Troubleshooting
Manually Deleting the Cache Files
Before starting please ensure that: MediBooks is closed. You have access to the database file path location for your practice as this may need validating once the cache files have been deleted. If you are unsure of what to do for any of the steps ...
Sync Button Not Enabled
The sync button not enabled can be caused by a few different things, to try and identify the cause first, check that the Medical System is showing under the Medical System settings located on the System Setup page. Then, ensure that the required ...
MediBooks not syncing with EMIS
If an error starting with "Client side failed to fetch the customer record..." is displayed when trying to sync MediBooks with EMIS. If anyone else is logged into the PC with EMIS loaded please try restarting the computer then logging into MediBooks ...
Bill Payment Service Troubleshooting
Posting Payment Requests If while attempting to post a payment request an error saying: "Client Side: Failed to send payment request. Payment Request failed, { ...." please contact CityPay for more help. Setting up the Bill Payment Service If when ...
"Client Side: Failed to fetch the user data" Error Message
The error is usually specific to a single computer and can be fixed by deleting the cache files for MediBooks. To do this please contact support who can help you with this or follow the steps shown in this article: Deleting Cache Files In MediBooks
CityPay Card Payments Failing
When taking card payments using the Virtual Terminal an error message may be shown. ThIS often due to missing or incorrect configuration settings. Examples of error messages where this is likely the case are: Paylink request failed: Forbidden Paylink ...
Missing Content from Grid
Sometimes when you view a grid you may find a grid, such as a customer's account, is empty even though there should be content there. If this happens, the first thing we recommend trying is resetting the grid layout. If this doesn't work you will ...
"Logon Failed for user ..." Error Message
If you encounter a message saying "Logon failed for user ..." when logging into MediBooks, the issue can often be caused by incorrect login details being used or the user account in MediBooks not actually existing. To learn how to change your ...
Fonts not appearing on PDFs generated in Medibooks
Sometimes when opening PDFs generated in MediBooks users may find that on certain devices the fonts do not load, and instead appear as dots or another character. This can happen when the fonts used in the PDF are not installed on the device that is ...
Deleting the Cache Files
Log off from MediBooks using the blue cross in the top left corner. Click the [...] icon Click [Clear Cache] Please note: If auto login is enabled, logging on and then off can be used to access the settings. After deleting these files you can now ...
Invalid GP Code for Consultant. (Prescribing Code Cannot Be Empty)
When running claims a claim may sometimes fail with the message "Invalid GP Code for a consultant. (Prescribing Code Cannot be Empty)", in this article, it will be described how to resolve this error. To rectify this error, left-click on the ...