Frequently Asked Questions

The frequently asked questions (FAQs) display categories for frequently asked questions and provide additional information about managing your account, using ZoetisDx, and policies and data security.

Managing your account

How do I create a ZoetisDx account for my clinic?

See registering your clinic.

How do I provide access to a ZoetisDx clinic account to other users?

See adding users.

I'm not a clinic administrator. How do I get a ZoetisDx account?

New users must be invited by a clinic administrator. Once you have an invitation email from your clinic adminstrator, see setting a password using an email invitation.

What is Zoetis single sign-on?

Customer satisfaction is a priority at Zoetis, which is why Zoetis applications use single sign-on (SSO) authentication to enable our customers to use our full suite of applications with just one set of credentials.

This means your ZoetisDx username and password can also be used to access any other Zoetis application using Zoetis single sign-on, provided you have been granted access to those applications from an authorized administrator at your practice. This way authentication is secure, and ease of access is guaranteed.

Note: If you change your password or update your profile in ZoetisDx, the changes will be reflected in all other Zoetis applications you access.

How do I edit my Zoetis account information?

See editing your personal information and settings.

How do I change my password?

See changing your password to change it from inside ZoetisDx or resetting a forgotten password if you have forgotten your password.

What is ZoetisDx Doctor ID Management?

ZoetisDx can help veterinarians provide personalized care to their patients by providing tools to aid in focusing on their patients' needs. Using ZoetisDx, veterinarians can link their In Clinic and/or Zoetis Reference Laboratories (ZRL) ID to their ZoetisDx account and further personalize the result notifications they receive. Linking your Doctor ID will enable you to restrict all result notifications and communication from ZoetisDx to the patients whose tests you ordered.

To link a Doctor ID to your account, see adding or changing your Zoetis Reference Laboratories (ZRL) or In Clinic provider ID.

How do I manage my notification settings?

See changing your language, time, date, and notification preferences.

Using ZoetisDx

How do I view diagnostic results for my clinic's patients in ZoetisDx?

ZoetisDx can provide users with a holistic view of patients and their diagnostic history. Patient diagnostic results can be linked from Vetscan FUSE or Hub, or a Zoetis Reference Laboratories (ZRL) account. Linking to these sources will allow all users at your clinic see patient results from your clinic's FUSE, Hub, and/or Reference Lab account.

See managing FUSE and Hub devices and adding a Zoetis Reference Laboratories (ZRL) account.

Why do I keep receiving an error message when trying to pair my VETSCAN FUSE?

You may be receiving an error due to an outdated version or incorrect date or time settings. To resolve the error:

Update to the latest FUSE version.
1. Choose Settings.
2. Choose Update in the System section.
3. Choose Start Update.
4. Tap OK.
Update your FUSE date and time settings so they are correct and correspond with your time zone.
1. Choose Settings.
2. Choose System Configuration in the System section.
3. Set date, time, and time zone, then tap Save.
Restart your FUSE.
Wait 30 minutes for your FUSE to re-establish connection to Zoetis systems, then try to pair your FUSE again.

If you continue to receive an error message, please file a connectivity support request.

I am unable to link my Zoetis Reference Laboratories (ZRL) account. What could be wrong?

Some reasons why linking your ZRL account may be unsuccessful are:

The setup of your ZRL account may not be complete.
You have entered an incorrect ZRL account number.
The ZRL account entered is linked to another ZoetisDx clinic.

Administrators can add or remove a ZRL account from the clinic in ZoetisDx.

To resolve any of these issues, submit a ZRL account update support request.

What information is available in the Directory of Services?

The Zoetis Reference Laboratories Directory of Services contains comprehensive information on tests offered by the laboratories that comprise the ZRL network. This includes test codes, specimen collection requirements, turnaround time (TAT), methodology, and cost.

The Directory of Services can help with uncovering available diagnostic options when deciding on panels and tests that would provide a quicker and cost-effective experience. The directory allows users to search for test codes, compare pricing, methodology, and turnaround time to help with deciding on the option that is optimal for your patient.

The Directory of Services is available to ZRL users and can be accessed by selecting the Directory of Services icon from the left navigation menu. The Directory of Services is also available during ZRL order creation and allows users to select multiple panels and tests to include in an order.

What information shows up on my recent results page?

See results.

How do I place Zoetis Reference Laboratories orders for my patients using my ZoetisDx?

See creating a new order.

Is merging patients permanent?

Yes! Merging patients is permanent and cannot be undone. Double and triple check before confirming the merge of medical records.

How do I print results from ZoetisDx?

See sharing a patient's test results, what can I do from the Results Details page, and viewing accession results.

iOS and Android mobile applications also have a share icon that can be used to save results as a PDF, email to a contact, send to a printer or utilize other delivery options provided by a mobile device and carrier.

Can I view images associated with my patients' results in ZoetisDx?

Images for test results originating from the Vetscan Imagyst, Vetscan HM5, and the Vetscan SA/UA analyzers connected to the clinic's FUSE(s) are available in ZoetisDx and can be viewed underneath their corresponding results.

To view images from supported analyzers:

View test result details. Result images are visible underneath the result details.
Selecting an image opens an image viewer where you can zoom in/out of an image or download and save an image.

The image viewer enhances image review by allowing you to easily click-through result images and, if needed, save an image to be shared with others.

What is Responsible Trending? What information will be included in Responsible Trending graphs?

See more information about Responsible Trending.

How do I view the status of panels or test results for a Reference Lab Order/Accession?

See viewing accession results.

How do I get help from Customer Service or Technical Support in ZoetisDx?

Click Support in the side menu of ZoetisDx. For more information, see support.

How do I get additional assistance with a patient case?

See consultations.

I scheduled a consultation with a specialist. How do I reach the specialist when it is time to meet?

When you schedule an appointment with a consultant you will receive a confirmation email at the address put into the consultation form. This email will contain a summary of the consultation you requested as well as a Zoom meeting link to join your meeting at the selected time.

Additionally, you can see all consultation information by selecting the Consultation icon in ZoetisDx and then selecting My Consultations on the upper right corner of the screen. To access the meeting link, select the Action icon on the right side of the consultation.

After my consultation has taken place, where can I find the written report from the consultant?

See viewing consultation details.

Policies and Data Security

What does Zoetis do with my personal information?

When you register, we collect your name, email address, clinic address (for clinic accounts) and phone number. Zoetis will never sell your information to a third party. Read our Privacy Policy, Terms of Use, and End User License Agreement (EULA) to learn more.