Common Issues & How to Troubleshoot

Why is Weave not popping up when a call comes in?

  • You most likely just need to sync your workstation with the handset at your desk. Re-syncing your phone should resolve this right away. CLICK HERE to see how easy it is.

  • Is your Weave software asking for a Location ID & SIP profile? Just sync your phone.

My automated appointment reminders are not going out:

Was your Server turned off? 

  • Please chat (using the chat bubble in the lower right hand corner of your screen) or call our support team to let us know this information and for quickest results please be ready for us to do a remote session with you and have access to your server

Was your server updated?

  • Please chat or call our support team to let us know this information and for quickest results please be ready for us to do a remote session with you and have access to your server

Did you update your patient management system?

  • Please chat or call our support team to let us know this information and for quickest results please be ready for us to do a remote session with you and have access to your server

My appointment reminders are showing the wrong time:

  • Are your appointments showing an hour or two off? Check the timezone on your workstation and server computers! Ensure that timezones on both the workstation and servers are set correctly, and then restart your Weave Clients.

I AM EXPERIENCING CALL QUALITY ISSUES:

  • Have you gotten any new hardware in your office like a router, modem, or a firewall? Be sure to have your IT rep configure these using our Network Specs page on WeaveHelp.com

My phone is not ringing:

  • Is your DND (Do Not Disturb) enabled? Look for a circle with red circle with a line through it. Your phones are equipped with a DND soft key located along the bottom of your display screen. If this key is pressed it places your phone on Do Not Disturb. Simply toggle the DND key again to take off of Do Not Disturb.

  • You can try to reboot your hand set by unplugging the power cord, wait a few seconds and then plug back in. This will reboot your phone. It will take a few minutes to completely reboot.

  • Make sure your Office Hours in your Weave Software Settings are set to Open. If your hours are set to closed, calls are routed to your voicemail box.

My PHONE SAYS IT DOESN’T HAVE SERVICE:

  • This is most likely an internet connection issue. Try physically moving the phone, and plugging it into another ethernet port, when it reboots, see if the phone now has an internet connection. If it does, this is an indicator that there is a problem with the other internet port.

i am having trouble sending my fax:

  • Make sure that the file you are trying to attach is a .pdf file. Fax only accepts a .pdf. Most .jpeg and .doc files can easily be converted to a .pdf. Learn more about FAXING by going to: https://www.weavehelp.com/fax

how do i send a mass email?

HOW DO I ADD OR REMOVE A USER IN WEAVE?

  • Office Admins can Add, Edit, and Remove uses by logging into your Admin Portal, and selecting Users from the left hand menu. CLICK HERE for step by step instructions.