Common Issues

This page covers common issues and their solutions.

​

Login and Access Issues

​

Cannot Log In

Symptoms: Unable to access your account Solutions:

1. Verify your email address is correct
2. Use “Forgot Password” to reset
3. Check for typos in your password
4. Try a different browser
5. Clear browser cache and cookies
6. Contact your administrator if issues persist

​

Missing Study or Site Access

Symptoms: Cannot see a study or site you should have access to Solutions:

1. Verify you’ve accepted the invitation
2. Check with your administrator about role assignment
3. Ensure you’re in the correct organization
4. Try refreshing the page

​

Session Expired

Symptoms: Logged out unexpectedly Solutions:

• Sessions expire after inactivity for security
• Log back in to continue
• Save work frequently to avoid data loss

​

Data Entry Issues

​

Cannot Submit Form

Symptoms: Submit button is disabled or submission fails Solutions:

1. Check for validation errors (highlighted fields)
2. Complete all required fields
3. Review any error messages
4. Ensure values are within valid ranges
5. Save and try again

​

Cannot Edit Submitted Data

Symptoms: Edit option not available Solutions:

1. Check if there are open queries (must respond first)
2. Verify your role has edit permissions
3. Data may be locked after verification
4. Contact study team for assistance

​

Data Not Saving

Symptoms: Changes appear lost Solutions:

1. Click Save explicitly (don’t rely on auto-save alone)
2. Check your internet connection
3. Look for error messages
4. Try a different browser
5. Contact support if problem persists

​

Query Issues

​

Cannot Respond to Query

Symptoms: Response option not available Solutions:

1. Verify you have the right role
2. Check if the query is still open
3. Ensure you’re looking at the correct record
4. Refresh the page and try again

​

Query Not Appearing

Symptoms: Notified of query but can’t find it Solutions:

1. Check correct participant and form
2. Use filters to find open queries
3. Query may have been closed

​

Export Issues

​

Export Stuck in Pending

Symptoms: Export shows pending for extended time Solutions:

1. Large exports may take longer
2. Wait and check back later
3. Try exporting smaller scope
4. Contact support if it persists hours

​

Export Download Fails

Symptoms: Cannot download completed export Solutions:

1. Check internet connection
2. Try a different browser
3. Export may have expired (regenerate)
4. Check download folder for partial file

​

Site and Participant Issues

​

Cannot Add Participant

Symptoms: Add participant option not working Solutions:

1. Verify your role has enrollment permissions
2. Check site status (must be active)
3. Ensure pathway is selected
4. Check for duplicate pseudonym

​

Participant Status Won’t Change

Symptoms: Cannot update participant status Solutions:

1. Check if transition is valid
2. Verify you have permission
3. Some transitions may be restricted
4. Contact study team for assistance

​

Performance Issues

​

Slow Loading

Symptoms: Pages load slowly Solutions:

1. Check your internet connection
2. Try a different browser
3. Clear browser cache
4. Close unnecessary browser tabs
5. Contact support if problem is widespread

​

Feature Not Working

Symptoms: Button or feature doesn’t respond Solutions:

1. Refresh the page
2. Try a different browser
3. Clear browser cache
4. Check if feature requires specific permissions
5. Contact support with details

​

Getting More Help

If these solutions don’t resolve your issue:

1. Note the exact error message
2. Document steps to reproduce
3. Contact your organization administrator
4. Reach out to Carelane support