Troubleshooting: Observed issue not valid

When completing an appointment, you may encounter an error on the Multiple Choice Questionnaire page (Client Observed Issues) that indicates “Primary observed issue is not valid” or similar.

This issue occurs when the original “Primary observed issue” and/or the below “Primary observed issue description” no longer matches our database. This can happen when Converge amends the wording for an issue.

When this occurs, you’ll need to delete the “Primary observed issue” and “Primary observed issue description” text fields and re-select the next closest match.

Open

Step 1: Delete existing “Primary observed issue category” text field content

In the Multiple choice questionnaire page (Client observed issues), delete the text that is present in the text box for the “Primary observed issue category” field.

Step 2: Select a new “Primary observed issue category”

After deleting the text, you can reveal a drop down of options to select by clicking on the now blank text field again, or by clicking the blank text field and then pressing “Space” key to reveal the drop down menu.

Select the most closest match to what was selected previously.

Step 4: Select a new “Primary observed issue description”

After selecting the “Primary observed issue category”, you’ll then need to repeat the same process for the text field immediately below - Primary observed issue description.

Again, select the next closest match from the drop down when it appears.

Secondary observed issue

The “Secondary observed issue” section is not mandatory and does not need to be completed - which is the same process you currently follow for other appointments.

After completing the above steps, you’ll then be able to proceed with completing the remaining multiple choice questions as normal.

If you continue to have issues, check all other multiple choice questions have been answered.