Please review the following access and viewing errors if you are experiencing issues with the JLV application:
Not a VA user? See Troubleshooting for DoD Users
Patient search errors? See Troubleshooting Patient Search Errors
Additional resources for VA users:
Error | Troubleshooting Tips |
Access denied. You are not an authorized user. | WHAT? Error message indicating Access Denied. You are not an authorized User. WHY? PIV card processing problem or invalid security certificate chosen. FIX IT: 1) Close browser window. 2) Re-insert PIV card and re-launch JLV link. 3) Select a certificate that is not expired and specifies Issued by: Veterans Affairs CA B1. If this is unsuccessful, fully reboot your system. This refreshes all connections and resolves greater than 95% of any remaining problems. |
Could not save User Profile |
WHAT? Error message indicating Could not save User Profile. WHY? Error occurred during PIV authentication for VA users - typically a PIV card processing problem or an invalid security certificate chosen. FIX IT: (1) Close your browser window. (2) Re-insert PIV card and re-launch the JLV link. (3) Select a certificate that is not expired and specifies Issued by: Veterans Affairs CA B1. If this is unsuccessful, fully reboot your system. This refreshes all connections and resolves greater than 95% of any remaining problems. |
Not a valid ACCESS/VERIFY CODE pair | WHAT? Not a valid ACCESS CODE/VERIFY CODE pair error at login screen. WHY? JLV could not match your access and verify codes to the Site selected in the drop down or VA, or a username and password were entered instead of access/verify codes. FIX IT: 1) VBA users MUST select Veterans Benefits Administration from the Site from the drop-down. 2) VHA users must select the parent VistA host site for their facility (e.g., Wichita uses “Kansas City, MO”). 3) Re-enter correct Access and Verify codes (CAPRI codes for VBA users, CPRS codes for VHA users). |
Page cannot be displayed | WHAT? You receive a Page cannot be displayed error when launching JLV. WHY? The JLV URL requires certain internet explorer settings FIX IT: 1) With Internet Explorer open, click the Tools menu or press ALT-X. 2) Select Internet Options. 3) When the dialog opens, select the Advanced tab. 4) Scroll down in the list until you see the settings below and assure SSL 2.0 is NOT checked and that TLS 1.0, 1.1 and 1.2 are checked. 5) Click OK, then relaunch JLV and the page should load. |
SmartCard required | WHAT? Error Message Smart Card Required. WHY? Smart card not read by Windows Security and JLV before launching JLV link. FIX IT: 1) Close all browser sessions/browser-based applications. 2) Re-insert PIV card and re-launch JLV link. If this is unsuccessful, fully reboot your system to refreshes all connections. This resolves greater than 95% of any remaining problems. |
VERIFY CODE must be
changed before continued use
|
WHAT? Receive VERIFY CODE must be changed before continued use error at login screen. WHY? CPRS or CAPRI VERIFY CODE has expired. FIX IT: 1) Open CPRS or CAPRI. 2) Select the Change Verify Code checkbox on the sign-on dialog before clicking OK. 3) You will be prompted to create a new Verify Code. 4) Once your Verify Code is changed for CPRS or CAPRI, JLV will recognize the new code immediately. |
Your patient selection is limited. To access electronic health record data, please log into CAPRI. | A VBA user with a patient or site restriction in his/her user profile should log into CAPRI to view patient records. |
Browser window does not allow user to scroll to widgets or JLV buttons on the portal screen are not accessible. | To ensure proper viewing of widgets and other on-screen elements, it is recommended that JLV is accessed from a monitor set to a minimum screen resolution of 1024 x 768 and viewed through Internet Explorer 11 with zoom set to 100%. If browser window display issues persist, please check your monitor's screen resolution and browser settings. If necessary, log out of JLV, close the browser window, adjust the screen resolution, open a new browser window, and then log into JLV again.
For more information, see System Requirements. |
Connection Status alert or error displayed in Community Health Summaries and Documents – VA widget: One or more data sources could not be connected and some entries will not appear. or Error: DAS – Query failure. HTTP error |
These messages will appear when the VA VLER service is not available. If either message persists after 5 minutes, the user should contact support to report the connection error. |
Error displayed in Community Health Summaries and Documents – VA widget: Connection Error – No Data |
JLV received an empty or invalid payload while retrieving data from eHealth Exchange (eHX). |
An error occurred while attempting to retrieve the document. or An error occurred while attempting to display the document. |
These messages may occur when a user attempts to view a document in the Community Health Summaries and Documents – VA widget, but JLV is unable to retrieve the document or JLV is unable to convert the document to HTML. |
JLV Button in CPRS does nothing. |
WHAT? Clicking the JLV button in CPRS does not open JLV. WHY? If happening to all users, the JLV button may be configured incorrectly. If just happening to some users, they are likely using Google Chrome as their default Browser. FIX IT: 1) Click Start menu, then select Default Programs in right pane. 2) Click Set your default programs. 3) Click Internet Explorer from the list, then click Set this program as default. |