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Troubleshooting

Troubleshooting Issues and Getting Support for EpiTrax

The resources below are included in this guide to assist you in the event you require assistance with troubleshooting problems encountered within the EpiTrax Surveillance System or you need additional support while using the application.

User Timeout

When the EpiTrax application is open but you have been inactive, a pop-up may appear stating that you will be automatically logged out soon.

Click the small “x” to close the alert box
- Closing the message as soon as possible will allow time to click something else within EpiTrax to avoid the timeout.
Click on or navigate anywhere in EpiTrax to avoid being logged out
- If the message continues to pop up even after the user has become active again, logging in and out will reset it and resolve the pop-up.
If you are logged out, log back in to resume your work.
- Users logged out by this type of alert can log back in to resume their work, but all changes not saved (using the Save & Continue button while working) will be lost before being logged out in this way. If you were working in a Person Record during the timeout, the record may remain locked to other users until you log back in and click the Save & Exit button in that record.

Error: Bad Request

Some users will experience an error when logging in that says "Bad Request. Your browser sent a request that this server could not understand."

When this happens, there are a few important troubleshooting steps to take. If troubleshooting does not resolve your error, please reach out to CDPHE_EpiTrax_Support@state.co.us

Clear browsing data, specifically your cookies and cache
- Chrome browser users- select the right-hand drop-down and "clear browsing data" to start this process.
- Chrome browser users should ensure all three items listed have a checkmark in the box to the left.
Ensure your browser is up to date.
- If they need to update, chrome browser users will have a notification in the top right of their browser window.
Close out all tabs, and your browser windows completely
Relaunch your browser and attempt to log in to EpiTrax

If you cannot get past the Bad Request error, attempt to log in to https://epitrax.colorado.gov/ from a private browsing window.

Chrome browser users can open an incognito window by keying CTRL + Shift + N.
If your login works here, your next step is to turn off browser extensions.
Chrome browser users - select "extensions" and "manage extensions" from the right-hand drop-down window. Toggle the on/off button for any recently added extensions.

CMR Locked

Sometimes, users will come across CMRs currently being worked on by another user, showing a Person Locked message with corresponding workflow options in the CMR because EpiTrax only allows one person in the record to edit.

IMPORTANT: When considering whether or not to unlock a record in EpiTrax, please reach out to the user currently in the record, if possible, BEFORE unlocking it to avoid that user losing any unsaved work.

Attempt to check if the user in the record is able to save and exit

Hovering over Person Locked displays the user information. Try emailing or messaging the user first so they can save their work.
- If the user is unavailable, click the Force Unlock button
- This will force the other user out and open the record in view-only mode.
Click the Force Unlock & Edit button if additional edits are needed
- This will force the other user out and open the record in edit mode.
Click Save & Exit when finished to avoid locking the record again
- Save & Exit ensures that all work is saved and the record is unlocked.

Cannot Access Record

Occasionally, a task may be assigned to a user with a condition or other parameter their user account is currently not set up to permit access to. In these cases, follow these steps to resolve the issue.

IMPORTANT: This issue can potentially cause delays to a public health investigation if not addressed immediately. Contact your administrator for assistance if you see the message in the screenshot.

Have your EpiTrax Administrator confirm your user access
- No administrative permission to view a condition is typically the cause.
- If this was done incorrectly, the administrator can correct it for you.
If access is correct, request the task be reassigned
- This will ensure a person with adequate access can process the task in a timely manner to complete the investigation.

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