What to do if you get an error message when submitting a case

We have received feedback that there is a technical issue with the Dec. 7, 2015, launch of our latest e-referral upgrade. Some providers are getting an error when they click submit to enter a case. If this happens, providers are instructed to clear their browsing history, including cache and cookies, then log back in to e-referral. See steps below for clearing the browsing history in your web browser. If this action does not correct the problem, please call the Web Support Help Desk at 1-877-258-3932.

Instructions for clearing your browser history:

Google Chrome

  1. In the browser bar, enter: chrome://settings/clearBrowserData
  2. Select the following:
    • Browsing history
    • Download history
    • Cookies and other site and plug-in data
    • Cached images and files
    From the "Obliterate the following items from:" drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select "the beginning of time."
  3. Click "Clear browsing data."
  4. Exit and quit all browser windows and reopen the browser.

Firefox

  1. From the History menu at the top of the screen, select "Clear Recent History." If the menu bar is hidden, press the Alt key on your keyboard to make it visible.
  2. From the "Time range to clear:" drop-down menu, select the desired range. To clear your entire cache, select "Everything."
  3. Next to Details, click the down arrow to choose which elements of the history to clear. To clear your entire cache, select all the items.
  4. Click "Clear Now."
  5. Exit and quit all browser windows and reopen the browser.

Internet Explorer 9 and higher

  1. Select Tools (via the Gear Icon at the top, right of the screen), then "Safety," and then "Delete browsing history." If the menu bar is hidden, press Alt to make it visible.
  2. Deselect Preserve Favorites website data, and select:
    • Temporary Internet files or Temporary Internet files and website files
    • Cookies or Cookies and website data
    • History
  3. Click "Delete." You'll see a confirmation at the bottom of the window when the process is complete.
  4. Exit and quit all browser windows and reopen the browser.