How to Sign In to ElderSuite and Fix Common Sign-In Messages

📝 Overview

Sign In is the window that establishes who is using ElderSuite on this computer and what they are allowed to do. It is not in a Center. It opens from the ElderSuite main window before anyone is signed in. See the ElderSuite Help Center Overview and Getting Started with ElderSuite: Your First Steps.

A successful sign-in opens the Clients window. If ElderSuite shows a message instead, each message is explained below in the wording that appears on the screen.

⚙ How It Works

Before You Start

The person signing in needs an employee record with a User Name and Password. See How to Add Employees and Set Permissions in ElderSuite. This computer needs to be set up for the ElderSuite account. See How to Use the Setup Wizard in ElderSuite and How to Install ElderSuite.

What Happens When You Sign In

If this computer already has an account set up, Sign In opens when ElderSuite starts. If the main window shows the provider selection panel instead, choosing a provider and using Open opens Sign In. When more than one provider is listed, choose the right one before signing in. The bold line at the bottom of Sign In names the account this computer is set up for. For how those list labels are named, see How to Rename a Provider in the ElderSuite Sign-In List.

Enter the User Name and Password from the employee record. Empty boxes show a gray prompt; typing in Password appears as asterisks. Sign In, or Enter, grays out the window and shows a please-wait message on top of it while ElderSuite checks the account, the credentials, and the provider database. The window stays on the screen during the check, but nothing on it can be clicked or typed into. When the sign-in succeeds, the current provider name appears on the main menu and the Clients window opens. See How to Use the Client List in ElderSuite.

The access level comes from the employee record, not from a choice on Sign In. The record marked Administrator grants Full Access. Any other employee record grants Limited Access.

If the password is a temporary password, Choose Your New Password opens so a new password can be saved before the sign-in continues. See How to Reset an Employee’s Password in ElderSuite.

Forgot password? is used with the mouse; the Tab key skips it, and the tab order runs User Name, Password, Sign In. The link opens the reset window for this computer's account. See How to Verify an Employee's Email in ElderSuite and What Happens When You Change Your Account Username or Password in ElderSuite.

Invalid User Name or Password. Please Try Again.

This message appears when the typed User Name and Password do not match an active employee record for this center. The same wording appears for a wrong entry, for either box left empty, and for an employee record marked inactive. Nobody is signed in; Sign In stays open with what was typed still in both boxes. Correct the entry that was wrong, use Forgot password?, or have an administrator review the employee record, including whether it is marked inactive. See How to Mark an Employee Inactive in ElderSuite.

Your computer is not authorized to access this provider or the provider account is unavailable.

The message continues, “Please run the Setup Wizard to re-authorize your computer.” This appears when the user name and password were accepted but the provider database could not be opened. Sign In closes, and the main window returns to the provider selection panel. Run the Setup Wizard to re-authorize the computer. See How to Use the Setup Wizard in ElderSuite, How to Find Your ElderSuite Account Number, and How to Manage Device Installations in ElderSuite. The same message can also appear after a connection problem while the provider database is being opened. See Troubleshooting Common Computer Issues with ElderSuite.

A shorter message, “Your computer is not authorized to access this provider.”, can appear before Sign In opens. It means this computer is not authorized for the account, for example after it was deauthorized. Run the Setup Wizard to authorize it again.

Account Not Available

ElderSuite may show that the account record could not be read, or that the account on this computer could not be read. On Sign In, that means the account check could not finish, or found no record for the account this computer is set up for, so the typed credentials were not checked. Sign In closes, and the main window returns to the provider selection panel; choose the provider and use Open to try again. If the message keeps appearing, contact MicroSolutions. On Forgot password?, the reset window does not open.

This computer has not been set up for an ElderSuite account yet.

The message continues, “Run the Setup Wizard first.” This appears when Forgot password? is used on a computer that has no ElderSuite account set up, and the reset window does not open. Run the Setup Wizard to set this computer up for the account.

The ElderSuite Account does not exist.

This appears when Sign In is used and no account is recorded for this computer. The account check runs first, so the typed credentials were not checked. Sign In closes, and the main window returns to the provider selection panel.

This account has been suspended.

The message continues, “Please contact MicroSolutions to re-activate the account.” This appears when the account check finds the provider record for this account marked suspended or inactive. The typed credentials were not checked, and nobody can sign in to the account until it is reactivated. Contact MicroSolutions to reactivate the account.

💡 Need More Help?

For step-by-step instructions, click Ask Eddie from within ElderSuite.