Troubleshooting & Common Errors

If you encounter issues with the Telemedicine integration, follow this guide to resolve common problems.

🚩 Problem: Zoom Link is Missing in Appointment

The appointment was created, but no “Join” button appears.

Solutions:

• Check Service Settings: Ensure the specific service has “Telemedicine” enabled.
• Doctor Status: Go to the Doctor’s profile and ensure they are “Connected” to Zoom.
• Log Files: Check the KiviCare logs (or WordPress debug.log) for any WP_Error from the Zoom API.

🚩 Problem: “Invalid Access Token” Error

This typically happens when the OAuth handshake is broken or the token has expired without refreshing.

Solutions:

• Refresh Connection: Have the doctor disconnect and reconnect their Zoom account.
• Check SSL: If your site is not 100% HTTPS, Zoom will refuse to issue or refresh tokens.

🚩 Problem: Meeting Duration is too Short

Meetings end unexpectedly after 40 minutes.

Reason: You are likely using a Zoom Basic (Free) account which enforces a 40-minute limit on group calls.
Solution: Upgrade to Zoom Pro to remove this limit.

💡 Quick Fix Checklist

1. Force Token Refresh: Toggle auth from OAuth to None and back to OAuth.
2. Clear WP Cache: If using a caching plugin, clear it after updating API settings.
3. Check Zoom App Status: Log into Zoom Marketplace and ensure your app is not “Disabled” or pending review.

📞 Escalating to Support

If none of the above work:

1. Enable WP_DEBUG.
2. Reproduce the error by creating an appointment.
3. Copy the error from wp-content/debug.log.
4. Submit a ticket to IQONIC Support.

Next: Zoom API Usage & Scopes