Running the platform
Troubleshooting
Common problems, what each one means, and the first thing to check.
Sign-in and access
If you are sent back to the sign-in page, your session has usually expired. Sign in again and you return to where you were going.
If no confirmation e-mail arrived, use "Resend confirmation" on the sign-in page. If you forgot your password, ask for a reset e-mail from the same page.
If a project is missing from your list, you are not a member of it or your membership is suspended; ask a project owner. If your account is suspended, you can sign in but cannot open projects or change anything; contact a platform owner.
Papers and screening
Papers that arrive with no abstract cannot be screened from their title alone and wait for a person. Get their full text; running screening again will not help.
If screening or scoring produces nothing, check that the project has a study configuration. Every stage depends on it.
Full text and reading PDFs
A PDF that shows no sections or no tables, when the article clearly has both, is usually a scan or has tables stored as images. The parsing result says whether the document was treated as a scan.
- A file on the unmatched list needs a person to match it. It does not clear by itself.
- A duplicate-file conflict changes nothing until you resolve it.
- Term recognition and extraction use only approved documents. If a paper seems to have been skipped, check that its parsing result was approved.
Values and exports
A value that will not join the verified dataset has an open flag. Open warnings hold a value back just as errors do, and each flag names what to check.
An export that will not run is reporting open errors in the verified dataset; clear them in quality checks. An export that is missing values you expected is usually the legacy workbook, which includes only measurements that fit its columns. Check the long-form file.
When the problem is the platform
If a stage fails for every paper, or a page will not load at all, note what you were doing and the time. A failed background task can be retried from Background tasks in the project, if your role allows it. If the problem continues, contact a platform owner or admin, who can check System status.
Related
System status
Where to find System status, what it reports, and what to do when background work has stalled.
Reading the structure of a PDF (parsing)
What parsing produces, why a person checks it before anything else uses it, and what the warnings mean.
Matching unmatched PDFs
Why a file lands in the unmatched list, how to attach it, and what to check first.
Invitations and removing access
How people join a project: the invitation, its expiry, resending and revoking it, and suspending a member.