> ## Documentation Index
> Fetch the complete documentation index at: https://docs.carelane.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues

> Solutions for frequently encountered problems

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

<Warning>
  Never share your password when seeking help. Support will never ask for it.
</Warning>