Skip to content
support@jubohealth.com
  • There are no suggestions because the search field is empty.

2.0 | Why Can Some Users Suddenly No Longer Sign In to VitalLink?

If a user was previously able to sign in to VitalLink with their PointClickCare (PCC) password but can no longer do so, their PCC password may have expired based on the password expiration settings configured in your PCC EHR.

The user may see the following message on the PointClickCare sign-in page, where they input their PCC credentials:

"There was an error logging you in. Contact your System Administrator to check your account. PointClickCare cannot reset passwords."

 

How to Resolve the Issue

Ask the user to update their password in PointClickCare:

  1. Sign in to PointClickCare EHR.
  2. Follow the prompts or navigate to the user profile page to update the password.
  3. Return to VitalLink and select Sign in with PointClickCare.
  4. Sign in using the updated PCC password.

 

The user should be able to access VitalLink after the password has been updated.

In some cases, users may still be able to access parts of PointClickCare with an expired password before they are required to change it. However, the expired password may no longer work when signing in to VitalLink.

 

If the Issue Persists

If the user still cannot sign in after updating their PCC password, contact the Jubo Support Team and provide:

  • The user's full name or PCC username
  • The approximate date and time of the failed sign-in attempt
  • A screenshot of the error message, if the message shows differently than the above

 

Our support team can then investigate the failed sign-in attempt further.

 

Note:

The most common reason users cannot sign in is an expired password. However, certain PCC security or permission settings, such as “Single Sign-on Login Only” or “Remote User,” may also trigger a similar error message on the sign-in page. Please consult your IT team or submit a support case to PCC or Jubo Support for further investigation.