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Troubleshooting Missing Ultrasound Sessions

If an ultrasound session is not appearing in the client's Momitalk application or the admin portal, follow the steps below to diagnose and resolve the issue.

If the Ultrasound is Missing from the Momitalk Application

  1. Verify the Barcode Number

    • Confirm that the client has the correct barcode number.

  2. Check the Admin Portal

    • Search for the barcode in the admin portal to determine if the content is available.

  3. Review the Barcode Status

    • If the ultrasound content is visible, check whether the barcode status is marked as "claimed" or "unclaimed."
      • If claimed, refer to this support article for further instructions.
      • If unclaimed, inform the client to add the barcode in their Momitalk application.
      • Clients should follow the instructions outlined in the brochure they received during their session.

If the Ultrasound is Not Visible in the Admin Portal

  1. Reboot the Momitalk Mini PC

    • Press the power button once (do not hold it down).
    • Wait 20 seconds for the device to fully power off.
    • Press the power button again and allow the device to fully boot up.

  2. Check the Admin Portal Again

    • Wait 30 minutes and verify if the ultrasound session now appears under the barcode.

  3. Contact Support If the Issue Persists

    • If the session is still missing, email us_help@momitalk.com with the following details:
      • Barcode number associated with the missing ultrasound.
      • Date the ultrasound session was recorded.

  4. Ensure the Momitalk Mini PC is Powered On

    • The device must be powered on so that the support team can remotely access it and review the status of the upload.
    • In most cases, support can recover a failed upload, but recovery is not guaranteed.

Alternative Solution for Urgent Cases

  • If the client cannot wait for support to investigate the issue, proceed with recording a new ultrasound session for them.

By following these steps, you can efficiently troubleshoot and resolve missing ultrasound sessions. If additional assistance is needed, reach out to support at us_help@momitalk.com.