Troubleshooting Quick Guide

Owned by Tracy Archuleta
Last updated: May 12, 2022
5 min read

Logging In

  1. URL. Make sure you are at the correct URL: star.bhsdstar.org

  2. Username. Your username is the email address you used to register.

  3. Forgotten Passwords. You can reset your password at any time. To do so, click the Did you reset your password? link on the login page, and enter your email address. You’ll receive an email with a link to create a new password. This link is valid for 24 hours.

  4. Inactive Accounts. This should be taken care of before the project begins, but if you get an error message saying your account is inactive, please contact your manager, who should be able to assist you.

    1. For Managers: When an account has been reactivated, the reactivation is temporary and only lasts until 10:00 pm that night. At that point, the account will become inactive again. So please make sure users log in before 10:00 pm on the day the account is reactivated. Otherwise, you can try again the next day.

Essential Steps: Check these things before escalating an issue

  1. Tabs. It is possible to run into complications if you are using multiple tabs. Please make sure you have the CSS application open in only one tab at a time.

  2. Browser. The application works best in Chrome or Firefox. If you’re experiencing errors, they can often go away if you switch to using one of these browsers (if you were using a different one).

  3. Connection Issues. If pages are loading slowly, or if you receive an error message after a very long loading time, that usually indicates a connection issue rather than a bug. Please check your computer and internet connection, shut down any other applications that are open, and perhaps sign out and sign in again or reset the computer.
    It’s common to enter duplicate information when experiencing connection issues. To avoid this, If you had to refresh a page, double-check that the information you entered is not saved already before trying to enter it again.

Common Problems

  1. Survey not submitting. 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 the 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 friend or supervisor to check with fresh eyes.

  2. Different questions pop up on different surveys. This is normal - there is data not visible to all users that will trigger different questions to appear on the survey. Just ask all the questions that do pop up, and don’t worry if they’re different from another survey.

  3. 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. It’s also possible the survey was accidentally set to a new status. Whatever the situation, please make sure to copy down information about the call attempt ASAP (see below), as these sorts of issues are hard to track without identifying information.

  4. I need to reassign the language of the member. If a caller is discovered to prefer Spanish and is not marked as such, do not reschedule the call - rather, select Survey then click the Reassign to Spanish Speaker option.

  5. Surveys are missing from tables. This is most likely to happen when surveys for a particular MCO/Entity have been totally filled out. When the MCO is closed out, the surveys will disappear from view. It’s also possible the surveys have changed status - check all tabs to see if you can find it there.

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

  1. Take the information down ASAP. If you think there is something wrong with a call attempt that will need to be followed up on later, copy down the information as soon as possible. This will help speed up the resolution process and, in some cases, the issue will have to be dropped if we don’t have any identifying information. The most essential information is the Member ID (see the next section) and the Date and Time of the attempt.

  2. Ask your Manager. The project managers have a lot of experience working through problems - and they also have great information about the specific computer setups you will be using that the Falling Colors Support Team does not have. If they need to contact the support team - we will be glad to assist.

PHI and Locating Member IDs

When contacting Falling Colors Support, it is very important that you do not include any Protected Health Information (PHI) in your emails.

What is PHI? PHI is health information that contains identifying factors that link it to a specific person. PHI is protected under the HIPAA Privacy Rule Falling Colors identifies PHI based on HIPAA. The CSS application is secure, but our support application is not, so we cannot use PHI in support emails.

What types of information make something PHI? PHI is any health information that contains names, dates of birth, social security numbers, addresses, phone numbers, or any other personal information that could be used to identify or locate the client. You can read a complete list here: What is Considered PHI under HIPAA? 2024 Update

How do I identify members or call attempts to Falling Colors? The member’s identification number is the most efficient and HIPAA-safe way to identify a call attempt The member ID is anonymous, and only authorized users can open client records with it. You can locate the member ID number:

  1. Next to the member’s name in the Call Attempt screen (that is, when you’ve clicked on the member’s name in a list) or

  2. On any tab in the HOME screen of the CSS Dashboard or To get to the HOME screen, click the HOME link at the top-right of the screen.


The member’s name and ID will display in each of the 4 tabbed sections you see on the HOME screen: Today’s Callback, Dropped Calls, Spanish Speaking, or Find. With Find, you will need to enter some information to bring up the call attempt record.

As an example, here’s where to find the Member ID numbers in the Dropped Calls tab:

What if I can’t obtain the Member ID? If you are having difficulty obtaining a Member ID, there are still ways to locate a call attempt. Generally, the name of the caller and the time/date of the last call will be enough, but if the issue is brought to Falling Colors, we can investigate further.

If you have any questions, or if anything is confusing, we ask that you please err on the side of caution rather than send us member PHI. We’re happy to assist!