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 Portal ( or Connect Care production (PRD) systems. 

Prescribers who are unable to log in to Connect Care Hyperspace (PRD) should report this as an urgent problem by calling IT Service Desk & Solution Centre (1-877-311-4300), being sure to declare a CMIO physician/prescriber role requiring Connect Care access to perform clinical duties.

Password Hygiene

Physicians will be logging on to and off of Connect Care many times per day, indeed per hour, and mistakes may happen. If, for example, one is accessing Hyperspace from outside an AHS network, their AHS ('Healthy' network) username, password and hard or soft token are needed at; once logged in to the access portal, they select Hyperspace and log in again (possibly both to the Citrix server and to Epic). If they forget their credentials or enter them in error too often (3 times), then their account may get locked. In some situations, use of certain special characters in an AHS password (#, %, &, @) can interfere with mobility logins.

Password Changes

AHS credentials need to be updated periodically. The password expires approximately yearly, forcing selection of a new password. Connect Care users may be presented with a message that their password must be updated. Typically, a warning is issued a number of days before the change must be in place. 

There are two easy ways to take care of an AHS password change:

The changed password will be active for the next Connect Care login.

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 OR installing an earlier version (e.g., 2305.1 for Windows), or by ensuring that your browser's pop-up settings permit Citrix pop-ups.

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, SmartUsers (previously known as "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 an AHS network 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 (1-877-311-4300) 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 they do 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:

If self-help does not work or is not possible, contact IT Service Desk (1-877-311-4300).

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