ePRO troubleshooting guide

This article shows you how to troubleshoot ePRO issues

If you notice in the ePRO overview or a patient's feedback that an ePRO has not been sent or cannot be completed, please check the following:

✅ Check whether the subject's email address is correct. If necessary, update the data and re-send the weblink manually (only non-expired ePROs can be re-sent).

✅ If applicable: Check if the mobile phone number is correct (see above).

✅ Does the patient receive other SMS, other emails?

✅ Does the subject's smartphone have reception and sufficient battery?

✅ Did the ePRO "send out/receipt" work before? Is this the first ePRO that has been sent to the subject? (Check E-Mail/phone number for correctness!)

✅ Does the web browser have the latest version?

✅ Has the subject tried another browser to open the weblink?

✅ Is the automatic translation function switched on in the settings? (If yes, switch it off)

✅ If ePRO cannot be completed, please also check the following: 

• Does clicking on the weblink (not) work? 
• Does the link open? 
• What is shown on the screen? 
• Is data entry and saving (not) possible?

⭐ Good to know:

We generally recommend using the Google Chrome and Microsoft Edge browsers when using our software. The browsers Mozilla Firefox and Apple Safari may cause display or functional issues over which Climedo has no control.