Portamedic™ Access

Recommended Browsers and Settings.
Bookmark This Website/Add to Favourites.
Is Portamedic™ Access Safe and Secure?
How Do I Log Into Portamedic™ Access?
What if I Forget or Lose my Portamedic™ Access Password/Username?
How do I Change my Portamedic™ Access Username, Password, Email or Contact Information?
How do I Place an Order?
Can I Change Automatic Service Requirements?
How do I Receive Confirmation of my Order?
What Happens if I Lose my Internet Connection While Entering an Order?
Can I Enter Multiple Orders?
How do I Cancel an Order?
How do I Check the Status of my Order?
Are there Additional Search Criteria?
How do I View the Specific Details of a Case?
How do I Obtain Technical Support?
General Performance and Common Error Messages.

Recommended Browsers and Settings

Portamedic™ Access is optimized for Microsoft Internet Explorer 6.0 and higher & Netscape Navigator 7.0 and higher. For your convenience you may download either of these browsers by clicking on the appropriate hyperlink on the introductory Portamedic Access™ page.

Favorites or Bookmarks

An effective way to ensure that you can easily return to the pages of this website. For this reason, we urge you to "add" www.hooperholmes.ca to your "Bookmarks" or "Favorites". Likewise, if you become an accredited registered user, you may also wish to "Bookmark" the "Portamedic™ Access" page to logon directly to this page.

Portamedic™ Access uses a secure server and security protocol to safeguard the information you provide during the purchase and transaction processes. Hooper-Holmes uses a secure server implementing the Secure Sockets Layer (SSL) protocol to interact with you when you provide personal information during the purchase and transaction processes. This Industry-standard technology encrypts your information so a third party cannot read the information while in transit. Hooper-Holmes handles your information securely. We limit personnel access to our servers and expect our personnel to adhere to high standards of ethics and integrity while performing their jobs and conducting the business and affairs of Hooper-Holmes. Information stored by Hooper-Holmes is housed securely and there is no access to this information via the internet from outside entities.

The Portamedic™ Access system utilizes a username and a password (which you select during registration) which securely identifies you. When you register for a Portamedic™ Access account, you simultaneously create an account that is used to login to the system. Simply click the Portamedic™ Access link on the main menu to bring you to the "login" screen. Enter your username and your secret password, press 'login' to complete your login to the system.

What if I Forget or Lose My Portamedic™ Access Password or Username?

Forget your username?
Your email address is usually your username.

Forget your password?
Please click on the link "If you forget your password click here". A window will open, please enter your username and click submit. You will receive an email that will include a link. Click on the link and this will allow you to enter a new password.

If you enter your username and you are advised that this is an invalid username, please contact our office at support@hooperholmes.ca with your name, agency, email address and phone number.

This cannot be done online. Please direct questions to our IT Department at support@hooperholmes.ca

Portamedic™ Access and its ordering function is very intuitive. After logging on to Portamedic™ Access you will have the option of placing an order or checking the status of a case which you have already ordered on our website.

Select 'Create Web Order' from the options listed below 'Order Entry', this will bring you to the order form. Please fill in all information as requested. *Note that fields which display a red asterisk (*) are mandatory fields - this means your order cannot be processed without this mandatory information. A red dot will be displayed when you press "Submit" should any information be missing.

While only certain fields are mandatory, we strongly urge you to provide as much information as possible when ordering.

Can I Change Automatic Service Requirements?

Yes. In the "Selected Services" section of the ordering function the appropriate checkboxes will be pre-populated with check marks. If you do not wish the service indicated, simply "un-click" the checkbox associated to the service you wish to remove. At this point you have to Add or Remove any service that you require. You are cautioned however; at least one service must be selected or your order cannot be submitted.

How do I Receive Confirmation of My Order?

After submitting your order (by clicking on one of the 'Submit' buttons), you will immediately receive a Web Reference ID number. This ID number is confirmation that your transaction (order) was successfully submitted. You will also receive a confirmation of each order depending on the notification methods you selected.

Incomplete orders will not be processed. Once your internet connection has been re-established you will have to log back into the Portamedic™ Access web application and completely re-enter your order.

Once you have submitted an order correctly, the page will be refreshed pending the type of submission selected. Continue entering all of your orders in the same manner. Once you have finished, you may logout or check the status of an existing order.

Go in the details of the case you wish to cancel, click on the "Email Us" link. This will open an email addressed to access@hooperholmes.ca with the reference number assigned to your case. Indicate what you wish to cancel and send the email.

To check the status of your order, click 'Check Order Search' below the 'Order Entry' menu option on the Portamedic™ Access menu. This will take you to the 'Web Order Status Lookup' screen, you can enter any combination of information displayed on the screen in order to search for the order(s) you are interested in. Click 'Search' to retrieve the orders matching your specified criteria. All matching orders will be displayed, click on an order in the display to get more detailed information about it.

Is There Additional Search Criteria When Checking the Status of An Order?

Yes. There are a number of different search parameters. When checking the status, you may wish to view only completed cases, closed (cancelled cases), cases that you have placed on hold, or those that are currently active. This can be done by clicking the appropriate "radio" button in the "Status" area of the webpage and then by clicking "Search". The default button is "all". If you wish to see a summary of all cases, press "Search".

After clicking the "Search" button, a summary of all cases you requested will be displayed. Each case is indicated by a reference number. Click on the specific reference number you wish to see, this will provide all specifics for that case, including appointment date, completion date, specimen bar codes, and brief historical notes. Require further information on the specific case you are viewing? Click on the "Email Us" link. This will open an email addressed to access@hooperholmes.ca with the reference number associated to your case. Enter any additional information you require and click on send.

Technical support personnel are available at support@hooperholmes.ca from 8:30 AM to 4:30 PM ET or at 1-800-756-7799.

America Online
If you are having trouble navigating the Hooper-Holmes website or are having trouble completing a Portamedic™ Access order entry , you may have an outdated browser, or version of AOL. You may want to either upgrade your version of AOL, or, after you connect to the internet through AOL, you may want to open up either Microsoft Internet Explorer 6.0 or higher, or Netscape Navigator 7.0 or higher, and use these to navigate through the Portamedic™ Access website.

Hooper-Holmes Website not Responding/Returning Information Slowly
There are a number of reasons for slow response times on the internet in general and on the Hooper- Holmes website in particular. Certain times of the day, internet usage becomes very heavy, which slows down everybody.

Suggestions to Speed up Your Surfing
Access the Hooper-Holmes web site during the morning, or later in the evening, when Internet traffic tends to be lighter.

Clear the cache of your browser. The option to clear your cache usually resides in the Internet Options or Preferences tab of your pull down menu.

Close other applications that you are using in order to free up memory for your browser to use.

Some of the information entered did not match our records
If the information you have entered does not match our records, or if you cannot locate an order you have placed, please contact us at support@hooperholmes.ca with the details.

The server does not have a DNS entry

There could be several reasons for this error:
The address you entered contains an error - either yours or your source's. Double check the address you entered. Make sure that you use "lower case" and spelled everything correctly. Remember, our site is www.hooperholmes.ca - NOT www.hooperholmes.com

Hooper Holmes' website and/or server you are trying to access is busy. If this is the case, try accessing the site again. Many times you can get through on the second try even if it is immediately after the first try. Hooper Holmes' web site and/or server you were trying to open is down. Try again in a little while. If you continue to experience DNS errors, please contact your Internet Access Provider to request that they update their locally cached DNS files. This will allow you to access our Web site once again.

404 - File Not Found Error
Error 404, the file not found error, means that our server was unable to find the file or program corresponding to the document you asked for.

The file not found error could happen for several reasons:
A typo - if the URL was specified incorrectly, then our server will be looking for a file of the wrong name.

A missing (file) web page - it's possible that the file has been removed, renamed, or is otherwise temporarily or permanently unavailable.

We are sorry, but your session has timed out or we are experiencing technical difficulties.
Either you have been idle for 15 minutes (15 minutes with no keyboard activity) or the Hooper Holmes Web server has been reset. You can continue to your last successfully completed transaction by following the link on the page.

File contains no data
When you get this error, it means that you've accessed the Hooper Holmes web site, but the file you requested is empty. There's a possibility that our site administrator is updating the site, in which case you can try to access the document again later.

Host unavailable
This error usually occurs when the host server is down. You can try to access the site again by clicking the Reload button. The server refused network connection or too many connections - try again later.
These errors usually indicate that our server is too busy to handle more traffic. You can try the site again by clicking the Reload button, or wait until a later time.

If you can't find an answer to your question please email us at support@hooperholmes.ca. We'll be pleased to be of assistance.