Troubleshooting

Use this page to identify and resolve common issues you may encounter while using CORES HAN. The topics below are organized Official entities, such as public health authorities, healthcare agencies, and corporations. by common problem areas such as access, notifications An alert, update, advisory, information, drill, or test message that can be sent & received through delivery methods such as email, voice, text, fax, or inbox., user management, and system behavior.

Each item describes a potential issue, its possible cause, and steps you can take to resolve it. If the issue persists after trying the recommended actions, contact The internal and external people that participate in, might be affected by, or need to be notified about an incident. your administrator or IT support for further assistance.

If you are experiencing issues related to Juvare Login Services (JLS Juvare Login Service. An Identity and Access Management (IAM) system powered by Okta.), such as account Used to track and manage users. Accounts differ from your profile, which is used to modify personal settings for using the solution. activation, login access, password reset, multifactor authentication A security process that requires more than a password to access an account. It combines at least two proofs, such as a PIN or a phone or email verification., and related issues. Refer to the Juvare Login Services (JLS) FAQs.

Access and User Management

You may not see expected pages such as Accounts, Organizations, Reports, or actions on these pages due to role or permission settings.

  • Verify your assigned role and permissions.

  • Confirm your organization membership.

  • Contact your administrator to update access if needed.

Recipients or groups may not appear due to limited visibility based on your organization or permissions.

  • Confirm you are a member of the correct organization.

  • Verify your permissions.

  • Contact your administrator to update access if required.

Templates may require additional permissions beyond basic access.

  • Request write or edit permissions.

  • Ask the template owner to update sharing settings.

The user account may exist but is not selectable due to account status.

  • Verify the account is active.

  • Update the account status if participation is required.

There may be limits on the number of organizations a user can belong to.

  • Remove excess memberships.

  • Review configured organization limits.

Multiple accounts may have been created using different emails or login methods.

  • Consolidate duplicate accounts.

  • Deactivate unnecessary accounts.

  • Standardize login credentials (for example, SSO or email).

SSO requires unique user identity matching organizational credentials.

  • Use individual user accounts with unique email addresses.

  • Avoid using shared or generic accounts.

Notifications

Delivery may fail due to missing or incorrect contact information.

  • Verify recipient contact details for each delivery method.

  • Update any missing or incorrect information.

Delivery may fail due to external email handling, invalid contact details, or blocked messages.

  • Check delivery status details.

  • Validate recipient contact information.

  • Test using alternate delivery methods.

Delays may occur due to queue processing, external carrier delays, or large recipient lists.

  • Monitor delivery status.

  • Validate contact information.

  • Retry using alternate methods if necessary.

Incorrect group selection or outdated distribution lists may result in unintended recipients.

  • Review and validate recipient groups before sending.

  • Use test sends when possible.

Notifications may be stored in different tabs or views.

  • Check all tabs, including Inbox, Sent, and Archived.

  • Verify you are viewing the correct section.

Attachments may not have been included, may be unsupported, or may not be delivered via certain channels.

  • Confirm the attachment was added.

  • Use supported file formats.

  • Verify delivery method supports attachments.

File uploads may fail due to unsupported formats or size limitations.

  • Use supported file formats.

  • Reduce file size if needed.

System Behavior and Settings

Time discrepancies may occur due to mismatched time zone settings.

  • Update your profile time zone.

  • Verify system time settings.

Updates may not appear immediately due to session caching or delayed system refresh.

  • Log out and log back in.

  • Wait briefly and refresh the system.

Sent notifications are typically locked for audit and history purposes. Send a follow-up notification with corrections if needed.

Unexpected behavior may be caused by an unsupported or outdated browser. Use the latest version of Chrome or Edge.

Frequent logouts may be caused by session timeout or security policies.

  • Save your work frequently.

  • Contact your administrator to review timeout settings if needed.

Access may be blocked due to firewall or network restrictions. Coordinate with your IT team to allow required domains and services.