Submit a Ticket to Medrio Support









Your role in the study (or the closest match).


Blocker
*Highest priority request* The issue being reported has brought a total (or near total) halt to study operations and is preventing most/all users taking any action or activity on the study. Medrio Support will begin review as an immediate priority and will provide regular updates on status.

Examples:
 - All users at a site or within a study are experiencing error message or loading timeouts when attempting to take any action within the application.
 - Users cannot enter data for any participants/CRA’s cannot perform any monitoring activity
 - Administrators/data managers are unable to generate reports or change/access study data. 
 - Randomization is occurring for a participant and cannot be randomized

Critical
A business-critical function of the system is encountering an error message or is not functioning as expected. Medrio Support will begin review with the utmost urgency.

Examples:
 - A study administrator is attempting to complete a deployment for the first go-live for the study, or are pushing through a study-critical mid-study update but are encountering an error that is preventing the deployment from completing.
 - Participant is on site for a visit and visit is not available or cannot be completed

High
The application is operational, but an error/issue/behavior is preventing the execution of a workflow, which is affecting the progress of a study or a halt in operation. 

Example:
 - Study is approaching a reporting deadline/study closeout and are attempting to perform monitoring, the monitor is unable to update the monitoring status for one or more participant.


ePRO Participant Password Reset

*IMPORTANT: DO NOT include any other subject-specific information such as name or email address. We will send the requested ID a password reset email. 
Please reach out to your study administrator for  study-specific assistance.




Issue Description

For questions about eLearning, send an email to elearning@medrio.com.
For administrative requests, such as adding or removing a study feature, updating a study name, Database Lock/Unlock or Archive/Unarchive, please use Medrio's eClinical Form





System Error or Issue

Please ensure you are using a supported browser. 


If you are still experiencing an issue, please include the following to help us get to the solution as quickly as possible:


1. A recording of your workflow (either attached or link to it in the description).


2. A screenshot of the error, if applicable.

API




ePRO




ePRO Patient Password Reset

*IMPORTANT: DO NOT include any other subject-specific information such as name or email address. We will send the requested ID a password reset email. 






EDC
Have you checked out our Knowledge Base page in the Medrio Community? Here you will find a number of common issues, questions, and best-practice recommendations.  







































DDC Issue
Before submitting your ticket, please be sure to Submit Diagnostic Data from the problematic tablet.

Here's how: Select the three-bar menu in the top-right corner of the app. Click Upload Diagnostic Data. Then, take a screenshot of the Diagnostic Data and upload it below. If you have multiple, add them to the attachments section of the form.







Screenshots and Recordings

RTSM Details



































Contact Information