|
Symptom |
Possible Cause |
Actions |
|
User cannot access Study |
Their email address (user id) in Study is misspelt |
Contact Somark Support to correct the users email address records in Study |
|
Their user id is not active |
Go to Users, select their account using the Edit icon and set the account to Active and save it |
|
|
They have input the incorrect password for their user id |
The user must correct or reset their password for their email address |
|
|
User cannot access Connect |
Their email address (user id) in Study is misspelt |
Contact Somark Support to correct the users email address records in Study and Connect |
|
Their user id is not active |
Go to Users, select their account using the Edit icon and set the account to Active and save it |
|
|
Their user id is not active |
Go to Users, select their account using the Edit icon and set the account to Active and save it |
|
|
Their user id has not been added to the Connect |
Ask the user to start up the Connect. When ready, select the Add user option from the person icon (bottom left of screen) and ask them to input their Study email address and password |
|
|
User cannot view animal records |
Their user profile in Study does not have the role Animal Technician selected and / or the user has not been added to the Study by the Study Creator with access rights to that animal |
Review the user profile in Users and add Animal technician to their profile, and / or ask them to contact the Study Creator to whom the animal belongs and ask them to add the user id to their Study |
|
User cannot view protocols records |
Their user profile in Study does not have the role Ethics selected |
Review the user profile in Users and add Ethics to their profile |
|
User cannot view study records |
Their user profile in the Study Users section in Study has not been added by the Study Creator |
Ask the user to contact the Study Creator and ask them to add the user id to their Study |