User Account Issues

To minimize user account issues during setup and operationally eCTAS Coordinators should ensure hospital Facility Role Administrators (FRA) understand all user account setup processes and have completed the necessary training to fulfill their responsibilities. Facility Role Administrator Training recordings are available here. FRAs should also refer to the Administration Console section of this guide and familiarize themselves with the Site Role Management feature.

Common User Account Issues

The table below outlines common issues related to user account setup and recommended pathways for troubleshooting and resolution.

Scenario	Follow up with:
User has no ONE® ID	Your hospital's ONE® ID LRA to set up ONE® ID account
User has a ONE® ID that is locked or disabled	eHealth Ontario ONE® ID Service Desk to unlock/enable (see Support Contacts)
User has a ONE® ID that is active, but not enrolled to the eCTAS service for their facility	Your ONE® ID LRA to enroll to ONE® ID account to eCTAS service at your facility
User has a ONE® ID that is active and enrolled to the eCTAS service for their facility, but has not accepted the End User License Agreement (EULA) for the required eCTAS Environments	Your user to accept the End User License Agreement (EULA) by visiting the required eCTAS Environments and clicking 'Acknowledge' at the bottom of the screen updated
User has a ONE® ID that is active and enrolled to the eCTAS service for their facility User has accepted the End User License Agreement (EULA), but still cannot access eCTAS	Your hospital's eCTAS Facility Role Administrator to assign the appropriate user roles/profiles via Site Role Management
User has a ONE® ID that is active and enrolled to the eCTAS service for their facility User has accepted the End User License Agreement (EULA), and been assigned required roles/profiles by their Facility Role Administrator, but still cannot access eCTAS	Your hospital's eCTAS Coordinator should contact the eCTAS Service Desk (see Support Contacts)