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Troubleshooting Login Issues with AlayaCare Web

AlayaCare Support Associate
AlayaCare Support Associate
  • Updated

Welcome to our guide on troubleshooting login issues with AlayaCare web application. We understand how frustrating it can be when you can't access the platform, so we've created this simple guide to help you resolve common problems. Follow these steps, and you should be able to get back to using AlayaCare without needing to contact Support.

Troubleshooting checklist

Please select an item in this troubleshooting checklist to navigate directly to a specific troubleshooting step. Alternatively, you may scroll down to proceed through the steps sequentially.

Step 1: Check AlayaCare server status

Step 2: Check your internet connection

Step 3: Ensure you’re using a recommended web browser

Step 4: Verify your login credentials

Step 5: Update your browser

Step 6: Clear browser cache and cookies

Step 7: Enable cache

Step 8: Configure your computer device to automatically update date and time settings

Step 9: Disable browser extensions

 

Step 1: Check AlayaCare server status

1. Verify if AlayaCare is down

  • Sometimes, the issue might be on our end. Check if AlayaCare is experiencing any scheduled or unscheduled downtime by visiting https://alayacare.status.io/.

  • Click the "Subscribe" button to receive updates.

2. If scheduled downtime is announced

  • Ensure all necessary personnel are subscribed for updates.

  • Designated personnel should inform all users about the downtime.

  • Prepare and coordinate internal manual processes to reference and collect AlayaCare data during downtime.

  • Follow instructions for using Offline Mode on Care Worker Mobile app or accessing the staging environment on the web to continue work by visiting Best Practices for Scheduled and Unscheduled Downtimes.

3. If unscheduled downtime occurs

4. Review incidents and notifications

  • Visit "Incidents & Notifications" section in our AlayaCare Knowledge Base to review post-mortem analyses of incidents and understand root causes.

Step verified. Return to the troubleshooting checklist.

 

Step 2: Check your internet connection

This step may not apply if you lack internet access, as you won't be able to view this article. To prepare, consider printing instructions in this step ahead of time. Your organization can also provide a printed copy or assist you remotely with checking your internet connection if needed. Alternatively, feel free to follow this step if you can access this article from another device or with the help from someone else or your organization.

1. Ensure your device is connected to the internet

  • On a computer, check the Wi-Fi icon at the bottom right (Windows) or top right (Mac) of your screen.

  • If accessing AlayaCare web app using mobile device, look at the top of your screen for icons indicating Wi-Fi or data signal strength.

  • If using Wi-Fi, ensure that your device is connected to the correct network available.

  • If using Wi-Fi, and if possible, move your device closer to the Wi-Fi router or access point to see if signal strength improves. Walls and obstructions can weaken Wi-Fi signals.

2. Test internet access

  • Open Google Chrome browser.

  • Attempt to load a different website that you know works reliably, such as www.google.com. If the website fails to load or takes an unusually long time to load, it may indicate an issue with your internet network.

3. Restart your computer device

  • Sometimes, simply restarting your device can resolve many issues. Try turning it off and then back on again.

4. Restart your router and contact your Internet Service Provider (ISP)

Please only proceed with the following five bulleted steps if it's necessary and permitted by your agency. It's important to avoid disrupting the work of others who may be using AlayaCare simultaneously. While others may have successful internet connections, your difficulty could be device-specific.

  • If you suspect a problem with your internet connection, try restarting your router or modem.
  • Unplug the power cable from your router or modem, wait for about 30 seconds, then plug it back in.
  • Allow a few minutes for the router to reboot and reconnect to the internet.
  • If you're still experiencing internet connectivity issues after checking your device settings and restarting your router, contact your Internet Service Provider (ISP) for further assistance.
  • Provide them with details about the problem you're experiencing, such as error messages or specific websites that are inaccessible. They may be able to troubleshoot the issue remotely or dispatch a technician if necessary.

Step verified. Return to the troubleshooting checklist.

 

Step 3: Ensure you’re using a recommended web browser

1. Use Google Chrome browser

At AlayaCare, we highly recommend using Google Chrome browser to access the AlayaCare web platform for the best performance. Using other browsers might result in blank pages, improper loading, and broken features. Google Chrome offers superior safety and security, ensuring a reliable and secure experience with AlayaCare.

2. Download Google Chrome browser

  • To download Google Chrome browser, follow these steps:

Step verified. Return to the troubleshooting checklist.

 

Step 4: Verify your login credentials

1. Double-check your username and password

  • Ensure there are no typos and that the Caps Lock key on your device’s keyboard is not on.

  • Make sure the password you type in meets the following requirements:

    • Your password minimum length is 8 characters.

    • Your password maximum length is 19 characters.

    • You included at least 1 uppercase character (A-Z).

    • You included at least 1 lowercase character (a-z).

    • You included at least 1 special character (#,$,%, etc.).

    • You included at least 1 number (0-9).

2. Reset your password if necessary

  • On the AlayaCare web application login page, click on the "Forgot Password" link.

  • Follow the instructions to reset your password.

  • Check your email associated with your AlayaCare account for the reset link. Don't forget to also check your spam folder, as sometimes reset emails can be directed there.

Step verified. Return to the troubleshooting checklist.

 

Step 5: Update your browser

1. Open Google Chrome browser

  • Click the three vertical dots (menu) in the top-right corner.

2. Go to Help

  • Hover over "Help" in the drop-down menu.

3. About Google Chrome

  • Select "About Google Chrome."

  • Google Chrome browser will check for updates automatically and install any available updates.

4. Restart Google Chrome browser

  • After the update, restart Google Chrome browser by clicking the "X" button at the top-right corner of the Google Chrome browser window (Windows) or the red circle at the top-left corner (Mac).

  • Reopen Google Chrome browser by double-clicking the Google Chrome browser icon on your desktop or taskbar (Windows) or click the Google Chrome browser icon in your Dock (Mac).

  • Alternatively, you can use a quicker method to restart Google Chrome browser by typing chrome://restart in the Google Chrome browser address bar and pressing Enter on your keyboard. This command will automatically close and reopen Google Chrome browser, preserving all your open tabs.

Step verified. Return to the troubleshooting checklist.

 

Step 6: Clear browser cache and cookies

Clearing cache and cookies involves deleting locally stored temporary files and data by your browser like Google Chrome on your computer like Windows or Mac. This can be necessary when the cached data becomes problematic, outdated, or corrupted, which can lead to login or functionality issues.

1. Open Google Chrome browser

  • Click the three vertical dots (menu) in the top-right corner of the browser.

2. Clear browsing data

  • Select "Clear browsing data..." from the drop-down menu.

3. In the pop-up window:

  • Select "All time" in the time range drop-down menu.

  • Check the boxes for "Cookies and other site data" and "Cached images and files."

  • Select "Clear data."

Step verified. Return to the troubleshooting checklist.

 

Step 7: Enable cache

Enabling cache typically refers to allowing your browser like Google Chrome to store certain data locally on your computer like Windows or Mac to improve performance and reduce loading times. This is generally beneficial as it speeds up subsequent access to data and resources the browser like Google Chrome needs.

1. Open Google Chrome browser

  • Navigate to Site Data settings by typing chrome://settings/content/siteData in the address bar and pressing Enter.

2. Enable cache

  • On the "Site Data" settings screen, select "Allow sites to save and read cookie data" to enable site data caching.

3. Restart Google Chrome browser

  • Restart Google Chrome browser by clicking the "X" button at the top-right corner of the Google Chrome browser window (Windows) or the red circle at the top-left corner (Mac).

  • Reopen Google Chrome browser by double-clicking the Google Chrome browser icon on your desktop or taskbar (Windows) or click the Google Chrome browser icon in your Dock (Mac).

  • Alternatively, you can use a quicker method to restart Google Chrome browser by typing chrome://restart in the Google Chrome browser address bar and pressing Enter on your keyboard. This command will automatically close and reopen Google Chrome browser, preserving all your open tabs.

Step verified. Return to the troubleshooting checklist.

 

Step 8: Configure your computer device to automatically update date and time settings

Incorrect date and time settings on your computer device like Windows or Mac can cause synchronization issues, resulting in login problems due to mismatched timestamps between your device and the server. Ensuring your device automatically updates these settings helps maintain proper synchronization and prevents such login issues.

1. Configure device for Windows users

  • Open "Date and Time Settings"
    • Right-click on the date and time in the bottom right corner of the screen (on the taskbar).
    • Select "Adjust date/time" from the context menu that appears.
  • Enable automatic date and time
    • In the "Date & time" settings window, ensure the switch under "Set time automatically" is turned on.
    • Also, ensure the switch under "Set time zone automatically" is turned on if you want the time zone to update automatically based on your location.
  • Synchronize your clock
    • Scroll down to "Additional Settings" and click on the "Sync now" button to ensure your device is using the latest time from the internet time server.
  • Restart your device
    • Click on the Start menu, select the power icon, and then click "Restart."
  • Attempt to log in to AlayaCare again.

2. Configure device for Mac users

  • Open "Date and Time Preferences"
    • Click on the Apple menu in the top left corner of the screen.
    • Select "System Preferences" from the drop-down menu.
    • Click on "Date & Time."
  • Enable automatic date and time
    • In the "Date & Time" window, ensure the checkbox next to "Set date and time automatically" is checked.
    • If prompted, enter your administrator password to make changes.
    • Choose a time server from the drop-down menu if necessary.
  • Enable automatic time zone
    • Click on the "Time Zone" tab.
    • Ensure the checkbox next to "Set time zone automatically using current location" is checked.
  • Restart your device
    • Click on the Apple menu in the top left corner of the screen.
    • Select "Restart" from the drop-down menu.
  • Attempt to log in to AlayaCare again.

Step verified. Return to the troubleshooting checklist. 

 

Step 9: Disable browser extensions

1. Open Google Chrome browser

  • Click the three vertical dots (menu) in the top-right corner.

2. Hover over "Extensions" in the drop-down menu

  • Select "Manage Extensions."

  • Toggle off all extensions by clicking the switch to the off position for each one.

3. Try logging into AlayaCare

  • Attempt to log in to AlayaCare. If the login works, it confirms that one of the extensions was causing the problem.

4. Enable extensions one by one

  • Open Google Chrome browser.

  • Click the three vertical dots (menu) in the top-right corner.

  • Hover over "Extensions" in the drop-down menu.

  • Select "Manage Extensions."

  • Toggle on one extension and then try logging into AlayaCare again.

  • Repeat this process for each extension, enabling them one at a time and testing the login after each to identify any potential culprits.

5. Identify the culprit

  • When you enable an extension and the login issue reappears, you’ve found the problematic extension.

  • Keep this extension disabled, and consider removing it if it’s not essential.

Step verified. Return to the troubleshooting checklist.

 

By following these steps, you should be able to resolve most login issues on your own. If you still encounter problems after trying these solutions, please visit our Support page for further assistance. We hope this guide helps you get back to using AlayaCare smoothly!

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