If you’re having trouble searching for a patient in Phox, there are a couple of possible causes. Follow the guide below to quickly determine the issue and get back to helping your patients.
🧠 Have You Recently Upgraded or Made Changes to Your Server?
If your pharmacy has upgraded or made changes to its server setup recently, Phox may need to be reinstalled. These changes can affect your connection to the platform and prevent you from seeing updated patient data.
✅ Solution: Please contact our support team so we can reinstall Phox on your server. Once reinstalled, your patient search and other functionality should return to normal.
🔄 Haven’t Made Server Changes? Try a Connection Refresh
If there haven’t been any recent server upgrades, we may need to refresh your connection.
Here’s how you can do it yourself:
Open Phox Docs
Hover over your initials in the top-right corner of the page
Click “Refresh Connection”
Then refresh the page itself
This should re-establish the connection between your system and our platform.
👨💻 Need Help? We’re Here for You
If you're unsure or still facing issues after trying the steps above, we can help in two ways:
Remote support: We can remote into your pharmacy system and troubleshoot directly.
Self-service: You can follow the steps listed above and reach out if the problem persists.
Either way, our team is happy to help you get back on track.
If you continue to experience issues, feel free to message us directly through Intercom or call our support line.