Authentication Failure: OrderConnect Session ID could not be obtained

Owned by Daniel Smith, created
Last updated: Dec 21, 2023
2 min read

 Problem

This error can occur when someone is attempting to access the Orders Console within Avatar from their Home View, but either does not have an OrderConnect account, or it is inactive. The Orders console shows on the Home View for nursing staff and prescribers:

If the staff member does not have an OrderConnect account or it is inactive, attempting to access this console and perform any actions within it will result in this error:

 Solution

The solution for this will necessitate one of the following:

  1. For nursing staff or prescribers with existing OrderConnect accounts, the staff should check to verify they have their OrderConnect password stored in the OrderConnect User Password Update form

  2. For nursing staff or prescribers with existing OrderConnect accounts, this error could also occur because their OrderConnect account is inactive. Please contact the Help Desk at helpdesk@telecarecorp.com or at 800-930-5952 to open a ticket for reactivation.

  3. For nursing staff or prescribers without an OrderConnect account, a UAR (User Access Request) will need to be submitted for this. Please check with your program’s admin staff.

  4. If the staff is an MHW, MHT, Recovery Specialist or similar type staff, please note that they are typically given the same Avatar Home View as nursing staff, but as they would not be involved in reviewing/ordering medication, they shouldn’t be accessing the Orders console.

 

Note that at this time, the Orders Console is only assigned to nursing and prescriber staff in Avatar that work for “24/7” programs. All other program types (e.g. Community, PM Only, etc.) would not be assigned this view.