What should I do if I am unable to login?

• If you are having issues logging into ALIS, what is most likely happening is that a ‘www’ was entered before your community’s ALIS URL. Check to make sure the ALIS URL looks something like this: https://youcommunityname.alisonline.com.

• If you still find yourself having issues logging in or navigating through ALIS, the first thing you will want to do is try clearing your cache.  To clear the cache in Chrome:

1. Click on the icon with the three horizontal lines at the top right hand corner of the Google Chrome browser
2. Go to Tools–>Clear browsing data
3. This will open a pop-up window. Make sure the “Empty the cache” and “Delete cookies and other site and plug-in data” options are checked and at the top where it says “Obliterate the following items from”.  Make sure to choose “the beginning of time” option in the drop down box.
4. Click “Clear browsing data”
5. You will now need to log back in to ALIS

• Administrators must enable logins for all other staff.  Support can not do it for them.  Make sure the username is correct, which can be verified in ALIS under the Staff details page.  Verify the user has the checkbox “Login Enabled” checked on the Staff Details page.

Additional troubleshooting:

• Verify the user has a security role defined that allows for logging in, which can be changed on the ALIS Staff  Basic Information details page. (Caregiver, Faculty Administrator, etc.)
• Reset password, then verify username/password combination works. Do this in the Chrome browser.
• Restart your browser and try logging in again.