How to Troubleshoot the Otto Browser Extension

First, confirm:

• You are logged into Otto.
• You are using Google Chrome and your browser is up to date.
• The Otto Browser Extension is installed
• If your clinic has multiple locations, you are logged into the correct Otto location.
• The patient's Contact Lens Rx has been finalized/authorized in your EHR.

If everything looks correct and the issue continues, follow the troubleshooting process below.

Step 1: Start a Screen Recording

Providing Otto Support with a recording of the full workflow from your EHR into Otto is the fastest way for our team to identify where the issue is occurring.

1. 1. Start a quick screen recording before recreating the issue.
      
      Keep the recording running throughout the entire process so our team can see what happens from the EHR through to Otto.

Step 2: Open Patient's Rx in the EHR

1. 1. Open the patient's file.
   2. Navigate to and open their Contact Lens Rx 
      
      1. For eVision Care users, you are required you to select the check box to the left of the Rx you want to use.

Make sure the relevant patient, product, and prescription information is visible.

Step 3: Open the Otto Browser Extension

1. 1. Click the Otto Browser Extension in your Chrome toolbar.

   2. Make sure the extension pop-up is visible in your recording.

Step 4: Recreate the Issue

From the Browser Extension, click the specific feature you're having trouble with:

• Create Order
• Create Order Link
• Create Lens Quote
• Create Prescription

The extension will open the applicable workflow in a new Otto tab. Keep recording as it works through the action. Only stop recording when the automation in Otto has finished. 

Step 6: Copy the Full Otto URL

Copy the full URL from the newly opened Otto tab.

Please don't skip this step—the URL helps our team identify the exact action being performed by the Browser Extension and can provide important information for troubleshooting.

Step 7: Send the Information to Otto Support

Submit a support ticket and include:

• Your screen recording
• The full URL from the Otto tab
• A short description of what you expected to happen
• A short description of what happened instead

For example:

Expected: The patient's finalized Acuvue Oasys prescription should populate when I select Create Order.

Instead: The patient information populates, but the contact lens product and prescription values are missing.

Why Do We Need a Screen Recording?

Seeing the complete workflow helps our team determine:

• Whether the extension is reading your EHR correctly
• What patient and prescription information the extension is detecting
• Whether there may be a product or prescription mapping issue
• What information is being transferred into Otto
• Exactly where the workflow stops behaving as expected

The more of the workflow we can see, the faster we can pinpoint the cause and help get you back up and running.

Quick Troubleshooting Checklist

Before submitting your request, make sure you have:

☐ Confirmed you're logged into Otto
☐ Confirmed you're in the correct Otto location
☐ Confirmed the Contact Lens Rx is finalized/authorized
☐ Recorded the workflow starting from the patient's EHR chart
☐ Shown the Otto Browser Extension pop-up in the recording
☐ Recreated the issue using the affected feature
☐ Recorded what populated in the new Otto tab
☐ Copied the full Otto URL
☐ Included what you expected to happen vs. what actually happened

Following this process whenever you experience an Otto Browser Extension issue gives our Support team the information needed to investigate as quickly as possible.