Troubleshooting¶
Find the message you see, understand what it means, and what to do. If a tool is simply not available yet, see Feature Availability.
Signing in and access¶
| What you see | What it means | What to do |
|---|---|---|
| Sign-in required: "Your session has expired or you are not signed in." | Your session ended. | Select Sign in and sign in with your organization account. You return to the page you were on. |
| Access denied: "Your account does not have access to this workspace." | Your account is not allowed to use this workspace. | Ask your TrialMind administrator to grant access. |
| Protocol not found: "This protocol does not exist, or you do not have access to it." | The link points to a protocol that does not exist or that your account cannot open. | Select Back to portfolio and open the protocol from the list. If it is missing from the list, ask your administrator. |
| Connection error: "TrialMind could not be reached." | The network dropped or TrialMind did not respond. | Check your connection and select Try again. |
| No protocols yet | You have no protocols. | Start a new protocol. |
Creating a protocol¶
| What you see | What it means | What to do |
|---|---|---|
| A row shows failed on the Files step | The upload failed or the file was refused. | Read the reason on the row. See File refused. Remove the file, or fix it and select Continue again. |
| "N files were not uploaded" | Some files did not upload, so TrialMind stays on Files. | Remove the failed files or select Continue to retry. |
| "File is over 50 MB and not added" | The file exceeds the size limit. | Split or compress the file and add it again. |
| "You can add up to 20 files" | You selected more files than a new protocol accepts. | Remove files you do not need. You can add more later in Source Files. |
| Continue is disabled on Extract | Extraction is running. | Wait. It can take a while. |
| Extraction did not complete | TrialMind could not read your documents, or progress could not be read. | Select Continue and enter the details yourself, or select ← Back and Continue to retry. |
| "None of the documents could be read" | Every document was unreadable or had no text. | Check that the documents open and contain text. Enter the details yourself, or go back and use readable versions. |
| Continue is disabled on Details | The short title is empty. | Enter a short title. |
| The details could not be saved | The save failed. | Select Continue again. |
| The protocol could not be created | Creation failed. | Select Create protocol ↗ again. A retry cannot create a duplicate. |
| "The protocol was created. Open it from the Portfolio." | The protocol exists but could not be opened. | Open the Portfolio and select it. |
Extraction can fail even when your files are fine. If it does, you can normally continue to Details and enter the information manually. Protocol creation still requires the draft to be saved successfully.
Source Files¶
| What you see | What it means | What to do |
|---|---|---|
| Source files unavailable | Your account cannot access this protocol's files. | Ask your administrator. |
| Source files could not be loaded | The list could not be loaded. | Check your connection and reload the page. |
| An Issue row | The file was not added. | Read the reason, remove the row, fix the problem, and add the file again. |
| "A protocol accepts at most 50 source files" | The protocol is full. | Remove a file you added after creation, then add the new one. |
| "Original evidence cannot be removed" | Documents uploaded during protocol creation cannot be removed through the current Source Files interface. | Turn off Use for AI or rename the file. |
| "This file was not added. Remove it from the list and add it again." | The row is a failed upload. | Remove the row and add the file again. |
| "This file is still uploading" | The upload is in progress. | Wait for it to finish. |
| "An upload is already in progress" | Only one upload batch runs at a time. | Wait, then add the next files. |
| "The list could not be refreshed" | Your change was saved but the list did not update. | Reload the page. |
| "You do not have permission to change this protocol's source files" | Your account cannot make changes. | Ask your administrator. |
| "That file was not found" | Someone removed the file, or the list is out of date. | Reload the page. |
File refused¶
The row shows the reason. Common reasons:
| Reason | What to do |
|---|---|
| Legacy Office files are not supported | Save the file as DOCX, PPTX, or XLSX. |
| Macro-enabled Office files are not supported | Save a copy without macros. |
| The PDF is password-protected | Remove the password and upload again. |
| The file is corrupt | Open the file in its application, save a fresh copy, and upload again. |
| File type is not supported, including images | Convert the content to a supported type. |
| Content type does not match the file extension | Save the file in its real format, with the right extension. |
| Larger than 50 MB | Reduce the file size. |
See Supported Files and Limits.
The preview does not show¶
| What you see | What it means |
|---|---|
| "This file type cannot be previewed here" | DOCX, PPTX, and XLSX files are not previewed. Download the original. |
| "Preview shortened" | The text is long. Download the original to read all of it. |
| "The preview could not be loaded" | The preview failed. Try again, or download the file. |
Product limitation or error?¶
| It is a product limitation if... | It is an error you can resolve if... |
|---|---|
| The page says Not connected or shows a dash (—). | A message names a file or a step that failed. |
| A control says it is "not available yet". | The message says your session expired. |
| A rule is stated, such as the 50-file limit. | The message says you are offline or could not connect. |
If an error continues after you retry, contact your TrialMind administrator or your Alar representative. Include what you were doing, the message you saw, and the time.
Interpreting extracted information¶
TrialMind proposes protocol details from the documents you supply. Treat them as drafts:
- A value that appears in TrialMind is not verified. Check it against your source documents.
- The from evidence label means the field still holds what a document stated. It does not mean the document was right, current, or the version you intended.
- A blank field means your documents did not state it. It does not mean the value is unknown to your study.
- A document that could not be read adds nothing. If values you expected are missing, check the Extract step for documents that were not used.
- Do not rely on extracted values for a clinical design decision until you have checked them.