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Logging In

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  1. I’ve forgotten my password / initiated a password reset, but the site is asking for my old password. It’s time for your password to be updated, and the browser is under the impression that you’re still logged in with the old password. There are two things to try that usually work in this situation:

    1. Clear your browser’s cache as far back as the last time you logged in.

    2. Open a password reset link in a different browser.

  2. I can’t add an assessment / there’s no “Start New” assessment button. In order to be able to add surveys, your project supervisor at CYFD must upload an up-to-date certificate. If you can’t add assessments, please contact CYFD to enable assessment entry for you, or to make sure your information up-to-date.

  3. Assessment not saving. In almost all cases, this is due to required information not being included. It’s possible to move through the survey and get to the submission button while skipping information that is needed to submit. Please make sure to thoroughly review the survey to see if anything is unanswered. We all miss a question now and again - so no worries! If you can’t see what’s missing, ask a colleague or supervisor to check with fresh eyes.

  4. A filled out survey is not showing up as saved. This could be due to a number of different things. The most common is having the forms open in multiple browsers.

  5. I don’t know how to / can’t find the client ID. A Star Client ID is a “C” followed by 15 digits, like this: C001000000012345. It will display at the top of the client record page you are viewing.

  6. It doesn’t look like the system shared my survey. The CAT / CANS survey functionality in Star does not automatically share CAT/CANS surveys with any other agency. Where the survey mentions sharing surveys, this is a place for you to record where you have shared the survey using other means.

  7. How do I record referrals? If you need to record a referral that you followed up on, you will need to visit the “Services” tab for the client record in question and add a new service. This will create a record that the referral recommended by the program was followed-up on. Referrals are not recorded on the same part of the application as the survey.

If you have run into an error or problem you can’t solve

First, take a look at our training materials pages: https://fallingcolors.atlassian.net/l/c/LqULipoZ

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