Known Issues

PROTECT Help Desk Ticket System

Cannot Find / Access Some of My Studies

Issue: Some users reported that they cannot find/access Studies in which they are Study Team Members, PI Proxy and/or Primary Contacts. 

Info: This is affecting some users and the issue is under investigation. 

Workaround: Adding Study Team Member as a Primary Contact, saving and then removing the Study Team Member as Primary Contact seems to restore the access of all Study Team Members.

Document Comparison

Issue 1: Document comparison keeps spinning and never displays the comparison result.

Issue 2: Comparison result not indicating some differences.

Issue 3: Comparison fails with error message "An error has occurred - Object reference not set to an instance of an object."

Info: Download the documents and compare them using Word.

Info: Contents in textboxes that are placed in a canvas might not be detected in comparison.

Showing Squares Instead of Text in Finalized Documents

Issue: When converting documents or informed consents using the following languages, text appear as squares as shown on the screenshot below.

Amharic
Gujarati
Kannada
Sinhalese
Tigrinya

Info: As a workaround, these documents can be uploaded as PDF instead of Word.

2024-04-11 Update:

• Gujarati appears to be converted correctly in PROTECT. Word Adobe plug-in has issues with this language when converting the Word document to PDF using the Adobe PDF plug-in.
• It is still possible that some PDFs might display the blocks when finalized/stamped in PROTECT. If this happens, then disabled the Adobe plug-in Font embedding and generate the PDF again. It might work in PROTECT this way, but is not 100% guarantee since there might be other factors such as the contents of the document and/or fonts installed on computer and/or other Adobe settings.
• If everything tails, scan the document and save as PDF.