Access Problems

Lack of Access

See the CIS Access section for reminders about requirements that must be met in order to gain access to AHS network (, Unified Access Network ( or Connect Care production (PRD) systems. An online report can be used to declare unexpected problems.

Password Hygiene

Physicians will be logging on and off Connect Care many times per day, indeed per hour. Mistakes happen. If, for example, one is accessing Hyperspace from outside an AHS network, then one's AHS ('Healthy' network) username, password and FOB soft token are needed at Once logged into the access portal, one selects Hyperspace and logs on again (possibly both to the Citrix server and to Epic). If one forgets one's credentials or enters them in error too often (3 times), then one's account may get locked. We have also noted some situations where use of certain special characters in an AHS password (#,%,&,@) can interfere with mobility logons.

Citrix Problems

Some access problems may relate to the Citrix Workspace software used by These may be solved by (re)installing a current version of the software.

Many physicians will connect to the portal using computers quite unlike the standard-issue AHS Windows desktop. Apple computers (Macintosh, iMac, Macbook, etc.) may interact with the portal and its Citrix software in unique ways and it can help to know a few configuration tips that make working with Hyperspace easier:

Some prescribers serve as Super Users, Power Users, Area Trainers, Provincial Trainers, Knowledge Leads, Medical Informatics Leads, Design Leads or Builders. They have access to other Connect Care environments optimized for prototyping, training, validation or other advanced tasks.

Getting Help

If access is frustrated by username or password failure, and you have time, consider fixing the password problem yourself. There is a self-service password reset tool available through the Identity and Access Management (IAM) portal (need to do this from within AHS networks or have a working RSA SecurID token):

It is important to know what to do in the event that one cannot get in to Connect Care when clinically active. If a clinician loses access previously provisioned, or otherwise cannot get in to Connect Care, and is on active clinical duty, call the IT Service Desk (877-311-4300) to request emergency help. The help desk knows that this is a top priority. Be ready with your full name and clinical role.

If a clinician has not been provisioned or finds that (s)he does not have the right access but is not currently on active duty, then contact the appropriate Zone Medical Affairs or use one of the following intake emails:

First, If self-help does not work or is not possible, contact IT Service Desk (877-311-4300).