CT WiZ Technical Support

How can we help you?

CT WiZ System

Data/ Patient Records

HL7 Interface

Vaccine Inventory and Ordering

Can’t find your question or need more information?

If you can’t find your topic or need additional information, submit a ticket to our Helpdesk.  Please enter as much detail as possible to describe the issue or question and attach screen shots to the email.

For Firefox and Edge browsers: If you cannot fill in the PDF Helpdesk form, you need to change your .pdf application to open with either Adobe Acrobat (Firefox) or Microsoft Word (Edge).  You can change the application directly under Options or right click on the document and open with another format.

I can’t log into CT WiZ (existing user)

  • If you are experiencing problems connecting to CT WiZ, click on Trouble Logging In? and check the information on the page.
  • If you are receiving the following message when you try to log in, “This is an invalid username/password and/or your account is locked”, try the following:
    • Ensure you have the correct Username. Refer back to the email you received with your login credentials.
    • If your Username is correct but you cannot remember your password, you can reset your password using the Forgot Password? link to change it.You must set up your Security Questions before using the Forgot Password? Link.
      • Enter your Username.
      • Answer 3 Security Questions.
      • Enter a new password then re-enter your new password.
      • Try to log in again with the new password.
  • If you enter an incorrect password 3 times, your account is now locked. You need to contact our Helpdesk to have your account unlocked.

For additional help on this topic, submit a ticket to our Helpdesk.

I need to reset my password

If you forget what your password is and know what your Username is, you can reset your password in CT WiZ.  You must set up your Security Questions before using the Forgot Password? link. 

What happens when I log in for the first time?

  1. Click on Forgot Password? link to change your password.
  2. Enter your Username.
  3. Answer 3 Security Questions.
  4. Enter a new password then re-enter your new password.
  5. Try to log in again with the new password.
CT WiZ is down

If you are experiencing system issues with CT WiZ, check the News section on the Home Page (click Home on the left sidebar) for any current issues. 

If you continue to have problems, please try the below steps:

  1. Verify that you have the correct URL

https://ctwiz.dph.ct.gov/ctwiz/

    2. Try to navigate into another public site (example: Google). If the page is not loading, please contact your IT Helpdesk and report that you have issues with your Internet.

     3  Restart your computer.

For additional help on this topic, submit a ticket to our Helpdesk.

CT WiZ is running slow

If you are experiencing system issues with CT WiZ, check the News section on the Home Page (click Home on the left sidebar) for any current issues. 

Please try the below steps:

  1. Try to navigate into another public site (example: Google). If the page is spinning or slow, contact your IT helpdesk and report that you have issues with your Internet.
  2. Restart your computer.

For additional help on this topic, submit a ticket to our Helpdesk.

I am getting a system error/unstable behavior in CT WiZ.

Check for the following:

  1. Verify that you have connection to Internet.
  2. Clean your cookies.
  3. Restart your computer.
  4. You must use a supported browser. CT WiZ is supported in:
  • Microsoft Internet Explorer 9-11
  • Google Chrome
  • Mozilla Firefox

     5. Turn off Compatibility Mode in Internet Explorer.

  • If you mistakenly try to run CT WiZ in compatibility mode on Internet Explorer 7, 8, or 9, a warning message will appear on the Login screen telling you to turn off compatibility mode.
  • Disable compatibility mode via the Compatibility View settings from the Tools menu. Clear out the Download updated compatibility lists via the Microsoft check box and click Close.
  • The compatibility mode settings do not interfere with CT WiZ in Internet Explorer 10 and above.

      6. Turn off your browser's Pop-up Blocker.

  • The Pop-up Blocker must be turned off to ensure that CT WiZ sends all necessary messages. If you click a button and no window is rendered, check that the Pop-up Blocker is turned off.
  • If the Pop-up Blocker is turned on, a warning message will appear telling you to turn off the Pop-up blocker. Click on the warning message to disable the Pop-up Blocker.

      7. Turn on JavaScript in Google Chrome

  • Enable JavaScript via the Settings menu by clicking the Chrome "wrench" icon, located in the upper right hand corner of your browser window.
  • Click the "Show advanced settings" link, and then click the Content Settings buttons in the Privacy section.
  • Under Chrome's Content Settings, enable JavaScript by selecting the option labeled "Allow all sites to run JavaScript."
  • After making this selection, click the Done button to save your changes and return to the previous screen.

      8. Turn on JavaScript in Mozilla Firefox

  • Click on the Tools drop-down and select Options.
  • Select the Content section from the options at the top of the pop-up page.
  • Check the boxes next to "Block pop-up windows", "Load images automatically", and "Enable JavaScript."
  • Click OK to save your changes.
  • Refresh your browser by right-clicking anywhere on the page and selecting Reload or using the Reload button in the toolbar.

       9. Turn on JavaScript in Internet Explorer

  • Click the “gear” icon/Tools menu to the right of the Internet Explorer address bar.
  • Select Internet Options from the drop-down menu.
  • Next, select the Security tab at the top of the dialog box.
  • Then, select the earth (Internet) icon.
  • Then select the Custom Level button under the Security level for this zone section.
  • Locate the Scripting section within the list.
  • Under Active Scripting, select Enable, then click OK.
  • Answer Yes to the following conformation box.
  • Click OK to close the Internet Options window.
  • Refresh your browser by right-clicking anywhere on the page and selecting Refresh, or by using the Refresh button in the toolbar.

       10. Check the CT WiZ News section on the Home Page (click Home on the left sidebar) for any current issues. 

For additional help on this topic, submit a ticket to our Helpdesk.

I have data errors I need to correct.

This depends on the type of data error. 

For clinics reporting through HL7, you need to correct the data in your electronic health record system and resubmit the record.

For clinics entering and changing data directly in CT WiZ, you can go back to the screen where the data was entered.  If the field is shaded, you cannot change the data and will need to contact our Helpdesk.

For additional help on this topic, submit a ticket to our Helpdesk.

How do I report/correct duplicate patient records?

You can only flag a possible duplicate patient record in CT WiZ.  You cannot merge the records nor delete a record. Once you flag a record as a possible duplicate, a CT WiZ Admin staff will review the record and de-activate it, if appropriate.

Report/Correct duplicate patient records

 

For additional help on this topic, submit a ticket to our Helpdesk.

How do I run reports related to Patients/Clinic/Data Quality?

Data quality reports can be found under the Reports module in CT WiZ.  The Data Quality-User section contains numerous reports to assess the data quality of your clinic’s records. 

For additional help on this topic, submit a ticket to our Helpdesk.

I’m having issues with my existing HL7 Interface. 

Please try the following steps:

  1. Verify that your EHR system is working and sending the correct HL7 messages (contact your own IT Helpdesk if you are not sure).
  2. Verify that you have connection to Internet.
  3. Restart your services.

Electronic Health Record Exchange

For additional help on this topic, submit a ticket to our Helpdesk.

I am unable to place my CVP vaccine order.

Until your clinic is trained in ordering and accepting CVP orders in CT WiZ, CVP orders should be placed as you do now. If you have questions about ordering, contact your DPH CVP Coordinator.

In CT WiZ, if you are having trouble placing your order, ensure the following:

  • Your reconciliation is current.
  • You have administered all of the shots you added to patient records.
  • You have no older reconciliations open.

How to prepare a reconciliation

How to conduct a reconciliation

For additional help on this topic, submit a ticket to our Helpdesk.

My vaccine inventory is not decrementing (depleting).

Please try the following steps:

  1. Check that all of the shots you added to patients’ records have been administered.
  2. Find the Vaccines Added but Not Administered Report by going to the Reports module.The report will be under the Data Quality—User section.
  3. Review information on how to add immunizations.

For additional help on this topic, submit a ticket to our Helpdesk.

I need a new inventory location set up.

Currently the DPH CVP Coordinator sets up all inventory locations for the clinics.  If you need to set up a new location, submit a ticket to our Helpdesk