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Background
If you cannot log-in to your HMIS account, reference our tips below to resolve your log-in issues.
Tip #1 Accessing the Clarity Live Site
If you are having general difficulties logging into your account, double-check to see if you are logging into the Clarity live site. OC HMIS contains two versions of HMIS; a live site with real client information and a training site with fictitious client information. The login screens for these two sites are virtually identical, so you should double-check the URLs for confirmation that you are logging into the right site.
- Clarity Live Site: https://oc.clarityhs.com/login ⭐
- Clarity Training Site: https://octrain.clarityhs.com/login ❌
Tip #2 No Password Reset Email
If you have not received a password reset email after requesting one there are several things you can do:
- Wait: Clarity does not automatically generate password reset emails. These emails can take up to fifteen (15) minutes to generate so staff members should be patient when requesting a password reset email.
- Check Junk/Spam Folders: If you cannot find the password reset email in your inbox, you should check your junk and spam folders to see if it was accidentally flagged as spam.
- Contact IT: If you have waited an extended period of time and have checked your junk and spam folders but have not received a password reset email, your should contact your IT department for further assistance. Some internal network settings may be preventing the email from reaching your inbox.
The following image is what a password reset email will look like in your inbox:
From: Orange County Clarity System <[email protected]>
Subject: Reset Password
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Hello ***** ******. You recently requested to reset your password for your Clarity Human Services account. Click the button below to reset it. If you did not request a password reset, please ignore this email or contact support to let us know. This password reset is only valid for the next 60 minutes. Thanks
P.S. We also love hearing from you and helping you with any issue you have. Please contact support if you want to ask a question or say hi.
Your password reset request was made from the IP address ***.***.***.**. |
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Questions? Visit our online wiki: get.clarityhs.help |
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© 2021 Bitfocus, Inc., or its subsidiaries. All rights reserved. |
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Tip #3 Password Reset Link Expired
If the link to reset your password in the password reset email you received does not work, and you have received a token error message, then the time limit to reset your password has passed. Once received in your inbox, the password reset link is only valid for a period of sixty (60) minutes. If this occurs, you will need to request another password reset email.
Tip #4 Account Disabled due to Inactivity
If you received an error when logging in that your account was disabled due to inactivity, or you received an email stating that your account is now disabled due to inactivity, then you will need to contact your agency administrator to have them assist you in reactivating your account. User accounts are automatically disabled after a period of inactivity of more than sixty (60) days. If this occurs, you will need to complete the HMIS Reactivation training course alongside the HMIS Skills Test in order to have your account reactivated. Once all training materials are complete, your agency administrator will submit a ticket to the OC HMIS Help Desk to have your account reactivated.
Please note that when your account is reactivated you will have until the end of business that day to login. If you miss the login timeframe, your account will be deactivated and you will need to contact your agency administrator to have it reactivated again.
Tip #5 Account Locked
If you received an error message when logging in that your account was locked, you will not be able to attempt to login again until the two (2) hour lockout time has passed. Users are automatically locked after four (4) failed password attempts. If this occurs, you will need to contact your agency administrator to have them submit a ticket to the OC HMIS Help Desk to unlock your account. Once your account is unlocked you will need to submit a password reset request to change your forgotten password.
Tip #6 Contact System Administrator Error Message
If you receive an error message that states "Unable to log in. Please reach out to your System Administrator" when trying to login, then Clarity HMIS is currently unable to locate your user account. To resolve this issue, clear your browser cache and then restart your computer.
Tip #7 Multi-Factor Authentication (MFA)
All users are required to enroll in an MFA method upon their first successful login. Users can enroll in the following MFA methods: Auth0 guardian app, Google/Microsoft authenticator app, Proton desktop authenticator app, phone number or email address. If you submit an incorrect authentication code multiple times in quick succession, your account will be locked. If this occurs, you will need to contact your agency administrator to have them submit a ticket to the OC HMIS Help Desk to unlock your account.
