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Quick steps to fix the most common issues (2-5 Minutes)
Where should you start?
Where should you start?
How are you accessing LENS?
iPhone (app)
iPhone (app)
Please go to Section 1
Android (App)
Android (App)
Please go to Section 2
Computer/Tablet (LENS website)
Computer/Tablet (LENS website)
Please got to Section 3
If you're still having problems after the relevant steps, please go to Section 4
Section 1 - iPhone (iOS App)
Section 1 - iPhone (iOS App)
1) Check your iPhone software is up to date
Your device should be on the most up to date iOS version.
To check go to Settings -> Tap General -> Software Update.
If an update is available, tap Download and Install and follow the
instructions on the screen.
2) Check your internet Connection
Make sure you are connected to Wi-Fi or mobile data.
If the connection seems unstable:
Turn on Airplane Mode for 10 seconds, then turn it off.
Reconnect to Wi-Fi or mobile data.
3) Fully close the app, then reopen it.
This is different from just going back to the home screen
Swipe up from the bottom of the screen and pause in the middle of the screen (iPhones with a Home button: double-click the Home button to see open apps first.)
Find the LENS app in App Switcher.
Swipe the app up to close it.
Then reopen the app and enter your PIN to log in.
4) Reinstall the app (if needed)
If the issue continues after these steps:
Delete the app from your device.
Reinstall it from the App Store.
Log in again.
Section 2 - Android App
Section 2 - Android App
1) Check your Android software is up to date
Your device should be running the latest version available.
To check go to Settings -> Tap System -> Software Update (this may be also
be under “About phone” on some devices).
If an update is available, tap Download and Install and follow the
instructions on the screen.
2) Check your internet Connection
Make sure you are connected to Wi-Fi or mobile data.
If the connection seems unstable:
Turn on Airplane Mode for 10 seconds, then turn it off.
Reconnect to Wi-Fi or mobile data.
3) Fully close the app, then reopen it.
This is different from just going back to the home screen
Open your list of recently used apps:
a) Tap the Recent Apps button (often three lines) Or
b) Swipe up from the bottom of the screen and hold briefly.
Find the LENS app.
Swipe it away, or tap Close all (depending on your device)
Then reopen the app and enter your PIN to log in.
4) Reinstall the app (if needed)
If the issue continues after these steps:
Delete the app from your device.
Reinstall it from the Google Play Store.
Log in again.
Section 3 - Computer/Web Browser
Section 3 - Computer/Web Browser
1) Refresh the Page
Click the refresh button or reload the page in your browser.
2) Fully close and reopen your browser
Close all open tabs in your browser or close the tab you are using.
Fully close the browser/window (do not just minimise it)
Reopen your browser.
Return to the LENS website and try again.
3) Try a different browser (recommended: Chrome)
If you’re not already using Google Chrome and are happy to try it, switching can help improve performance.
If you don’t have Chrome installed, you can download it here: Download Google Chrome
4) Optional: Clear browser cache
If the issue continues, clearing your browser cache may help.
Section 4 - Still having problems?
Section 4 - Still having problems?
1) Please let us know about the issue using this form -
https://qualtrics.kcl.ac.uk/jfe/form/SV_8ce9NrtTDlDdICq
2) While we try to fix this issue, please try using a different way of
accessing LENS
If you’re using the app:
Please try logging in through
a web browser instead –
https://lens.applet.healthmachine.io/
If you’re using the website:
Please try downloading and using the app instead –
https://app.healthmachine.io//patient_apps/HM-DHP-123
3) If possible, you could also try accessing LENS from a different device
For example, if you are having issues accessing the LENS website on your laptop, you could try on a different computer or tablet if you have access to one.
Thank you for your patience while we work to solve this issue.
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