Troubleshooting FAQs

1. Are there special precautions when accessing HCAI via laptop or from a home computer?
2. How do I clear my “cache”?
3. How can I avoid getting suspended from my account?
4. I am suspended from my account. How do I get a password reset?
5. I am a User Administrator (or Authorizing Officer) and my account is suspended. How do I get a password reset?
6. I am the AO but I did not set up a back-up UA. How do I get a password reset if I’m suspended?
7. I am not receiving an email with my temporary password.
8. Will HCAI work on my Apple/Mac computer?
9. I am having problems reading the online user manual. Is there another way to access the user manual?
10. I am using a Mac and am having problems opening PDF files…
11. I want to share a screen shot to illustrate the problem I am having. How can I be sure that no personal health or personal identifying information is released?
12. Error message. I was using HCAI to create/edit a form and the system suspended and did not carry out the activity I was trying to do. It generated an error message.  What should I do when this happens?
13. I am not receiving an email with my temporary password...
14. I am not able to open/use, invoice, search and manage tab. I can only click on plans. As the AO I should have full access to all tabs.
15. Can't submit. I am unable to submit forms because my clinic is in the "Not Approved" state. Why is this?
16. No "Submit" button. When I am in HCAI, there is a notice that says that I can create forms but I cannot submit them. Why is this?
17. Print button doesn't work. When I click on "Print", nothing happens.
18. I keep getting a security message as shown below. How do I stop that from happening?

1. Are there special precautions when accessing HCAI via laptop or from a home computer?

Consider who can see your screen: family members, other passengers or anyone around you. With wireless access so readily available, users are working on their way to or from work, while waiting for appointments etc. Others who are bored or curious feel little guilt about reading what is available.

• Do not write your passwords or leave Virtual Private Network (VPN) tokens in your laptop bag or at your home computer.
• Where possible, avoid copying sensitive data to the hard drive of a portable unit or to a PSD (portable storage device).
• HCFs maintaining PDF copies of OCFs are responsible for maintaining a secure system with audit trails.
• Clear your cache after using a laptop or home computer, which is mandatory if you have signed on from a publicly available computer like in an internet cafe or library.

2. How do I clear my “cache”?

If you are using any version of Microsoft Internet Explorer:

1. From your browser menu select “Tools”;
2. From the View drop-down menu select “Internet Options”;
3. On the "General" tab (the 1st one at the top) look for the "Temporary Internet Files" section near the middle of the window;
4. Click on the "Delete Files" button;
5. A new window appears, check the little box that says: "Delete all offline content", click the "OK" button—an hour glass tells you that files are being deleted.

If you are using Firefox:

1. Click "Tools" and select "Options" on the Firefox menu bar;
2. Click the "Privacy Icon" on the Option menu bar to open the Privacy Properties;
3. Click "Clear" across from the Cache/Private Data option;
4. Click "OK" to return to the browser main page;
5. Exit and re-launch the browser.

For users of other browsers, please refer to your browser's documentation on memory/disk caching.

3. How can I avoid getting suspended from my account?

For security reasons, if a password is entered incorrectly three tries in-a-row, the user account will be suspended. At that point, you must request that your clinic’s Authorizing Officer or a User Administrator reset your password.

Here are some tips to prevent this:

• If you copy and paste a password, be sure you have not included spaces in the copied text. The space will invalidate your password.
• Passwords are case sensitive. Take care to type it in correctly.
• If you have incorrectly entered your password (or username) twice, do not try a third time.
• Instead, click on the link to reset your password (see figure 1).  A new temporary password will be sent to you by email.

Figure 1: Avoid getting suspended

4. I am suspended from my account. How do I get a password reset?

Ask the Authorizing Officer or User Administrator at your clinic/practice to reset your password.

"I don't know who the Authorizing Officer (AO) or User Administrator (UA) is. How can I find out?"

Every health care facility in HCAI has an Authorizing Officer (AO). In addition, the AO may have assigned other User Administrators (UA). If you are not sure who the AO or UA is, ask the owner or senior manager of the facility.

5. I am a User Administrator (or Authorizing Officer) and my account is suspended. How do I get a password reset?

When your practice was first activated, the AO was advised to set up a back-up UA. That means that there should always be at least two people in the organization who have the capability to reset passwords. If the AO or UA is suspended, they should go to the other person (another UA or the AO) and request that a password reset be done.

6. I am the AO but I did not set up a back-up UA. How do I get a password reset if I’m suspended?

You must contact Helpdesk at facilityenrolment@hcaiinfo.ca and request a password reset.

Important: only the AO or someone with the UA role can request a password reset from Helpdesk.

7. I am not receiving an email with my temporary password…

To ensure you receive passwords from HCAI, please follow the instructions below:

How to White-list HCAI Communications

HCAI users should be able to receive email from up to three HCAI-specific addresses:

1. Password resets from systemdelivery@hcai.ca
2. Bulletins and general information from providersupport@hcaiinfo.ca
3. Enrolment questions, responses, issues from facilityenrolment@hcaiinfo.ca

Instructions are provided below for white-listing your mail system. Solutions for many common email service providers are included. If your email service is not listed, review the product's documentation on how to white-list e-mail addresses. Or, if you are using a hosted mail solution, contact your internet provider to arrange the necessary white-listing.

Outlook 2003/2007

Add HCAI’s from address, systemdelivery@hcai.ca, to your Safe Senders list:

1. On the Tools menu, click Options.
2. On the Preferences tab, click Junk E-mail.
3. On the Safe Senders tab, click Add.
4. In the Add address, put systemdelivery@hcai.ca
5. Click OK.

Repeat for providersupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Outlook Express 6

Add HCAI’s “from” addresses to your Safe Senders list by following the steps below:

1. Go to the Tools menu, select Message Rules and then Mail.
1. The Message Rules window will open.
2. In the Message Rules window, click on the <New>. button on the right-hand side of the screen.
1. The New Rule window will open.
3. In the "1. Select the Conditions for your rule:" section, check the Where the From line contains people box.
4. In the middle section, "2. Select the Actions for your rule:", check the Stop processing more rules box.
5. In the bottom section, "3. Rule Description (click on an underlined value to edit it):", click on the underlined contains people link.
6. Enter systemdelivery@hcai.ca in the space provided and click the <Add> button.
1. Repeat the above step for the providersupport@hcaiinfo.ca and facilityenrollment@hcaiinfo.ca addresses.
7. Once you have entered the addresses, click the <OK> button to exit the Select People window.
8. Click the <OK> button to exit the New Rule Window.
9. Click the <OK> button to exit the Message Rules window.

Repeat for providersupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

AOL

Add our "From" address, systemdelivery@hcai.ca, to your AOL address book by following the steps below:

1. Click the Mail menu and select Address Book.
2. Wait for the "Address Book" window to pop up, then click the Add button.
3. Wait for the "Address Card for New Contact" window to load.
4. Paste systemdelivery@hcai.ca into the "Other E-Mail" field.
5. Make our From address the "Primary E-Mail" address by checking the associated check box.
6. Click the Save button.

Repeat for providersupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

If our emails end up in your AOL Spam Folder, please open the bulletin, and then click the <This Is Not Spam button>. Next, please add the following addresses into your address book as described above: systemdelivery@hcaiinfo.ca, providersupport@hcaiinfo.ca, and facilityenrolment@hcaiinfo.ca.

Yahoo

You will need to set up a filter to redirect our emails into your inbox:

1. Open your mailbox and click on Mail Options (upper right hand corner).
2. Select Filters (bottom left corner).
3. Click the Add link on the Filters page.
4. Update the "From header:" rule with the following 2 pieces of information: "contains" and systemdelivery@hcai.ca. (This tells Yahoo to identify our emails based on its From address.
5. Click the Choose Folder pull down menu and select inbox.
6. Pick the Add Filter button.

Repeat for providersupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

If our emails are getting stuck in your Yahoo Bulk Folder, please open the email and click the <Not Spam> button. Next, check to see if the password reset or bulletin email address is in your "Blocked Addresses" list. If you see systemdelivery@hcai.ca and providersupport@hcaiinfo.ca and facilityenrolment@hcaiinfo.ca on this list, select it and click the Remove Block button. Lastly, please set up a filter as outlined above.

Gmail

1. Go to the Settings link in Gmail.
2. Go to Filters.
3. Click Create a new filter.
4. Type the desired email address under From:.
5. To whitelist an entire domain (all mail from an address ending in "about.com", for example), type just the domain name or the domain name preceded by '@'. To whitelist "about.com", for instance, type "@about.com" (not including the quotation marks).
6. You do not have to create a separate filter for each address. Separate addresses with '|' in the From: field instead. To whitelist both "jenny@example.com" and "jelani@example.com", enter "jenny@example.com|jelani@example.com", for example.
7. Click Next Step ››.
8. You can click Test Search before, of course, to make sure you did not mistype.
9. Make sure Never send it to Spam is checked.
10. Click Create Filter.

Repeat for providersupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Hotmail

You will need to set up a filter to redirect our emails into your inbox:

1. Click on "Mark as Safe" near the "From" portion of the email or:
2. Open your mailbox and click "Options" (upper right hand corner).
3. Click the "Safe and blocked senders" link (under "Junk e-mail").
4. Select the "Safe Senders" link (1st in list).
5. Copy and paste systemdelivery@hcai.ca into the dialog box titled "Type an address or domain".
6. Click the "Add" button next to the dialog box.

Repeat for providersupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

8. Will HCAI work on my Apple/Mac computer?

HCAI is not computer-specific, but, rather, is a web-based application. This means that as long as you are able to access the internet with a web browser, you will be able to use HCAI. Below are more details:

• The type and version of internet browser used to access HCAI via the web application impacts how the user interface behaves more than the operating system or hardware that is being used.
• HCAI has been certified to work with Internet Explorer (IE). The current supported version of IE is version 6 and newer versions (version 7 and 8) have been successful as well.  Although other browsers can function with the HCAI application, there are definitely functions that do not work as they should when compared to IE.
• While we currently don't support browsers outside of IE, we have conducted some additional testing using non-IE browsers (e.g., Safari, Opera and Firefox). 
• We have also looked at the Mac operating system to provide you with some suggested options when using HCAI. For the Mac operating system there are two approaches that can be taken:
1. The most direct route to using the web application without issues is by running IE 6 or higher via a Windows boot-partition
1. This can be achieved via a product like Boot Camp. Boot Camp is software included with Mac OS X 10.5 Leopard that lets you run compatible versions of Microsoft Windows on an Intel-based Mac
2. Or, a virtual application like Parallels or vmware Fusion may also help. These options work for Intel-based Macs but not PowerPC based Macs, and require your own authentic copy of Microsoft Windows. To confirm if these options are available for your Mac, you should validate this with Apple support.
2. Although non-IE browsers are not supported, we have done basic testing of Safari, Opera, and Firefox on the OS X platform. All of these browsers run the application with some limitations that may or may not affect your ability to perform work on the system.  We have also observed that some browsers operate more efficiently for some functions than others.  For example, Opera operates better for general navigation and data entry, however it does not print successfully. Firefox 3.5 and Safari print successfully but do not emulate IE as well for screen navigation and data entry, so some visual peculiarities may arise.

9. I am having problems reading the online user manual. Is there another way to access the user manual?

You may download the user manual from www.hcaiinfo.ca. The online manual is not designed to work with browsers other than IE.

10. I am using a Mac and am having problems opening PDF files…

The ability to download and open a PDF from the HCAI web application appears to be linked to the browser being used. We have been able to replicate this problem using a Mac in a browser other than IE, but have found that the print functionality does work with Safari 4 and Firefox 3.5. Should using either Safari or Firefox not work, the only remaining workaround for this problem is to use IE 6, 7 or 8 on a Windows partition or virtual machine.

11. I want to share a screen shot to illustrate the problem I am having. How can I be sure that no personal health or personal identifying information is released?

When sharing a screen shot of an OCF form, it is important, where possible, to avoid showing the patient’s name or other identifying information in the screen shot.  If you share a patient’s personal health or identifying information, you must obtain the patient’s consent to do so.

12. Error message.  I was using HCAI to create/edit a form and the system suspended and did not carry out the activity I was trying to do. It generated an error message.  What should I do when this happens?

Look at the message carefully.  If it is a “concurrency” error, that means that two users have been working on the same form simultaneously, and one person saved changes, meaning the other person could not. 

The second error is a true error.  If this happens, try to obtain a screen capture of the error message (to do this, make sure the error message is showing on your computer monitor.) Using your keyboard, click on the <Ctrl>+<Prnt Scrn>/<Print Screen> buttons, save the image on your computer, then paste it into an email or into a Word document.  This may assist in trouble-shooting the error.  Then call Helpdesk at 1 888 422 4123 (1 888 HCAI 123) to report the problem.  The Helpdesk will coordinate the resolution of the issue thereafter.

13. I am not receiving an email with my temporary password...

To ensure you receive passwords from HCAI, please follow the instructions below:

How to Whitelist HCAI Communications

HCAI users should be able to receive email from up to three HCAI-specific addresses:

1. Password resets from systemdelivery@hcai.ca
2. Bulletins and general information from providersupport@hcaiinfo.ca
3. Enrolment questions, responses, issues from facilityenrolment@hcaiinfo.ca

Instructions are provided below for white-listing your mail system. Solutions for many common email service providers are included. If your email service is not listed, review the product's documentation on how to white-list e-mail addresses. Or, if you are using a hosted mail solution, contact your provider to arrange the necessary white-listing.

14. I am not able to open/use, invoice, search and manage tab. I can only click on plans. As the AO I should have full access to all tabs.

When using the HCAI application in browsers other than IE (Internet Explorer), the positioning of the cursor using a mouse may be more sensitive, particularly on the tab areas for the Manage tab or the other tabs. If the application does not respond when clicking on the tabs, try to move the cursor to the upper or lower edge of the tab until you see the cursor changes to a hand and then click the mouse button. It is important to see that the cursor does change before the mouse button is clicked.

NOTE: if you are using IE, these instructions are not applicable.

15. Can't submit. I am unable to submit forms because my clinic is in the "Not Approved" state. Why is this?

All facilities are in the "Not Approved" state until they are activated just prior to their effective date. If your clinic has been approved (activated) but has reverted to "Not Approved", the most common reason for this is that the Authorizing Officer (AO) name has been changed in the FACILITY MANAGEMENT tab. When the AO name is changed, the practice's contract with HCAI is voided and a new contract must be submitted that is signed by the person who is named in the "Authorizing Officer" field.

16. No "Submit" button. When I am in HCAI, there is a notice that says that I can create forms but I cannot submit them. Why is this?

There are two common reasons for this:

1. The first reason is addressed in the above question and relates to the clinic being in the "Not Approved" state.
2. The second reason is because there are no providers associated with the facility.
   1. To check if you have providers, go to the MANAGE global tab and the FACILITY MANAGEMENT sub-tab.
   2. Scroll down to "Associated Providers". There must be at least one provider associated with the clinic.

17. Print button doesn't work. When I click on "Print", nothing happens.

In order to print downloadable PDFs, your system must permit pop-ups from the HCAI site. To allow this:

1. Open Internet Explorer
2. Go to Tools -> Internet Options. This will open the "Internet Options" window
3. Click "Privacy" tab

4. On Per Site Privacy Actions, click "Sites."

5. Type www.hcai.ca in Address of Web site: text box.

6. Click "Allow" button
7. Verify that a new entry is added in "Managed Web sites (Domain: hcai.ca, Settings: Always Allow)

8. Click OK, it will close Per Site Privacy Actions
9. Click OK to close Internet Options window

To verify, try to download facility registration details (If your facility is not yet approved). If the facility is approved, try to download any OCF form.

Note: In some cases, the internet explorer might show following message below the address bar:

"To help protect your security, Internet Explorer blocked this site from downloading files to your computer. Click here for options."

In this case, right click on the message and click "Download File...".

18. I keep getting a security message as shown below. How do I stop that from
happening?

1. In Internet Explorer, go to Tools > Internet Options.
2. Click the tab that says “Security”.
3. In the window called "Select a zone..." make sure that that "Internet" is selected.
4. Click “Custom Level” and scroll down about half way to "Display mixed content" in the "Miscellaneous" section.
5. Change it from Prompt to Enable.
6. Click <OK>, <Yes>, and <OK>.
7. The change should take effect immediately.