Occasionally, when using the IRIS site both IRIS Admin and IRIS Users may run into confusing error messages. See below for steps on how to resolve commonly occurring error codes. 

If the error you or a user are receiving is not reflected below, please escalate this issue to the App Management for further investigation. 

Admin Role Errors and Resolutions 

While it is not common for IRIS admins to encounter error codes, below are examples of common situations in which admins may come across an error code in the course of their role. 

Not Authorized to Access Page

Since IRIS relies on both the user-facing site (https://community.connectwithiris.org/) and the admin-facing site (https://community.connectwithiris.org/admin) the two sites must communicate with each other. Since all IRIS Support staff have Switch Access to all IRIS Communities, this can occasionally result in the admin portal directing you to a community you were previously viewing, regardless of if that is the community you need to be switched into. 

To resolve this, please do the following:

  • Check and make sure you are in the same Community as the IRIS User whose profile you are trying to modify.  
  • Click on the Organization listed in the User profile to find which Community they belong to.  
  • Use the Switch Access button to select the correct Community and try the profile update again.   


IRIS User Errors and Resolutions

IRIS users may also encounter error codes when navigating IRIS. Below are some examples of error codes reported by users and steps taken to resolve their issue.

Reset Token Invalid 

A user may encounter this error if they are attempting to use a password reset link that has expired. 

To resolve this issue:

  • Initiate a new password reset email.
  • Have the user clear their cache and then try to reset it again.   


Generic Referral Error Codes

Users that attempt to add a file format type not accepted by the system will receive an error stating the referral couldn’t be submitted. 

To resolve this issue:

  • Confirm the file type the user is attempting to upload.
    • Some file formats accepted: JPEG, PDF, PNG, docx  
    • If it is not an approved file type, the system will not accept the submission.
  • Confirm the file upload size.
    • If it's larger than the maximum file size listed under the question field in the /admin portal, the system will not accept the submission. 


 

 

 




Need help? IRIS Support | Last updated: April 17, 2025