Answers to the most frequently asked questions. Can't find what you are looking for? Ask the community!
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How do I resolve missing or re-appearing messages?F.A.Q.
If you are experiencing an issue where you receive a notification(s) that there is an unread message in your Inbox, but when you launch the application there is no visible unread message despite a visible badge showing, please contact our Client Care team for immediate resolution. They will capture the information for analysis, clear the message notification, and ensure your issue is resolved. This is known issue and is actively being worked on by our teams. To contact our Client Care support team:Phone: Standard Support: 877-435-8826 M-F, 5:30 am - 5:30 pm PT | Sat/Sun, 8:00 am - 5:00 pm PT Premium Support: Call your organization’s dedicated Toll-Free number 24x7 (including holidays) Email: firstname.lastname@example.org Via TigerConnect Admin: While logged into TigerConnect account, search for the TigerConnect Admin user and send us a message. M-F, 5:30 am - 5:30 pm PT | Sat/Sun, 8:00 am - 5:00 pm PT If you prefer to resolve the issue yourself, please follow the step
How can I change the notifications on my mobile device?F.A.Q.
As you use TigerConnect, there are a few things that you should configure on your mobile device Settings as well as within the TigerConnect application that will help ensure messages deliver in a timely fashion. iOS devices To help ensure reliable message delivery on your iOS device, enable Background App Refresh, disable Low Power Mode, and enable notifications. When these are set, you can configure your settings by:Clicking Settings (gear icon) at the bottom right corner Customizing your DND, Override, and sound settings for your deviceThis video will help guide you through the process of changing your notifications for iOS devices. Android devices There are more than 6,000 Android devices. The Android Settings provided below capture a few of the major features that Android devices have in the way of battery preservation and notification optimization. Some settings may not apply to your device. Android devices typically allow deep customization regarding battery preservation and not
How do I manage push and audio notifications on an iOS (Apple) device?F.A.Q.
There are two locations on your iOS device where TigerConnect notifications can be turned ON or OFF. Follow the below directions to ensure successful delivery of message notifications: Check within the TigerConnect application. Go to the TigerConnect Inbox and tap on Settings (gear icon) located in the bottom-right corner of the screen. Tap Alert Sound. Tap your desired Alert Sound for TigerConnect. Tap the back arrow ( < ) to save the changes in TigerConnect to return to your Settings. Tap Inbox or Directory to continue messaging within TigerConnect. Go to your general iPhone settings. Make sure you are on your iPhone's home screen (click the circular Home button at the bottom of the screen). Tap Settings (grey gear icon). Tap on the Notifications tab. Scroll through your list of applications, locate and tap TigerConnect. Make sure the following are turned to ON (will appear green if ON): First, ensure Allow Notifications is turned ON, and enable any of the
How do I manage push and audio notifications on an Android device?F.A.Q.
NOTE: As the location of device settings within Android devices can vary, if you are unable to locate a comparable setting on your device please refer to your device manufacturer’s website for further assistance: Background App Refresh: Launch Settings App > Connections > Data Usage > WiFi Data Usage > TigerConnect > *Enable* Allow Background Data Usage Lock Screen Notifications:Launch Settings App > Lock Screen and Security > *Enable* Notifications Audible Notifications: Within TigerConnect: Click Settings > Alerts and Data > Manage Notifications > Messages section (not the toggle) > Advanced > Sound > Select the desired tone to use with TigerConnect Within device Settings: Launch Settings App > App > TigerConnect > Notifications *Make sure it is Allowed* > Other (Here is where you can select the Importance as well as the Sound) Turn ON Battery Saver:Launch Settings App > Device Maintenance > Battery > Turn Power S
How do I set up a TigerConnect account?F.A.Q.
All TigerConnect accounts are created and managed by your company’s Helpdesk or designated administrator. Please contact your Helpdesk or Supervisor to submit a request for access to TigerConnect. The turnaround time to process your new account request will vary by organization. To simplify the login process, your organization likely used the same credentials you use to access your workstation and work email. Try to login using your email address or username combined with your network password. If you are unable to login, please contact your Helpdesk to request a password reset. If your organization does not manage your login credentials using Active Directory (network password), you can initiate a password reset by clicking here. For step-by-step walkthrough on how to log into your TigerConnect please visit this article:
How do I reset or change my TigerConnect password?F.A.Q.
Your organization may manage your account through an integration with their Active Directory making it easy for you to log into TigerConnect. Simply use your work email address combined with your network password. If your network password is not working, you will need to contact your company’s Helpdesk to request help resetting your password. TigerConnect is unable to reset passwords for accounts managed through Active Directory. If your account is not managed through Active Directory, then you can request a password reset using one of these steps: You can click on the 'Forgot Password?' link provided on the password page (you will need to enter your email address correctly on the first page to reach the 'Enter your password' screen). Alternatively, from a desktop computer open a web browser, navigate to https://login.tigerconnect.com/app/forgot/ to enter your work email address and click on Begin Password Setup. An email containing a link for password setup will be sent (check
Why is my TigerConnect login so slow?F.A.Q.
Some users may experience a slower than average login when signing into TigerConnect on the web messenger and desktop application. This affects a small number of users who have a large volume of messages in their inbox. If you would like to address the login speed, we advise the following actions be taken:Remove yourself from any Group message threads that are no longer active* When possible, send links to media/documents instead of physical attachments Delete conversations that are no longer needed Work with your organization’s administrator to shorten message lifespan. It is recommended to adjust this to 10 days (it is set to 30 days by default) If the issue still persists, contact our support team to explore other alternatives. To contact our Client Care support team: Phone: Standard Support: 877-435-8826 Available M-F, 5:30 am - 5:30 pm PT | Sat/Sun, 8:00 am - 5:00 pm PT Premium Support: Call your organization’s dedicated Toll-Free number 24x7 (including holidays) Email
How do I delete a day off in Physician Scheduling?F.A.Q.
Once a Provider Request has been approved the only way to edit or delete the day off is on the Day Off Scheduler screen.To delete a Day Off go to Scheduling > Day Off Scheduler > Month ViewClick on the provider name to delete the entry. You can unschedule a range by using the Unschedule button in the Day off Scheduler Month View or Year View.See the Day Off Scheduler guide to learn more. To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features.
Why does the Job I created in Physician Scheduling not show up in the Merged Daily View?F.A.Q.
If you have recently created a new Job in TigerConnect Physician Scheduling, you will need to map that job to your organization’s Merged Daily View. Follow the steps below to get started.To learn more about how to edit Merged Daily View Calendars, check out this PDF guide. To start, log into Physician Scheduling and click the Quick Link for Custom Merged Calendar Editor. Find the Merged Daily Calendar and click the Edit button. Click the Jobs tab at the top of the table then choose the Group. Click the checkboxes to enable these Jobs to be viewed in the Merged Daily View. To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features.
Where do I add Protocols in TigerConnect Physician Scheduling?F.A.Q.
Protocols can be set per individual or for an entire group. They give clear instructions to the facility's switchboard/ED on how to contact the current On Call provider at any time of day.To add Protocols in TigerConnect Physician Scheduling, go to: Settings > Merged Daily > Provider Protocols or Group Protocols To learn more, refer to this PDF guide or watch this video below. To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features.
Where do I set up Jobs in TigerConnect Physician Scheduling?F.A.Q.
Jobs are the assignments providers are given in TigerConnect Physician Scheduling. To start setting up or editing these Jobs, go to: Settings > Setup Information > JobsDownload this PDF guide to walk through the steps in setting up Jobs.To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features.
How do I change schedules in TigerConnect Physician Scheduling?F.A.Q.
If you are a scheduler with access to multiple Groups or multiple Organizations, use the navigation menu a t the upper right corner of the TigerConnect Physician Scheduling home screen and click Change Group to toggle which schedule you are in. See the instructions below or download this PDF guide to learn more.DesktopAfter logging into schedule.tigerconnect.com, select the Organization (top menu) and/or Group (bottom menu) and click Change Group to switch the Organization and Group. Prior to making any scheduling changes, verify you are in the correct group by confirming at the upper right corner below your username.MobileIf you are a scheduler for multiple organizations, or if you are a part of a scheduler as both a scheduler and provider, you can go to Settings at the bottom of your screen and tap Load Schedule for the calendar you wish to view as a scheduler or provider. As a scheduler, you can navigate between your organization’s different Groups by click on the dropdown menu at t
How do we train a new scheduler?F.A.Q.
If your organization has onboarded a new scheduler, we recommend the following steps: Utilize the Physician Scheduling Onboarding guide for a self-paced, sequential and logical training process for new schedulers. If time allows, have the new scheduler shadow a current scheduler. Have the new individual review and reference any scheduler content as needed in the article below: If you are still having opportunities training a new scheduler after reviewing the onboarding guide and scheduling materials above, contact our Client Care Support Team at:email@example.com 877-435-8826 For other Physician Scheduling FAQs, please go to the following article:
How do I make a schedule change in TigerConnect Physician Scheduling?F.A.Q.
To learn how to make a manual schedule change in TigerConnect Physician Scheduling, download the Manual Scheduler guide or watch the video embedded below: To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features.
How can I add another scheduler?F.A.Q.
In TigerConnect Physician Scheduling, if your user account already has full scheduler access, you can add additional schedulers as needed. Please see the guide linked below to learn more: Setting Up an Additional Scheduler To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features.
Pin a Conversation in Your InboxF.A.Q.
Did you know that you can pin conversations in the TigerConnect web and desktop applications? When logged into TigerConnect on the web or desktop application, press the Alt key (Windows) or Option key (MacOS) and G key on your keyboard simultaneously to bring up a hidden menu. From here you can type:N - to create a new message P - to pin the conversation you are currently in to the top of your inbox S - to search your inbox for conversations Esc - to cancel and close the hidden menuFollow the steps below to utilize the pin feature in this menu. 1) To pin a conversation, press: Alt key (Windows) orOption key (MacOS) andG key on your keyboard simultaneously. 2) Press the P key on your keyboard to pin the conversation you are currently in to the top of your inbox. 3) That conversation will now appear at the top until you unpin that conversation, which can be done by following the same steps.
What are Automated Role Assignments?F.A.Q.
Using TigerConnect Clinical Collaboration Platform (Pro), Role ownership can be transferred automatically so critical Roles always remain actively assigned and populated. They can be integrated with TigerConnect Physician Scheduling, or with LDAP or Active Directory to automate Role assignments at shift change. To learn more about Roles, please visit this article:
Do messages auto-delete?F.A.Q.
With TigerConnect’s Clinical Collaboration Platform, users provisioned as TigerConnect Admins can customize the message lifespan of their organization’s messages to auto-delete after specific time limits. The following increments can be set:5 minutes 10 minutes 15 minutes 30 minutes 45 minutes 1-12 hours 1-5 days 10 days 20 days 30 days To learn more, visit this article:
How to disable Auto sign-in on Android devicesF.A.Q.
When using an Android device, some users will automatically be logged into certain applications or websites due to their device settings. In some instances for TigerConnect, this may not be the best experience, such as organizations using shared devices or users with a different TigerConnect login than what their device uses.Note: Due to the various manufacturers and software builds, your Android device may appear slightly different than what appears below. To disable Auto sign-in on Android devices, follow these steps:Download PDF Step 1 - Go to Settings Step 2 - Find your account settings for Google (depending your your device, this may be under Accounts > Google) Step 3 - Tap on your Google user to open settings for your account Step 4 - Go to Security (depending on your device, this may be located in the menu at the bottom right, or located at the top of the screen) Step 5 - Scroll down and tap on Password manager
Disable Link Preview OverviewF.A.Q.
TigerConnect allows an organization’s TigerConnect admin to disable the mobile app’s ability to provide a link preview, similar to what is available natively within Android and iOS’ messaging applications.NOTE: This can only be set globally by your organization’s TigerConnect Admin and cannot be enabled on a per-user basis. AppearanceIf your organization has disabled Link Previews for your TigerConnect network, the appearance of links will change slightly within the Android and iOS (Apple) mobile app: Android iOS Link Preview Enabled Link Preview Disabled Link Preview Enabled Link Preview Disabled Once your organization’s TigerConnect Admin has disabled Link Previews for your organization, if you continue to see the link preview, first return to your TigerConnect Inbox if you’re currently viewing a conversation.Finally, close the TigerConnect app by returning to the Home Screen of your respective devic
Android & iOS - Notification Sounds PolicyF.A.Q.
Changing your notification sound on iOS will not save if you are also logged in on an Android device. Any notification sound changes made on iOS will not save and revert to the default iOS notification sound. In order to update the iOS notification sound successfully, simply log out of Android. You can then update the iOS notification sound successfully. NOTE: logging into Android will revert the iOS app to its default iOS notification sound.
How do I disable Critical Alerts on my Apple / iOS mobile device?F.A.Q.
Critical Alerts are an iOS-specific designed to allow critical Priority Messages to bypass your device’s Do Not Disturb or Focus (iOS 15 and newer) setting on iOS.If you no longer wish to receive notifications for Priority Messages while Do Not Disturb is on, you can disable them in the following way:Within your iOS Home Screen, click Settings. Click Notifications. Scroll down and click on TigerConnect. To the right of Critical Alerts, click the toggle to OFF (should appear gray and the button to the left for OFF).You’ve now disabled Critical Alerts. Please note, if disabling Critical Alerts, you will only receive notifications of new messages when Do Not Disturb is turned off. You do have the option to disable Do Not Disturb as well, but will receive notifications for all messages. If you have any further questions, you are welcome to call our Client Care Team directly at (650) 564-4722. They’re available 7 days a week (Monday - Friday, 5:30 am - 5:30 pm PT and Saturdays & Sundays
Troubleshooting Notifications - Force LogoutF.A.Q.
Generally, most challenges with TigerConnect mobile app notifications can be resolved by simply logging out and logging back into your TigerConnect account with your username/email address and TigerConnect password. If you require further assistance with TigerConnect mobile app notifications after logging out and back in, see the further steps below. NOTE: Before proceeding further, you will need your TigerConnect username/email address and password. For help with identifying your username, email address, and/or password for TigerConnect, contact your local IT Help Desk or network team as they can best assist you with this information. For additional assistance with your password, check out our Password Change/Reset Help FAQ. While logging out of the mobile app and logging back in corrects the issue most of the time, if that does not work try a Force Logout: On a computer desktop, open a web browser, go to https://login.tigerconnect.com and log into your account. Here, you may see
What is a manual Role swipe-in?F.A.Q.
With TigerConnect Clinical Collaboration Platform (Pro), a manual swipe-in is when a user takes over a Role with a simple swipe. Current Role owners will instantly be notified of this change. If a role is currently vacated, they can be re-assigned easily with a few clicks. To learn more check out the guides below or visit the Roles Training Guides article.NOTE: Organizations have the ability to prevent empty Roles. Opting In and Out of Roles:iOS (PDF) / Android (PDF) / Video GuideRoles Training Guide Article:
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