Login Issues

 

by | July 1, 2019

 

Hi Sylvia,

Cropping for images on the Custom Questions tab is next on our list. If you’re looking for an immediate workaround, you can try using a website like http://resizeimage.net and cropping the image to 350×350 pixels. We’ll have an update for this soon that will allow you to crop like you can right now on the Questionnaire tab.

We’ve also fixed the login issue when trying to access the site via https://beta.frenalytics.com/login/ – thanks for reporting this to us.

We’re finalizing an update on our end that will show incorrect answers for any questions that are missing them. I’ll send you another message as soon as that’s ready.

Thanks for your patience as we work through these issues. I’m looking forward to hearing how your participants respond to Therapy Sessions!

Cheers,

Matt

Hi Matt,

I just opened up a new therapy session, and the custom questions are now showing up! I have noticed that for the questions with pictures, the size isn’t adjustable like it is with the regular questions. Is there a way to adjust the pictures for the custom questions using a similar tool that the site already uses for the regular ones? Also, some of the regular questions do not have incorrect answers entered yet. These are probably the main fixes, and then I should be able to start running therapy sessions with the participants!

Thanks so much!

Best,
Sylvia

Hi Sylvia,

Thanks for the links, that’s actually really helpful (I ran into the same error when trying to login) and will help us come up with a fix.

I also wanted to let you know that we just released a fix for the missing Custom Questions bug. Please try again now and let us know the result.

More to come soon regarding the other issues you’re facing.

Have a nice rest of your weekend!

Thanks,

Matt

Hi Matt,

Here’s the link that doesn’t work (got to this link by clicking the login button the on the main Frenalytics page): https://beta.frenalytics.com/login/
Here’s the link that does work (no forward slash at the end; got to this link by clicking the login button on the activate your account page): https://beta.frenalytics.com/login

Some questions I didn’t provide answers to and would be good test questions are “who else is your friend” and “who is in your living room.” Thank you so much for answering all my questions! I’ll let you know if anything else comes up. In the meantime, I’ll continue inputting info the families recently gave me.

Best,
Sylvia

Hi Sylvia,

Regarding the login issues, can you send both the link that works and the link that doesn’t? That seems pretty odd, and I’d like to get down to the bottom of that.

Regarding questions showing up that you didn’t provide answers to, we’re about to roll out a fix for that, but if you want to send some questions that shouldn’t be showing but are, we can test to make sure they are hidden until a right answer is provided.

Right now, any question that has an answer on the Questionnaire tab will be shown, and you can pause and resume a session at anytime. We’ll soon be introducing a new Dashboard screen within Therapy Sessions that will let you pick which questions get asked in a Therapy Session – more to come on that soon.

Regarding questions with only a right answer showing, we’ll have a fix for this very soon as well.

Regarding Custom Questions not showing, we’re still looking into this and our team will send an update once it’s fixed. The questions and answers you’ve been entering from family that I’ve seen so far are great!

Apologies for these issues – they stem from a new Therapy Session page we introduced right before Avenidas started officially using Frenalytics.

Let us know if we can help at all with anything else.

Thanks,

Matt

Hi Matt,

Thanks for checking in! I’ve been able to login, but only by clicking the login button from the activation email you first sent a few weeks ago. Trying to access the login page from the website still gives the internal error message. The more pressing issue is probably with the therapy sessions.

I can input answers on the questionnaire page now, which is great; however, I opened up a few therapy sessions to see what the questions were like and some of the questions I had not filled in answers for showed up. Is it possible to add in a function where the user can verify which of the questions are ready to be placed into a therapy session, sort of like an extra check? Also, is it possible to adjust the number of questions in a therapy session? Currently, all 51 questions show up (some questions with the correct answer filled in, but no incorrect options); is the intent to go through some of the therapy questions at a time and return to the therapy session at a later point? Finally, none of the custom questions showed up, which is unfortunate because the patients’ family have been giving really specific memories that lend themselves to good, even more personalized questions.

Apologies for the lengthy email! Thank you so much.

Best,
Sylvia

Hi Sylvia,

Just checking in on this issue – from looking at your other email, it seems like you’ve since been able to login, but let me know if you’re still having problems.

Thanks,

Matt

Hi Matt,

Thanks! Hope you’re having a lovely time in London. I tried using my phone’s hotspot and logging in using Chrome’s incognito mode, but unfortunately, it didn’t work. I also tried logging in with my personal laptop at home, and that did not work. Last Friday afternoon I was able to log in and create a profile for one of our seniors, but from Monday onwards, every time I try to log in, the internal error message keeps coming up. Thanks for your continued help on this issue.

Best,
Sylvia

Hi Sylvia,

Greetings from London – hope you had a nice Fourth of July!

Thanks for providing that screenshot. As we continue to look into this issue, could you try temporarily using your phone’s hotspot (or another Wi-Fi hotspot outside of the Avenidas network) and login using Chrome’s Incognito Mode? When I visited Avenidas last year there was an issue with the network there blocking access to Frenalytics, and I suspect that’s what might be happening here. However, this workaround should allow you to access your account in the meantime.

Thanks,

Matt

I’ve attached a screenshot

Hi Sylvia,

Thank you for that info. Can you open up a browser and navigate to the following address: https://api.frenalytics.com/api/values/? Can you copy/paste or provide a screen shot of the results?

Thank you,

Tim Ungacta

Frenalytics Support

Hi Tim,

  1. I’m connecting from a desktop.
  2. I’m connected to both Ethernet and wireless.
  3. My boss also could not log in on her computer, and the same message about an internal error popped up.
  4. When I connected my computer to my mobile hotspot, it still did not work.

Hi Sylvia,

We apologize for the issues you are experiencing. Can you provide and/or confirm the following information:

  1. The device you are attempting to connect from, i.e. laptop/desktop/phone
  2. Whether you are connected via wireless or hard-wired via cable (Ethernet)
  3. If the issue is reproducible on another device
  4. If the issue is reproducible while connected to another network, i.e. via a mobile hotspot

Thank you,

Tim Ungacta

Frenalytics Support

Hi,

I’ve tried to log in to Frenalytics on both Chrome and Explorer, and an error message keeps popping up. I was also wondering if the questionnaire tab can be edited by me; last week when I checked, it said the information was read-only, and I was unable to find an edit button, although I was able to write custom questions.

Thanks,
Sylvia Choo

[A screenshot of a cell phone Description automatically generated]

14 Responses

  1. Sylvia says:

    Hi,

    I’ve tried to log in to Frenalytics on both Chrome and Explorer, and an error message keeps popping up. I was also wondering if the questionnaire tab can be edited by me; last week when I checked, it said the information was read-only, and I was unable to find an edit button, although I was able to write custom questions.

    Thanks,
    Sylvia Choo

    [A screenshot of a cell phone Description automatically generated]

  2. Tim Ungacta says:

    Hi Sylvia,

    We apologize for the issues you are experiencing. Can you provide and/or confirm the following information:

    1. The device you are attempting to connect from, i.e. laptop/desktop/phone
    2. Whether you are connected via wireless or hard-wired via cable (Ethernet)
    3. If the issue is reproducible on another device
    4. If the issue is reproducible while connected to another network, i.e. via a mobile hotspot

    Thank you,

    Tim Ungacta

    Frenalytics Support

  3. Sylvia says:

    Hi Tim,

    1. I’m connecting from a desktop.
    2. I’m connected to both Ethernet and wireless.
    3. My boss also could not log in on her computer, and the same message about an internal error popped up.
    4. When I connected my computer to my mobile hotspot, it still did not work.
  4. Tim Ungacta says:

    Hi Sylvia,

    Thank you for that info. Can you open up a browser and navigate to the following address: https://api.frenalytics.com/api/values/? Can you copy/paste or provide a screen shot of the results?

    Thank you,

    Tim Ungacta

    Frenalytics Support

  5. Sylvia says:

    I’ve attached a screenshot

  6. Matt says:

    Hi Sylvia,

    Greetings from London – hope you had a nice Fourth of July!

    Thanks for providing that screenshot. As we continue to look into this issue, could you try temporarily using your phone’s hotspot (or another Wi-Fi hotspot outside of the Avenidas network) and login using Chrome’s Incognito Mode? When I visited Avenidas last year there was an issue with the network there blocking access to Frenalytics, and I suspect that’s what might be happening here. However, this workaround should allow you to access your account in the meantime.

    Thanks,

    Matt

  7. Sylvia says:

    Hi Matt,

    Thanks! Hope you’re having a lovely time in London. I tried using my phone’s hotspot and logging in using Chrome’s incognito mode, but unfortunately, it didn’t work. I also tried logging in with my personal laptop at home, and that did not work. Last Friday afternoon I was able to log in and create a profile for one of our seniors, but from Monday onwards, every time I try to log in, the internal error message keeps coming up. Thanks for your continued help on this issue.

    Best,
    Sylvia

  8. Matt says:

    Hi Sylvia,

    Just checking in on this issue – from looking at your other email, it seems like you’ve since been able to login, but let me know if you’re still having problems.

    Thanks,

    Matt

  9. Sylvia says:

    Hi Matt,

    Thanks for checking in! I’ve been able to login, but only by clicking the login button from the activation email you first sent a few weeks ago. Trying to access the login page from the website still gives the internal error message. The more pressing issue is probably with the therapy sessions.

    I can input answers on the questionnaire page now, which is great; however, I opened up a few therapy sessions to see what the questions were like and some of the questions I had not filled in answers for showed up. Is it possible to add in a function where the user can verify which of the questions are ready to be placed into a therapy session, sort of like an extra check? Also, is it possible to adjust the number of questions in a therapy session? Currently, all 51 questions show up (some questions with the correct answer filled in, but no incorrect options); is the intent to go through some of the therapy questions at a time and return to the therapy session at a later point? Finally, none of the custom questions showed up, which is unfortunate because the patients’ family have been giving really specific memories that lend themselves to good, even more personalized questions.

    Apologies for the lengthy email! Thank you so much.

    Best,
    Sylvia

  10. Matt says:

    Hi Sylvia,

    Regarding the login issues, can you send both the link that works and the link that doesn’t? That seems pretty odd, and I’d like to get down to the bottom of that.

    Regarding questions showing up that you didn’t provide answers to, we’re about to roll out a fix for that, but if you want to send some questions that shouldn’t be showing but are, we can test to make sure they are hidden until a right answer is provided.

    Right now, any question that has an answer on the Questionnaire tab will be shown, and you can pause and resume a session at anytime. We’ll soon be introducing a new Dashboard screen within Therapy Sessions that will let you pick which questions get asked in a Therapy Session – more to come on that soon.

    Regarding questions with only a right answer showing, we’ll have a fix for this very soon as well.

    Regarding Custom Questions not showing, we’re still looking into this and our team will send an update once it’s fixed. The questions and answers you’ve been entering from family that I’ve seen so far are great!

    Apologies for these issues – they stem from a new Therapy Session page we introduced right before Avenidas started officially using Frenalytics.

    Let us know if we can help at all with anything else.

    Thanks,

    Matt

  11. Sylvia says:

    Hi Matt,

    Here’s the link that doesn’t work (got to this link by clicking the login button the on the main Frenalytics page): https://beta.frenalytics.com/login/
    Here’s the link that does work (no forward slash at the end; got to this link by clicking the login button on the activate your account page): https://beta.frenalytics.com/login

    Some questions I didn’t provide answers to and would be good test questions are “who else is your friend” and “who is in your living room.” Thank you so much for answering all my questions! I’ll let you know if anything else comes up. In the meantime, I’ll continue inputting info the families recently gave me.

    Best,
    Sylvia

  12. Matt says:

    Hi Sylvia,

    Thanks for the links, that’s actually really helpful (I ran into the same error when trying to login) and will help us come up with a fix.

    I also wanted to let you know that we just released a fix for the missing Custom Questions bug. Please try again now and let us know the result.

    More to come soon regarding the other issues you’re facing.

    Have a nice rest of your weekend!

    Thanks,

    Matt

  13. Sylvia says:

    Hi Matt,

    I just opened up a new therapy session, and the custom questions are now showing up! I have noticed that for the questions with pictures, the size isn’t adjustable like it is with the regular questions. Is there a way to adjust the pictures for the custom questions using a similar tool that the site already uses for the regular ones? Also, some of the regular questions do not have incorrect answers entered yet. These are probably the main fixes, and then I should be able to start running therapy sessions with the participants!

    Thanks so much!

    Best,
    Sylvia

  14. Matt says:

    Hi Sylvia,

    Cropping for images on the Custom Questions tab is next on our list. If you’re looking for an immediate workaround, you can try using a website like http://resizeimage.net and cropping the image to 350×350 pixels. We’ll have an update for this soon that will allow you to crop like you can right now on the Questionnaire tab.

    We’ve also fixed the login issue when trying to access the site via https://beta.frenalytics.com/login/ – thanks for reporting this to us.

    We’re finalizing an update on our end that will show incorrect answers for any questions that are missing them. I’ll send you another message as soon as that’s ready.

    Thanks for your patience as we work through these issues. I’m looking forward to hearing how your participants respond to Therapy Sessions!

    Cheers,

    Matt

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