User cannot see any episodes

If a user can login successfully but cannot see any episodes in the worklists, when other users can, it usually means that access to view forms has not been granted.

To check this and fix the issue, a dashboard admin at the practice would need to go to user access on the dashboard, find the user that is having issues and select the drop down under ‘Triage forms’.

You can then select whether the user needs access to all forms, or specific forms by clicking the ‘Enable/Disable’ toggle.

Login error messages

Encountered error when logging in: These credentials do not match our records. Please contact your system administrator if this issue persists.

Please speak to a dashboard administrator at the practice, and ask them to follow the below instructions:

1. Check the user is present on the all users list on the dashboard under user access.
   

1. If the user is not present, please add them as a new user under ‘Create New User.’

1. If you can see the user on the all users page already please check if the user is deleted or disabled.

1. The user is deleted if the user deleted box on the right is greyed out. To restore the user, please click on the user name, and then click ‘Restore User’.

1. The user is disabled if the Enabled toggle on the user bar is red. To reenable to user, please click the toggle.

Encountered error when logging in: Too many requests, Please try again in 60 seconds. Please contact your system administrator if this issue persists.