Have you ever seen an error message in your Hippo Platform, and you're not sure what it means? This article will provide you with some helpful tips for understanding common error messages, and how they can be corrected in most cases.
Checkout Alerts and Error Messages
Require Provider:
This message will appear on the Checkout page if you have not selected a Provider in the dropdown above. For more information about this item restriction, check out Administration: Creating and Editing Inventory Codes.
Species Restriction:
This message will appear on the Checkout page if you are adding an item to the register for the wrong species. For more information about this item restriction, check out Administration: Creating and Editing Inventory Codes.
Serialized Item Restriction:
This message will appear on the Checkout page when completing the invoice if you have added an item to the register that requires a serial number to capture a rabies tag number, drug serial number, or a pet's microchip number. For more information about this item restriction, check out Administration: Creating and Editing Inventory Codes.
Converting Estimates:
This message will appear on the Checkout page if you are converting an estimate to an invoice. If this newly converted estimate contains vaccines or medications, they will need to be removed and re-added through the appropriate icons to complete the patient record. For more information about this, check out Checkout: Creating and Converting Estimates.
Email Receipt Error Messages-
If you receive this error message when emailing a copy of the owner's receipt, it's recommended to check the following:
- Confirm that the owner has an email address recorded in your system under Owner Information Patient Dashboard: Modifying Client & Patient Information.
- Confirm that your practice email has been verified Administration: Configuring Practice Email.
- Clear browser cache & cookies Tech Tip: Clearing your Browser Cache & Cookies
Important Note: If you are still unable to email an owner a copy of their receipt after using the troubleshooting tips above, it's recommended to escalate this to our Support team for further investigation. Contact: Customer Support. Their team will need to know the following for the fastest resolution time:
- Patient ID Number
- Client ID Number
- Invoice Number
Medication Error Messages
Unable to Save Error
If you receive this error message when saving a Medication entry, it's recommended to check the following:
- Confirm that the medication entry has a related Chart Note, or new Chart Note selected. Choose Action: Logging a New Prescription.
- Check if the item you are dispencing has a species restriction that would prevent you from prescribing to the active patient. Administration: Creating and Editing Inventory Codes.
- Clear browser cache & cookies Tech Tip: Clearing your Browser Cache & Cookies.
Important Note: If you are still unable to log a medication entry after using the troubleshooting tips above, it's recommended to escalate this to our Support team for further investigation. Contact: Customer Support. Their team will need to know the following for the fastest resolution time:
- Patient ID Number
- Client ID Number
- Medication Item
Chart Note Error Messages
Autosave Errors
If you receive this error message when saving a Chart Note, it's recommended to check the following:
Pro Tip: Before trying the troubleshooting tips below, it's recommended to copy/paste the content from your chart note into a word document to prevent lost information.
- Confirm that the Chart Note has an assigned Provider in the Seen By drop-down towards the bottom of the note.
- If you are using Chart Templates that include charges, confirm that the items are available in your practice location. Administration: Creating and Editing Inventory Codes.
- Clear browser cache & cookies Tech Tip: Clearing your Browser Cache & Cookies.
Important Note: If you are still unable to save a Chart Note after using the troubleshooting tips above, it's recommended to escalate this to our Support team for further investigation. Contact: Customer Support. Their team will need to know the following for the fastest resolution time:
- Patient ID Number
- Client ID Number
- Chart Note (if available)
- Chart Templates in use (if applicable)
Helpful Tip:
If you encounter an error message, and you're unsure of the root cause, Hippo Manager's dedicated Support team will be happy to assist. For more information on how their team can be reached, check out Contact: Customer Support