palmER User Guides
Troubleshooting

Common Issues & Troubleshooting

Quick solutions to common palmER AI Suite issues including slow AI responses, login problems, and browser compatibility issues.

palmER AI Suite is a web-based platform that runs reliably for most users. When issues do occur, they're usually browser-related and easy to fix. This guide covers the most common problems and their solutions.

Quick Troubleshooting Checklist

Before diving into specific issues, try these quick fixes:

Refresh the page

Press F5 or Cmd+R to reload the current page.

Clear your browser cache

Use Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) to open browser settings and clear cache.

Try an incognito/private window

Open a private browsing window to test if extensions or cache are causing issues.

Update your browser

Ensure you're running the latest version of your browser.

Try a different browser

Test with Chrome, Firefox, Safari, or Edge to isolate browser-specific issues.

One of these resolves most issues immediately.

Common Issues and Solutions

Hospital Network Issues

Using palmER on hospital computers:

Some hospital networks have security restrictions that can interfere with palmER AI Suite:

Common restrictions:

  • Blocked third-party services
  • Overly aggressive firewalls
  • DNS filtering
  • Proxy servers

Solutions:

  • Contact hospital IT to whitelist palm-er.com and AI provider domains
  • Use a personal device with mobile hotspot
  • Access from outside the hospital network when possible

Platform Status and Outages

Is palmER down?

Check platform status:

Planned maintenance: We announce scheduled maintenance in advance. Check the status page for notices.

Getting Help

If you've tried the troubleshooting steps above and still need help:

Contact support:

Use in-platform contact

Click your email (bottom-left) and select "Contact Us" for the fastest response.

Or email support

Alternatively, contact us via our support page.

Include in your support request:

  • What you were trying to do
  • What happened instead
  • Error messages (screenshots are helpful)
  • Your browser and version
  • Your operating system
  • Steps you've already tried

Tips for Avoiding Issues

Best practices:

  • Keep your browser updated - outdated browsers cause most issues
  • Use a modern browser - Chrome, Firefox, Safari, or Edge work best
  • Avoid excessive browser extensions - they often interfere with web apps
  • Don't paste massive amounts of text - break very large charts into sections
  • Review AI outputs carefully - AI assists but you're responsible for accuracy

Most users never experience issues with palmER AI Suite. When problems do occur, they're almost always browser-related and quickly resolved with cache clearing or trying a different browser.

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