FAQs

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 manage push and audio notifications on an Android device?F.A.Q.

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NathanProduct Education Guru

Within TigerConnect, to gain access to multiple directories, a single email address from an existing account (the “Home” account) will be used to be added into any subsequent directory (“Receiving” directory) by that organization’s TigerConnect Administrators.Further, each Receiving directory’s TigerConnect administrator will need to remove their existing account so duplicate accounts are not present in their directory.Please note that once your existing accounts in any Receiving directories are removed, you will no longer have access to any previous conversations or Groups you were a part of originally.If you or any of your organization’s TigerConnect Administrators have any questions regarding this process, ask a question in our Q&A page or contact the TigerConnect Client Care Team via the methods available here: Q&A - Getting Started.To further understand how Multi-org access works once provided for your account, see our Navigating Multiple Organizations Quick Reference Guid

I work at more than one facility or organization. How can I access all of them within the TigerConnect app?F.A.Q.

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EdithEmployee

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 set up a TigerConnect account?F.A.Q.

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ErwinProduct Education Guru

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

How to disable Auto sign-in on Android devicesF.A.Q.

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NathanProduct Education Guru

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

How do I reset or change my TigerConnect password?F.A.Q.

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NathanProduct Education Guru

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

How do I disable Critical Alerts on my Apple / iOS mobile device?F.A.Q.

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NathanProduct Education Guru

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

Troubleshooting Notifications - Force LogoutF.A.Q.

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NathanProduct Education Guru

If you recently changed your phone number, to remove any previous numbers, contact the TigerConnect Client Care Team directly and they can assist you further. They can be reached at the following: Phone: Standard Support: (650) 564-4722 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: prosupport@tigerconnect.com On TigerConnect: While logged into TigerConnect account, search for the TigerConnect Admin user and send us a message.

How do I update the phone number on my TigerConnect account?F.A.Q.

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NathanProduct Education Guru

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.

Android & iOS - Notification Sounds PolicyF.A.Q.

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NathanProduct Education Guru

For help with adding new users, see our Web Messenger Administrator’s Guide. To get started, see the User Settings section starting on Page 5.

How do I add a new user? (Admins)F.A.Q.

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ErwinProduct Education Guru

In TigerConnect, you have options for messaging a group or multiple individuals at the same time. Compare the different types of communication patterns such as Groups, Roles, Teams, Forums and Broadcast Lists.Download PDFNOTE: Roles and Teams are enabled when using TigerConnect Clinical Collaboration Platform (Pro). To learn more about these features, check out the articles listed below:

How do I message a group or multiple individuals?F.A.Q.

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ErwinProduct Education Guru

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:

Do messages auto-delete?F.A.Q.

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10 months ago

ErwinProduct Education Guru

Roles are a premium feature of TigerConnect that allows an organization’s Admin to create and administer specific Roles for their organization for more focused communication (i.e. - Nurse Lead, On Call Hospitalist). Learn more about how to use Roles by clicking the link below. Once these Roles get created, all users in their respective TigerConnect organization can compose a message to a Role where the messages route to the person assigned to that Role at the given time.You can easily to search for and message on-call specialists without having to track down a unit clerk or manually look up the person’s contact information on a computer, whiteboard, or printed schedule.For more details on how to send messages, make sure you are logged in to TigerConnect Community and check out our Knowledge Base to find how-to and training guides on all of TigerConnect’s features.

What are Roles in TigerConnect?F.A.Q.

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NathanProduct Education Guru

The TigerConnect application is available on a desktop or laptop computer via our Web Messenger (https://login.tigerconnect.com), standalone Desktop App (https://tigerconnect.com/products/download) on Windows, macOS, and Linux, as well as on Android and iOS mobile phones.To download the TigerConnect mobile application, you can search for ‘tigerconnect’ on your device’s respective app store (Google Play Store for Android and Apple’s App Store for iOS devices) and install it as you would any other app on your mobile phone.For further assistance with downloading the app on your mobile device, see the additional Quick Reference Guides below for your respective device:Android (Google Play Store) iOS (Apple App Store)

How do I download the TigerConnect app on my mobile phone?F.A.Q.

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mbroySupervisor, Client Care

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 can I change the notifications on my mobile device?F.A.Q.

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22 days ago

ErwinProduct Education Guru

On iOS, find the compose icon at the upper right corner on iOS, tap on it and enter a co-worker’s name (email or phone required for Contacts). Tap on their name or contact to begin the conversation.On Android devices, tap the + sign, then New Message. Next, enter a co- worker’s name (email or phone required for Contacts). Tap on their name or contact to begin the conversation.On web/desktop, search by first or last name in the directory (magnifying glass next to the organization name) or compose a new message directly (pad and pen icon next to the magnifying glass). Begin typing your message and click Send button at the bottom right of the screen. For more details on how to send messages, go to TigerCommunity’s Knowledge Base to find how-to and training guides on all of TigerConnect’s features.

How do I start a message in TigerConnect?F.A.Q.

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NathanProduct Education Guru

Yes.TigerConnect supports logging into multiple mobile devices and computers simultaneously. There is virtually no limit to how many devices you can be logged in to.If you are having trouble logging into your account on a specific device, you may need to reset your password.Click here for help with resetting your TigerConnect password.

Can I be logged into both the mobile app and Web Messenger or Desktop App?F.A.Q.

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NathanProduct Education Guru

The TigerConnect app relies on your mobile device’s Internet connectivity to download messages sent to your account. See the documents below for the TigerConnect Android and iOS app for further tips on how to help troubleshoot connectivity, notification, and messaging challenges.Android - Best PracticesiOS - Best PracticesIf you have any questions or require further assistance with TigerConnect, contact the TigerConnect Client Care Team via the following: Phone: Standard Support: (650) 564-4722 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: prosupport@tigerconnect.com On TigerConnect: While logged into TigerConnect account, search for the TigerConnect Admin user and send the Client Care Team a message.

Best Practices - Mobile DevicesF.A.Q.

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ErwinProduct Education Guru

In order to message or call a patient using TigerConnect, your organization must have TigerConnect Patient Engagement enabled.Care teams can easily toggle back and forth between Patient and Provider networks, and patients receive a text link that opens a secure mobile browser, bypassing apps and passwords, enabling secure virtual care over video, voice, and text. Learn more about patient texting here.We have also developed how-to guides for you to share with your patients getting used to using technology for virtual care appointments. Find them here.For more information on how to use TigerConnect Patient Engagament go to TigerCommunity’s Knowledge Base to find how-to and training guides on all of TigerConnect’s features.

How do I message a patient in TigerConnect?F.A.Q.

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ErwinProduct Education Guru

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.

Pin a Conversation in Your InboxF.A.Q.

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5 months ago

ErwinProduct Education Guru

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:

What are Automated Role Assignments?F.A.Q.

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7 months ago

mbroySupervisor, Client Care

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: prosupport@tigerconnect.com 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 do I resolve missing or re-appearing messages?F.A.Q.

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21 days ago

ErwinProduct Education Guru

If your organization uses TigerConnect Physician Scheduling, they must first add you as a provider in their TigerConnect Physician Scheduling system. See below to learn more. Navigating TigerConnect Physician SchedulingMobile App for ProvidersThis how-to guide will teach you how to download TigerConnect Physician Scheduling on your mobile device, quickly view your schedule, their department’s schedule, view Tally reports, request days off or swap shifts.Dashboard Glossary for ProvidersThe Dashboard is your main navigation tool on the TigerConnect Physician Scheduling web application. This guide explains the functions of the various menus you will see logging in as a Provider.Adding a Microsite to Your Mobile DeviceiOS / AndroidFollow these steps to add your organization’s microsite to the home screen of your mobile device. This will allow you to easily check the daliy on-call and month view calendars for your organization. Managing Your ScheduleSubmitting Schedule RequestsLearn how t

How do I find my daily assignment?F.A.Q.

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ErwinProduct Education Guru

In order to get added to TigerConnect Physician Scheduling, a TigerConnect Physician Scheduling System Designer or Schedule Manager must either:If your organization only uses TigerConnect Physician Scheduling, then add the provider manually, entering all information yourself. If your organization also uses TigerConnect Clinical Collaboration, you will sync the user’s TigerConnect Physician Scheduling account with their TigerConnect CCP account using the Search Users button in the Provider List. To learn how to add a provider, please view this 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 do I add a Provider to TigerConnect Physician Scheduling?F.A.Q.

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