A User is Getting the “Sorry there was an Error on that Request. Please Try Again” Error at Login

Issue

A Portal user is getting the "Sorry there was an Error on that Request. Please try again" error when they attempt to log in. How do I fix this issue?

Environment

Kipu EMR, Patient Portal, Roles: Super Admins, Features: Manage Users, Manage Portal Accounts

Solutions

Solution 1

Portal user is in Active status and has at least one Active connection.

We have identified that if the user was disabled, disconnected from the chart, then invited to the Portal again, their user account remains suspended on the backend even after they confirm their account and move to the Active status.

1. Open the portal account page. You will see that the user's status is Enabled.
2. Disable portal user.
3. Wait for 1 minute for the status to propagate.
   1. Warning: Do not disconnect any charts in the Connections section.
4. Re-enable the portal user. This action resets the suspended status on the backend, and the user should be able to log in.

Solution 2

It is also possible that the portal user changed their portal email but never confirmed the new email address.

1. Ask the user to confirm their new email.
2. If the new email is incorrect open their portal user account and click on the edit button. Then enter the correct email and click Save.
3. Portal users should receive a “Please confirm your new email address” email – they need to click on the confirmation link

Important: Currently, if the confirmation link has expired or the user wants to cancel the request and use the original email, this portal user is stuck. Please contact Kipu Customer Support.

Solution 3

The portal user is in Active status and does not have any active connections.

On the first login attempt, the user will see a blank screen, but once this session expires, they'll start getting the "Sorry something went wrong." error on login.

If the user is supposed to have connected charts:

1. Open the patient chart the portal user needs to access
2. Verify patient/contact has the correct email matching the portal user’s email
3. Click Invite to Portal.
• The patient/contact will need to set their password one more time to re-connect this chart to the portal user. They can use the same password they had before. (User can reset their password in the My Account section in Patient Portal or by using the Forgot Password workflow from the login page.)