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FAQ & Support

Frequently asked questions

Everything from how SmartCarts work and what's included, to security and HIPAA, quick device troubleshooting, and how to reach support.

About SmartCarts

What is a telemedicine cart?▾
A medical-grade mobile unit that bundles a computer or tablet, diagnostic devices, connectivity, and the GALE clinical platform. A nurse rolls it to the patient; a remote physician sees, hears, and examines them in real time.
What's included with a SmartCart?▾
Every SmartCart ships with a medical-grade cart and installed system, a core diagnostic device kit, charging accessories, GALE software (monthly subscription), technical support, a one-year hardware warranty, and full customization to your facility.
What's the difference between the WiFi + Ethernet Cart and the WiFi + 5G Cart?▾
The WiFi + Ethernet Cart uses a 21.5″ all-in-one over Wi-Fi or wired Ethernet; the WiFi + 5G Cart uses a portable 12.3″ tablet with built-in 5G you can carry anywhere. Both run GALE and are fully customizable.
Is patient data secure and HIPAA-compliant?▾
Yes. No patient data lives on the cart; it wipes 15 minutes after the call ends. Sessions are HIPAA-compliant through GALE, and the platform is SOC 2 audited (a third-party security audit).
What warranty and support come with a SmartCart?▾
Every cart carries a one-year hardware warranty; if a unit is damaged we overnight a replacement. You also get in-app support through the GALE dashboard and a dedicated support line at 877-842-2787.
What add-on devices can I add?▾
Beyond the core kit: a 12-lead ECG, handheld ultrasound, spirometer, glucometer and multi-parameter blood analyzer, A1C and lipid-panel testing, and exam or dental cameras. Discounts start at quantities of five or more.
Who uses SmartCarts?▾
Rural clinics, long-term care facilities, schools, correctional facilities, and remote worksites like oil rigs, logging operations, ships, and aircraft.
What software do SmartCarts run?▾
GALE, provided by our partner 19Labs. It handles connectivity and clinical notation and connects you to your existing clinicians via voice, Zoom, H.323, or partner telehealth integrations.

Getting started & troubleshooting

Quick fixes for the most common questions from staff.

How do I connect my Smart Cart to Wi-Fi?▾
Open Settings on the cart's device, select your facility network, and enter the password. If the network isn't listed, confirm the cart is in range and the network is broadcasting. The WiFi + 5G Cart doesn't need Wi-Fi. Still stuck? Call 877-842-2787.
My tablet has a black screen▾
Hold the power button for 10 seconds to restart. Confirm the cart is plugged in and charged; a fully depleted battery can take a few minutes before the screen responds. If it stays black, contact support.
Trouble connecting to measurement devices▾
Make sure each device is powered on and paired, and that cables are firmly seated. Restart the GALE app, then the device. Persistent issues are usually a pairing reset — our team can walk you through it.
Physician can't hear the stethoscope▾
Check that the stethoscope is connected and selected as the audio source in GALE, and that volume is up on the physician's end. Re-seat the connection and retry the auscultation.
Video call quality is choppy▾
Video quality follows your connection. Move closer to the access point or reposition the WiFi + 5G Cart for a stronger signal, and close other bandwidth-heavy apps. GALE automatically adjusts quality to keep the call connected.
Still having issues — how do I reach support?▾
Use in-app support through the GALE dashboard, or call our dedicated line at 877-842-2787. We help with setup, connectivity, and day-to-day troubleshooting.

Still have questions?

Book a demo or call our team — we're happy to help.

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