TympaHealth Support

Please use the search bar to look for help.

Alternatively contact us at support@tympahealth.com, please remember to tell us as much information as possible so we can support you better.

Include the name of your organisation and whether your Tympa is iOS or Android.

Tympa Support

  • How Do I Connect To WiFi (Android)?

    If your system is Android based, follow these steps.

    Go to the Home screen in your phone. It should look like this:

    Tap on the “Managed Home Screen” icon – the one in the middle in the screenshot above. You will be presented with available networks in a page similar to the one shown below. If you have got the password for any of the networks shown in your screen, please select the correct network and enter the password. Please note that the networks shown in the screen below are for demonstration purposes only and the ones in your screen will be different:

    If the network is not listed, please tap on the three vertical dots at the top right-hand side of the screen above and select “Add Network”. You will have to enter the network name and authentication manually. Please ask your internal IT team for details.

  • How Do I Connect To WiFi (iOS)?

    If your system is iPhone based, follow these steps

    Go to the Home Screen of the phone and look for a the “Settings” app.

    Open “Settings”, and look for the entry called “Wi-Fi” and tap on it. You will be presented with available networks in a page similar to the one shown below. If you have got the password for any of the networks shown in your screen, please select the correct network and enter the password. Please note that the networks shown in the screen below are for demonstration purposes only and the ones in your screen will be different:

    If the network is not listed, please tap on the entry that says “Other”. You will have to enter the network name and authentication manually. Please ask your internal IT team for details.

  • How do I Login to the Tympa App?

    To access the mobile app you will need to create a password first. Currently this can be done in the Tympa Panel web app. Note that the Tympa Panel works best on certain browsers such as Chrome, Firefox or Safari. If you have forgotten your password, please follow the steps here.

    Open the Tympa app and if your username is listed, simply click on your card. You will require to enter your personal PIN. If you have forgotten the PIN, please follow the steps here.

    If your username is not listed, tap on the button called “Add user”, you will be prompted to enter your username and password.

     

     

  • How do I Simplify my Android Screen Outside Kiosk Mode?

    We are looking at making the experience with the Tympa to be closer to the use of an Android mobile phone to give you access to settings such as display brightness and flexibility to move to different WiFi networks. An update will be applied to your Tympa over the network. To make it easier for you to find the information you require, we recommend a quick rearrangement of the Home page.

    Put your finger gently in the middle of the screen and swipe down. This will show you a few of the apps that are available to you, including the Tympa Health app. The screen will look similar to the following one:

    Gently touch the Tympa Health app and maintain your finger on the icon until it starts bouncing. A few options will be presented to you. Please the option called “App to Home”, this will pin the app to the Home Screen as shown below:

    We can now clean the rest of the screen. We can do this in a similar fashion. Gently touch and the Google search bar and maintain your finger on the icon until it starts bouncing. Select the option that says “Remove from Home”:

    Do the same with the rest of the icons in the Home screen until the screen looks similar to the following one:

    You can now access the Tympa App in a faster way.

  • How to Exit Kiosk Mode (Android)

    Kiosk mode presents a simplified Home Screen making the layout of the Tympa System in Android sharp. Sometimes you may require to exit Kiosk mode to access settings on the phone that otherwise would be out of reach. The Kiosk mode Home Page looks similar to this:

    Tap in the “Managed Home Screen” (the orange icon in the middle in the screen above). You will be presented with available networks in a page similar to the one shown below:

    Tap on the Information icon that looks like like a letter “i” in a circle. That will show a screen with information about the device and at the bottom there is an entry that says “Exit Kiosk”. You will require a PIN to continue, please contact support at TympaHealth. 

    Once you enter the PIN provided by support you will see a screen that looks like a normal Android phone:

     

    To return to the simplified Kiosk mode, in the Home Screen and Swipe the screen with your finger from top to bottom to see some apps that are installed in the phone. It will look similar to this:

    Please tap on the icon for the “Managed Home Screen” and you will be taken back to the Kiosk mode.

  • I am not Receiving the Automated Email to Reset My Password

    Sometimes receiving the automated email to generate a new password may take some time. Depending on your setup, SPAM filters may deliver the email to your SPAM folder, please check there too.

    Please add the following address to your contacts to ensure delivery of the message donotreply@tympahealth.com.

    If you are still experiencing issues with this, please contact us at support@tympahealth.com where we can assist you directly.

  • I Cannot Change the WiFi Network (Android)

    If your Tympa System is Android based and it is in Kiosk mode sometimes it may not let you change to a different WiFi network, although the icon looks as if it is connected to the new one. Please follow these steps to solve this problem:

    1. Exit Kiosk mode by following the steps here.
    2. Swipe from top to bottom (or indeed bottom to top) to show all the apps
    3. Open Settings > Connections > Wi-Fi. Select your network to connect and add the Wi-Fi password
    4. Test your connection by navigating to a webpage using Chrome
  • I don’t have an Available WiFi Network, but I can Use a Personal Hotspot

    If your personal phone is an iPhone, follow these steps:

    1. Go to the home screen
    2. Go to Settings
    3. Select “Personal Hotspot”
    4. Turn on the switch that says “Allow Others to Join”
    5. Make a note of the Wi-Fi Password and the network name that are displayed on the screen.

    If your personal phone is an Android, follow these steps:

    1. Go to home screen
    2. Go to settings
    3. Open Connections, scroll and select “Mobile Hotspot and Tethering”
    4. Select “Mobile Hotspot”
    5. Select the menu button (looks like three vertical dots) and select “Configure Mobile Hotspot”
    6. Enter a password of at leat 8 characters and select Save
    7. Turn on “Mobile Hotspot”
  • I Forgot My App PIN to Access The Tympa App / My App is Locked

    When you access the Tympa App you are asked to enter your PIN. This is the 4-digit number that you created when first accessing the App in a specific Tympa Device.

    If you enter the wrong PIN 3 times, for security purposes the app requires you to authenticate with your username and password.

    Look for the “Use Password” button in the login page. The current views for iOS and Android are shown below:

  • I have a Registration Code, how can I register as a user?

    You will need a Registration Code to register as a user. Please note that the codes have an expiration, please talk to your administrator or representative for more information.

    You can register yourself as a user directly in the Tympa Panel web application. Click on the “Register” tab, you will see a page like this one:

    Fill in the information requested, please enter your organisation email address and use lowercase letters. You will be able to create a password in this form and you will see some suggestions to make your password as strong as possible. You can click on the eye icon to make sure you have typed the characters you had in mind.

    Finally, use the Registration Code you received in the last field. Once you are ready, click on the “Register” button. You will be redirected to the login screen where you can use your credentials:

    • Username – Your email address in lower case letters
    • Password – The one you created above

    If you already have a username, but have forgotten your password, please follow the instructions here.

  • I Need a New Password / I Forgot My Password

    Make sure you have access to a computer with a browser such as Chrome, Firefox or Safari and go the Tympa Panel. You will see a page like this one:

    Click on the “Forgot your password?” link, located below the “Sign in” button. You will then be shown a page where you need to enter your username which should be the email address registered with Tympa.

    • Enter your username. Make sure you type the entire email address, using lowercase letters.
    • Click on “Reset Password”
    • If your username exists you will receive an automated email from donotreply@tympahealth.com
      1. Make sure that you check your SPAM
      2. Also add the email address above to your contacts to ensure successful receipt of these messages.
    • The email will contain a link to reset your password. The link is only valid for 72 hours and expires after being used. Click on the link or copy and paste the entire link into your browser (Chrome, Firefox, Safari). You will see a screen like this:

    Your password must be at least 8 characters with each of the following:

    • lower case letter
    • capital letter
    • number
    • special character such as ! ? , ; < > [ ] ( ) % & *

    If your password is more than 12 characters then no capitals, numbers or special characters are required.

    Please avoid accented characters, spaces, tabs, characters from non-English scripts, emojis, etc.

    • Confirm your password and click “Save”
    • You will then be redirected to the login page where you can use your newly created password to sign in
  • My Tympa Screen Dims Very Quickly

    If your system is iPhone based, follow these steps.

    1. Open the Settings App
    2. Select Display & Brightness. Use the slider to change the brightness in the device.
    3. Select Auto-Lock. Please select the maximum value.

    If your system is Android based, follow these steps:

    1. Exit Kiosk mode. Follow the steps here.
    2. Open Settings > Display > Brightness. Use the slider to change the brightness in the device. By default, the system uses Adaptive Brightness to adjust to the lighting conditions in your surroundings.
    3. Open Settings > Display > Screen Time out. Please select the maximum value.
    4. Open Settings > Lock Screen > Secure Lock Settings > Enter PIN (This is the PIN to unlock the phone) > Lock Automatically. Please select the maximum value
    5. Open Settings > Lock Screen > Secure Lock Settings > Enter PIN (This is the PIN to unlock the phone). Turn off “Lock Instantly with Power key”

     

  • My Tympa System is beeping during an examination (Android)

    The Tympa System is able to receive voice commands to capture pictures or take videos. In the Android ecosystem, the device lets the user know that the system is ready to receive voice commands through a beep at regular intervals.

    These beeping sounds can be silenced by pressing the volume down button on your Tympa System. On the right hand side of the device there are two buttons, a long one and a short one. Press the lower part of the longer button until the beeping is silenced. 

    Some times it is necessary to silence the Media sounds. To do that follow these steps:

    1. Press the volume down button, a sound slider will appear at the top of the screen.
    2. Tap on the small arrow pointing down, this will display different Volume sliders
    3. Move the “Media” volume slider to the left.
  • My Tympa System Shows A Gray Rectangle And I Cannot Sign In (Android)

    If the Android phone in your Tympa System shows a grayed-out rectangle in the top right-hand, similar to the image below the issue is WiFi network related.

    In the image above you can see that although the phone seems to be connected to WiFi, the network is not enabling the data traffic. This is the case in many open networks that do not require password. Instead, providers may request that you provide login details or accept terms and conditions on a website (Captive Network).

    The best and more sustainable solution is to gain access to a trusted WiFi network with a password. Please ask your IT department or colleagues for information.

    Should you not have access to that, you can follow these steps to troubleshoot your system.

    Tap on the “Chrome” icon to access a browser. If Chrome is not available in the Home Page of your system, please exit Kiosk mode first – Follow the steps here.

    Navigate to a website of your preference or search for information (for example the weather). This may trigger the open network to request authentication or accept terms and conditions. If you are able to navigate to a website, the connection has now successfully be established.

    If the above does not work, please exist Kiosk mode (follow the steps here). Once you are out open the “Settings” app (second icon on the second row in the image below).

    1. Tap on “Connections”
    2. Toggle the “Wi-Fi” button off and turning on again
    3. Tap on “Wi-Fi” and check that your preferred network is enabled.

    Check again for traffic flow by opening a page in a browser. Once you are able to connect to the internet, open the Tympa app again.

     

     

  • The Tympa Panel is Blank

    When visiting the Tympa Panel, if your browser does show only a blank page, you may be using a browser that is currently not supported.

    Please try accessing the page above with a browser such as Chrome, Firefox or Safari.

    You should see a page like the one below, where you can use your username (email in lowercase letters) and password to access the Tympa Panel.

     

  • Updating Android App and Enabling Updates

    At Tympa we constantly look for ways to improve our product and your experience. We appreciate customer feedback and have listen to you to help us make the latest improvements to the Tympa app. Generally updates will be applied automatically, however some users may have the updates turned off. Please follow these steps to help with this issue:

    1. If your Tympa System is on Kiosk Mode, please follow these steps to exit.
    2. Open the “Play Store App”
    3. Tap the Menu, that is the icon that looks like three lines stacked on top of each other
    4. Select “My apps & games”, please note it could also say “My work apps” instead
    5. Select “Updates”
    6. Scroll to “TympaHealth” app
    7. Tap the “Update” button.

    Wait for the app to be installed. Now, let’s enable the future updates:

    1. Open the “Google Play Store” app
    2. Tap the “Menu”
    3. Select “Settings”
    4. Select “Auto-update apps”
    5. Choose “Over any network”
    6. Go back and tap the “Menu”
    7. Select “My apps & games”
    8. Select “Installed”
    9. Select “TympaHealth” app
    10. Tap the icon that looks like three vertical dots, located in the top right-hand side
    11. Please check that “Auto-update” is ticked
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