Account Creation and Maintenance
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      Troubleshooting Graphium Platform Outage

      Related Questions: The site is not loading properly? The screen is white? I see a spinning wheel when I try to login? I was kicked out of the dashboard and can no longer login?

      Below is a list of troubleshooting tips to try:
       

      Troubleshooting Steps

      1. Verify if there are any Graphium outages by checking Graphium’s Status Page. 
      • If a new/ongoing outage is reflected on the status page, make sure to subscribe to updates by clicking the "Subscribe to Updates" button in the top right corner. Note: you will need to confirm your subscription to these updates via receipt of a confirmation email.

      • Once the outage has been resolved, you should receive a status update notification, at which time you can try logging into the site again.

      • If no connection issues exist, then proceed to Step 2.

      2.     Confirm your WiFi connection is working, by trying a different WiFi connection or a WiFi                hotspot you know is connected to the internet.

      • If your WiFi connection is indeed working, then proceed to Step 3.
      • If your WiFi is not working, consult your IT department for possible solutions.

      3.     Login using a different device and/or reboot the device you are currently using.

      • If you can access the site from another device, then consult your IT department for possible hardware/software issues related to your original device.
      • If you cannot access the Graphium site from any device, then proceed to Step 4.

      4.     Are you receiving an orange Error Message when trying to access the Graphium site? (see             possible error messages below and action steps to take - if you are receiving a pink Error               Message please proceed to Step 5.)

      • "YOUR ACCOUNT HAS BEEN BLOCKED AFTER MULTIPLE CONSECUTIVE LOGIN ATTEMPTS"

        Please contact Graphium Support and provide a description of the issues you are experiencing, including the error message received and Graphium's site version number, which can be found at the bottom of your screen.

      • "WE'RE SORRY, SOMETHING WENT WRONG WHEN ATTEMPTING TO LOG IN"

        Please try resetting your password using the following instructions:

        help.graphiumhealth.com/password-reset-from-the-graphium-dashboard

        If the error message still occurs, please contact Graphium Support and provide a description of the issues you are experiencing, including the error message received and Graphium's site version number, which can be found at the bottom of your screen.

      5.     Are you receiving a pink Error Message when trying to access the Graphium site? (see                     possible error messages below and action steps to take)

      • "AN ERROR HAS OCCURRED" 

        Please contact Graphium Support and provide a description of the issues you are experiencing and all steps taken to produce the error, including the error message received and Graphium's site version number, which can be found at the bottom of your screen.

      • "THERE WAS AN ERROR LOADING THIS PAGE" 

        Please contact Graphium Support and provide a description of the issues you are experiencing and all steps taken to produce the error, including the error message received and Graphium's site version number, which can be found at the bottom of your screen.