Support

Here you will find simple solutions to the most common challenges and our FAQ.

Solutions for Common Problems

Problems during Installation

The installation does not start.

Please check if your antivirus program may block the installation. Disable the anti-virus program for installation at short notice.

I get a message that the installation of the program is a risk for the PC.

Idana is still a comparatively new software. As a result, some browsers may display an error message assessing Idana as a security risk. You can safely select the “Run Anyway” command to install Idana.

Problems during Login

I cannot log in.

Check your entries (e-mail address/password). Remember that the login password and PIN must be different.

If the login is not accepted despite correct input, close the program and open it again. Now enter your login data again.

If you have forgotten your password, click on “Forgot password”. You will receive an email to reset your password. Then enter a new login password.

I receive the error message "An error occurred while processing the login".

Close and restart the program. Now enter your login data again. Remember that the login password and the decryption PIN are different.

If the same error message still appears, check your Internet connection.

There may have been a software update and Idana is now available in a newer version. If this is the case, you will receive a message about a software update. Do this by following the installation instructions of the program and then reopen Idana.

You should now receive an update message. A newer version of the program has been uploaded. Install it by following the installation instructions of the program and then open the program again.

The software update is not performed.

It may take some time for you to receive the message for an existing update.

If Idana does not update automatically, you can download the latest version of Idana from www.idana.one. Then log in as usual with your login data.

Problems while Starting the Survey

I don't see any questionnaires to choose from.

There could be several reasons:

  1. Check whether you have selected a language. To do this, select the language menu and tap the desired language.
  2. Check if your computer is still connected to the Internet. Idana requires an Internet connection to configure the survey.

If still no questionnaires are displayed for selection, restart Idana.

Should the problem nevertheless occur frequently, please contact our support using the contact form below.

No QR code is displayed in the last step of the survey configuration.

After configuring the survey, the QR code should be displayed. A disconnected Internet connection is often the reason why the QR code is not displayed. Make sure your computer is connected to the Internet and restart Idana if necessary.

Should the problem nevertheless occur frequently, please contact our support using the contact form below.

The QR code is not recognized in the app.

Move the tablet or smartphone back and forth. Increase and decrease the distance between your tablet or smartphone and screen. By readjusting the app, it should be able to recognize and process the QR code.

I receive an error message.

In most cases Idana recommends a problem solution. Proceed according to this.

If no recommendation is given, restart Idana and check the Internet connection.

Should the problem nevertheless occur frequently, please contact our support using the contact form below.

Frequently Asked Questions

Integration

Can I use Idana in conjunction with a paper patient file?

Yes, you can easily print the reports generated by Idana.

Does Idana offer an automatic export to the electronic patient file?

From October 2018, it will be possible to connect Idana to current medical information systems via GDT.

The software currently supports the import of patient data from the AIS in Idana, the export of anamnesis data from Idana to the AIS currently still works via drag & drop of the automatically generated PDF report, with the next Idana version this will also be possible automatically.

Use the form below to contact us for more information on whether your AIS is compatible with Idana.

Can I print out the Idana questionnaires?

A paper version of the questionnaires does not exist, since this would be far too impractical. Please also note that our proprietary content is protected by copyright and may not be reproduced without permission.

Can all my patients use Idana?

In the development of Idana, we have placed great emphasis on a simple and intuitive user interface, so that even older patients or patients with little or no technical affinity can operate Idana without problems. To achieve this, we do not use free text entries or touch gestures, for example. When formulating the questionnaires, we also made sure that the patient language was clear and easy to understand.

Studies show that tablet handling in the medical environment is often very successful.

Furthermore, we are always happy to receive feedback (e.g. by e-mail to feedback@idana.one) on how we can further improve user-friendliness!

Can I also use my own questionnaires for assessing the medical history?

Idana contains a large selection of questionnaires developed by our team of doctors especially for the anamnesis on the basis of the care guidelines, as well as standardised diagnostic questionnaires. If you also want to use your own anamnesis questionnaires with Idana, we offer you to digitize them.

Contact us for a non-binding offer!

 

Data Protection

Where is my data stored?

All data is encrypted before transmission and then stored in the cloud running on servers hosted in Germany. It has an IT security management system certified according to ISO 27001 and is also certified according to ISO 27017 and ISO 27018, which regulate data security and the protection of personal data against unauthorized access.

How safe is my data?

Very safe. Our servers are managed in a highly professional manner and your data is protected against loss by regular backups. Idana only communicates with the server via encrypted HTTPS channels. All data is additionally stored encrypted on the server side.

Sensitive patient data is additionally protected locally with the help of end-to-end encryption in such a way that neither Tomes GmbH nor the data center operator, but only the doctor and authorized employees can access it. To do this, define a separate “decryption PIN”.

How long is the data stored on the server?

Your data will be stored on the server until you cancel your Idana account. After termination of your account, the data will be stored for another 6 months before it is irrevocably deleted. However, when you cancel, you can also request that the data you have collected be deleted immediately. Idana will always remind you to create a copy of the data in order to ensure that medical documentation is required.

Is there a version of Idana where all data is stored locally?

Yes, we offer for an additional charge a version in which the patient data is stored in a local database. You can find more information about this under pricing  and under data protection.

If you are interested, please contact us for a non-binding offer. Please use the contact form below.

Technology

What are Idana's system requirements?

Idana currently consists of a desktop app for the physician’s PC to configure the surveys and view the responses, and a progressive web app for patients to complete the questionnaires.

The desktop app runs on all Windows operating systems from Windows 7 and Mac OS X.

The web app runs on PC, smartphone and tablet and only requires a standard internet browser (e.g. Chrome, Safari, Firefox or Edge) as well as an existing internet connection and runs on PC, smartphone and tablet. mobile app for Android tablets and smartphones with which patients can answer the questionnaires.

Cancellation

What happens after I cancel Idana?

After the cancellation you can still use Idana for 6 months and view your previous data, but you cannot import new data. After 6 months we will delete your account and all data, including stored patient data. If you wish to be deleted prematurely, please contact us at contakt@idana.one.

Accounting

Is the free trial complete?

Yes, with the free trial version you can get to know all questionnaires and functions without restrictions for 30 days.

How much does it cost to use Idana?

At Idana you only pay for the surveys you actually conduct.

For each survey, in which you can combine any number of questionnaires, you will be charged 0.50 €. To cover the server and administration costs, we only require a minimum turnover of 10 € per month.

Further information can be found under pricing.

Which payment methods are supported?

We currently distribute Idana as a software service.

At the end of the month you will therefore receive an invoice for the services billed for in the respective month. You can pay these either by invoicing or in the automatic direct debit procedure conveniently via SEPA mandate.

Are the prices gross or net?

All prices on the homepage and in the app are gross including VAT.

Miscellaneous

I have noticed a mistake in the content.

Please send us an email to feedback@idana.one. We are always grateful for suggestions for improvement.

I miss a specific feature.

Please send us an e-mail to feedback@idana.one and describe in detail the function you require.

Problem solved?

Did you find a bug in the software or suggestions for improvement? You require further assistance? Feel free to contact our support-team!

Support Tomes GmbH
Support Engesserstr. 4a | D-79108 Freiburg
Support +49 761 6006784-0
Support kontakt@idana.one

Imprint
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© Tomes GmbH 2018

Disclaimer:
The information provided by Idana may not be interpreted or used as a substitute for medical advice and therapy. The application is not intended to replace or provide a basis for medical diagnoses and/or treatments. The application is not a medical device according to its intended purpose. The provider accepts no liability for consequences resulting from the user or third parties using the data and information entered or generated.