One of your users is currently unable to login to OSCAR. What should you do? Before contacting us, give the steps below a try. Most login issues are very easy to solve. You just need to know where to look!
First thing first: is your user entering all the required information?
This may sound like a silly question, but it really isn’t. Most websites only require a login and a password. New users do not always realize that the second level passcode is an integral part of the login process login to your OSCAR. All three fields (user name, password and second level passcode) are required.
Take a second to ask them if their cap locks is on as well. User names and passwords are case sensitive in OSCAR. If cap locks is on, they may be entering their password wrong without realizing.
The Security Log Report is your friend
Take a look at the security log report. It will tell you what is going on.
- From the schedule page, click on Administration to open the admin panel.
- Click on the “System Reports” tab to expand that part of the menu, then click on the “Security Log Report” link.
- For login issues, you will want to select the following options:
- Provider: All
- Content Type: All
- Start and End Date: Match these to the day the user reported having issues login in. If they just had issues login in, then select today, but if they report that they were unable to login last night during their shift, select yesterday’s date.
- Once you selected the options you need, click on the “Run Report” button.
Look for lines where the action was “log in” and the status “FAILURE”. The details will be listed under the “Data” column.
The common errors and what they mean
Pin-remote needed: Usually identifies a login attempt where the pin has either not been entered or been entered wrong.
Password failed: The password this user is attempting to use is not matching what OSCAR has saved for this user name.
No Such User: The user name used in the login attempt does not exist in the system.
How to reset a user’s password
If your user has forgotten their password or cannot seem to log in with the password or second level passcode they remember, you can easily update their login credentials by taking the following steps.
- From the schedule page, click on “Administration” to open the admin panel.
- Click on the “User Management” tab towards the top left to expand this part of the menu, then click on “Search/Edit/Delete Security Records”.
- You can do a search by user name or by provider number. A provider number is each user’s internal unique number in OSCAR. If you do not have this information on hand, just click the “Search” button without typing anything in the search field. This will generate the full list of logins you have in your system and find it in the list.
- Once you find the right user name, click on it. This will bring you to the “Update a security record” page.
- Update the fields as required. When updating the password and the second level passcode (PIN), make sure you confirm them in the appropriate field as well.
- User name: Any change to the username will overwrite what has been used before. Most clinics use a mix of first and last name for their user names.
- Password: Passwords must be at least 8 characters long and contain at least three of the following: capital letters, lower case letters, numbers and special characters.
- PIN: This is the second level passcode and must be at least 4 digits long.
- Force password reset: If you want them to have to create their own password when they log in for the first time, select “True”. If you do not want to force them to reset their password, then select “False”.
- Click on the “Update Record” button.
The Security Log Report shows a successful login, but the user cannot access OSCAR.
Your user enters their login credentials and is sent right back to the login page without an error message? The Security Login Record probably shows that they logged in. This is a common login issue, specially with newly created users. The user creation process is a three steps process. Creating the user and the login record are a given as they are required to be able to access the system. Those two steps alone though are leaving the newly created user without any role, which means this user has no permission in the system. Permissions are what OSCAR uses to know what each user can see in the system. If you run into this problem, refer to the “Adding roles” section of the user creation guide.