Common StudyTeam Support Solutions

Are you using the Chrome browser?

StudyTeam currently works best with Chrome. Behavior with other browsers can be inconsistent, sometimes resulting in StudyTeam error messages like "we're sorry, something went wrong."

Are you logging into the correct region (Site users only)?

For login issues, check the URL you are trying to log into and ensure you are choosing the correct region for your country. If unsure, please send a direct message to the Customer Success Associate you have been in contact with to help you determine the correct region for your country. The correct region for your country is based on your data storage location. 

Have you cleared your browser cache?

All browsers store the last version of websites locally for a faster user experience. You should refresh your browser page with a "hard refresh," especially if StudyTeam has been upgraded since your last login. This is sometimes indicated by a message along the top of the StudyTeam screen.

Are you using the correct URL for StudyTeam Sites?

Users with multiple site grants will land, after login, at the StudyTeam Site Selector to select the site they want to use. However, users with only a single site grant will get a blank screen there, and should only use the StudyTeam for Sites login page.

Can you connect to other websites outside your company?

If you cannot connect to other common websites (e.g., cnn.com) outside your corporate network, you may be experiencing internet connectivity issues. Contact your corporate IT support for help.

Do you have an “ad blocker” in your browser?

Ad blocking software can prevent login to StudyTeam. Disable any ad blocker for the StudyTeam site.

Do you have a firewall enabled by your institution?

Institutional (hospital network, clinic, etc.) firewalls can be preventing you from opening the StudyTeam app. If you suspect this may be the case, contact your site's IT for support.

Do you need to reset your password?

If you can get to the StudyTeam login screen but not to the StudyTeam app, you may need to reset your password.

To rest your password:

• Navigate to the login page  
• Enter your email address associated with StudyTeam
• Click on "Don't remember your password?" and submit your email address
• You should receive an e-mail with the option to reset your password.  (Make sure to check your junk/spam folder if you can’t find the email.)