CLINIC HQ

22.9.1. Idexx Troubleshooting

IDEXX TROUBLESHOOTING TIPS

The “Create Order” Dropdown Menu is Blank

“I’m on the Idexx tab in an appointment, but the IVLS # or generate label option is not appearing when I click CREATE ORDER.”

When the IVLS number does not appear for the user, the issue in all cases, is one of three things:

  1. The VetConnect credentials typed into the Clinic HQ settings are incorrect or have since been updated. – Please review in Settings > Idexx Setup
  2. The station is not linked to the VetConnect account/the credentials used in HQ settings. – Contact Idexx Support
  3. The station’s settings are not configured to receive the communication. – Contact Idexx Support

Getting on a call with IDEXX

Occasionally, clinics will ask us to get on a call with IDEXX. Unfortunately, that’s outside the scope of the service we provide. The input into HQ is very limited. You simply input your credentials into Settings > Idexx Setup.

There is nothing to be gained by us here at HQ to get on a call with IDEXX. If, after speaking with your IDEXX representative, you are still having issues. Please reach out to Christopher Stuebing at christopher-struebing@idexx.com.