Jane's Guide Here's all the help you need to use Jane.

Can't Access Jane: A Troubleshooting Guide

Whenever we hear a clinic say that Jane is running slow, we like to offer the following tips to help them get back up to speed. ;)

First, what needs to be determined is where Jane is getting held up. On the browser? On the device? On the internet connection? Or on the app? If you take the following steps, we suspect Jane will run nice and smoothly for you again. The first two on the list are for troubleshooting purposes only. The remainder can actually correct the blocking issue.

1. Check Jane’s Status Page

You can access this from two locations in Jane, the drop-down menu on the upper right-hand portion of your screen is one.

Or you can view Jane’s status page by using the Need Help? feature.

A window will pop up that looks like the screenshot below. Click the blue View Status Page button.

If Jane is experiencing any delays, we will keep you posted here.

2. Check Your Network

Because Jane is a web-based application, she requires a healthy connection to the internet.

Smaller clinics or solo practitioners with less than 5 staff, we recommend at least 25 Mbps download speed and at least 5 Mbps upload.

Larger Clinics with more than 5 staff should have at least 50 Mbps download speed and at least 12 Mbps upload.

We recommend running a Speed Test on your device to see if your network connection is strong enough to support Jane. If you find that your connection is not strong enough, you’ll want to reach out to your internet provider for assistance.

3. Clear Your Browser’s Cache

Sometimes, clearing your browser cache can help! It’s a bit like spring cleaning for your browser or emptying the trash can in a way.

Give this a try and reach out if things still aren’t working after that.


  • In the top right-hand corner of your Chrome Browser select the three vertical dots
  • Choose More Tools
  • Select Clear Browsing Data

  • A new window will pop up, make sure that you’ve selected to
  • Clear cookies and Cached images/files from All time
  • Click Clear Data

Close Chrome completely and then restart.


  • From the menu select Safari and choose Clear History

  • Choose All History and click Clear History

Restart your Safari Browser.

iPad or iPhone

  • Open the Settings app, and scroll down to the Safari option.
  • Scroll down towards the bottom and tap the blue words Clear History and Website Data
  • Tap Clear History and Data

Microsoft Edge

To clear the browsing history stored on your PC:

  • Head to Favorites > History.
  • Select Clear history.
  • Next, choose the types of data you want to remove from your PC.
  • Select Clear.

4. Check for Software Updates for your Browser and Device

Periodically the browser and operating software on your device will require a little upgrade.

Check out this guide if you use a PC and Windows: Microsoft Update

Apple users wanting to update their operating software or Safari will use this guide: How to Run Updates on Your Mac.

If you are using Google Chrome as your browser, you will want to use this guide for installing updates: Update Google Chrome.

Windows Edge users will want to use the following guide for updates: Update Windows Edge.

Android users wanting to update their operating software will want to visit this guide: Update Your Android Software.

To update the operating software on your iPad, iPhone or iPod touch, visit this guide: Software Update Guide from Apple Support.

5. Power Down and Restart Your Device

If you have installed an update onto your device, you will likely need to reboot. However, this is generally just a good habit to get into on a daily basis. Powering down will intervene on any processes that may be running in the background and eating up your memory. When you restart your device you will be more likely to be starting from a clean slate and should see all your programs running a bit faster, not to mention the cost savings you’ll get for using less electricity. ;)

For more on Device and Browser Requirements visit our guides on Browsers & Devices and Browser Requirements.

6. Remove your homepage button and add it back on

If you’re still experiencing issues accessing Jane from the button created on your homepage for your phone, you will want to try deleting the shortcut and recreating it.

To do this, you will want to

Touch and hold your finger on the app icon until you enter edit mode (the icons begin to jiggle). Tap the Delete button (looks like an X) at the top left of the app icon. Tap Delete to confirm the removal. Click the Home button to exit edit mode. Once you have done that, we can try re-adding the icon back to your home screen: Using Safari or Chrome, sign into Jane using your URL Click on the Share button (looks like a box with an arrow) to add the link to your homescreen.