Troubleshooting Tips
If you do not see your issue in this list, please email your issue to AskDCOC@uams.edu and a team member will research the issue and respond with a solution.
| I don't have a username and password. | You must be authorized to access the ISPCTN portal. To request access, follow these steps. |
| I forgot my username. | If you see your institution's logo, click on it and use your institutional login credentials. If you choose ALL OTHER INSTITUTIONS, your username is your email. |
| I forgot my password. | Use the "forgot password" link under the login fields. |
| I have access to the portal, but not certain trial documents and clinical data. Why? | Even though you have been granted general access to the portal, certain documents and access to clinical data is further restricted. If you believe you should have access to specific project documents, you may request more access. |
| Where do I find trial specific documents? | At the top of the portal dashboard are trial specific buttons. Click on the button and you will see all trial related links and documents available on the corresponding trial's landing page. |
| Clicking on bulletin links take me to the portal dashboard rather than the file. | Bulletin links work only if you are logged in the portal. If you are not logged in, the external link will require your login and terminates at the dashboard, not the original file. After you log into the portal, you will be able to access the documents by clicking the bulletin links. |
| I was logged into the portal but I still get an error message. | If you are logged in to the portal but encounter an error message, you could be trying to access OpenClinica in a trial where you haven't yet been given the required access. Occasionally an error is caused by browser cache issues or other technical glitches. Shutting down and relaunching your browser should help. You may also need to clear your cache. If you encounter an error that you can't resolve, please email AskDCOC@uams.edu and we will research the issue as quickly as possible. |
| I am not sure if I have access to the portal. What should I do? | The fastest way to determine if you have access is to try to login to the portal. If your institutional logo is on the login page, you will use your institutional credentials. If you do NOT see your institutional logo, you should've received an email stating that you have been granted access to the portal. If so, select ALL OTHER INSTITUTIONS and follow the instructions. If you are not sure, please email AskDCOC@uams.edu for confirmation. If you are sure you do not have access, you may request access using this form. |
| I was told I have access, but my login isn't working. | Portal access is assigned by your institutional email address. To log into the portal, use your institutional email address not your clinical site email, if you have more than one. |
| I need help with an issue not listed here. | If you do not see your issue in this list, please email your issue to AskDCOC@uams.edu and a team member will research the issue and respond with a solution. |
