Logging into the FHQ
- Forgot my password: On the login screen, the patient can click the ‘Forgot Password?’ link to reset their password. They will need to input their username and an email will be sent containing a link to reset their password. Note, they may need to check a spam filter for the email, and if multiple attempts have been made, only the most recent link/email will work.
- Forgot my username: If the patient has forgotten their username, they will need your help. You can log into Progeny, open the Invites module, search for their invite and look for the Web User ID (their username) and provide that to them so that they can then log in or use the forgot password link to reset their password first, then log in.
Navigating the FHQ
We recommend completing the FHQ on a desktop or laptop computer, or on a tablet with at least a 10” screen. If patients are having trouble with the FHQ, clarify first what device they are using.
- Patients have trouble navigating the family section of the FHQ at times. The Build Your Family page, where the patient enters the number of siblings, children, aunts and uncles they have, is used to build the pedigree and can only be edited once. After the patient has passed this page, they cannot go back to edit those numbers. At that time, if they need to delete an individual, they can do so using the trash can icon (on the add nieces and nephews and add cousins pages) or the Delete Individual button on the Describe your family pages. To add an individual, they can use the Add Sibling/Add Aunt/Uncle button on those pages or the Add Family Member button on the Describe your family pages (see screenshots below).
- Moving through the family table can also be confusing for some patients. To move from the ‘My Family’ tab to ‘My Mother’s Family’, patients often want to click the tab headings. Instead, to navigate this section, they need to use the Next and Previous buttons (see screenshot below).
Locked Questionnaires
- Most questionnaires are set to lock once the patient completes and submits them. If a patient tries to return to the questionnaire after submission, they will receive a ‘Locked Questionnaire’ message, indicating they cannot make any further updates to the data. If you are contacted by a patient and would like to allow them access to their questionnaire to make updates, you can do so. Open the Invite Status module and find the patient’s invite. In the Actions menu, select Unlock Invite (see screenshot below). This will allow them to access the questionnaire until they again submit it, at which time it will lock again.
Troubleshooting other issues
- For any issues that arise that you are unable to solve, please ask your patient to clear their cache (for instructions on this, you can share this link: https://www.a2hosting.com/kb/getting-started-guide/internet-and-networking/clearing-a-web-browsers-cache-and-cookies) and try different browsers to see if the issue persists.
- We recommend Chrome, Firefox or Microsoft Edge. Internet Explorer is no longer supported by Microsoft and should not be used.
If the issue is not resolved, try to gather as much information as possible from your patient. This can often help our Tech Support team pinpoint the problem and save you and the patient time and energy.
- What device they are using (Desktop, Laptop or Tablet 10in or bigger)?
- If they are using a mobile phone, please instruct them to use a desktop, laptop or 10″+ tablet
- What browser they are using?
- Where were they in the FHQ?
- What exactly were they doing leading up to the issue?
- Was there any error pop-up or message?
- Can they provide a screenshot of the page they were on or any error messages they got?
Once you have as much detail as you can gather, please reach out to our Technical Support team by email (support@progenygenetics.com) or phone (800-776-4369).