CC Connected Troubleshooting FAQ

If the team leader says they have contracted someone, both have signed the agreement, and the new team member has created an account but does not have any green buttons to add a team member, events, etc.:

Possibility #1 - What is the effective date on the agreement? If later than today, the team member has no role access to add team members, etc. until the effective date. The only way to fix this is to start over and send a new agreement.

Possibility #2 – if the agreement date is today or earlier, then has the team member returned to the screen where they can click on Check Agreement Status? They must click on that button as the last step in the process. If they login to CCC without clicking on Check Agreement Status, they will have an account but will not have role access yet. If they skipped the button, they can go back to the original email titled “You are invited,” click on the URL, login to CC Connected and it will take them to the screen with the Check Agreement Status button. They can click it and proceed from there.

If the team member clicks on Sign Agreement and it does not open to the agreement, but to a sign-in page of Adobesign:

This means the TL (Team Leader) contracting them either opened the agreement first or they already signed it. They will have to start over and send a new agreement. The TL (second signer) should not touch Adobesign until the team member says they are finished signing.

If the team member is in Safari and gets errors or stoppers, tell them to disable the pop-up blocker in Safari. 

They can re-enable the pop-up blocker once they are successfully in CCC with their proper role access. This might also happen in other browsers. Check the top of the screen for any notices that pop up blockers have prevented an action.

If team member gets message “Cannot create an account at this time”: 

Possibility 1: They should make sure they only have one tab or window open to CC Connected. Close all CCC tabs, clear browser cache, click on the email invitation link, and try again.  It might even work just by closing all other tabs, without clearing cache.

Possibility 2: They created an account in a previous step or attempt. They should try logging in with the email and password already created and it will take them back to the point in the process they had gotten to previously if they get there via the invite email link.

If a team member says they have tried to login, but it does not recognize their email or password:

Have they created their account first? No users exist in this system until they create their account from the “You are invited” email. They should click on the unique invite URL in the email and then click on Create Account at the bottom of the login box. Follow the process from there to create an account and sign their agreement. (Some users had thought they would have the same login and password as the current portal, but this is not true. They are creating a new account in this system.)

If the TL says they see their team member listed more than once in their Team:

Possibility #1 -The team member might have clicked the Check Agreement Status button more than once. (All buttons are one click – no need for double clicking anything)

Possibility #2 – the team member does not have ccconnected.com saved/bookmarked, so they are going back to the invite email and accessing the system every time from the link in that email. Every time they access via this link, they will create a new role on their account.

Need further assistance? Please feel free to reach out to Customer Care at customerservice@classicalconversations.com