⭐ Check out the latest features available in Cloud! ⭐

    View Categories

    How Do I Fix Common Issues in Care Control Cloud?

    Kieran Worth

    If you are unable to access Care Control Cloud applications, the issue is often related to your account permissions or site mapping. Below are the most common scenarios and how to resolve them.

    Checking User Permissions

    Only someone with access to Organisational Management (usually a manager) can check and update permissions.

    Steps:

    1. Open Care Control Cloud and go to Organisational Management.
    2. Select Users.
    3. Find the staff member experiencing issues and click the eye icon.
    4. Check Access Roles → confirm the user has access to all the apps they need.
    5. Go to Site Mapping → ensure the staff member is mapped to all required sites.

    Checking In-App Permissions

    If permissions are still an issue after step 1, the manager should check in-app permissions.

    Steps:

    1. In the Organisational Management app, go to Permissions.
    2. Make sure you are in Permission Management.
    3. Select the relevant app, then go to User Permissions (left-hand menu).
    4. Search for the staff member and confirm their permissions.
    5. If missing, click Add User Permissions in the bottom right and assign access.

    Fixing “No Active User Account” in Care Control Launcher

    1. A manager opens Organisational Management in Care Control Cloud.
    2. Go to Users.
    3. Find the staff member (toggle Show Deactivated Staff if needed) and click the eye icon.
    4. Open Site Mapping → click Edit and ensure the user is mapped to all required sites.
      • If a site is missing, update User Access Roles to include the correct site.
    5. If issues persist, open the Security tab and choose one of the following:
      • Reactivate
      • Unlock
      • Reset (most common, unless locked out due to too many PIN attempts)

    Fixing “Error Generating Link” in Care Control Launcher

    If the Launcher displays “Error Generating Link”, the account is likely inactive.

    Steps:

    1. A manager should open the Organisational Management app in Care Control Cloud.
    2. Go to Users.
    3. Locate the staff member (turn on Show Deactivated Staff if necessary) and click the eye icon.
    4. Select Security on the right-hand side.
    5. Press Reset → this sends a reset email to the staff member, who can then follow the instructions to reactivate their account.
    Was it helpful ?
    Table of Contents
    ↑ Top