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Troubleshooting

Most prescription-widget issues come from one of four sources: loading, auth, catalogue setup, or market-specific compliance. This page walks the common symptoms.

Widget never appears​

Same three checks as the pre-auth widget:

  1. Loader script blocked? Check Network tab.
  2. Did you await window.osiguReady before calling .mount?
  3. Correct container selector?
  4. Container has non-zero height?

See Pre-auth widget troubleshooting for the details — identical guidance.

Medication doesn't appear in the picker​

Symptom: the doctor searches for a medication they know exists but it doesn't show up.

The picker is filtered by your provider's registered products. If the code isn't registered, it won't appear.

Fix:

  1. Check the global catalogue for the code: GET /medical-catalogs/v1/medications?query=<name>.
  2. If it's there but not in your provider list, register it.
  3. If it's not in the global catalogue at all, email support@osigu.com — Osigu's catalogue team can add it.

Patient-data-consent error (v1.1 / v2)​

onError with code: '071-302'. The consent prompt was skipped or the doctor clicked "no".

The widget requires an explicit "yes" from the doctor for v1.1 / v2 issuance. The prompt cannot be pre-checked or hidden — it's a compliance requirement in the market. If the doctor's workflow always includes patient consent, they still have to confirm inside the widget.

v2 signed-hash mismatch​

onError with code: '071-303'. Spain-only.

The Spanish national e-prescription repository rejected the signed-hash payload the widget generated. Typical causes:

  • Provider not certified in the repository (missing national_repository_id in Osigu's provider config).
  • Certificate expired.
  • System clock skew — the timestamp in the hash is more than 5 minutes off from repository time.

If any of these apply, the fix is on Osigu's side or the provider's ops side — email support@osigu.com with your trackingId.

Email delivery failed​

onComplete fires with delivery: { channel: 'EMAIL', delivered: false }.

The prescription was issued (the code exists in Osigu's database), but the notification email couldn't be sent. Reasons:

  • Patient's email on file is invalid / bouncing.
  • Osigu's email service is temporarily degraded.
  • The doctor selected EMAIL but the patient has no email on file.

Fix: re-send via resendPrescription once the underlying reason is fixed.

The prescription itself is valid regardless of delivery — the pharmacy can still dispense from the code.

Diagnosis picker returns no results​

Symptom: doctor types a diagnosis name (e.g. "cefalea") and gets zero results.

Two likely causes:

  1. Locale mismatch. The catalogue is searched in the widget's active locale. If the widget is in en but the doctor typed Spanish, matches won't return. Set the locale correctly.
  2. Code not in Osigu's catalogue. The ICD-10 catalogue Osigu ships is curated to what's used in the markets we support. Uncommon codes may be missing — email support@osigu.com.

WIDGET-TOKEN error​

Same as the pre-auth widget: your getToken returned invalid data or the token doesn't have ehr:write in its scope.

WIDGET-NETWORK error​

Same as the pre-auth widget: three retries failed. Check the network tab.

403 Forbidden on createPrescription​

Two flavours:

  • Your provider isn't enabled for prescriptions. Check with Osigu onboarding.
  • Your token doesn't carry ehr:write. Verify in the scope field of the /oauth/token response.

422 on the version endpoint​

If Osigu's version-selection logic sends the widget to v2 but the payload doesn't include the required Spain fields, you'll get a 422. This is an Osigu-side configuration issue — email support with the trackingId.

Widget style breaks on your dark theme​

The widget respects data-theme='dark'. If your app uses a different attribute (class='dark', [data-mode='night']), your CSS overrides won't scope correctly. Either:

  • Add data-theme='dark' to the host element when your app is in dark mode, or
  • Pass theme: 'dark' in the widget config directly.

Getting help​

Include with every support email:

  • Your trackingId.
  • The prescription_id (if one was issued before the failure).
  • The timestamp.
  • The environment.
  • The doctor's provider slug (helps Osigu narrow down configuration).
  • Screenshot of the widget state.

Email support@osigu.com.