Troubleshooting Overview
Common Issues
Solutions for frequent problems.
Best Practices
Recommendations for effective use.
Glossary
Definitions of key terms.
Getting Help
Self-Service Resources
| Resource | Use For |
|---|---|
| This Documentation | Feature guides and how-tos |
| AI Assistant | In-app help and guidance |
| Glossary | Term definitions |
Contact Support
If you can’t find an answer:- Check this documentation
- Try the AI assistant
- Contact your organization administrator
- Reach out to Carelane support
Common Questions
Account Access
I can't log in
I can't log in
- Check your email address is correct
- Try password reset if needed
- Check if your account is active
- Contact your administrator
I don't see a study I should have access to
I don't see a study I should have access to
- Verify you’ve been assigned a role in the study
- Check with your study administrator
- Ensure you’re in the correct organization
Data Entry
I can't submit a form
I can't submit a form
- Check for validation errors
- Ensure all required fields are complete
- Look for error messages
I can't edit a submitted form
I can't edit a submitted form
- Check if there are open queries
- Verify you have edit permissions
- Contact study team if locked
Exports
My export is stuck in pending
My export is stuck in pending
- Large exports may take time
- Try a smaller export scope
- Contact support if it persists
Reporting Issues
When reporting issues, include:| Information | Why It Helps |
|---|---|
| What you were doing | Context for the issue |
| What happened | Actual behavior |
| What you expected | Expected behavior |
| Error messages | Specific error text |
| Steps to reproduce | How to recreate the issue |