Getting Started with HIFIS

In order to access HIFIS, you will need the following things: A computer or portable electronic device with: A reliable internet connection An up-to-date web browser The URL where the community's HIFIS 4 installation can be accessed The User Name and Password to a user account See also Activating your user account from an email link Logging in to HIFIS

Whenever you first access the HIFIS 4 website, you will see a Log In screen with (Also see a third field that says "Security Key"? Read this article instead.) Enter your User Name and Password, then click the Log In button. If you enter the wrong combination of user name/password, you will get an error message saying "The user name or password provided is incorrect." If you see that message, double-check that you spelled your user name correctly and typed in your password correctly. See also I don't know my password It says my account may be inactive It says my account may be locked

Whenever you first access the HIFIS 4 website, you will see a Log In screen with 3 fields: User Name, Password, and Security Token. (Don't see a Security Token field? Read this article instead.) Enter your User Name and Password. After you enter your User Name, you should receive a text message on your phone containing a one-time code and the label "HIFIS Two Factor Authentication Token:" Enter the one-time code you received in the Security Token field, then click the Log In button. Troubleshooting “The User name or password provided is incorrect” If you enter the wrong combination of user name/password, you will get an error message saying "The user name or password provided is incorrect." If you see that message, double-check that you spelled your user name correctly and typed in your password correctly. “Login was unsuccessful” If your user name and password are correct, but you entered the wrong security token, you will see an error message saying “Login was unsuccessful. Please correct the errors and try again.” If you see that message, that means you’ve entered an incorrect security token. See “Login was unsuccessful.” See also I don't know my password It says my account may be inactive It says my account may be locked "Login was unsuccessful"

If you've forgotten your password, the easiest thing to do is to click on the Forgot Password? button on the login page. When you click on that button, you'll get taken to a page where you'll be prompted to enter your email address or username. Then click the Reset Password button. After you click the Reset Password button, an email will be sent to the email address on file for your user account. Check your email for a link. See also: Activating your user account from an email link Choosing a strong password

If your user account is inactive and you try to login, you will see an error message saying that "Your attempt to log in failed. You may have an inactive account." (This is misleading. You definitely DO have an inactive account, no maybe about it.) Your user account may be inactive because it's a new account and has not yet been activated, or because you haven't logged in in a while and the account was disabled due to organizational policy. When an account is inactive, you need someone to activate it for you. Put in a support ticket for your account to be activated. See also My user account is locked

If you try to log in unsuccessfully 5 times, your account will become locked. You will see an error message saying that "Your attempt to log in failed. You may have a locked account." (This is misleading. You definitely DO have a locked account, no maybe about it.) Once an account becomes locked, you need someone to unlock it for you. Put in a support ticket for your account to be unlocked. Tip: your account became locked because someone (probably you) entered the wrong password 5 times in a row. Consider changing your password after your account becomes unlocked. See also "You may have an inactive account" I forgot my password

If you have Two-Factor Authentication (2FA) enabled for your community and you enter the wrong token in the Security Token field on the login screen, you will see an error message saying that "Login was unsuccessful. Please correct the errors and try again." This error means that you did enter the correct username and password, but there was something wrong with the 2FA component of the login. Most likely, you simply entered the code you were provided incorrectly - mixing up an 0 and a O, for example. Try logging in again: It probably already says your User Name, so leave that as is Re-enter your password, if necessary Hit the little "refresh" button next to the User Name field. This will generate a new security token. When you receive it, enter the new security token in the Security Token field. Refresh button on login screen It's possible that this could take a few tries. Sometimes the security token generated as ambiguous-looking characters, and you may need to generate a few security tokens before you get one without ambiguous-looking characters. Always remember to only use the most recently generated security token. Only the most recently generated token is valid; any other token will generate the same error message you are currently experiencing. See Also I’m not receiving SMS text messages

Most likely, you have been sent an email that looks something like the following:  Hi / Bonjour [your name],  An account has been created in HIFIS with your email address.  Please click the following link to finish setting up the account: [link] (Didn't get the email? See I'm not receiving emails from HIFIS) When you click on the link, you will be taken to a screen prompting you to set a new password:  Choose a password, then re-enter it, and click Save. Your password must comply with your organization's password policy (which should be listed on this screen), so you may be prompted to adjust your password if it does not meet the requirements. Once you have a new, approved password, you'll see a "Password Reset Successful" notice:  Finally, click the Log In button to proceed with Logging in to HIFIS.

If you're not able to activate your user account or reset your password from an email link, you can obtain a temporary password from a supervisor or support person. This password is good for only one login. Follow the steps to log in to HIFIS, but once you've done so, you will be prompted to set a new password. See also Choosing a strong password Activating your account from an email link

It can be tempting to pick a short and easy-to-remember password, like "password123" or something based on your daughter's name or your birthday. But please. Don't! HIFIS contains a lot of personal, private, and sensitive data about a very vulnerable population, so we take security very seriously. If someone were able to guess your password, they would gain access to all the client files, case notes, financial and health information that you yourself have access to. We would like you to take whatever steps you can to prevent that. The current best practices about internet passwords suggest that the best thing to do is to use pass phrases instead of pass words. For example, if you use a password of "Fluffy" which is your dog's name, a pass phrase might be "Fluffy is a sheepdog". Yes, you can use spaces in a passphrase! Experts suggest that the best passwords are long. The longer the password, the longer it takes for a hacker to crack it. But, on the plus side, if you come up with a good long pass phrase that you can remember easily and uses a combination of character types, you won't have to change it ever again!

That's inconvenient! One of a few different things might be happening: There's no email address on file for your user account, so HIFIS doesn't know where to send the email to. (If this is the case, someone needs to modify your user account) The email address associated with your user account is incorrect, so HIFIS is sending an email to the wrong destination. (If this is the case, someone needs to modify your user account) The email is getting sent out, but it's being caught in your spam filter. (If this is the case, just check your spam filter) The server isn't set up correctly, so emails aren't getting sent out at all. (If this is the case, your IT support needs to modify the server) Here is what you can do: First, wait a few minutes. There could be a delay, and the email just hasn't arrived yet. Next, check your spam filter. That's the easiest thing for you to do next, because it doesn't require anyone else to get involved. If you see anything in your spam filter from the HIFIS email address for your community, make sure you mark it as not spam, and add the address as a contact. If you're sure you didn't get the email, you could try triggering the email again. For example, initiate another password reset. If you still don't get the email, you could ask a coworker to try resetting their password, to see if they receive an email. If they receive an email and you don't, that means there's something specifically wrong with your account. For example, maybe the email address associated with your user account is incorrect. If they don't receive an email either, it's likely there's a larger problem. That means either something is wrong with their account too, or more likely, there’s a problem with the HIFIS email server. If none of that works, you can ask for a temporary password and also get someone to make sure the email address on file for your account is correct.

Uh-oh, that's not good! One of a few different things might be happening: The text message isn't being triggered to get sent. There's no phone number on file for your user account, so HIFIS doesn't know where to send the text message to. (If this is the case, someone needs to modify your user account) The phone number associated with your user account is incorrect, so HIFIS is sending a text to the wrong destination. (If this is the case, someone needs to modify your user account) Something is blocking the text message from being deliverd to you, like a spam filter. (This is the most inconvenient!) The server isn't set up correctly, so texts aren't getting sent out at all. (If this is the case, your IT support needs to modify the server) Here is what you can do: Make sure you can receive text messages at all: your cell phone is near you, you have cell reception, your phone is not on airplane mode, and your plan isn't out of incoming text messages. Next, wait a few minutes. There could be a delay, and the text just hasn't arrived yet. Patience might solve the problem! On the login screen, if your browser is saving the username and password so that it's already entered when you load the page, it could be that HIFIS doesn't know when it needs to send out a text message. Try clicking the Refresh button (the two circular arrows) to the right of your username. This will trigger HIFIS to send you a new text message. Get your supervisor involved: Ask your supervisor to confirm that there is a phone number attached to your account in the Security Key field, and that it's your phone number, and it's stored in the correct format. It should be 10 digits with no punctuation or spaces, like 6135551234. If the phone number on file is missing, or incorrect, or in the wrong format, the text messages won't get to you. If you've confirmed that the phone number on file is correct, you've tried hitting the Refresh button and you're still not getting texts, check if your supervisor (since they're already involved) or another coworker is receiving text messages when they login. If they don't receive a text either, it's likely there's a larger problem. If other people are receiving text messages and you aren't, the issue is unique to you. It's not your HIFIS user account because we've confirmed the phone number is correct, valid, and stored in the right format, so it could be your phone or your carrier. Try adding the HIFIS phone number for your community as a contact. It's possible that your phone's spam settings are blocking texts from unknown numbers in reaching you. If the HIFIS phone number for your community was already a contact, try deleting it and re-adding it as a contact on your phone. Check your text messaging application on your phone and look up your settings related to blocked numbers and spam filters. (Sorry we can't provide specific advice because there are just too many phones out there; if you need help, perhaps your organization has an IT person that can help you?) Make sure the HIFIS phone number for your community isn't explicitly blocked, and that your spam filtering settings aren't too restrictive. Text START to the HIFIS phone number for your community. It's possible that you have opted out of text messaging from that number (i.e. unsubscribed from the list) so to respect your wishes, HIFIS stopped sending texts to you. Probably not what you meant to do, but this should resolve the matter!