Support
How can we help?
Most answers are in the guides and install help below. If you're still stuck, you can reach us directly.
Download and install
System requirements and step-by-step installs for Mac and Windows.
User guide
For athletic trainers: setting up, a typical day, backups and sharing.
Administrator guide
For IT staff: silent installs, where files are kept, backups, restoring and permissions.
Security and privacy
How records are protected, plus the technical overview for IT reviews.
Release notes
What's in Lulu EMR 1.0.0, and what changes in each update.
Contact us
Questions, problems, quotes or pilots. We answer within two business days.
Troubleshooting
Common questions.
The sidebar says “Waiting for OneDrive folder.”
That means OneDrive is starting up or offline. Lulu EMR keeps trying on its own, and nothing is lost. If it's still there after a day, check the folder in Settings → OneDrive Backup.
Lulu EMR says it didn't close normally.
Lulu EMR saves after every change, so nothing was lost. If anything looks off, Settings → Backups & restore lists every backup.
We're moving to a new computer.
Install Lulu EMR on the new computer, then bring your records over from an encrypted export or your OneDrive backup. The administrator guide walks you through it. The new computer needs its own key; if all of yours are in use, contact us and we’ll move one over.
I've lost the recovery passphrase.
We can't recover it, because we never have your passphrases or keys. If the computer still unlocks, you can set a new one in Settings. If it doesn't, restore from an encrypted export or a OneDrive backup.
Is there an iPhone app?
It's coming soon. When it's ready, you'll pair it with the Mac app under Settings → Phone Sync. Pairing with the Windows app isn't available in this version.
Something isn't working.
Go to Settings → About → Diagnostics… and save the file. It doesn’t contain names or anything from your records. Then contact us, and attach the file when we reply. Please don’t send athlete information.