Dear Amy and others responding and reading here,
First, my apologies for our delayed direct response. As the Product Manager for Human Ethics, I have been coordinating with Customer Support to gather as much information as possible about the specific reports of researchers and staff being unable to access Human Ethics.
Cayuse does receive reports about errors or access difficulties from customers. And, yes, most often, access to Human Ethics is regained quickly when the person follows one or more of the steps recommended by Support. The important part that I am currently working on is that your reports, and any supporting information about what was happening when the issue occurred, make it through to my teams so that we can investigate and specifically stop the issue at its source.
Support and the Product and Engineering teams are and will continue to coordinate to make sure that the information you provide is passed through. We need your help in this by providing as much information as possible when you do experience an issue via a Support Ticket. If you have questions about what information you should provide, please let us know here and I will work with Support to gather a coordinated checklist of options that you can share with your researchers if that helps.
Inability to access an application you and your researchers depend on to meet your research goals is unacceptable. We are and will focus on any concrete information we receive and all that we know about the system to identify the sources of these issues and work to resolve them.
Thank you for bringing this issue to the community and please know that Cayuse Support and Product are united to work to resolve these and any of your issues, questions, and suggestions related to our research administration products.
All my best!
Jenny
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Jenny Walsh
Product Manager
Cayuse
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Original Message:
Sent: 03-16-2022 10:04
From: Amy Krenzer
Subject: Human Ethics trouble accesssing
Reports from our researchers that they cannot access Human Ethics, they can log in but when the click on HE they get a blank page or error message. I've submitted a ticket. Just wondering if other institutions are experiencing this. I've given them all the following instructions, which are not helping the issue.
1) Delete cookies and history2) Close and reopen browser
3) Try a new browser
4) In Chrome, try incognito mode
5) Don't bookmark the sign-in site, that can cause issues
Thanks,
Amy
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Amy Krenzer
Senior Human Research Protection Analyst, Research Compliance and Regulatory Programs
Montclair State University
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