Purpose
Use a consistent investigation sequence when a control is missing, an action fails or a record appears unavailable.
Expected outcome
You can collect a useful, appropriately redacted support description and preserve the record/history instead of applying an unsafe workaround.
Prerequisites
Access to the affected workflow and your approved support/escalation channel. Do not post participant data, passwords, unblinded assignments or confidential attachments to public channels.
Section 1: Check context before retrying
- Confirm Account, study and site.
- Check study/record status and whether the action is appropriate for that state.
- Review the precise floating error message.
- Check required permissions and blinding restrictions with an authorized administrator.
- For supply actions, verify location, release, quantity, expiry and quarantine context.
Section 2: Common symptom checks
| Symptom | Safe first check |
|---|---|
| Study/site missing | Account and user assignment, not manual URL changes. |
| Verify fails | Correct physical identifier/model and exact case; preserve Pending Verification. |
| Master replacement blocked | Started assignments or changed saved design/preview. |
| Supply unavailable | Site receipt, product/treatment matching, expiry and disposition. |
| Document not visible | Account, document-type role rules and archival filter. |
| Action unavailable in Paused/Closed study | Authorized lifecycle review; do not bypass the study status. |
Section 3: Preserve and escalate
Record the UTC/local time context, workflow, selected study, record reference where permitted and exact error. Provide a cropped/redacted screenshot through an approved channel. State whether the system reported success, failure or an uncertain outcome before retrying an irreversible action.
Actions to avoid
Do not delete audit rows, rewrite hashes, erase prior document versions, disclose treatment to blinded staff or alter database records directly. Do not treat repeated submission as proof of success. Escalate suspected integrity or security issues under the quality/security procedures.
This guide supports training and does not authorize clinical decisions, override access controls or establish regulatory compliance. The approved protocol and organizational procedures remain authoritative.