Troubleshooting Maia

How to address potential issues

Before you try anything

Refer to this article for detailed information on Maia’s expected functionality.

Case 1: Login not recognised or Time out

When everything seems to have been working or was set up a long time ago, the system might need to be "refreshed".

• You might see mAIscribe showing "Maia connected" but the Patient data is not detected.
• You might see mAIscribe showing "Sync not available".
  

1. Close the patient record in BP
2. Right-Click on the Maia icon in your Windows tray and logout and the log in again
   
   
3. Right-Click on the Maia icon in your Windows tray and click EXIT
4. Press your Windows key or your start button and type "Maia"to open it back up
5. Refresh your mAIscribe tab and try again

Sometimes the system doesn't recognise the login the first time or Maia can time out if open for too long.

Case 2: Maia and RDP Connector being installed in the wrong place.

In this case, you'll need to start the process over:

1. You'll need to EXIT Maia and/or RDP Connector (it's very important to exit first, before next step)
   
2. Then you'll need to uninstall one or both of the apps. Check here how to uninstall applications on Windowns.
3. Reinstall the apps in the correct place - see "Run the installer" section in this article