Procedure
Trouble signing in
Work through the common reasons a sign in stops, and the steps that get you back into Pensieve or reach someone who can help.
A sign-in can stop for a handful of plain reasons. Work through the common ones here to get back into Pensieve, or to reach someone who can help.
Start here
- 1
Check the screen is ready
Confirm the screen is awake and the sign-in panel is showing.
Expected: a list of names and a PIN keypad.
If the panel stays away, the workstation may be waking or the link may be settling, so wait a moment and wake the screen again.
- 2
Enter your PIN slowly
Select your name and type your
PINwith care.Expected: the Chamber opens.
If the PIN returns you to the panel, enter it again slowly.
- 3
Wait out a held PIN
After several tries a PIN is held for a short while.
Expected: a message asks you to wait.
If the wait passes and sign-in still holds, move to the table below.
- 4
Reach your administrator
Ask your site administrator to check your account and reset your PIN.
Expected: your account is confirmed active and your PIN is reset.
If your account is new, accept your invitation first, then ask an administrator to activate it for the site.
Common signs and fixes
Match what the screen shows to the likely reason, then follow the fix.
| What you see | What it means | What to do |
|---|---|---|
| The sign-in panel stays away | The workstation is waking, or the link is settling | Wait a moment and wake the screen again. A dropped connection keeps the panel away. |
| Your PIN returns you to the panel | The PIN needs another try | Enter it again slowly. Reset it with an administrator if it slips your memory. |
| A message asks you to wait | The PIN is held for a short while after several tries | Wait the short period, then enter your PIN once more. |
| Your name is absent from the list | The account is being set up, or you are at another site | Accept your invitation, or ask an administrator to activate the account for this site. |
| Sign-in reports the account is paused | An administrator has suspended the account | Reach your site administrator to restore it. |
| The screen asks for a passkey | This workstation expects a passkey or hardware key | Use your PIN, or register your passkey with an administrator. |
When the sign-in panel stays away for a while, the workstation may have lost its link. The page on if the connection drops walks through steadying your work until the link returns.
A forgotten PIN
Your PIN is yours to reset. Ask a site administrator to send a reset, then set a new PIN when you next sign in. Your account and its history stay as they were through the reset.
A new account
A new account waits for two things: your invitation accepted, and your account made active for the site. Accept the invitation from the message you were sent, and an administrator activates the account. The page on adding a member of staff covers the administrator side.
Common questions
I forgot my PIN. What now?
Ask a site administrator to reset it, then set a new PIN at the workstation. Your record of past work stays intact.
My name is missing from the sign-in list.
Your account may be new, or held at another site. Ask an administrator to activate it for the site you are working at.
Sign-in worked yesterday and stops today.
Check your PIN first. If it still holds, an administrator can confirm your account is active and reset your PIN.
If you are already signed in and a patient record holds you at the boundary in an emergency, read Emergency access.
Reach your site administrator to reset a PIN or activate an account.