Troubleshooting

CANS Application users may run into technical issues from time to time. CBHI created these troubleshooting materials to give CANS users quick help on common problems.

If you do not find a solution here or have a complex problem, please call Virtual Gateway Customer Service: 1-800-421-0938 (Voice), (TTY: 617-847-6578 for people who are deaf, hard of hearing or speech disabled).

The Virtual Gateway “Top Five”

The Virtual Gateway compiled the top five reasons why CANS Users call its helpdesk, resulting in this quick reference grid pdf format of cans-vg-troubleshooting.pdf txt format of cans-vg-troubleshooting.txt

Workarounds

Some minor defects found in the CANS Application are being studied and will be fixed in future updates. In the meantime, these workarounds can help.

Basic CANS Functions

A quick reference for the most common functions in the CANS Application - Please note that more detailed information may be found in Reference Guides in How to Use the CANS on the Virtual Gateway.  

Computer and Browser Settings

Sometimes issues with the CANS Application may be due to computer settings on the user’s end. If you have trouble logging into the application or using any of its features, the following might help you diagnose the issue before you need to call Virtual Gateway Customer Service.

Getting Help from Virtual Gateway Customer Service

800-421-0938 (Voice)

617-847-6578 (TTY for people who are deaf, hard of hearing, or speech disabled)

You will be greeted by a recorded message that will prompt you to “Press #1 for Provider.” You then will be directed to a secondary menu:

Press #1 for Virtual Gateway password resets and login issues
Press #2 for questions about CBHI/CANS Application

If you have a training or certification question, e.g., trouble logging onto the CANS training website, trouble with CANS recertification, missing CANS training certification key, etc., Customer Service will transfer you directly to the CANS Training Program (UMass). 

 
Customer Service Assistance

 
What You Will Need to Provide

  • General questions about the Virtual Gateway
  • Technical questions or system issues
  • Virtual Gateway access or login questions

 

 

  • Name, organization, phone number, and e-mail address Business service you are working on
    Screen/field you were working on (if applicable)
  • Description of the issue or error message (if applicable)
  • How critical is the issue? Is it preventing you from doing your work?
    • If Customer Service cannot resolve your issue immediately, we will issue a ticket number, provide a workaround (where possible), and continue working to resolve the problem.
    • We make every effort to respond to your call immediately. If you do not respond to our follow-up efforts to reach you within 10 days, the ticket will be closed and you will need to call Virtual Gateway Customer Service again.

 

 

 


This information is provided by MassHealth.