Troubleshooting Multi Factor Authentication for CT HMIS CaseWorthy
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Table of Contents
Whitelisting Email for the MFA system
Microsoft 365 / Office 365 / Outlook instructions
Overview
This article helps users of the CTHMIS CaseWorthy system troubleshoot issues they have with the Multi Factor Authentication for logging into the system. We expect these emails will be delivered without issues in most cases. However, we are providing guidance on steps the community can take to assist if there is a problem in getting the MFA feature to function properly.
Instructions
Configure your MFA Settings
Please review your MFA settings. Make sure if you are using CELL PHONE for multi factor that your cell / mobile number information is correct. If you are using EMAIL, make sure your email address is correct.
Text Messaging Help
Once you’ve verified your information and if you are still not receiving these text messages, you will need to reach out to your administrator or vendor for assistance.
Whitelisting Email for the MFA system
Emails are sent to you with your multi factor login code from noreply@caseworthy.cthmis.com. Please whitelist this email address with your system.
GMail instructions
If you are using GMail as your email system, you can take some steps if it appears as a spam email. First: mark the message in your spam folder as “Not Spam”. Google also suggests adding trusted senders to your personal contacts list. When a user adds an external address to their contacts list, Gmail won’t mark messages from the external address as spam.
Microsoft 365 / Office 365 / Outlook instructions
In Microsoft Outlook, it is best to add this email address to your Safe Sender List. Below is a link for how to use the Safe Sender list, which is part of the larger Junk email settings. Please scroll down to find the section on Safe Sender list:
- Microsoft Outlook – if you are using Outlook installed on your computer, click here to review how to manage safe senders
- Outlook Online – if you are using your web browser to access email, review how to manage your Safe Senders list here
Further Support
If you still need further assistance, please contact your email or mobile device administrator. If there are extra steps or clarifying information required, it would be best if they were copied on all communications with the CTHMIS Help Desk.
For Email Administrators
This section is information expressly for an agency’s email administrators. It may contain data that can help them authorize emails.
DKIM and SPF
All of the emails sent from the CTHMIS CaseWorthy system are from the noreply@caseworthy.cthmis.com email address. All emails sent are properly authenticated with DKIM and SPF. If messages are being received that are not DKIM or SPF authenticated, they may be phishing attempts. We haven’t had any reports as of 5/18/2022 about phishing attempts using this domain.
If you’d like to check the DKIM and SPF settings, we utilize a tool at https://mxtoolbox.com. Here are a couple links to review this subdomain:
Email System
We are using the mailgun email system to deliver mail from the application. The application itself authenticates to the SMTP service at Mailgun that we’ve registered for the caseworthy.cthmis.com subdomain. If you need to for some reason allow emails from a whitelist of IP addresses instead of being able to allow based on SPF and DKIM alignment, then you can follow through on the SPF Link above and it will let you drill down into the various lookups it does until you get to a list for both US and EU mail servers. We can’t guarantee that every one of the emails sent through Mailgun will be from the US.
Further Support
If for any reason you still can’t receive emails from caseworthy.cthmis.com, please send an email to help@nutmegit.com and we will do what we can to assist you.