Troubleshooting the onsite tool

You can check your connection strength using www.fast.com. If your connection is strong but still not working on your tablet device, you can force quit the app by double tapping the home button and swiping the app window up. You may need to sign back in to the app.

 

If all else fails, you can use our backup paper intake process. Please note: the lab will discard any samples with a paper form, so you must input any data collected while offline into Color’s onsite tool before the samples arrive to the lab. Shred any paper forms after use to maintain HIPAA compliance.

    1. Go to “Collected” tab
    2. Find the participant and click on their name
    3. Click “Fix a Problem” button in the upper right-hand corner

 

If the participant is present, then select “Patient is still onsite” to cancel the current barcode and associate a new one. You can then confirm their information, collect consent, and associate a new sample. 

 

If the participant has left the testing site, then select “Patient has left testing site.” This will generate a ticket to Color Support, who will reach out to the participant and inform them that they can return to the site at their earliest convenience to collect another sample.

Unplug and replug in the barcode scanner. If it’s still not working, unplug the barcode scanner and type the barcode number into the app.

If this error occurs for one participant only, please use the backup paper intake process and add the participant’s information to the onsite tool manually before shipping the sample to the lab.

 

If this error continues for multiple participants, please fill out the form at the bottom of this page.

  1. Discard the unusable sample and takeaway card into biohazard trash
  2. Go to “Collected” tab
  3. Find the participant and click on their name
  4. Click “Fix a Problem” button in the upper right-hand corner

 

If the participant is present, select “Patient is still onsite” to cancel the current barcode and associate a new one. You can then confirm their information, collect consent, and associate a new sample. 

 

If the participant has left the testing site, select “Patient has left testing site.” This will generate a ticket to Color Support, who will reach out to the participant and inform them that they can return to the site at their earliest convenience to collect another sample.

  1. Discard the unusable sample and takeaway card into biohazard trash
  2. Go to “Collected” tab
  3. Find the participant and click on their name
  4. Click “Fix a Problem” button in the upper right-hand corner

 

If the participant is present, select “Patient is still onsite” to cancel the current barcode and associate a new one. You can then confirm their information, collect consent, and associate a new sample. 

 

If the participant has left the testing site, select “Patient has left testing site.” This will generate a ticket to Color Support, who will reach out to the participant and inform them that they can return to the site at their earliest convenience to collect another sample.

If the onsite tool and barcode scanner are working, but the barcode cannot be entered with the scanner or manually, grab a new kit, scan that barcode, and collect a new sample. Discard the sample that would not scan.


Frequently Asked Questions

Onboarding / Getting Started

Color Site Support is available Monday through Friday 6AM – 5PM PST, Saturday and Sunday 8AM – 4PM PST. Fill out the form at the bottom of this page to reach our team.

 

You can also join us for office hours for live troubleshooting and Q&A Wednesdays and Fridays at 10:00am PT.

Follow the instructions in this video to onboard as a school or school district.

Please email the California Department of Public Health (CDPH) at testing.taskforce@state.ca.gov for more information.

If your organization has been approved by CDPH, the organization lead working with CDPH will receive an approval email with the unique identifier listed at the top.


Color Software

If you need to add or remove admin access for your site, please fill out the form at the bottom of this page with your collection site name and the email(s) of the people to be added or removed.

For an overview of the Color dashboards, including how to log in, data captured, and how to filter, head to our Color dashboards guide.

Sign in to Color or create an account at home.color.com/covid-admin. We’ll send you an email to confirm your email address once you’ve created your account. After confirming, your account is ready for use.

 

If you’ve attempted to create an account at home.color.com/create-account and your email is not accepted, contact your organization lead, who can request admin access on your behalf via the form at the bottom of this page. Please note that Color will work with organization leads to provision access for new site administrators on a biweekly basis.

To review the questions participants are asked when registering for a COVID-19 test, click here.

Administrators using Color to register participants can view their name, date of birth (DOB), zip code, sex, email and phone number.

 

Administrators with PHI dashboard access can view name, DOB, zip code, sex, email, phone number, ethnicities, language preference, test result, and whether the patient opened their test result. They’ll also see the sample collection date, report release date, organization, and population/site. 

 

In the aggregate dashboard, administrators cannot view any personally identifiable information (PII) or personal health information (PHI). 


Test Kits & Shipping

Color will automatically ship your initial kit and ship-back materials: one week plus 10%, based on the volume CDPH approved.

 

If you are part of the CA K-12 schools program, you are not responsible for ordering additional materials. After testing starts, Color will automatically ship kits and ship-back materials every two weeks.

 

If you are not part of the CA K-12 schools program, after your first shipment, you’re responsible for ordering those materials via our ALOM portal. Organization leads will receive an invitation to our ALOM portal; be sure to create and verify your account. We recommend ordering supplies at least three (3) business days before use. You can use our inventory template to determine how much to order.

CDPH Valencia Branch Lab

28454 Livingston Ave

Valencia, CA 91355

 

Please coordinate all deliveries with the lab at 661-495-3334.

Orders accepted before 10:30am PST will be shipped out same-day. Orders accepted after 10:30am PST will be shipped out the following business day. Please note, weekend orders will process Monday mornings.

Be sure to verify your account via email. If you’re still having issues, fill out the form at the bottom of this page. 

Kits have a shelf life of approximately 12 months, with specific expiration dates listed on components of the kits. Kits should be destroyed upon expiration.

All shipping and courier options have different timelines, protocols and requirements. We suggest reaching out to each shipping provider (FedEx, UPS, etc.) for more detail on their costs, protocols and requirements.

 

The California COVID-19 Courier Network is available for sites in the vicinity of these drop-off boxes. Reach out to abigail@mobile-med.com for more information.


Test Results

If you’re the organization lead, you automatically have results dashboard access. If you’re a site administrator, contact your organization lead, who can request dashboard access on your behalf via the form at the bottom of this page. Please note that we limit PHI-level dashboard access to four people.

First, create an account at home.color.com/create-account. Then, log in at home.color.com/admin/covid-dashboard. It may take a few days for your dashboard access to be authorized, so check back if it’s not immediately available.

Presumptive positive results mean that the test was not able to confirm with adequate certainty that the patient’s sample has SARS-CoV-2 RNA present. Unsatisfactory results are issued for invalid or failed samples. In either case, we recommend that the participant re-tests.

At any time, participants can log in at home.color.com/sign-in to check the status of their sample.


Contact our Support team

Fill out this form and a member of our team will be in touch as soon as possible.

For requests that require immediate assistance, please call 844-531-0545. Our hours of operation are 8 am – 4 pm PST.

In the meantime, check out the FAQs and resources on this site, or join us for office hours Wednesdays and Fridays at 10:00am PT.