Common Errors and How to Solve

Guidance for anyone supporting providers or trying to fix their own problems in Sugar/ecConnect. Check here before sending ticket!

How to See Active Roles
Did you know that you can quickly see a list of privileged roles based on your Council (Team), a particular Site (Account Record), or by a specific Role Typ...
Wed, 28 Apr, 2021 at 11:02 AM
Merging Duplicate Contacts
Why are duplicate contacts an issue? – Users log into the portal as a contact. If an individual has multiple contact records, each with different roles, the...
Wed, 28 Apr, 2021 at 10:46 AM
Provider Can't Log-in
This article will guide you on how to assist a Provider with Logging into ecConnect. If a Provider needs helps with a new or existing Colorado Shines or...
Wed, 28 Apr, 2021 at 11:31 AM
Primary/Director Contact Can't See Their Site's Info in ecConnect
Below are the steps to assist a Director or Primary contact, who can not see their Site/s, successfully log in to ecConnect and see their Program's QI ...
Thu, 6 May, 2021 at 11:50 AM
Coach Can't See Their Site's Info in ecConnect!
The most common reason a Coach wouldn't be able to see info for a site that they are coaching is that their role is not set up properly in Sugar.  ...
Tue, 17 Nov, 2020 at 3:41 PM
Change In Primary/Director Contact at a Site
When there is a change in leadership at a Childcare provider site, this information will need to be updated in Sugar so the new contact will have all the pe...
Wed, 2 Jun, 2021 at 11:32 AM
"Unable to connect to your council" issue solution!
If you receive the "Unable to connect to your council" error when applying for Grant Funding in Colorado Shines here is a possible solution that y...
Mon, 7 Jun, 2021 at 10:41 AM
How to enter a Backend Spending Request through Sugar
While this is not encouraged (definitely always go through ecConnect to create and submit spending requests.  A guide for how to do this can be found here)...
Thu, 1 Jul, 2021 at 9:04 PM