If your issue is not listed here, contact support@retinex.ai with a screenshot, the time the issue occurred, and the affected patientId or jobId if applicable.
I can't sign in
The system rejects valid credentials in three known scenarios:
- Account locked after 5 failed password attempts. Wait 15 minutes or have an administrator unlock the account from User Management.
- MFA code expired. TOTP codes rotate every 30 seconds. Wait for the next code and retry.
- Cookie/session blocked. Confirm that third-party cookies are allowed for the Retinex domain and that your browser clock is within 30 seconds of NTP.
I lost the device with my authenticator app
Self-service MFA reset is intentionally disabled (see the MFA reset rationale). Contact your administrator:
- Identify yourself through the organization’s normal help-desk procedure (call, in-person, verified email).
- The administrator clears your MFA enrollment from User Management.
- On your next sign-in, you will be routed to the MFA setup screen and can enroll a new authenticator app.
I can't open the exported 7z archive
The archive is AES-256 encrypted with encrypted headers. Open it with 7-Zip 24+ (Windows/Linux) or Keka 1.4+ (macOS); built-in extractors do not always support encrypted headers.
The password is shown in the UI banner immediately after export and, if the patient has an email on file, emailed to the patient. Passwords are case-sensitive and limited to alphanumeric characters; double-check letter case and the digit 0 vs. the letter O.
A bulk export job is stuck in ‘running’
Jobs that exceed the stuck-job timeout (2 minutes per patient by default) are marked failed by the worker. To retry:
- From Bulk Export, click the failed job and choose Retry.
- If retries continue to fail on a specific patient, open the individual chart to confirm there is no data-integrity issue, then run the single-patient export to confirm.
- If the job continues to fail after retry, contact support@retinex.ai with the
jobId.
An attachment fails to upload
Likely causes:
- File size exceeds the per-file cap (50 MB by default per organization).
- File type not in the configured allow-list (PDF, DOC/DOCX, JPG, PNG, TIFF, DICOM, MP4 are the defaults).
- Azure Blob storage credentials missing in this environment. Administrators can verify
AZURE_STORAGE_*are set in the gateway.
Charts are slow to load
Retinex aggregates patient data across multiple microservices. Slow loads usually indicate one of:
- Browser network throttling — check the dev-tools Network panel.
- VPN/proxy adding 200+ ms latency per request. Try a direct connection.
- Patient has > 5,000 observations or attachments — known edge case, paginated rendering is on the roadmap.
If the slowdown is sustained across patients, check the System Status indicator in the top bar.