# Online Support > Lab instrument issue management and troubleshooting tool. (iPhone/iPad app by Roche SAS.) - Source: https://appshunter.io/ios/app/online-support/id1553098671 (this page in markdown: same URL + `.md`) - Developer: [Roche SAS](https://appshunter.io/developer/451131453) - Category: Business, Utilities - Price: Free - Rating: 5.00/5 from 1 App Store ratings - Age rating: 4+ - Requires: iOS 14.0 · 101 MB - Languages: English - Released: 2021-02-18 - Data updated: 2026-06-26 - Monetization: free - User reviews in markdown: https://appshunter.io/ios/app/online-support/id1553098671/reviews.md ## What is Online Support? The Online Support application is designed specifically for labs utilizing Roche Instruments and Analyzer. The application aims to support our customers in the lab in managing any type of issue or question related to their active install base. Users will have an end-to-end issue management tool that consists of a digital logbook for documentation, self-help troubleshooting guidelines, and an easy and quick way to escalate issues directly to their respective Roche Service organization. The application shall allow users the following: - scan QR code on the instrument/analyzer (if available locally) to identify the instrument by its serial number - receive troubleshooting guidelines if available based on the captured alarm code - find similar issues and their resolution based on the alarm code - add description of the issue and attach images - check status of the issue - search for information in known issues within integrated Digital Logbook - check the dashboard with overall status of the issues Not to be used by patients. Does not include Diabetes Care. All user accounts of Online Support are created, stored and managed through DiaLog Portal. After the registration, a key is stored and encrypted on your device, which is valid for one week. Further access to the app is only possible with your FaceId, TouchId or PIN. After one week of inactivity the registration key will be automatically removed. Please make sure that you do not send your PIN to third parties. It's your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone's security features and it could mean that the Online Support app will not work properly or at all. In case your device is stolen or irretrievably lost, make sure that you remotely lock and change your passwords. ## Key features - Instrument identification via QR code - Troubleshooting guidelines based on alarm codes - Search for similar issues and resolutions - Issue description and image attachment - Issue status tracking - Digital Logbook for known issues - Issue status dashboard ## Frequently asked questions about Online Support ### What is Online Support used for? Online Support is designed for labs using Roche Instruments and Analyzers. It helps manage issues, provides troubleshooting guidelines, and allows users to escalate problems to the Roche Service organization. ### Can patients use Online Support? No, Online Support is not intended for patient use and does not include Diabetes Care functionalities. It is exclusively for laboratory professionals managing specific instruments. ### How is my account managed in Online Support? All user accounts are created and managed through the DiaLog Portal. A registration key is stored on your device for one week, after which access requires Face ID, Touch ID, or a PIN. ### What security measures does Online Support have? Access to Online Support is secured by Face ID, Touch ID, or a PIN. Users are advised against jailbreaking or rooting their devices to maintain app functionality and security. ### How often is Online Support updated? The latest version available is 4.0.1, last updated on June 3, 2025. This indicates regular updates to maintain and improve the application's performance and features. ### What devices support Online Support? Online Support is available for iPhone, iPad, and iPod devices, making it accessible across various Apple mobile platforms for lab professionals. ### Does Online Support have ads? No, Online Support does not contain advertisements. As a free application, it focuses on providing essential support services without interruption from ads. ### What is the user rating for Online Support? Online Support has a perfect rating of 5.0 stars based on one review. This suggests a highly positive user experience among its current user base. ## Version history (last 5 releases) ### 4.0.1 — 2025-06-03 This update contains enhancements and performance improvements. ### 3.87 — 2023-09-05 This update contains enhancements and performance improvements. ### 3.85 — 2021-10-20 When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements. ### 3.84 — 2021-09-23 When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements. ### 3.82 — 2021-06-15 When you are looking for Roche Online Support, speed and stability matter. The Online Support app is now more reliable than ever. This update contains enhancements and performance improvements. ## Apps similar to Online Support | App | Rating | Price | Category | | --- | --- | --- | --- | | [eventsPlace](https://appshunter.io/ios/app/eventsplace/id1312794681) | 3.0 (1) | Free | Business | | [Global Health 2026](https://appshunter.io/ios/app/global-health-2026/id6468645689) | 4.8 (26) | Free | Business | | [ServiceMax Go](https://appshunter.io/ios/app/servicemax-go/id1331753646) | 1.3 (38) | Free | Business | | [ServiceMax Zinc](https://appshunter.io/ios/app/servicemax-zinc/id655258963) | 3.8 (30) | Free | Business | | [Saraf Mobile](https://appshunter.io/ios/app/saraf-mobile/id6443850339) | — | Free | Business | | [Mumaris+](https://appshunter.io/ios/app/mumaris-plus/id6456407628) | 2.2 (11) | Free | Business | ## More apps by Roche SAS - [Roche Events](https://appshunter.io/ios/app/roche-events/id971928326) - [myTrialConnect](https://appshunter.io/ios/app/mytrialconnect/id1181202390) - [Calculadora de dosis - Roche](https://appshunter.io/ios/app/calculadora-de-dosis-roche/id1191628144) - [Mobile Verification Roche](https://appshunter.io/ios/app/mobile-verification-roche/id1248444488) - [imCORE Network](https://appshunter.io/ios/app/imcore-network/id1289611389) - [Roche Global Meetings](https://appshunter.io/ios/app/roche-global-meetings/id1303759188) All apps by Roche SAS: https://appshunter.io/developer/451131453 --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-06-26.*