Troubleshooting

"Invalid credentials" on a password I know is right.

1. Confirm the email address. The Hub uses your full email, not a username.
2. Reset via Forgot Password. Reset emails arrive within 2 minutes; check the spam folder.
3. If reset emails never arrive, your address may be on a corporate quarantine. Email HRA and we can reset manually.

"Account locked" message.

Five failed attempts in a row triggers a 15-minute soft lock. Wait it out or reset your password to clear it immediately.

"Registration Under Review" appears after login.

Your organization is in Pending or Suspended status. For pending, allow up to 5 business days. For suspended, email HRA for the specific reason and remediation.

I forgot which email I registered with.

Email HRA with your facility or organization name. Verification call follows; no password is sent over email.

The Hub is tested on the last two major versions of Chrome, Edge, Firefox, and Safari. Internet Explorer is not supported.

The page looks broken or only half the buttons appear.

Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac). Clears the cached version.

Buttons do nothing when clicked.

JavaScript is blocked. Check that your browser is not in reader mode and that an extension (uBlock, Privacy Badger) is not blocking scripts on healthresponse.us. Allow-list the domain.

The site is slow only for me.

Try an incognito or private window. If fast there, a browser extension is the cause - disable extensions one at a time.

"Connection not secure" warning.

Your device clock is wrong, or you are on a corporate network with TLS inspection. Fix the clock first; if the warning persists, ask your IT to allow-list healthresponse.us for TLS pass-through.

I never receive emails from the Hub.

1. Check spam, junk, and quarantine folders.
2. Allow-list [email protected] in your mail filter.
3. Open Account → Notifications and confirm email notifications are enabled.
4. If the address is a distribution list, confirm the list accepts outside senders.

I am getting too many notifications.

Open Account → Notifications and turn off categories you do not need. Critical incident alerts cannot be turned off; everything else can.

Status digest never arrives.

Digests send at 7am Eastern. If you are on a different timezone and want a different send time, email HRA.

Three external services power autofill. When one is slow, the field will simply not populate; this never blocks submission. You can always type values manually.

NPI lookup returns nothing.

The federal NPPES API is occasionally rate-limited or down. Retry in 30 seconds. If still empty, type facility name and address by hand. Re-run the NPI lookup later from Facility → Profile when the service is back.

ZIP fills in the wrong city.

zippopotam.us returns the most common city for the ZIP code. If your city is on the boundary, overwrite manually. Submission accepts whatever you type.

Address pin is in the wrong spot on the map.

Nominatim (OpenStreetMap) is the geocoder. For new or recently-platted addresses it can be inaccurate. Drag the pin to the correct location on the map widget, or paste lat/lng manually into the form.

The map at /hub uses Ushahidi and requires WebGL plus access to map tile servers.

1. Try a different browser. Chrome and Edge have the most reliable WebGL support.
2. Disable VPN. Some VPN servers block tile providers.
3. Check chrome://gpu (Chrome) - WebGL should say "Hardware accelerated". If not, update your graphics drivers.
4. On corporate networks, ask IT to allow-list tile.openstreetmap.org and healthresponse.us/hub.

If the page loads but markers are missing, your category or date filter is too narrow. Click Reset Filters.

"File type not allowed" error.

The Hub uses server-side MIME detection (not the file extension). Renaming a .docx to .pdf will be caught. Allowed types: PDF, Word, Excel, PowerPoint, PNG, JPEG, plain text, CSV.

"File exceeds 25 MB limit."

Compress the file or split it. For images, save as JPEG at 80% quality. For PDFs, use a "reduce file size" option in your viewer.

Upload completes but the file does not appear in the list.

Refresh the page. If still missing, the upload was rejected silently by your network. Try from a different connection or a smaller test file.

I uploaded a sensitive document by mistake.

Email HRA immediately. We can hard-delete from storage and audit log on request; the file is not recoverable after that.

"Your session has expired."

Sessions time out after 4 hours of inactivity. Open a new tab, log in, then re-submit. Copy your text first - the new tab will not preserve unsaved work.

"Invalid request" or "CSRF token mismatch."

You probably submitted a form from a tab that has been open since a previous login. Refresh the page and re-submit. If it happens often, you may have multiple tabs logged in as different users - close them.

The form lost all my entries when I clicked submit.

A validation error rejected the submission and the browser refreshed. Scroll to the top - errors are listed in a red banner. We are working to preserve entries on rejection.

The Hub is responsive and works on phones and tablets. A few notes:

• iOS Safari prompts for camera access on photo upload; tap Allow.
• Some Android browsers (Samsung Internet older than v23) do not support WebGL well; switch to Chrome for the map.
• "Save to home screen" creates a near-native experience. The PWA respects the same login session as the browser.
• Field labels collapse to single column under 768 pixels. Buttons stay full-width for touch.

If a specific page is broken on your device, screenshot it and send to HRA with the device model and OS version.

When something fails, the Hub usually shows a friendly message followed by a code in parentheses. Quote the code when reporting.

• 400 - your input was rejected. Look at the red banner for details.
• 401 - you are not logged in. Refresh and sign in.
• 403 - your role does not have permission for that page or action. If you think you should have access, email HRA.
• 404 - the page does not exist. Check the link.
• 419 - CSRF token mismatch. Refresh the page.
• 422 - validation error on a submission. Scroll up for specifics.
• 429 - too many requests in a short window. Wait 1 minute.
• 500 / 502 / 503 / 504 - server-side problem. Try again in 60 seconds. If it persists, email HRA with the time.

Good bug reports get fixed faster. Include:

1. What you were trying to do.
2. What you expected to happen.
3. What actually happened, including any error code in parentheses.
4. The exact time (with timezone) and your email so we can match the server log.
5. A screenshot if possible.
6. Browser and operating system (for example, "Chrome 128 on Windows 11").

Send to [email protected]. During an active incident, mark the subject line URGENT.