In Instinct EMR and Instinct Treatment Plan (ITP), a user's context stores their cache and cookies. Clearing it can resolve display bugs and occasional error messages. Only users with the admin_staff permission can clear context. If you don't have it, ask a practice admin to do this for you.
Decide whether to clear context
Clear a user's context when an admin has confirmed the issue is limited to one or a few users and no error message explains the problem.
Clear context when:
A big update or data change means a user's saved settings no longer match, such as a saved filter that references something that no longer exists.
A user seems "stuck" or "in a loop."
Don't clear context when:
An integration partner has an outage. Contact the integration partner's support team instead.
The issue is happening outside of Instinct.
All staff are affected. This can indicate a system-wide error, so report it directly to our support team.
An error message clearly explains an issue you can resolve.
A ticket is already open for a long-standing issue.
The issue is in Stockroom.
What user context stores
Where the user was last in the app before signing out.
How their Status Boards are set up, including layout, filters, sorting, and presets.
Information typed into forms but not yet submitted, such as Comm Log entries and treatment notes.
Note: Clearing context removes unsent form entries. Submit or save anything in progress before clearing context. |
Clear context for one user
Have the user sign out first. The reset works correctly only when the user is signed out.
Go to Admin → Staff and search for the user.
Select Clear Context to the right of the staff member's name.
Ask the user to sign in again.
Note: The Clear Context option is available for all Active users in the Staff list. |
Clear context for all users
Use this when issues are widespread, and you want to give everyone a fresh start.
Go to Admin → Staff → Manage.
Select Clear All User Contexts.
If clearing context doesn't fix the issue
Contact support at [email protected] and include:
The exact error message, or a screenshot of it.
The name of the affected user and what they were doing when their issue occurred.
When the issue started and whether it affects one user or several.
Confirmation that you already cleared the user's context.
Frequently asked questions
Will clearing context delete patient or invoice data?
Context stores a user's saved app state, such as filters, layout, and unsubmitted entries. If an invoice entry or patient information was being added when an error occurred and was not successfully saved beforehand, it will likely need to be submitted again. Check Instinct before making a new entry, patient, etc., in case it did save when the issue occurred.
Can I clear context while the user is signed in?
Have the user sign out first so the reset works correctly. If the user is signed in when context is cleared, they will need to sign out and back in for the reset to show improvement.
Will this fix payment, printing, or product list errors?
Only if the issue is related to data that is already saved or recorded in Instinct. If an error message names a specific problem, follow that guidance or contact support with the error message details.
Still need help?
Contact support via live chat or email [email protected].