Patient FAQs

Q1. What if I can’t log in?
A1. You may be using an incorrect username / password, or you may not be using a supported browser. For patients, we support the following browsers: IE 6.0, IE 7.0, Firefox (PC), Mac Mozilla (Firefox), and Mac Safari. If you think you are using the right username and password, and a supported browser, and the problem continues, please complete the support form.

Q2. Why can’t I log back into my survey?
A2. If you closed out of the survey using the “X” in the upper right corner of your browser, the software will not recognize that you logged out and you will not be able to log back in until the survey has timed out. If completion of the survey is time sensitive, please complete the support form. Note: please remember to use the logout menu item instead of the X.

Q3. Why is the site not working or why was I kicked out of system?
A3. If you can reach other sites (e.g., Google, amazon.com) but not ours, please complete the support form.

Q4. Why is my survey “stuck” or not able to close?
A4. Please click the “Finish Later” button. This will log you out of the system. Once logged out, then log back in and try to click the “Next” then “Close” button again. If this does not work, please complete the support form. Note: this problem may occur when you use the browser navigation buttons instead of the “Next” or “Previous” buttons – please remember to use those buttons.

Q5. Why is my screen scrolling so much (horizontal or vertical)?
A5. We recommend a screen resolution of 1024 X 768. If you do not know how to set your screen resolution, please complete the support form.

Q6. What if I don’t see my problem on the list above or the things I tried didn’t solve the problem?
A6. Please complete the support form.

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