CLINIC HQ

2.4. Troubleshooting

If you’re experiencing calendar issues, start by reviewing the settings and ensuring everything is configured correctly. Troubleshooting often begins with identifying the basics before diving deeper.

The Calendar Doesn’t Add Up.

We often get help tickets where users note the calendar doesn’t correctly balance. This can happen for several reasons, but they always lead back to one spot:

Here are some issues to look for:

  1. Make sure weight ranges do not overlap. For example, if you have female dogs from 2 – 20 lbs, the next range should be at 21 lbs. It should not start with say 20 lbs to 40 lbs. If an animal were 20 lbs exactly, this would duplicate this animal on more than one tile.
  2. Another common issue is again with weight ranges. Do not leave the weight ranges open-ended with ANY, as again, that will duplicate animals.
    Incorrect open ended weight ranges
  3. Another issue is restricting the animal type to say “Owned” but then scheduling an appointment type as a “Foster” for animal type. To determine if this is the issue, you can run a custom report for animal types on a given day. If any turn up in the list that you do not have an animal type category for in the calendar, this is the issue. The appointment will be counted in the overall daily count, but “orphaned” and no tile to land on if it’s restricted. It’s often best to simply leave the tiles as “Any” for a type.
  4. Another issue related to animal type occurs if a volume client changes the animal type through the volume client portal. For instance, if you restrict appointments to “owned” animals, but the client changes the animal type to “shelter” in the portal, it will cause the appointment to become orphaned.

“We have appointments, but clients are not being offered them online”

This issue often arises when the overall day is overbooked. For example, if you have categories like male cats, female cats, male dogs, and female dogs, and a total of 30 appointments, overbooking a category can lead to the entire day reaching full capacity (or exceeding it). As a result, the date will no longer be available for online scheduling. This safeguard helps prevent your clinic from becoming overbooked. To resolve this, you can adjust by transferring a few appointments from one category to another, opening up availability.

E appointments

The E-appointment form works with Public Clients and uses the animal species, sex, weight, and animal type to provide available appointment dates/times. If a desired date or time does not appear on the e-appointment request form, this is likely caused by either the s/n capacity, mobile locations, priorities, or the date to search in the future.

Closed Holidays

All federal holidays are marked on the calendar, and Clinic HQ will automatically close U.S. clinics for the observed federal holidays. If your clinic remains open on a holiday, you’ll need to go to the spay/neuter calendar and mark the day as open to allow for scheduling.
Auto-Closed U.S. Holidays:

  • New Year’s Day (January 1)
  • Memorial Day (Last Monday in May)
  • Independence Day (July 4)
  • Labor Day (First Monday in September)
  • Thanksgiving Day (Fourth Thursday in November)
  • Christmas Day (December 25)

The following Federal holidays are not auto-closed. If your clinic is closed for the following observed day, please click on the day and Mark the day as closed.
Auto-Open U.S. Holidays:

  • Martin Luther King, Jr. Day (Third Monday in January)
  • Presidents Day (third Monday in February)
  • Juneteenth National Independence Day (June 19)
  • Indigenous Peoples Day (Second Monday in October)
  • Veterans Day (November 11)