CV validates user access against information retrieved from a user's PIV. If you continue to experience trouble logging in to CV after reviewing the following tips, please contact the service desk.
See Patient Search Errors for additional error troubleshooting.
Error Message | Resolution Steps |
Not a valid ACCESS/VERIFY CODE pair. | WHAT? Receive Not a valid ACCESS CODE/VERIFY CODE pair error on the Login page. WHY? 1) CV could not match your access and verify codes to the Site selected in the drop down or VA, or 2) Username and password were entered instead of access/verify codes. FIX IT: 1. VHA users must select the parent VistA host site for their facility (e.g., Wichita uses Kansas City, Missouri [MO]). 2. Re-enter correct Access and Verify codes (Computerized Patient Record System (CPRS) or VistA codes for VHA users). |
VERIFY CODE must be changed before continued use. | WHAT? Receive VERIFY CODE must be changed before continued use error on the Login page. WHY? CPRS VERIFY CODE has expired. FIX IT: 1. Open CPRS. 2. Select the Change Verify Code checkbox on the sign-on dialog before clicking OK. 3. You are prompted to create a new Verify Code. 4. Once your Verify Code is changed for CPRS, CV recognizes the new code immediately. |
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 CV 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. |
Page cannot be displayed. | WHAT? You receive a Page cannot be displayed error when launching CV. WHY? The CV URL requires certain internet explorer settings FIX IT: 1. With IE 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 Secure Socket Layer (SSL) 2.0 is NOT checked and that Transport Layer Security (TLS) 1.0, 1.1 and 1.2 are checked. 5. Click OK, then re-launch CV and the page should load. |
Smart Card required. | WHAT? Error message Smart Card required. WHY? Smart card not read by Windows Security and CV before launching CV link. FIX IT: 1. Close all browser sessions/browser-based applications. 2. Re-insert PIV card and re-launch CV link. 3. If this is unsuccessful, fully reboot your system to refreshes all connections. This resolves greater than 95% of any remaining problems. |