your desktop Dashboard showing in the app, you're done! If not, continue on to Deleting & Re-Downloading the App below.

 

Step 4: Deleting & Re-Downloading the App

Warning!  Before deleting the YAPI app, make sure you have the Apple ID and password needed to download apps from the App Store.  You may need to consult your practice owner or Office Manager.

Try deleting the YAPI app from your iPad and downloading it again from the App Store.  Then, follow the instructions in Installing & Connecting YAPI on an iPad to try connecting again.

 

Step 5: Further Troubleshooting

If the steps above didn't work, contact your IT representative and share this article with them.  There could be a couple of issues that they can help you fix:

If your IT determines that none of these is the case, contact our Customer Support team and we can help you troubleshoot further.

 

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