Telemedcore will not load or shows an old version

What this covers

Telemedcore will not load, or it loads but shows an older version than your colleagues see. This is a fault on our side, not a problem with your account or your password. A new password will not change it.

If you are being asked to sign in and the sign-in page shows a Reference for support code, write that code down before you do anything else. It is the fastest way for support to find out what went wrong.

Step 1: Close every Telemedcore tab, then open Telemedcore again

This fixes most cases, and it costs you nothing.

Telemedcore keeps a small helper in your browser that serves the app quickly. When that helper cannot update itself, it keeps handing you the version it already has. Closing every Telemedcore tab and window lets your browser swap the helper for the current one the next time you open Telemedcore.

It has to be every tab. One tab left open on another screen, or in another window, keeps the old helper in charge.

Then open Telemedcore again and sign in as usual.

Step 2: Contact support and quote your reference

If closing the tabs did not help, contact support and give them:

What to give them	Where to find it
Your reference code	The sign-in page, under the error message, or the notice at the bottom of the screen
Which browser you are using	Chrome, Edge, Safari or Firefox
What you see	"It will not load at all", or "it loads but looks out of date"

Support can fix this from our side, for you and for anyone else affected, without you changing anything on your computer. This is the normal resolution and it usually takes one deployment.

While you wait, you can use Telemedcore on a different browser or a different device. Your work is stored on our servers, so everything you have saved is there.

Step 3 (last resort, only if support tells you to): Clear site data

Warning for pharmacy users. If you have dispensed medication while offline and Telemedcore has not sent those records yet, clearing site data deletes them permanently. There is no other copy. A dispensing that happened but was never recorded falsifies the patient's medication list, which is what the next prescriber's interaction check reads.

Do not do this step without support. They will check whether anything is waiting to be sent first.

Only do this after support has asked you to.

Google Chrome

1. Click the padlock or the icon at the left of the address bar.
2. Choose Site settings.
3. Next to Usage, click Delete data, then confirm.
4. Close the tab and open Telemedcore again.

Microsoft Edge

1. Click the padlock at the left of the address bar.
2. Choose Permissions for this site.
3. Click Reset permissions, then under Cookies and site data choose Manage and delete cookies and site data.
4. Find telemedcore.com, delete it, then close the tab and open Telemedcore again.

Safari (Mac)

1. In the menu bar, choose Safari > Settings.
2. Open the Privacy tab and click Manage Website Data.
3. Search for telemedcore.com, select it and click Remove.
4. Close the tab and open Telemedcore again.

Mozilla Firefox

1. Click the padlock at the left of the address bar.
2. Choose Clear cookies and site data, then confirm.
3. Close the tab and open Telemedcore again.

After clearing site data

You will be signed out on that browser and will need to sign in again. Your account, your password and everything you have saved to Telemedcore are unchanged. Anything that existed only in that browser -- a form you had started but not saved, and anything captured offline and not yet sent -- is gone.