Symptom/Error
Users may experience the following issues:
PAA forms fail to load completely in the patient portal
Digital signature buttons are missing from PAA email links sent to patients
Patients cannot complete or sign PAA forms through the portal or email
Cause
This issue is typically caused by configuration problems with:
Digital signature field setup in the PAA form
Patient portal access permissions
Missing or incorrectly configured client signature settings
Solution
Follow these steps to diagnose and resolve PAA digital signature and portal issues:
Step 1: Verify Digital Signature Field Configuration
Navigate to Settings → CRM Settings → Module Management → Module Layouts & Fields
Select the Pre-Assessment module from the dropdown
Look for the Digital Signature Tab in the form layout
Click on the Digital Signature field to edit its properties
Ensure the "Client Signature" checkbox is enabled
Verify that the signature field is set to be visible to clients
Click Save to apply changes
Step 2: Check Patient Portal Access Configuration
Navigate to Organizations or Accounts in your Dazos CRM
Locate and click on the specific customer organization (e.g., Client Account, or Organization company)
Click on the Details tab
Find the Account Portal Details section
Verify that Portal User is set to "Yes"
Confirm the Primary Email address is correct
If needed, use the three-dot menu to "Resend portal password"
Step 3: Test Portal Access
Use the three-dot menu in the organization record
Click "Go To Customer Portal" to test direct access
Verify that PAA forms are visible and accessible
Test the digital signature functionality within the portal
Step 4: Verify Email Link Configuration
Create a test PAA email to verify the digital signature button appears
Check that the email template includes the proper signature field references
Ensure the PAA form is configured to display signature fields in email view
Verification/Expected Result
PAA forms load successfully in the patient portal
Digital signature buttons appear in PAA email links
Patients can complete and digitally sign PAA forms
Signed PAA forms are properly saved and accessible in the CRM
Escalation
If the issue persists after following these steps:
Document the specific customer name and test record details
Submit a support ticket with screenshots of the configuration settings
Include information about any error messages or console errors
Contact technical support at [email protected]