• Sometimes, in the midst of recording a test result, a user who is already logged in might get disconnected from Wi-Fi or mobile data, or they may be in a location without network connection, or they may have airplane mode turned on.

  • In those cases, when they click Submit, the test result and details will still be queued up for upload to the server, even though the user is not connected to the internet at that time. They do not need to start all over again or record a new test.

  • The user will be able to view their test record appearing in their results history on the app directly after they’ve clicked Submit, even before their internet connection resumes and even when the result is not yet uploaded to the server.

  • Once their internet connection resumes, the test record will automatically get uploaded to the server and the reporting process will be completed. The user doesn’t have to do anything to activate or trigger this.

Instructions

Help the user check that they have submitted their test record by navigating them to their results history.

  1. Go to < Menu and select Dashboard.

  2. You are now seeing your dashboard with your results list, starting with the most recent test result at the top by default.

  3. Each result is time-stamped so you should see underneath the date it was created, and the exact time.

  4. Please check that you are seeing the test result you have just submitted. By default, the list is sorted from newest to oldest, so it should be the first one at the top.

  5. Inform the user that once their internet connection is resumed, the result will be uploaded to the server and reported automatically.

  6. To help users manually turn on their mobile data, ask them if they have an iOS or Android device, and then follow the instructions here:

If the user asks you to check that the test record has been uploaded

If a self-registered user asks you to double check that their test has been uploaded, you can do this by logging in as an administrator and viewing your Transform® dashboard. The newly submitted test result will appear on the test list in the Tests menu.

Note that you will only be able to see an anonymised test record which will belong to a default Self-Registration Group, but you will not see a user profile for this person (self-registered user profiles are not displayed on the dashboard due to HIPAA and GDPR compliance - so don’t be surprised if you see a lot of test records and zero (0) users).

  1. Login to your web app with an admin account

  2. Select Tests from the side menu

  3. View the list of tests that will be displayed

  4. Tell the user to tap on the test record from their list of tests on the mobile app screen (home screen) - this will open the test record.

  5. To verify you’re seeing their result, check that the test ID, result, time and date of the test record matches what the user sees on their end. You may ask them questions such as:
    - What is your test ID?
    - What is the exact time you submitted this test?
    - What is the result you entered?

  6. If you can’t find their test record, it’s usually because it hasn’t been uploaded yet due to lack of internet connection. If the issue persists even after establishing internet connection, you could ask them to log out and close the app and then reopen it and log back. You can also ask them to reset their device.

  7. Tell them to record the test again and submit.

  8. If the issue persists after you have exhausted these options, please ask the relevant member of your team to raise a support request with Bond via the service portal.