If Kio Nurse Assistant shows a Hand Hygiene Account Error or zeros everywhere, the cause is usually a missing link between your account and your staff profile — not a problem with your badge.
Before you troubleshoot
Check these first:
- Close the app completely (swipe it away), then open it again to load your latest numbers.
- Confirm you have been wearing your Smart Badge on recent shifts.
- Confirm you are signed in with your work account.
"Hand Hygiene Account Error"
The title is followed by a technical message.
Cause: The app knows who you are as a platform user, but it can't match you to a complete staff profile. This happens when your user profile has no Unique Ext. ID, the Unique Ext. ID doesn't match a Staff ID, or the staff profile's Assigned Home Location has no department or campus. If Hand Hygiene User is the only role you hold, the app signs you back out after showing the message. If you hold both roles, the message appears on the mode chooser.
This is the most common cause, and it is a setup problem rather than a data problem, which is why it is worth checking first.
Resolution: Ask your Kio administrator to set a Unique Ext. ID on your user profile that matches your Staff ID in Hand Hygiene, and to check that your staff profile's Assigned Home Location has a department and campus. See Link staff profiles to user accounts. Once it is set, sign in again. If you are still signed in, sign out first.
Everything reads zero
Cause: Your account is linked, but your badge has recorded no activity in the current season. A badge that was not worn, or that has stopped reporting, produces no opportunities and therefore no compliance. If you have never had a hand hygiene opportunity, every figure reads zero rather than showing an error.
Some zeros are expected. Today's score reads 0 until you have activity today. The Day Streak counts completed days only, so today is added the following day. Good Days starts again from zero on the first of each month.
Resolution:
- Wear your badge for a full shift, positioned on the front of your scrubs or lanyard where nothing covers it.
- Check again the following day.
- If it still reads zero, ask your administrator to confirm your badge is assigned to your staff profile and still reporting. A damaged or lost badge needs replacing.
"New season has not started yet, come back soon"
Cause: The Race tab shows this between seasons, when no season is active. Your other tabs are unaffected.
Resolution: None needed. The standings appear when the next season starts. If you expected a season to be active, contact your Kio administrator.
Your rank or department looks wrong
Cause: Your rank is calculated within the department on your staff profile, not the unit you happen to be working on today.
Resolution: Ask your administrator to check the department on your staff profile in Hand Hygiene.
There is no Hand Hygiene mode on your phone at all
Cause: You are using the Android app, which finds equipment only and has no Hand Hygiene screens. Alternatively, your account holds the Asset Tracking User role but not Hand Hygiene User.
Resolution: Use an iPhone. If you are already on an iPhone, ask your administrator to assign the Hand Hygiene User role in the Kio Nurse (Mobile) section of the Users app, then sign out and back in.
Still not resolved
Contact your Kio administrator with the email address you signed in with, your Staff ID, and which tabs you can see. Those together distinguish a missing role from a missing staff link from a badge that has stopped reporting.