Online Support
Free
3.87for iPhone, iPad and more
9.9
1 Ratings
F. Hoffmann-La Roche
Developer
68.1 MB
Size
Sep 5, 2023
Update Date
Business
Category
4+
Age Rating
Age Rating
Online Support Screenshots
About Online Support
The Online Support application is designed specifically for labs utilizing Roche Instruments and Analyzer. The application aims to support our customers in the lab in managing any type of issue or question related to their active install base. Users will have an end-to-end issue management tool that consists of a digital logbook for documentation, self-help troubleshooting guidelines, and an easy and quick way to escalate issues directly to their respective Roche Service organization.
The application shall allow users the following:
- scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number
- receive troubleshooting guidelines if available based on the captured alarm code
- find similar issues and their resolution based on the alarm code
- add description of the issue and attach images
- check status of the issue
- search for information in known issues within integrated Digital Logbook
- check the dashboard with overall status of the issues
Not to be used by patients. Does not include Diabetes Care.
All user accounts of Online Support are created, stored and managed through DiaLog Portal. After the registration, a key is stored and encrypted on your device, which is valid for one week. Further access to the app is only possible with your FaceId, TouchId or PIN. After one week of inactivity the registration key will be automatically removed.
Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost, make sure that you remotely lock and change your passwords.
The application shall allow users the following:
- scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number
- receive troubleshooting guidelines if available based on the captured alarm code
- find similar issues and their resolution based on the alarm code
- add description of the issue and attach images
- check status of the issue
- search for information in known issues within integrated Digital Logbook
- check the dashboard with overall status of the issues
Not to be used by patients. Does not include Diabetes Care.
All user accounts of Online Support are created, stored and managed through DiaLog Portal. After the registration, a key is stored and encrypted on your device, which is valid for one week. Further access to the app is only possible with your FaceId, TouchId or PIN. After one week of inactivity the registration key will be automatically removed.
Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost, make sure that you remotely lock and change your passwords.
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What's New in the Latest Version 3.87
Last updated on Sep 5, 2023
Old Versions
This update contains enhancements and performance improvements.
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Version History
3.87
Sep 5, 2023
This update contains enhancements and performance improvements.
3.85
Oct 20, 2021
When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements.
3.84
Sep 23, 2021
When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements.
3.82
Jun 15, 2021
When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements.
3.8
Jun 9, 2021
When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements.
3.6
May 8, 2021
QR Code Scanner Improvements; Extension of Biometric Authentication - New Log Options; Improved Performance;
3.5
May 6, 2021
QR Code Scanner Improvements; Extension of Biometric Authentication - New Login Options; Improved Performance Everything else should be the same The problem will be now to catch someone for an priority deployment
3.4
May 6, 2021
QR Code scanner improvement; Biometric authentication extended for new login options; Improved performance.
3.3
May 5, 2021
QR Code scanner improved; Biometric authentication extended for new login options; Improved performance; Fixed error that wont let user to open new issue
3.2
Feb 24, 2021
Fix Loading App issue
3.1
Feb 20, 2021
Bugfix: Biometric
1.0
Feb 19, 2021
Online Support FAQ
Click here to learn how to download Online Support in restricted country or region.
Check the following list to see the minimum requirements of Online Support.
iPhone
Requires iOS 14.0 or later.
iPad
Requires iPadOS 14.0 or later.
iPod touch
Requires iOS 14.0 or later.
Online Support supports English