When Rhazes cannot reach the server
What the Rhazes connection error means, why your saved work is safe, and what to ask your IT team on a hospital network.
Updated
What you see
A message saying Rhazes cannot reach the server, asking you to check your connection, with a Try again button.
Nothing you have saved is lost
Worth saying first, because that is the immediate worry. A connection failure stops Rhazes fetching or sending; it does not delete anything. Your chats, patients, documents and templates are on your account and will be there when the connection comes back.
Quick checks
- Press Try again. A brief blip is the most likely explanation.
- Check your own connection by loading any other site.
- Reload the page.
- Try a different network. Tethering to your phone for thirty seconds is the fastest way to find out whether the problem is Rhazes or the network you are on.
If it works on mobile data and not on the hospital network, it is the hospital network.
On a hospital or NHS network
Healthcare networks commonly sit behind firewalls and web filters that block anything not explicitly permitted. Rhazes is often caught by that on a first rollout.
Ask your IT team to allow the address your organisation uses for Rhazes. If your organisation runs its own deployment, that is your own address rather than the public one, which is worth stating clearly in the request or it will bounce back asking. See How Rhazes Enterprise is deployed.
If it persists everywhere
If Rhazes is unreachable from your phone, your home and the hospital, it is not you. Email support@rhazes.ai with the time and roughly where you are, and use a different network in the meantime if you have one.