Phone: 585-275-7311

8:30am-9:00pm EST

Clinical Trials Coordination Center

Clinical System Support

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Frequently Asked Questions

Printable FAQs

Most Common Questions

  1. What to do if you get an error message' Unsupported Version of internet Explorer" as shown below when trying to connect to our eClinical site:
  2. I forgot my password for eClinical. What do I do?
  3. Why do I see screen flashing in the lower right corner of the system when I login and logout?
  4. How to add portlet in portal 5.2:
  5. How come I don't see any links in my EDC Functions List Portlet and/or I cannot see any folders in my Folders portlet?
  6. Where do I download the documentation for my study?
  7. On resetting my password I get the error message: "xxx xxxx, your account with login xxxxx is not active. Please contact the administrator for more help." What should I do?
  8. How do I apply my electronic signature to a page in eClinical?
  9. I ran into problems while randomizing my patient. What should I do next?
  10. What are the most common pop-up blockers?

Basic System Usage

  1. How do I add a subject?
  2. How do I enter/update my subject's initials?
  3. How do I add an unexpected event for my subject?
  4. How do I add an unexpected page to an event for my subject?
  5. How do I add a note to a field on an eCRF page?

Error Message Troubleshooting

  1. Why am I seeing a red Page Lock message while trying to enter data?
  2. Why am I receiving a Page Lock message and I have checked that nobody else is on the page?
  3. What should I do if I see a serious system error message?
  4. I click the Data Review/Capture Link. How come it tells me my session expired?

Query Management

  1. What do I do if my query does not turn white when I provide a response?
  2. What do I do if the system tells me I have insufficient privileges when forcing a query closed?
  3. Why can't I see all of my open queries on the query management page?
  4. How do I view which pages have data entered or queries associated with them?

Designed by: Clinical Informatics