Overview
If the a Patient Intake on an iPad closes or exits when taking a photo, but continues to work when uploading a file, the issue is most often related to device settings, browser permissions, or iOS restrictions, rather than the intake workflow itself. It is worth noting that recent iOS or browser updates can modify device behavior or reset permissions without obvious prompts. The checklists below are intended to help resolve common iPad camera issues during intake or to validate where the issue is occurring before opening a support request. You will also find a list of required question/answers to provide for a support case, as well as, suggestions for workarounds.
Support Clarification
OfficeEMR Responsibility
Availability and behavior of the Patient Intake URL including form flow, navigation, upload functionality including browser-based camera access when permitted by the device via iPad settings.
Practice Responsibility
OfficeEMR does not manage or configure iPad devices for practices. All iPad setup and security to control device(s) is the responsibility of the practice.
Troubleshooting Checklist
Complete the steps below and record the results before opening a support case.
1️⃣ Confirm the Issue Is Camera-Only (Including Photo Upload Test)
Assumptions and iPad Camera Testing Prep Steps:
Your intake use the live camera to acquire a Patient Image (headshot/card) but that process fails and your intake session crashes
You know how to take a photo and save that image outside of the Intake/browser (will be used to test the camera). If you don't know how to do this we have steps below to assist you with saving an image on your iPad for testing.
If a photo is not already available on the device:
Create a photo to upload
Exit the intake
Open the Camera app on the iPad
Take a photo
Confirm the photo appears in the Photos app
Return to the intake
Select Upload from file and choose the saved photo
Testing your iPad Camera:
With an image saved on your iPad for testing, do the following:
Open the intake on the iPad using the assigned code
Proceed to the Headshot step
Select Upload from file
This validates whether image upload works and confirms whether the issue is isolated to live camera access within the intake rather than the intake workflow itself.
2️⃣ Check your iPad Guided Access Setup
Go to: Settings > Accessibility > Guided Access
Note whether Guided Access is ON or OFF
If ON, temporarily disable it and retest the intake camera
Guided Access can restrict system features such as the camera, particularly after iOS updates.
3️⃣ Check If your iPad Is Managed by IT
Go to: Settings > General > VPN & Device Management
Note whether any profiles or organization names are listed
If profiles are present, the device is managed by IT or running in kiosk mode
Managed or kiosk configurations may restrict browser-based camera access.
4️⃣ Check Safari Camera Settings
Go to: Settings > Safari > Camera
Set to Allow
If already set to Allow, change to Ask, wait a few seconds, then change back to Allow
The intake runs in a browser; camera access is controlled by Safari, not by an app permission.
5️⃣ Test the iPad Camera
Open the Camera app
Take a photo
If the Camera app does not work, the issue is device- or iOS-level rather than intake-related.
6️⃣ Confirm iOS Version
Go to: Settings > General > About
Record the iOS version
Confirm whether all intake iPads are on the same version
Recent iOS updates may affect camera behavior or permission enforcement.
Determining Intake Issue Responsibility
Using the findings from the six troubleshooting steps, you can determine if a an intake-related issue requiring a support case with iSalus would be appropriate or if this is a device issue that requires your practice IT to resolve:
Strong Indicators of an Intake Issue If All Green Checkmarks are True
✅ Safari camera permission is set to Allow and the iPad camera works on the device outside of our intake process
✅ The device is not restricted by Guided Access or MDM (or the issue persists outside of those modes)
✅ The issue occurs consistently when the intake attempts to invoke the camera
✅ The issue occurs on multiple devices with the same setup
❗ AND ideally other practices report the same behavior (not required but strengthens notion that it is an Intake issue)
Strong Indicators the issue is not intake-related if:
❌ The native Camera app fails outside of our Intake process
❌ Camera permissions are blocked or restricted
❌ The device is locked in kiosk / MDM mode
❌ The issue resolves when running outside restrictions
❌ File upload testing works consistently
❌ Only a single practice or device is affected
If a Support Case Is Opened
Include the following information in the support request to assist with determining whether an intake-level issue exists:
Required Question/Answers
Number of iPads used for intake
Whether the issue affects all devices or only some
iOS version (and whether it is the same on all devices)
Guided Access status (ON or OFF)
VPN & Device Management status (profiles listed or none)
Safari Camera setting (Allow / Ask)
Native Camera app result (Works / Does not work)
Approximate date and time of the most recent crash
Important: Include your Troubleshooting Step resultsStep 1 - Upload from file and choose the saved photo - Success or No Success?
Step 2 - Guided Access is ON or OFF?
Step 3 - VPN & Device Management Note whether any profiles or organization names are listed or advise NONE.
Step 4 - Confirm Camera Settings set to Allow? Confirm you toggled to Ask then back to Allow without success?
Step 5 - Confirm that camera app works outside of the intake and you can successfully save an image on your iPad?
Step 6 - What is your iOS version (list for each device or indicate same if same as previous recorded device)
Workarounds
Send Intake Link to Patient’s Mobile Device (most ideal)
As an alternative, the intake may be sent to the patient to complete on their personal mobile device, which typically avoids kiosk or iPad restrictions.
Instructions for sending the intake link via text are available here:
https://officeemr.knowledgeowl.com/help/send-an-intake-link-to-a-patient-via-intake-assignment
Upload Photo from Device
If live camera access fails, intake may continue by:
Taking a photo using the Camera app
Uploading the saved photo using Upload from file
