Imprivata ID Troubleshooting

Imprivata ID Troubleshooting

If you’re having trouble with the Imprivata ID app, start here. Check the ‘Time-Sensitive Issues’ section first for any current outages or fixes in progress.

Time-Sensitive Issues

(Last update: October 29, 2025)

 

Imprivata ID Push Notification Issue Resolved – Fix Now Available.

Update: Imprivata ID 2025.3.1 for iOS is now available on the App Store and includes fixes for the issue in version 2025.3 that caused push notifications to stop working for a small subset of users.2025.3.1 will be rolled out in a phased release to users who receive automatic app updates. To update manually, go to the App Store and update Imprivata ID to 2025.3.1.

After updating, we ask users to check that the Fast Access feature is enabled in the Features menu. This helps ensure users will continue to receive push notifications.

For Android users, we have restarted the rollout of 2025.3. If you encounter any issues, please reach out to your IT team.

Common Issues


I can't log in or sign orders

There are several situations where Imprivata ID will stop working for you:

  • You replaced your device – Whenever you replace your mobile device, you must re-enroll Imprivata ID before you can use it again.
  • You deleted and re-installed the app – If you delete, then re-install Imprivata ID on the same mobile device, you must re-enroll the app before you can use it again.
  • The app was deleted automatically – Some mobile devices include a feature that automatically deletes apps that it thinks you're not using. If this happens, you must re-install Imprivata ID and re-enroll the app before you can use it again.

To re-enroll Imprivata ID– go to the Enrollment Utility available on your workstation desktop. Click the Imprivata ID icon and select Enroll Authentication Methods.

I'm not receiving notifications

  • The Fast Access feature must be enabled. In the Imprivata ID app, click Features, then confirm Fast Access is enabled.
  • Your mobile device includes tools to stop the delivery of notifications from apps. Review these settings to confirm that Imprivata ID has permission to display notifications.
  • Your Android device may include a tool that restricts notifications and services for apps that it thinks you're not using. Review these settings to exclude Imprivata ID from these restrictions.

Bluetooth notifications on my Android device

Newer versions of the Android operating system require a persistent onscreen notification when an app uses Bluetooth.

Imprivata ID uses Bluetooth Low Energy services to enable Simplified E-Prescribing. You can turn off Simplified E-Prescribing: in the Imprivata ID app, click Features, then turn off Simplified E-Prescribing.

NOTE: Imprivata ID has no measurable impact on the most popular consumer devices. You will experience less than 3% overall battery use from the Imprivata ID app. If your device system settings show higher power usage, please contact your help desk.

Imprivata ID is using too much data

Imprivata ID uses less than 1 kilobyte of data per transaction. By comparison, streaming a song to your device uses thousands of kilobytes. If your device system settings show high data use, please contact your help desk.

Still need help?

If so, please contact your organization’s help desk.