During office holidays or non-working hours, clients may occasionally face critical issues. This guide is designed to help users perform basic checks and temporarily resolve common problems on their own before reaching out to support.

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1. Data Not Displaying

Issue

• Doctor list not visible on the appointment page
• Services not appearing
• Appointment, Doctor, or Patient lists are empty
• Errors during Register/Login

Possible Cause

This is usually related to a cache issue, where API responses are being cached.

Solution

• If you are using any caching plugin, temporarily deactivate it
• Recheck the issue
• If the issue is resolved after deactivation, it confirms a cache conflict
• In that case, exclude KiviCare APIs from caching in your plugin settings

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2. UI/Design Issues or Broken Functionality

Issue

• KiviCare dashboard not visible
• Pages not loading properly
• Layout/design appears broken
• Certain features not working as expected

Possible Cause

This may be due to a plugin or theme conflict.

Solution

• Deactivate all plugins except KiviCare plugins
• Check if the issue still occurs
• If the issue persists, switch to a default WordPress theme
• Identify the conflicting plugin or theme by reactivating them one by one

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3. Pro Plugin Automatically Deactivates

Issue

• KiviCare Pro or addons get deactivated
• Compatibility warning messages appear

Possible Cause

Version mismatch between KiviCare components.

Solution

• Check the plugin changelog for the latest compatible versions
• Ensure all related plugins are updated:
  • KiviCare Pro
  • TeleMed Addon
  • Google Meet Addon

If You Purchased Plugins from Codecanyon:

• Go to the Codecanyon Download Section
• Download the latest package
• Extract the ZIP file
• Install and activate the updated plugin versions

If You Are Using KiviCare Theme:

• Go to Appearance → Themes
• Check your current theme version
• If outdated:
  • Download the latest version from ThemeForest
  • Extract the main ZIP
  • Install the updated KiviCare theme
• Once updated, you will receive future update notifications in the plugin list

⚠️ Note: Even if you are using a different theme, installing and activating the latest KiviCare theme once is recommended to enable proper update functionality.

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4. TeleMed / Google Meet Not Working for Doctor

Issue

• Doctor has TeleMed service enabled but it is not working

Solution

• Verify that the doctor is properly connected to TeleMed services
• Follow the steps provided in the TeleMed and Google Meet documentation
• Ensure all required configurations are completed

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5. Time Slots / Sessions Not Visible During Booking

Issue

• No available sessions shown while booking an appointment

Possible Cause

Timezone mismatch or not configured.

Solution

• Go to Doctor Profile → Timezone
• Go to Clinic Settings → Timezone
• Ensure both are properly set and saved

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6. Final Steps if Issue Still Persists

If the issue is not resolved after following all the above steps:

Recommended Actions

• Roll back to a previous stable version of the plugin/theme
• Create a support ticket

While Creating a Ticket

Please include:

• Detailed issue description
• Steps to reproduce
• Relevant screenshots or screen recordings

This will help the support team understand the issue clearly and provide an accurate solution.

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This guide ensures that users can handle common issues efficiently and minimize downtime even during holidays.