You might sometimes encounter issues or errors when attempting to submit information, especially photos, to us via Clear Connection. This typically happens during processes like check-ins or the Health Questionnaire. Two frequently reported error messages are "Network Error" and "Request failed with status code 400". Such errors can arise due to reasons like switching networks, intermittent internet disruptions, or incompatible image formats. Here are some steps to troubleshoot and resolve these issues:

1. Image Compatibility: One of the leading causes, particularly for Apple device users, is the image format. Ensure that:

• Your photo is in JPG, JPEG, or PNG format.
• The image size doesn't exceed 16 MB.
• Apple devices often save photos in the "high efficiency" (HEIF/HEIC) format. To switch to a format compatible with Clear Connection:
  • Navigate to 'Settings' on your iPhone.
  • Choose 'Camera'.
  • Select 'Formats' and switch from "High Efficiency" to "Most Compatible".
  • If your photos are already on your Mac, then you can convert them using the following steps:
    1. Use the Preview app to open the HEIC image.
    2. From the top menu, select File and then Export.
    3. You will see a Format drop-down menu. Use it to select JPG as the format.
    4. Give your new JPG photo a name and choose where you want to save it.
    5. Click Save, and you're done.

2. Clear Cache and Re-login: Log out of the Clear Connection portal, clear your browser's cache, then log back in and attempt to submit the check-in or HQ once more.

3. Try a Different Browser: If the issue persists, consider logging out from the Clear Connection portal and using a different browser.

4. Switch Devices: As a last resort, try submitting the information from another device, be it a different computer or smartphone.

5. Ask the client to try on a different network: This can be caused by a not stable internet connection, to solve this, the user needs to use another internet connection (if they are using internet from home, maybe try using cell phone internet data instead) or restarting their home modems following the steps below:

• Turn OFF the ISP modem/router for a few minutes and then turn it ON again.
• When the internet is back have the client clear the browser cache and log in again.
• The client should now be able to continue the HQ and uploading the photos.