Customers that upgrade or change their iPads, or customers that move from a subscription to owning their own iPad, will need to follow the instructions below to ensure all of their data is properly transferred from the old iPad to the new one. This includes:
In addition to these steps, this section describes common issues and how to troubleshoot them.
1. Backing up your records
The first and most important step is to ensure all of your data is backed up to the SHOEBOX web portal. Doing this will allow you to restore all of your data onto your new iPad once you receive it.
After syncing your app to the portal, log in to your portal to confirm that all of your patients have been backed up successfully.
| Important note for customers that do not have portal access: If you are not using the Data Management Portal, you must manually back up all of your data. SHOEBOX Audiometry does not back up data locally in the way a standard iPad would, in order to maintain HIPAA compliance. Therefore, customers who are not using the Data Management Portal will need to print or email all patient data, audiograms, summary reports, etc. before transferring iPads. |
2. Calling SHOEBOX to transfer your license
The next step is to contact SHOEBOX support so that we can transfer your license to your new hardware. This can be easily done over the phone with a SHOEBOX support team member and takes about five minutes to complete.
| Note: You will receive a "no license available" message when you try logging in on your new hardware if you do not perform this step. |
3. Downloading the app to your new iPad & restoring your data
Once you have successfully transferred your license and logged into SHOEBOX on your new iPad, it's time to restore your data. Once you've logged in to the app on your new iPad, SHOEBOX should automatically start syncing with your portal. Once the sync is complete, all patients and projects will be pulled from your portal into your app. Any patients that are not organized into projects will be located in "default project (unassigned)" and can be pulled from the portal using the search function at the top of your patients list.
Previous patient audiograms will not be visible on the iPad, as audiograms cannot be transferred from the web portal to new iPads. However, you can access them in table form by tapping on "create summary report" on the iPad if you have that setting available. Your patients' previous audiogram pdfs are still accessible on your web portal in their original form.
Finally, you may need to go through your app's settings and confirm that they are correct, as some may have been reset to default.
Common issues & how to troubleshoot them
My patients aren't on my new iPad. How can I find them?
There are two possible causes for this:
The patients were not properly backed up to the Data Management Portal.
Your patients are located in the default project, and you have to search for them in the search box above your patients list while in the default project. Patients are only automatically pulled from the portal if they are organized into projects. Any patients that are not organized into projects are located in the default project and must be "requested" using the search while in the default project.
I tried logging out of my old iPad and into my new one and it says there's no license available. What do I do?
If this occurs, contact SHOEBOX support.
This indicates that you have exceeded the number of license activations your organization is allowed to have.
Generally, license activations are recognized in the following format:
1 person = 1 iPad = 1 license activation
However, if someone is logged in with the same credentials to multiple iPads, it counts as a different license activation. An activation occurs whenever someone installs and logs in to SHOEBOX on a new iPad. The activation is linked to the hardware, not to the person who is signed in.
Therefore, the most likely cause of this error is that your license has not been properly released from your old hardware and transferred to your new hardware. Contact SHOEBOX support if this occurs.