Getting help & reporting a problem
How to report a problem with the Akuru browser extension: find your extension version from the Help button, capture what you clicked and which screen, and where to send it.
If the extension isn't behaving and the troubleshooting articles haven't sorted it, report it. A few details up front get it diagnosed and fixed much faster. This page covers what to capture and where to send it.
The three things that help most:
- Your extension version (from the Help button).
- What you clicked: the exact button and the steps that led to the problem.
- Which screen you were on (EMR, i-scribe, the import page) and what you expected to happen vs what actually happened.
Before you report: quick self-checks
A lot of issues are covered by a few common causes. Worth a 30-second check first:
- Same window? i-scribe and your EMR must be in the same browser window. See The extension can't see my i-scribe or EMR tab.
- Up to date? Open Help; a red dot means a newer version is available, so update it.
- Single Xestro tab? Multiple Xestro tabs aren't supported.
- Letters won't all insert? Use the Insert Outputs flow. See "I can only export one letter after the first couple of patients".
Find your extension version
In the Akuru toolbar, click Help.
Read the version number shown there. [VERIFY] (Help shows help & what's new; confirm exactly where the version appears.)
If you see a red dot on the Help button, a new version is available, and updating may already fix your issue.
What to include in your report
Extension version, from the Help button.
What you were trying to do, e.g. "insert a GP letter and a patient letter into Xestro".
Exactly what you clicked, in order, e.g. "clicked Send to EMR on the GP letter, it worked; clicked Send to EMR on the patient letter, nothing happened".
Which screen / system you were on: EMR (Xestro), i-scribe, or the i-consult import page.
What you expected vs what happened.
Any message shown, e.g. an amber mismatch warning, or "Reconnecting…".
A screenshot if it helps, but see the privacy note below.
Never include real patient details in a report or screenshot. Blank out or avoid capturing patient names, dates of birth, and numbers. The team can diagnose almost everything from the version, the steps, and the screen, without the patient data.
Where to send it
[VERIFY] Add the exact support contact here before publish: the support email, in-app report form, or support portal URL.
Will the team need my patient's information?
No. Share the extension version, the steps you took, and the screen you were on. Keep real patient data out of reports and screenshots.
How do I know if I'm on the latest version?
Open Help. A red dot on the Help button means a newer version is available; no dot means you're up to date.
My issue is in one of the known-limitations articles. Should I still report it?
If a workaround in the relevant troubleshooting article solves it for you, you don't need to report it. If it doesn't, report it with the detail above so it can be looked into.
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