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Login and Access Issues

Problems signing in to OmegaAI, receiving invitation emails, and resetting passwords. These entries reflect the most common causes RamSoft Support sees, in order of likelihood.

I can't log in - start here​

Work through this in order; each branch has a different fix:

  1. Did you ever complete registration? If you received an invitation email but never finished the sign-up flow, there is no account to log into yet. Find the invitation email and complete registration first. If it expired, ask your administrator to resend it.
  2. Does the login page offer the wrong sign-in method? For example, it only shows "Continue with Google" and never asks for your password. Your account's identity method is misconfigured - this needs a RamSoft-side reset. Contact support; after the reset, support will resend a new invitation email - use the link in that new email, not your original invite, to choose your login method.
  3. Does login succeed and then show a white/blank screen? Clear the browser cache (or test in a private/incognito window and another workstation), and confirm you're on a supported, up-to-date Chromium-based browser (Chrome, Edge, or Opera). If it only happens on one machine, local software - typically antivirus - is interfering. Two network-level causes to check with your IT team: an error mentioning LoginPage.html contains script errors (AADB2C90047) means the login page host omegaaiuserflow.blob.core.windows.net is being blocked and needs allowlisting; a net::ERR_NETWORK_ACCESS_DENIED in the browser console points to corporate network or content filtering blocking OmegaAI. To read these, open the browser console (F12, or Cmd+Option+I on a Mac, then the Console tab) - see How to Gather Diagnostics.
  4. Are your credentials rejected? Type the password manually (don't trust autofill), and confirm you're using the exact email your organization registered. If the account email was created with a typo, an administrator can correct it only if you've never logged in with it; once an account has been logged into, the email is locked and a new account must be created with the correct address.
  5. Did you log in successfully before, and now nothing works (or you're bounced back to login)? Your organization administrator may have deactivated your account. Ask them to check your status under Users & Roles and reactivate it if needed.

Still stuck? Note which branch you're in, the exact error text, and the time of the attempt - and contact your OmegaAI administrator first; most access issues are resolved at the organization level.

Invitation or password emails never arrive​

Symptoms

  • A referring physician or new user never receives the invitation, login, or password-reset email
  • Clicking an old invitation link shows a black screen

Likely causes

  1. The email address on the user record has a typo (verify character by character in Users & Roles - a one-letter difference in a surname is the classic case)
  2. The recipient's email provider is filtering OmegaAI mail (RamSoft's logs usually show delivery succeeded)
  3. You already registered from this link - once you've completed registration, use the normal OmegaAI login URL instead of re-clicking the invite

What to try

  1. Verify the registered email spelling in Users & Roles, fix it if wrong, and resend.
  2. Ask the recipient to check spam/junk and have their IT allowlist OmegaAI's sending domain.
  3. If they already registered, point them to the regular login page - the black screen is what happens when a registration link is clicked again after the account is already set up.

Password reset fails or keeps locking the account​

Symptoms

  • Self-service reset fails with "An invalid value was presented for a property."
  • Repeated attempts lock the account

What to try

  1. Stop retrying. Failed sign-in attempts and repeated password resets accumulate, and once the threshold is hit the account is temporarily locked (support has quoted around 30 minutes, though the exact window can vary). Continuing to retry extends the problem rather than solving it.
  2. Wait out the lockout, then try once more before escalating.
  3. If the reset keeps failing even though your new password meets every requirement shown, that's a platform-side fault, not something you're doing wrong: contact support with your login email and the exact time of the attempt. Support can't set a new password on your behalf - they escalate the fault, and once it's fixed you run Forgot Password yourself once more.
  4. Note: a security timer blocks password changes shortly after a recent change - if you just changed it, wait a few minutes and try again; if it still fails after that, contact support.

The MFA verification code doesn't arrive, or keeps being rejected​

OmegaAI's second factor is a one-time code sent to you by email or text message, not a code generated by an authenticator app, so there's no app to re-enrol and no device clock to correct.

What to try

  1. Check the email address or mobile number the code is being sent to. A typo (especially in an email domain) is the single most common cause, the code is sent successfully, just to the wrong place. Have your administrator verify it character by character.
  2. Check spam/junk, and wait a moment before requesting another, requesting several in quick succession makes it easy to enter an older one.
  3. If you're locked out from repeated attempts, wait it out rather than retrying, see the lockout note below.
  4. If codes still don't arrive or are rejected after the address is confirmed correct, contact RamSoft Support.

PIN or password? (a common point of confusion)​

Older OmegaAI accounts used a 6-digit PIN. Password sign-in became the standard in November 2025 (see the release note), but existing PINs continue to work, you aren't forced to switch. RamSoft recommends moving to a password when convenient. If you're being asked for a password and only ever had a PIN, use the password reset flow to set one.

Blume patients may also sign in with a federated account (Google, Apple, or Facebook) instead of either, see Blume Patient Portal Issues.

Sessions expire unexpectedly​

What to try

  1. Your organization enforces a session timeout policy - a consistent interval points to policy; ask your administrator.
  2. Signing in on another device may invalidate this session if concurrent sessions are limited.
  3. A cookie-clearing browser extension - add omegaai.com to its allow/exclude list so it stops wiping your session (check the extension's own settings; see also Clearing cached site data).
  4. Antivirus or security software interfering with sign-in - see below.

Logged out the moment you open a study (on one computer)​

Symptoms - a specific, recognizable pattern:

  • OmegaAI loads fine, but launching any study bounces you back to the login screen.
  • It happens on one specific computer - the same user works normally on another machine, and other accounts hit it on the affected machine. The problem follows the computer, not the account.
  • It's intermittent or "started on its own" - often a security product updated itself or switched on a web-protection feature in the background (users are sometimes unaware antivirus is even installed).

Likely cause: antivirus / "internet security" software is inspecting or blocking the encrypted connection OmegaAI uses to renew your session in the background, so it silently logs you out. It's easily mistaken for an OmegaAI bug.

What to try

  1. Run the OmegaAI System Check on the affected computer - failures in its Network or Storage sections strongly suggest security software is blocking OmegaAI. Save/copy the report for support.
  2. Test in a private/incognito window to rule extensions in or out (see Gathering Diagnostics). A private window still uses the system antivirus, so if it also fails there, suspect antivirus over an extension.
  3. Ask your IT or security team to test whether the antivirus's web / HTTPS / SSL-scanning feature is the cause, and to add the allowlist entries in Browser and sign-in exclusions. This test involves briefly reducing protection on a workstation that handles patient data, so it belongs with whoever owns security at your site rather than being done ad hoc, and protection must be restored immediately afterwards.

Still stuck? Tell support which antivirus/security product is installed (including anything pre-installed on the machine) and attach the System Check report - that detail is often what pinpoints it.