Other

Other How to Update your System Clock

In order to securely login to the platform, users’ machine times need to be synchronized to server time. If the following error message displays, “Device clock is out of sync with the network. Please log out, correct your time and log back in,” please make sure the machine’s time is synchronized by reaching out to your IT team or completing the following steps.

Windows 10

  1. Right-click the clock and date on the bottom right corner and select Adjust date/time
  2. A pop-up setting window will display. It will say “Current date and time” and “Synchronize your clock.” Click Sync now
  3. Users may need to enter their password to their PC

Android

  1. Tap Settings to open the “Settings” menu
  2. Tap Date & Time
  3. Tap Automatic
  4. If this option is turned off, check that the correct Date, Time, and Time Zone are selected.

Mac & iOS

Mac: Click here.

iOS: Click here.

After updating the machine’s time users may need to clear their cache in order to login.

Other / Single Sign-On (SSO) Known Issues and Alternative Workflows

Release 7.7.1

User is seeing a “No application found” error message. 

If this error message is displayed:

  • For employee accounts:
    • Users need to sign in with their previous username and password. If users forgot their previous password they should complete the “Forgot Password/ First Time User?” workflow.
  • If this is an organization account, please submit a case in CR Community to CentralReach support, so we can investigate and correct the issue.
  • If you are still experiencing this issue, have an admin remove access and grant access again. Then, try to log in.

User is seeing error message “Exp is in the past,” “iat is in the future,” or “Device clock is out of sync with the network. Please log out, correct your time and log back in”

The following are common issues and solutions.

Users are not receiving SSO verification emails and cannot validate their accounts to log in

If users are experiencing this issue:

  1. Look for the email in spam folders, junk folders, and other folders you may have within your inbox email server.
  2. If using Outlook, try using both the app and browser version of Outlook to find the email from CentralReach SSO. 
  3. The email may be blocked on your end, for which the organization needs to reach out to their IT team to whitelist “no-reply@centralreach.com”.
  4. If this does not work, please try with a different email address in the meantime AND submit a case in CR Community to CentralReach support so we can investigate and correct the issue. 
  5. Try submitting the old username for a password reset. In some situations, the old username is still the SSO username and must be used to login. 

User seeing “Email in use by another user” 

  • The organization account needs to check the emails being utilized by their users via the Contacts module. Ensure the email is not used by another employee, client, or test account. If it is used by another account, use the email alias workaround.

User is linked to an inactive CR Account

  1. If the inactive contact account the user is linked to is within the same organization they currently work for, the user must contact their organization Admin.
  2. The organization Admin needs to search for the user and identify the inactive contact in the Contacts module.
    • Search for and select the inactive profile in the Contacts module 
    • Navigate to their Profile > select Basics > select Make Generic > then Make Active.
      • Please note, if the profile is already a Generic, there is no need to make an Employee, just continue to ‘’Make Active’.
    • In “Linked to email” > Remove Access from the profile.
    • In their Profile > select Basics, select Make Inactive > then Make Employee and choose Convert without a form.
      • Please note, if the profile is already a Generic, there is no need to make an Employee, just continue to “Make Inactive.”
    • The active profile will then proceed with the SSO verification.
  3. If the user is linked to an organization they no longer work for, the user will need to contact CentralReach support for assistance in order to get their accounts linked to the correct organization.

End-clients with multiple learners workflow

If your end clients have more than 1 learner receiving services, here are two workflows they could follow to access their Client Portal accounts. 

  • Option 1: Families with more than one client receiving services can use/create different email addresses for each client. The primary email address being verified and stored in the client profile would be unique. 
    • Ex: firstname.lastname@gmail.com  For Child 1 profile
    • Ex: firstname.lastname@hotmail.com  For Child 2 profile
  • Option 2: Families who have more than one client receiving services can create an email alias for each client. The primary email address being verified and then stored in the client profile should be the alias. The alias can be anything: 
    • Ex: firstname.lastname+child1@gmail.com
    • Ex: firstname.lastname+child2@gmail.com 
      • Please note, some Email Service Providers do not allow aliases.
  • Overall, think of the multiple email addresses in the same way we had different, unique usernames for each client. 

Unable to reset password: I am not getting the email

  1. Look for the email in spam folders, junk folders, and other folders the user may have within their inbox email server.
  2. If using Outlook, try using both the app and browser version of Outlook to find the email from CentralReach SSO.
  3. The email may be blocked on your end, for which the organization needs to reach out to their IT team to whitelist “no-reply@centralreach.com”.
  4. If this does not work, please try with a different email address in the meantime AND submit a case in CR Community to CentralReach support so we can investigate and correct the issue. 
  5. Please have the customer submit a support case in CR Community.

Users with multiple instances cannot log into all of their instances, EVEN IF NAME/DOB IS THE SAME

  1. Reverify that the name and date of birth on all accounts are the same and follow this process.
  2. Remove access and convert the user under each of the accounts that need to be linked:
    • Navigate to the Basics section of their Profile and select Remove Access.
    • Click Convert to User
    • The user should now receive the email to complete the validation process and log in using the same email address.
  3. If this does not work, please submit a case in CR Community to CentralReach support so we can investigate and correct the issue.

User being logged out

  • CentralReach removed timeouts of 180 and 240 minutes, and only allow a maximum of 120 minutes for timeouts. This is for security reasons. Any account that had 180 and 240 minutes before SSO as their logout time, have been defaulted to 15 minutes. The organization can update their logout timer to another value, as they see fit.
  • If the issue persists, create a support case in CR Community.

Users are seeing ‘unauthorized’ message when logging in

  • Open a Community Case with the User ID, Org ID, and SSO email for the Support team, and CentralReach will keep track of all tickets pertaining to the issue.

User seeing “invalid email format” error

  • Check to ensure that there are NO EXTRA SPACES before or after the email in the user’s Profile in CentralReach.
User is unable to “Convert to User” on the Basics Profile, as the option is grayed out
  • DOB is likely missing on the user’s profile. Please input the Date of Birth.

If an organization has the same email for the ORG and for a Client

  1. Have someone else with admin permission to the client, do the following: 
    • Client > Basics > “Remove Access”
    • Then, change the client’s Primary Email.
  2. Logout and click Forgot Password. Enter the old organization username and follow the reset password workflow.
  3. If this does not work, please create a support ticket.

Other How to Turn Off Autofill from a Browser

CentralReach does not support auto-complete and restricts browsers from auto-completing. However, browsers may ignore those restrictions, which can cause misinformation to be input or uploaded to CentralReach. To prevent this from occurring, auto-complete needs to be disabled at the browser level.

Google Chrome

To turn off Google autofill from a browser on a PC:

  1. Open Google Chrome and navigate to chrome://settings
  2. Under the Autofill section, click Addresses and more
  3. Click the toggle  next to Save and fill addresses

To turn off Google autofill from a browser on a mobile device:

  1. Open Google Chrome and click the three dots  on the top right-hand side of the screen
  2. Select Settings and then Addresses and more
  3. Click the toggle  next to Save and fill addresses

Safari & iOS

To turn off Safari autofill:

  1. Open Safari and select Safari on the top left-hand side of the screen
  2. Click Preferences and then the AutoFill tab
  3. Uncheck the box next to user names and passwords
  4. After disabling auto-complete, refresh CentralReach.

To turn off iOS autofill:

  1. On an iPhone or iPad, navigate to Settings
  2. Scroll down and select Safari
  3. Under the “General” section, click AutoFill
  4. Click on the green toggle next to “Use Contact Info”
  5. After disabling auto-complete, refresh CentralReach.

Firefox

To turn off Firefox autofill:

  1. Open Firefox and select the menu icon on the top right-hand side of the screen
  2. Click Options and select Privacy & Security
  3. Unselect the checkmark next to Autofill addresses in the “Forms and Autofill” section
  4. After disabling auto-complete, refresh CentralReach.

Edge

To disable auto-complete using Edge:

  1. Click the three dots on the upper right-hand side of the screen and select Settings
  2. In the “Your Profile” section, select each of the following to disable the toggle:
    • Passwords
    • Payment info
    • Addresses and more
  3. After disabling auto-complete, refresh CentralReach.

Any changes made will be automatically saved. It is recommended to clear history to remove previously saved autofills.

Other Minimum System Requirements

For the best experience while using CentralReach, please use the following:

  • Operating System: Windows, OSX, Android, or iOS
  • Memory: Minimum 2GB
  • Browser Chrome,  Firefox, or  Safari
  • Storage: Minimum 100Mb

Click here for information on supported browsers and devices.