CUSTOMER SUPPORT CENTER

MOST COMMON ISSUES 12

• Unable to log in the Web Portal, Pathway or Pathweb
• Connect your iPad to Wi-Fi
• If your iPad won’t connect to a Wi-Fi network
• Unable to log in the Training Portal
• How to force an application to close on your iPad

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VIDEO GUIDES 2

• Broadcasting the iPad screen
• Quitting an application on iPad

PathWay/PathWeb solutions 5

• Pathway is displaying an error message when launched
• In Pathway, when trying to open an assessment, an incorrect permission message is displayed
• Pathway displays "Device Activation" message when launched
• "Failed to Create Assessment" Error Message
• Answering Queries On Pathweb or Inside of Pathway

SUBJECT GUIDES 2

• For ePRO, how to activate a Device using the Device Setup Code?
• Activating an ePRO subject via web browser

ePRO Pathway 3

• Checking assessment upload status of patient facing assessments within ePRO app
• How to verify the ePro version you are using?
• How to reset ePRO subject PIN

Administration related solutions 6

• How to check the status of an assessment?
• Assessment with audio recording is displaying a recording of 00:00
• Assessment administered in the wrong visit or with wrong subject
• When using the iPad, Pathway is unresponsive
• Pins for iPad, Subject Pin, Assessment "Password"

View all 6

Data Transfer solutions 8

• Unable to submit an assessment in-progress
• Problems uploading an assessment to the portal
• Unable to Sync data in Pathway
• Unable to open an assessment showing "In Progress"
• How to ensure your site can transfer data from the iPad?

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BAC App solutions 6

• Unable to log in the Bac App Application from the iPad
• How to verify which standalone Bac Version you're using
• How to resume a session in BAC
• Editing Demographics in the Bac App Standalone version
• How to reset your password on the BAC App

View all 6

Misc solutions 11

• How to install VeraSci Applications from Safari on iPad using iOS 13+
• Unable to create a user or subject when using the CPT-IP
• Launching the Matrix CPT or MCPT-IP using the correct software
• Clearing Your Internet Browser's Cache To Fix Webpage Issues
• Trouble with SiteCam

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Apple Devices solutions 6

• Turning on an iPad
• Apple Pencil Battery issue
• iPad Won't Charge
• How to restart your iPad?
• Apple Pencil won't pair with your iPad

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VRFCAT solutions 7

• Unable to log in the VRFCAT Laptop application
• On a laptop, the VRFCAT application displays is distorted or zoomed in
• On the laptop, VRFCAT minimizes unexpectedly
• On the laptop, VRFCAT doesn't have sound
• Unable to log in Laptop using provided Bitlocker code

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Applications Update solutions 3

• Ensure your VeraSci software is getting updated
• How to verify the Pathway version you're using?
• VeraSci application is not updating

ZOOM Install Guides 1

• How to install and set-up Zoom for Remote Session?

ZOOM Meetings Guidance 5

• How to join a session on Zoom using an iPad
• How to join a Zoom meeting on Windows
• How to join a Zoom meeting using an Android device
• How to schedule and configure a meeting with Zoom
• How to reset your Password in Zoom?