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Note: The following FAQ’s relate to YASI, SPIn, SPIn-W and CaseWorks software applications.
Q: I cannot view the PS Results/FA Results/Conceptualization and an Adobe icon is displayed.
A: Your computer may not have the required minimum version of Adobe Flash Player. All Orbis software requires version 9.0.124 as a minimum. You can confirm your current version by clicking on the following link:
http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
If your Flash Player is out-of-date, you can download the latest one here:
http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_15507
If you do have a compliant version, but are still having trouble, please contact Orbis Partners’ support team.
Q: I cannot login to my account. I was originally using the wrong password, but even with the correct one, I cannot access the system.
A: If you have made multiple unsuccessful attempts, you account is probably locked. Please contact you application administrator or Orbis Partners’ support team.
Q: I can no longer see clients I previously had access to.
A: Sometimes cases are inadvertently closed and will result in the client not showing up in the standard search results. Try performing an extended search using the magnifying glass with the plus (+) symbol. If you still cannot access the client, the client may have been transferred to another user; contact your supervisor to have them perform the same search.
Q: Goals and Action Steps do not “stick” when I click the Update button (note: does not apply to CaseWorks).
A: The goals and actions steps each have their own Update/Save button. Ensure that the appropriate button is clicked for the section that you are editing.
Q: If I export the narrative or case plan, any changes I make are lost once I return to the application.
A: Exported documents are always reflective of the current information in the application. As such, any changes to the document will be overwritten the next time the document is exported. To maintain a history of document changes, you must save separate copies to your computer.
Q: Some questions do not update and the some screens don’t display properly in Firefox or Safari.
A: YASI, SPIn, SPIn-W and CaseWorks support Internet Explorer 6 and newer. For IE8 usage, your browser must be configured to run in Compatibility View.
Q: The leftmost part of CaseWorks is not visible.
A: A minimum resolution of 1024 by 768 is required. If any Internet Explorer panes (i.e. folders, favorites, history,…) are visible, you must close them to properly run the application.
Q: Upon my return to the application, after a period of inactivity (approximately 20 minutes), I am forced to login and I lose all unsaved progress.
A: This was an intentional design, for security and data accuracy reasons. If your computer is left idle for an extended period of time, this will prevent a passer-by from further changing or viewing data. Also, if a significant amount of time has passed since the data was loaded on the screen, the details that you are viewing/modifying may no longer be accurate. It is a good practice to save every 10-15 minutes to keep your information current and avoid being forced to login again.
