In order to log into MatrixCare via the DS smart® application, your MatrixCare user account must be properly configured. Occasionally there are problems with the configuration. This guide will show you how to troubleshoot common issues.
1 - Double-check Username
MatrixCare may have multiple types or styles of usernames for a single caregiver. The first step is to verify if that is the case and try other usernames.
Some examples are:
| Incorrect Version | Correct Version |
| jdoe8181 | jdoe8181@yourcommunity.com |
| jsmith8181 | jsmith@yourcommunity.com |
Unfortunately DS smart Customer Support does not know your MatrixCare username and whether or not any are valid.
2 - Verify User Profile / Security Template
In order to login to DS smart, your MatrixCare user must be assigned to a clinical profile or security template that has access to submit vitals for a resident.
3 - Check for Locked-Out SSO Account
If your community uses SSO to login to the MatrixCare website, AND there are older non-SSO accounts, those older non-SSO accounts may be locked out. If that is the case, there's a workaround:
- Have an admin reset the user's non-SSO password.
- NOTE: they don't actually use this password with SSO so they can set it to some dummy password and then forget it.
- This is done by signing into their MatrixCare web site
- Search for the user's account
- Click on the Change Password button
- Set it to something (again, it is just a "dummy" password that won't actually be used)
- This should unlock the non-SSO side of their accounts and resolve the invalid user error.
4 - Facility Associations
This issue is least likely to occur, may still happen in certain cases.
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1. Log onto the MatrixCare website.
2. Select the Corporate menu, then User Search and find the user you want to check.
3. Locate the Associations box, and select Update.
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| 4. To enable access to one or more facilities via DS smart, uncheck the Region and/or District checkboxes and check next to individual facilities. |
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