Troubleshooting Hero Sidekick
If you're experiencing issues with Hero Sidekick, follow the troubleshooting steps below to resolve common problems. If you need further assistance, please reach out to our support team.
1. Installation issues
Problem: Sidekick won’t install or the installer fails.
Solution:
Ensure you have the necessary permissions to install software on your computer.
Restart your computer and try installing again.
Disable any antivirus software temporarily, as it may block installation.
If the issue persists, download the installer again from [Download Link].
2. Sidekick won’t open
Problem: Clicking on the application does nothing.
Solution:
Check if Sidekick is running in the background (look in your taskbar or Task Manager).
Restart your computer and try again.
Ensure your firewall or security software isn’t blocking Sidekick.
Reinstall Sidekick using the latest version.
3. Can’t sign in to Hero Sidekick
Problem: Login fails or keeps redirecting.
Solution:
Ensure you are using the correct Hero Health credentials.
Check your internet connection.
If you’ve changed your password recently, try logging in through the Hero website first.
Clear cache and cookies from your browser.
Restart Sidekick and try again.
4. Patient data not loading
Problem: Sidekick isn’t pulling patient details from EMIS/SystmOne.
Solution:
Look out for the "No patient selected" screen, which appears when no patient is in context. If you switch patients, Sidekick will show a warning, allowing you to continue with the previous patient or switch to the new one.
Ensure you have a patient selected in EMIS/SystmOne.
Restart Sidekick and EMIS/SystmOne.
Check if your session has timed out and log in again.
If the issue persists, verify that Sidekick has the necessary permissions in your EHR settings.
If you have access to multiple practices via multi-tenant login, ensure you are logged into the correct practice.
5. Sidekick not sending messages
Problem: Messages are failing or not appearing in patient records.
Solution:
Confirm your internet connection is stable.
Check if the message has been queued in Hero's sent message log.
Ensure you have the correct permissions to send messages in Hero settings.
Restart Sidekick and try again.
6. Firewall/Network Issues
Problem: Sidekick isn’t connecting to Hero Health services.
Solution:
In most cases, no extra setup is needed. However, some practices with locked-down environments may need to allow access to Hero’s services.
Default setup (should work for most):
Allow outbound HTTPS traffic (port 443)
Ensure access to subdomains of:
*.herohealth.net
If outbound access is restricted (proxy build required):
We can provide a proxy-enabled build that routes traffic via fixed IP addresses.
If using this build, please ask your IT team to allow outbound traffic to:
Domain: https-proxy.htech.app
Port: 3128
IPs: 18.134.239.64 18.135.140.15
Let us know if you need this version — we’ll help get it set up.
7. Sidekick crashing or freezing
Problem: Sidekick becomes unresponsive.
Solution:
Close Sidekick completely and restart it.
Check for updates and install the latest version by clicking on the icon with your initials in the top right and selecting "Check for updates."
Restart your computer.
If the issue continues, uninstall and reinstall Sidekick.
8. SystmOne-specific issues
Problem: SystmOne crashes or becomes unresponsive, causing Sidekick to disconnect.
Solution:
If SystmOne crashes, Sidekick may not re-establish the connection automatically. Restart both SystmOne and Sidekick.
If patient data doesn’t load correctly, try logging out and back into Sidekick.
Ensure the correct practice is selected if using multi-tenant login.
Look out for the "No patient selected" screen, which appears when no patient is in context. If you switch patients, Sidekick will show a warning, allowing you to continue with the previous patient or switch to the new one.
9. Still need help?
If none of the above steps resolve your issue, please reach out to our support team with the following details:
A brief description of the issue.
Any error messages you’re seeing.
Steps you’ve already tried.
A screenshot (if applicable).
📧 Contact Support: [email protected]
We’re here to help!