TRUE CARE SYSTEM • TROUBLESHOOTING
Login Issues
Resolve sign-in, password, verification, session, browser, and account-status issues.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Resolve sign-in, password, verification, session, browser, and account-status issues.
Diagnostic Checklist
Confirm the user account is active, not disabled, and assigned to the correct Provider.
Verify the email or username, current password, capitalization, and password-policy requirements.
Confirm the current code, expiration time, email delivery, and device clock.
Clear stale sessions, use a supported browser, and verify cookies are allowed.
Test whether the issue is limited to one network, IP address, VPN, firewall, or DNS path.
Review Login History for success, failure, blocked status, IP address, device, and browser.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.