Hello, does the case worker have access to the internet? If they do have access to the internet, please ask the case worker to refresh the screen and try logging in again. If they do not have access to the internet, they need to get access to the internet to be able to log back in.
When using field mode or offline mode, there is error message that displays asking case workers not to log out when they do not have access to internet to ensure they can log back in. If they need to close the browser, that is OK they just cannot “log out” otherwise they will get this error. You can find more details on how the offline/field mode functionality works here: PWA and Field Mode - #2 by childprotectioninnov
Please let us know if you have any further questions.