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Printing & PDF FAQ

Use this page when invoices, prescriptions or clinical documents do not print correctly, PDF download is not ready, or a QR/share link asks for verification.

Who can do this: clinical users with document access; users with clinical.document.share for share links; billing users for bill print. Where: Print, PDF & share (/app/clinical-documents/:id/print), prescription print, and bill print.

My print margins or size look wrong​

  1. Open the document print page.
  2. Click Print or the browser Print action.
  3. Select paper A4 or A5 to match the brand profile.
  4. Turn browser Headers and footers off.
  5. Set browser margins to Default or None according to your letterhead.
  6. Disable browser scaling unless the preview is clipped.
  7. Print one test page before printing a full set.

For bill print, the page uses A4 portrait print CSS. For clinical documents, the brand profile controls margins in mm.

How do brand profiles affect print?​

Brand profiles set paper size, theme, margins, header layout, footer, QR code and pre-printed-paper spacing. A branch profile wins over the default profile. If no profile exists, clinic details from System Settings are used.

  1. Open Letterhead & branding.
  2. Click New profile or Edit.
  3. Choose Paper size: A4, A5 or LETTER.
  4. Set Margins (mm).
  5. For printed clinic letterhead, tick Pre-printed letterhead paper (leave header and footer blank).
  6. Set Header space (mm) and Footer space (mm).
  7. Tick or untick Print the verification QR code.
  8. Click Save.

Why is Download PDF disabled?​

PDF is available for signed/final clinical documents only. Drafts can be printed but show draft behaviour and are not downloadable as final PDFs.

  1. Open the clinical document.
  2. Finish required fields.
  3. Sign the document.
  4. Open Print, PDF & share.
  5. Wait for Download PDF to become enabled.

If the toolbar says PDF is available for signed documents only., the document is not final yet.

What does PDF_NOT_READY mean?​

The current signed version's PDF has status PENDING or FAILED, or a PDF for an older content hash exists. The UI shows PDF is being prepared? or PDF could not be generated ? use Print instead.

  1. Use Print if the patient needs the paper copy now.
  2. Wait a few minutes; the page polls PDF status for up to 5 minutes.
  3. Click Download PDF again.
  4. If it repeats, report the document number and time.

The page says PDF could not be generated ? use Print instead​

The PDF renderer failed. Browser print is the fallback.

  1. Click Print.
  2. If the browser blocks the window, allow pop-ups for the site.
  3. Try Download PDF later.
  4. If it repeats for the same document, contact support.

The popup message can be Your browser blocked the print window. Allow pop-ups for this site and try again.

How do QR verification codes work?​

Signed documents print a QR verification code when enabled. The public page is /verify/:token.

  1. Scan the QR code.
  2. Confirm Document number, Document, Issued by, Signed on, Status and Content fingerprint.
  3. If the page says the code is invalid or expired, ask the clinic for a fresh copy.

The verification page never shows clinical content or patient details.

Why does a shared document ask for OTP?​

Restricted documents, restricted patients or links created with Require a one-time code sent to the patient's mobile need OTP. The OTP goes to the patient's mobile.

  1. In Share document, tick or untick Require a one-time code sent to the patient's mobile as policy requires.
  2. Click Create link.
  3. Send the link with Send on WhatsApp or Copy link.
  4. Ask the patient to enter the latest OTP.

Too many failed attempts return TOO_MANY_ATTEMPTS; wrong or expired code returns INVALID_OTP; missing proof can return OTP_REQUIRED with Please verify with the code sent to the patient's mobile.

The share dialog is available only when the status says the document is shareable.

  1. Check the document is signed.
  2. Click Share.
  3. Choose Link valid for 1, 3, 7, 14 or 30 days.
  4. If the patient has no mobile and OTP is required, add the mobile number first.

Known errors include DOCUMENT_NOT_SHAREABLE, PATIENT_PHONE_MISSING, SHARE_UNAVAILABLE and FORBIDDEN.

Why can I not print a bill before payment?​

The bill print page blocks print until payment is confirmed.

  1. Open Bill Preview & Print.
  2. If you see Payment not confirmed yet, review the Due amount.
  3. Click Confirm Payment.
  4. Enter Payment Amount, Payment Method and Transaction ID if required.
  5. Click Confirm Payment.
  6. After the green banner says Payment confirmed ? you can now print this bill, click Print Bill.

How do Hindi fonts and print language work?​

Clinical document print has Print language with English and ??????. Prescription print also renders bilingual directions from the prescription data.

  1. Open Print, PDF & share.
  2. Choose Print language.
  3. Pick English or ??????.
  4. Check the preview before printing.
  5. If Hindi characters look broken, try another browser or print to PDF from Chrome/Edge.

Still stuck?​

Open Help & Support (/app/support) and send the document number or bill number, the print/PDF action you clicked, the time, browser name, and a screenshot with patient details hidden. Never send prescriptions, diagnoses or patient identifiers in chat.