Troubleshooting

1. Consultus Connect app is not working - Internet Problems.

Consultus Connect requires an internet connection, this will be through the household's wifi in most cases. Please check that the tablet is connected to the household wifi and that internet being received through the wifi connection. You can do this by opening the Chrome browser and going to a website such as www.google.com or www.bbc.co.uk.

Please also try a speed test: Go to www.google.com then type "Speed test" and run the speed test that pops up.

Anything below 3mpbs downloand is slow, the upload speedcould be as little as 0.2 - 0.3mpbs, this is very slow indeed. Hopefully the download will be at least 5mpbs and upload at least 0.8mpbs.

If there is no internet on the device but you have Wifi connected and there is definitely an internet connection to the premises that is working (and this has been checked on another devices) then try resetting the Wifi on your device, go to Wifi in the settings and switch it off and back on again.

If that fails then you may need to reboot/restart/switch off and on the internet hub/router in the household.

And failing that - especially if there is no internet to the premises - you may need to contact the internet service provider, such as BT, Sky, Virgin etc.

2. You are seeing an error message along the lines of :
"An Unhandled Error Has Occured".

Please logoff from Connect, so you are back at the login screen. Close the app and then restart the app so you are at the login screen. Please give the app 30 seconds or so, you should receive a message saying "Update The App", please click this.

If this does not solve the problem then please follow section 3 below....

p.s. APPLE USERS: Very old versions of iOS are causing problems - anything less than iOS 15. (It's also a security issue for you generally if you have an old device and old version of iOS). PLEASE UPDATE YOUR iOS TO THE LATEST VERSION. You can update by doing the following:

1. Go to SETTINGS from your homescreen. The icon looks like this:

2. Then scroll down and select GENERAL.

3. Then select SOFTWARE UPDATE - from here you can update iOS (the phone's operating system).

3. Clear Cookies - Consultus Connect app is not working but the device definitely has internet working and this has been tested with, for example, www.bbc.co.uk.

In this case there is likely a problem with the app and the best thing to do is to clear 'cookies' in the web browser.

If your Consultus Connect App has this icon then open Chrome Browser.

If your Consultus Connect App has this icon then open Edge Browser.

The Connect icon will

look like this:

If your Consultus Connect App has no browser icon on it, then try Chrome first.

If you have an Apple phone and Connect was not installed via Chrome, then you will probably need to open the Safari Browser.

1. Open the web browser (Chrome, Edge or Safari)

(If you can't find the web browser then swipe up from the bottom of the screen on a tablet/phone to show all apps on the phone - or it maybe hiding in a folder)

2. Type connect.consultuscare.com into the web address.

3. Once loaded click the padlock icon (just next to the web address).
(The steps are as follows on Chrome - but are very similar on Edge browser).

The following will now pop up.

Press/click 'Cookies'.

When you see the following, click on the blue dustbin icon (bottom right).

Then click on 'Clear'.

4. Once that has all been done then close down the web browser, reboot the device and try the Connect App again.

4. If the above two options do not work then either:

- Uninstall the app and then reinstall by going to connect.consultuscare.com

- Use a different web browser on your phone or computer and go to connect.consultuscare.com

5. Still having problems accessing Connect?

- If your still experiencing problems with accessing/logging in to Connect it may be that your device isn't compatible and you may need to look into upgrading your device if it's outdated.

- To check if you may need to potentially update your device, Google the 'latest software' e.g. for iPhone google 'Latest iOS version'. If your device says you're up to date but not on the latest version, then it means the new software is not compatible with the hardware on your device.

Having issues using a MacBook to access Consultus Connect?

- To avoid errors with Consultus Connect please make sure your MacBook is up to date to the latest version before installing the app.

- The latest version of MacOS is Ventura 13.5.2

- To find out how to upgrade your mac device to the latest version please follow the steps on this page:
Update macOS on Mac – Apple Support (UK)

6. Looking for a new phone?

We have put together a list of budget smartphones. If you are using an outdated device then it's definitely worth you upgrading to a new phone, most importantly for security reasons, having an outdated device puts you at more risk of malicious software and having your information stolen.

Click here to have a look at some budget smartphones we have specially picked out.

If you are unable to solve the problem, then for Managed Care bookings please contact managedcare@consultuscare.com or your Managed Consultus Care Consultant

or for Care At Home / Introduced Care Bookings please email office@consultuscare.com

Please provide as much information as possible. Thank you.

6. Looking for a new phone?

We have put together a list of budget smartphones. If you are using an outdated device then it's definitely worth you upgrading to a new phone, most importantly for security reasons, having an outdated device puts you at more risk of malicious software and having your information stolen.

​

Click here to have a look at some budget smartphones we have specially picked out.