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Frequently asked questions

  • Updated

Here we will cover some general FAQs regarding various parts of Link2Feed. 

This article covers the following topics:

Database Information

What is the database built on?

Our database is built on SQL and Maria DB, based on PhP.

Do you have an API you can share?

We cannot open the back end for security reasons, but we have an API available.

Can the API be enabled for individual agencies?

No, the API can only be enabled at the network level.

Do we have backup servers if the web application crashes?"

The answer is yes. We have backups and high-availability solutions.

Our location doesn't have internet and we're considering purchasing an internet stick. How much data do we need?

SMALL FOOD BANKS- Small food using the Internet solely for Link2Feed purposes would likely use between 500 MB and 1GB per month on average.

LARGE FOOD BANKS- Larger food banks (serving over 1,000/month) would use up to 5GB per month.

Is Link2Feed HIPAA Compliant?

While Link2Feed uses the latest security best practices to keep data safe, we are not currently a covered entity under HIPAA and have not signed a BAA with any of our clients.

 

Login

I keep getting an error when logging into the system.

This error is called a CSRF Token. Please see the link below for what it means.
What is a CSRF Token?

I keep getting logged out of the system while actively using it.

Make sure that you're only using one tab and don't have any other ones open. The system has an inactivity timeout of 20 minutes. If you're logged into more than one tab but are using one more actively, once the other one times out, it will time you out of all tabs. Either keep active in both tabs if you need them or delete one and only use one tab.


Client Profiles

How do I delete a client?

The user requesting this should be a Network Administrator. Ask the user why, if they haven't already provided a reason.

Link2Feed does not allow users to delete clients for data integrity purposes.

If a client personally requests for their information to be removed from the database, please provide us with the client's name and client ID number and we will submit a ticket to our development team to remove this.

Client A is no longer part of household A. How do I remove them from the household?

Please see the link below for instructions on how to remove a household member.

How Do I Remove/Unlink a Household Member

How can I see a one-pager of a household's profile?

We have a View Mode available. You can find it directly under the name of the title of the tab you're on in the client's profile. See the link below for instructions on how to see the client's View Mode profile.

Case Management Features

How do I record a note in the client's profile without doing a forced review?

We have a View Mode available. You can find it directly under the name of the title of the tab you're on in the client's profile. If you scroll to the bottom of the view mode page, you'll see an option to add a note. This note will be put on the client's Notes tab as well. See the link below for instructions on how to see the client's View Mode profile.

Case Management Features

Do you have a copy of a paper intake form?

We have a sample form from another food bank provided to us. You can use it as a guideline and customize it to your fields.

See Link2Feed Intake Form - Oregon Food Bank English.docx at the bottom of this article. 

The system is automatically changing the entire address to something else when I update a profile.

This has to do with Google Chrome. It has an autocomplete feature that automatically updates all information in a client's address if one part is updated. To make sure it doesn't do this, you'll need to clear AND disable autofill from your device and any others that use Link2Feed. See the link below.

How Do I Clear Autofill Information?

I can't delete a visit. I get a red error notification at the top of the page.

If the visit you're trying to delete was also done with a survey, an error will occur. Contact Link2Feed if you would like both the visit and survey response deleted.

Languages

Chipewan is written as "Chipewan Dene Suline"

Lists 

Can I add/change an Ethnicity, Marital Status, Housing Type, and Level of Education?

You can add to Ethnicity, and Housing Type, under Lists please review the instructions here. 
Marital status & Level of Education are locked. 

We don't track delivery/referrals/marital status/country or level of education. Is there any way to remove this?

Referred By, Marital Status, Country, or Level of Education can be turned off within the Case Management Fields settings for the Network. Please see the information on how to modify settings here. 

As for tracking delivery, this is something that can be modified within program settings. 
For food bank standard programs navigate here. 
For generic programs navigate here. 

How do I add/remove a food/item provided?

Please review the instructions here on how to edit or remove an item from a list. 

Organizations/Users

We search by the client ID number at our food bank. Is there a way to set my default to that search option?

Absolutely. Please see the link here for how to set your preferred client search to client ID number.

Is there any way to go straight to the Services page to record a visit?

Yes. You can set your preferred client tab to the Services page instead of having to go through all of the tabs each time. Please click here for instructions on how to make that change.

We have a new intake staff person. Can you add them for me?

You actually have the ability to add users yourself at any time. Please click here for instructions on how to do this.

I added a new organization, but it isn't showing up on my list.

Once you've created an organization, you would have to go into the users' profiles of who should have access to them. The new organization will appear on the Organizations tab of your user's profile. Please let us know what type of programs the organization needs as Link2Feed will have to add them for you.

I added a new organization, but the Services page is blank.

Link2Feed currently manages adding programs. Please let us know what type of program it is and we'd be happy to add it for you.

Is there any way presently to have an email go out to clients indicating their appointment date and time?

There is not.

Is there a way to change the date of a signed consent on a client profile if the date was entered incorrectly? 

Currently, in the system, we don't have the option to edit the consent date on the Personal Tab

Would an agency need to have an appointment-based program in order for its users to have visibility to the CNCT application?

Yes, CNCT looks specifically for Appointment programs.

Do surveys that are in progress show results in the survey export? Or do they need to complete their run?

Yes, surveys in progress will show up in a Survey Export.


Reports/Exports

How does Link2Feed determine the household types in the HungerCount?

The household types are set by Food Banks Canada. The household types are mainly based on relationships between household members.

Click here for the breakdown of how each household type is calculated.


Diagnostics

I cannot get passed the Client Intake application page.

You may need to clear your browser cache. Click here for instructions on how to do this.

How can I figure out what type of device I have?

Please see the link below for details on how to find the software version of your Apple device.

https://support.apple.com/en-us/HT201685

Please see the link below for details on how to find the software version on your Windows device.

http://windows.microsoft.com/en-ca/windows/which-operating-system

My ScripTel Signature pad stopped working.

Try updating or reinstalling Scriptel to update the security certificate.
To attempt an update without reinstalling right now, please follow the following steps:

Open Chrome

  1. Type: https://localhost:8443
  2. Scriptel should come up -- Select to go to the next step - ignoring unsecure status.
  3. Select "Advanced option" - lower left.
  4. Select "connect regardless".
  5. You should see a red underline where you typed https://localhost8443

To confirm if you can now record signatures:

  1. Open Link2Feed.
  2. Open any client record.
  3. Pretend to process OR recertify.
  4. Select signature capture to test capturing feature.
  5. If the signature pad still does not work, then IT will need to reinstall Scriptel on your respective computers.

Error messages & pop-ups

Here are some errors you shouldn't consistently come across in Link2Feed, but if you do, this is what it means and the next steps that should be taken. 

  • 500 ouch error - something on the server has gone wrong, usually some sort of error in the code.  This always results in Link2Feed Support creating a bug ticket. When you submit a ticket for a 500 ouch error it is very helpful to attach an image of the error showing the URL, along with the steps you took leading up to the error message.
  • 404 error - this is the result of typing in the URL incorrectly or a link being copied incorrectly. The page you are looking for does not exist. If you submit a ticket to Support it is helpful to attach a screenshot or full-screen image of the error, clearly showing the URL.
  • 403 No Peeking! error - the page exists, but you do not have permission to access it. You need to talk to your agency manager/network admin if you think you should have access, the network admin can then look at your permissions and assign things accordingly.
  • Heavy Queue Load Full - a lot of other users are also trying to do that task.  Wait a while and try again later.

 

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