Medidata FAQs

Issues

I can't find my training certificate inRave

How do I save my training certificate?

Self-Help

Login to your Rave account

Click on "My Profile" link, which is located in the upper right corner of the page

On the next page, click on the eLearning link

Click on the PDF clickable icon for the certificate you wish to retrieve

Follow the options in the dialog box to save the file to the location of your choice

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue:

I am having trouble changing my Medidata Medical Imaging (MMI) password.

Self-help:

You can change your MMI password at any time.

Note: If you are an iMedidata user, you must change your password in iMedidata.

On the upper right-hand side of any page, clickProfilein the blue header bar.

Enter your new password inChange PasswordandPassword Again.

ClickSave.

Following these steps should solve your issue. If it hasn’t, please call our Help Desk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

Click Here to Show Details

Contact & Phone Numbers for Product Helpdesk:

Toll-Free

1-866-MEDIDATA (633-4328)

Direct

1-951-821-2621

Fax

1-973-954-5621

Toll-Free Fax

1-877-743-2350

E-mail

[email protected]

Hours

24 hours a day, 7 days a week

Japan Helpdesk:

Toll-Free

0120-543-675

Fax

+81-3-5795-0860

E-mail

[email protected]

Hours

Mon - Fri, 9 AM to 8 PM JPN

Worldwide ProductSupportToll-Free Telephone Numbers:

Click here to Show Details

COUNTRY

TYPE

#

Argentina

Toll-Free Number

0 800 6662940

Armenia

Toll-Free Number

60465979

Australia

Toll-Free Number

1 800 186 549

Austria

Toll-Free Number

0800 677 658

Bahamas

Toll-Free Number

1 800 205 0035

Bahrain

Toll-Free Number

800 04 268

Belarus

Toll-Free Number

882000730105

Belgium

Toll-Free Number

0800 49 414

Bolivia

Toll-Free Number

800101875

Brazil

Toll-Free Number

0800 891 4809

Bulgaria

Toll-Free Number

00800 110 0163

Canada

Toll-Free Number

1 866 232 9966

Chile

Toll-Free Number

123 00200236

China

4008822034

Colombia

Toll-Free Number

01800 9155929

Costa Rica

Toll-Free Number

0 800 0150582

Croatia

Toll-Free Number

0800 222 879

Cyprus

Toll-Free Number

8009 5248

Czech Republic

Toll-Free Number

800 900 359

Denmark

Toll-Free Number

80 883736

Dominican Republic

Toll-Free Number

1 888 751 4457

Egypt

Toll-Free Number

8000000988

El Salvador

Toll-Free Number

800 6406

Estonia

Toll-Free Number

800 0100 161

Finland

Toll-Free Number

0 800 111059

France

Toll-Free Number

0805 102 387

Georgia

Toll-Free Number

706770584

Germany

Toll-Free Number

0800 000 1527

Greece

Toll-Free Number

00800 12 6855

Guam

Toll-Free Number

1 866 383 1497

Honduras

Toll-Free Number

800 27919275

Hong Kong S.A.R., China

Toll-Free Number

800 903240

Hungary

Toll-Free Number

06 800 17376

Iceland

Toll-Free Number

800 82 62

India

Toll-Free Number

000 800 100 6771

Indonesia

Toll-Free Number

001 803 011 4100

Ireland

Toll-Free Number

1800 93 1096

Israel

Toll-Free Number

1 809 214489

Italy

Toll-Free Number

800 987 161

Japan

Toll-Free Number

0120 543 675

Korea

Toll-Free Number

02 6022 4206

Latvia

Toll-Free Number

80002683

Lebanon

Toll-Free Number

8558974711

Lithuania

Toll-Free Number

8 800 30430

Luxembourg

Toll-Free Number

800 2 6712

Moldova

+40 (31) 2294534

Malaysia

Toll-Free Number

1 800 80 3763

Malta

Toll-Free Number

80062024

Mexico

Toll-Free Number

001 866 3562083

Monaco

Toll-Free Number

800 93408

Netherlands

Toll-Free Number

0800 949 4567

New Zealand

Toll-Free Number

0 800 448 077

Norway

Toll-Free Number

800 10 973

Panama

Toll-Free Number

00 800 226 4733

Peru

Toll-Free Number

800 53244

Philippines

Toll-Free Number

01 800 1 114 0198

Poland

Toll-Free Number

0 0 800 121 1660

Portugal

Toll-Free Number

800 860 241

Romania

Toll-Free Number

0 800 89 5002

Russia

Toll-Free Number

8 10 8002 7803011

San Marino

Toll-Free Number

800923042

Serbia

Toll-Free Number

0 800 190 179

Singapore

Toll-Free Number

800 1204375

Slovakia

Toll-Free Number

0 800 042 159

Slovenia

Toll-Free Number

0 800 80139

South Africa

Toll-Free Number

0 800 992 227

South Korea

Toll-Free Number

02 6022 2403

Spain

Toll-Free Number

800 098 040

Sweden

Toll-Free Number

0200 898 729

Switzerland

Toll-Free Number

0800 001 256

Taiwan

Toll-Free Number

00 801 126916

Thailand

Toll-Free Number

001 800 12 066 5310

Trinidad and Tobago

Toll-Free Number

1 800 205 4733

Turkey

Toll-Free Number

00800 1420 31101

Ukraine

Toll-Free Number

0800504788

United Arab Emirates

Toll-Free Number

8000175857

United Kingdom

Toll-Free Number

0800 001 5212

United States

Direct

1 951 821 2621

United States

Toll-Free Number

1 866 633 4328

United States

Fax

1 973 954 5621

United States

Toll-Free Fax

1 877 743 2350

United States Minor Outlying Islands

Toll-Free Number

1 866 383 1497

Uruguay

Toll-Free Number

000 413 598 3535

Venezuela

Toll-Free Number

800 162 7455

Vietnam

Toll-Free Number

18004896

Patient Cloud / Device Support Contact & Phone Numbers:

E-mail

[email protected]

Hours

24 hours a day, 7 days a week

US

Toll-Free Number

877-338-2778 (877-DEV-ASST)

Australia

Toll-Free Number

1800411851

Austria

Toll-Free Number

0800006078

Belgium

Toll-Free Number

080038939

Bulgaria

Toll-Free Number

008002100382

Canada

Toll-Free Number

18775743403

Chile

Toll-Free Number

123 00201208

China

Toll-Free Number

4001202389

Czech Republic

Toll-Free Number

800143323

Denmark

Toll-Free Number

80888234

Egypt

Toll-Free Number

00800000099

Finland

Toll-Free Number

0800915652

France

Toll-Free Number

0805101478

Georgia

Geo

0706777944

Germany

Toll-Free Number

08005893184

Greece

Toll-Free Number

800128317

Hong Kong

Toll-Free Number

800905726

Hungary

Toll-Free Number

0680019586

India

Toll-Free Number

08009190350

Ireland

Toll-Free Number

1800936968

Italy

Toll-Free Number

800977538

Japan

Toll-Free Number

006633813030

Latvia

Toll-Free Number

80004123

Lithuania

Toll-Free Number

880030591

Netherlands

Toll-Free Number

08009494654

New Zealand

Toll-Free Number

0800447804

Poland

Toll-Free Number

8001214416

Portugal

Toll-Free Number

800855259

Romania

Toll-Free Number

800410135

Russia

Toll-Free Number

88007073827

Serbia

Toll-Free Number

01800191077

Singapore

Toll-Free Number

8001206095

Slovakia

Toll-Free Number

0800001796

South Africa

Toll-Free Number

0800988829

South Korea

Toll-Free Number

0798148008081

Spain

Toll-Free Number

800600213

Sweden

Toll-Free Number

0200896347

Switzerland

Toll-Free Number

0800002270

Taiwan

Toll-Free Number

0801136237

Turkey

Toll-Free Number

08006214545

Ukraine

Toll-Free Number

00800500769

United Kingdom

Toll-Free Number

08000151348

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Hello! Our agents are available 24x7x365 to chat via the blue support button on the lower right-hand side of your screen.

call our Helpdesk

You can search our Customer Success Center for keywords such as "password reset" or "security question."

Next, you will see a list of articles that may help solve your issue. Simply click the link to read the article. If the articles aren't what you need, you can chat with us by clicking the "Live chat" button.

ADDITIONAL HELPFUL ARTICLES:

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

ACCESSING ELEARNING

Medidata Rave eLearning is a training course integrated within the Rave application. Access to eLearning is granted when your account is created in the Medidata Rave system.

To access eLearning:

1. Once an account is activated, the eLearning start page will open.

http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash&promoid=BIOW

2. Click the Start button or the name of the course to begin the eLearning module

3. The Welcome screen opens with voice instruction.

Note: If you log off of Rave prior to completing the eLearning course, eLearning will start up at the next Rave login.

4. Click the Start Course button on the Welcome Page. This will display the Module options:

5. At the completion of the course, you will take a Post Assessment module. Upon completion of the Post Assessment module, the Post Assessment Results page will display.

Note: You must receive a post assessment score of 80\% or higher to obtain access to your assigned Study and/or Sites in Rave.

It is recommended that you do not re-take the assessment once you have passed with a score of 80\% or higher. Doing so may erase the passing score that has already been obtained.

6. At the successful completion of the post assessment, you will need to exit the course.

ACCESSING RAVE

Upon successful completion of eLearning, you must electronically sign your training record in order to access your study and/or site in Rave and obtain your eLearning certificate.

To electronically sign a training record:

1. From the Post Assement module, return to the Rave Home page.

Note: Skipping this step will prevent access to Rave, even if a passing score has been obtained.

2. Enter the required information in order to sign off the course.

Note: The system may require password, username and password, etc.

Note: You may need to scroll down to find the eSignature section.

3. Enter the required information for eSignature and click the Sign button.

4. When the needed information is entered, you will be directed to your Study/Site page in Rave.

TRAINING CERTIFICATES

To download your training certificate, you should click on the My Profile button in Rave.

Then click on the eLearning link where the Training Certificate can be downloaded by clicking on the PDF icon below the Certificate field

Common troubleshooting guidelines:

1. E-learning module opens in a Pop-up window. Your Internet browser Pop-up blocker needs to be turned off so the window loads. If you click on the Start button and the Pop-up window does not open, please follow the steps below to turn the blocker off: From the Tools drop- down menu of your browser select Pop-up Blocker and choose Turn Off Pop-up Blocker.

2. E-learning module requires Adobe Flash Player version above 10.x.xx.xx. If the e-learning freezes or does not completely load this may be due to your Flash Player.

The below URL will display the version of the Adobe Flash Player that you have installed on your PC. It is displayed near the top in a box titled Version information:

http://www.adobe.com/software/flash/about/

The below URL will upgrade your Adobe Flash Player to the latest version (11.x.xx.xx):

3. If the e-Learning screen shows 100\% complete, but the e-Learning doesn't launch, please try and disconnect from any VPN connection and/or disable the local firewall. If possible, please try access the e-learning on another computer out of your current network.

Issue

I can't sign into the Medidata Platform and/or I don't know how to find the sign-in page.

Self-Help

You need to sign into iMedidata to access your software. See the two articles below should you need to reset your password or access our platform from an older browser version.

iMedidata: I can't log in because I’ve forgotten my password or security question answer

Accessing the Medidata Platform from Older Browser Versions

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Users without iMedidata are limited in what they can see in the Medidata Customer Success Center (CSC).

Limited Access to CSC

Limited access includes public features, sections,and articles:

Live agent chat (M-F 9am-3pm EST - English only)

Submit a Request (ticket) online

Read Customer Self-Help Articles

Medidata Platform Notifications

General Troubleshooting Articles

Customer Success Center Best Practices

Medidata Academy: Training & eLearning

Full Access to CSC

If you have iMedidata, you are able to access all of CSC's sections and articles that are locked to public viewing.

Full access with iMedidata lets you see everything above as well as the following:

Manage your CSC activities

tickets you open and/or are CC’d on in your CSC profile section My Activities Requests

sections & articles you follow for email updates via My Activities Following

View & Follow all Release Summaries

View & Follow all Known & Resolved Issues

View & Follow all Product specific DIY self-help articles

If you have questions about iMedidata, click HERE to read more about its features and benefits.

Sign-up for iMedidata

At the bottom of the iMedidata webpage is a form that you can fill out which will put you in touch with a Medidata representative. Alternatively, you can always reach out to your Medidata Project Manager to get info and sign-up.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue

I have completed my eLearning course; however, it is not marked as complete in iMedidata.

Self-Help

Make sure the eLearning course has been signed with your eSignature, as iMedidata only marks a course as Complete once it is signed.

Click on the Course title to start it.

Select “Yes” when the course asks whether you want to go to the last visited page.

Open the course menu and select Post Assessment.

call our Helpdesk

IMPORTANT: Upon completing the Post Assessment make sure to use the'in course'button rather than closing the browser window.

Enter your iMedidata credentials at the prompt.

FAQ

Q: What score do I need to pass?

A: A course is normally passed with a score of 80\% or above.

Q: What if I have already completed the course in a different system and have my eLearning Certificates?

A: The decision to override an eLearning course can only be taken by the Sponsor team. You can consult with your line manager or direct point of contact from the Study team to see if the Course can be waived.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Important Note:

This Classic Rave Self-Serve PIN (Re)Set Usage Guide is applicable for Rave Versions 2019.1.0 and up as well as customers who have had the update applied via change management process who are on Classic Rave Versions 2016.5.3 and any 2018.X release.

Note: If you are on Classic Rave Versions 2016.5.3 or 2018.X and would like to have this included on your Classic Rave URL, please reach out to your Medidata Project Manager referencing this page.

Use the link below to download the Classic Rave Self-Serve PIN (Re)Set Usage Guide.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue:

As an iMedidata User,I’m having trouble logging into my account because...

I don't remember the answer to my security question (or it isn't accepting my answer)

I have forgotten my password.

Self-Help:

Open iMedidata

Clickthe link “I forgot my username or password"

Enter your email address and click “send”

In a few minutes, check your email inbox for an email invite to iMedidata

IMPORTANT: The reset link in this email will only be valid for 4 hours. After 4 hours the link will expire and you will need to repeat the process.

Open the email and click on “reset password”

Answer your security question (ie: your birthday date) and click “reset”

Type in your new password and confirm.

Login to iMedidata with your username and newpassword

FAQs:

Q: What if I can’t remember the answer to my security question or iMedidata isn't accepting my security question answer (even though I know it's the correct answer)?

A:Either call our Helpdesk (open 24 hours a day) or chat with a live agent in our chatbox in the lower right-hand corner, M-F 9 am to 3 pm EST. You will need their assistance to reset your security question.

Q: The “Password Reset” link in the email Medidata sent isn’t working

A:Your link has expired as it's only good for 4 hours after Medidata sends it to you. To get another link, go back to Step 2 and repeat the process.

Q: What are the password requirements?

A:Your password must be at least moderate strength consisting of:

a minimum of 8 characters

at least one uppercase letter

at least one lowercase letter

at least one number

it cannot be one of your ten most recent passwords

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

The Medidata Professional Certification Program recognizes clinical researchers for their role-based skills in the Medidata Clinical Cloud. The program builds on Medidata Academy's training program by adding a formal certification process and is available to Medidata clients (both employees and site staff), Medidata Services Partners and Medidata employees.

Upon successful completion of a certification, you receive a personalized digital certificate and card and are invited to use the Medidata Certified Professional logo in your business communications. Certifications are portable, so you keep your credentials as you advance within your organization or across the industry. Sponsors and contract research organizations benefit from a growing network of professionals who have been trained to apply best practices using the Medidata platform. Learn about ouravailable certificationsand get started by contacting your Medidata project manager or email [email protected].

TIP: Looking for verification of your completed training or certification? It's simple! You can download certificates of completion within your user profile in the Medidata Clinical Cloud.

AVAILABLE CERTIFICATIONS

Medidata Certified Monitor

Medidata Grants Manager Certified User

Medidata Rave Certified Clinical Research Coordinator

Medidata Rave Certified Principal Investigator

Medidata Rave Certified Study Administrator

Medidata Rave Certified Study Builder

Medidata PaymentsCertified Study Administrator

Medidata PaymentsCertified Study Builder

Medidata CSACertified Analyst

To pursue a certification, please review the requirements below and then contact your Medidata project manager or send an email to [email protected]. If you are a site userPrincipal Investigator (PI) or Clinical Research Coordinator (CRC)please contact your sponsor organization and let them know you are interested in certification. Note thatcertifications do not expire, but each is datestamped, and the date of certification determines the product version to which it is applicable.As new product versions or updates are introduced, Medidata updates the certification requirements and exam to reflect current product functionality. Requirements for an updated track are announced before any current track is retired. Professionals are encouraged to keep skills and certifications up to date.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new courses are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

Issue:

As a new user, my iMedidata account isn’t active and I can not log in or work.

Self-Help:

Check your email for an email titled “You have been invited to join iMedidata."

Click on the link that says “Take me to iMedidata to activate my account.”

Click on “New Account” option.

NOTE: If you already have an existing iMedidata account, you may choose the “LINK ACCOUNT” option. See THIS ARTICLE to explain how to link accounts.

Complete your personal information on the Create Account screen.

Choose a password of your choice and type/confirm it in the spaces provided.

NOTE: To get a moderate or strong password, make sure to include a minimum of 8 characters, a digit, and an uppercase letter.

Click on “Activate” which will take you to iMedidata

Enter your account information (username and password).

Review and accept the iMedidata Terms of Use.

FAQ:

Q: What if I forget my password in the future?

A: See THIS ARTICLE for steps on resetting your password.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

To create a Subject:

1. Click on the 'Add Subject' button

NOTE:If your trial includes a Screening process, you will click the 'Add Screening Subject' button.

2. Complete the 'Subject Details' e-form

NOTE: Required fields will vary depending on the trial.

3. Click 'Save'.

There are no service alerts for the Medidata platform at this time. Please "follow" to this article to receive email notifications about product issues.

ACCESSING ELEARNING

Medidata Rave eLearning is a training course integrated within the Rave application. Access to eLearning is granted when your Account Activation form is submitted to Medidata Support Services.

To access eLearning:

1. Once an account is activated, the eLearning start page will open.

http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash&promoid=BIOW

2. Click the Start Course button to begin the eLearning module

3. The Welcome screen opens with voice instruction.

Note: If the user logs off of Rave prior to completing the eLearning course, eLearning will start up at the next Rave login.

4. Click the Start Course button on the Welcome Page. This will display the Module options:

5. At the completion of the course, the user will take a Post Assessment module. Upon completion of the Post Assessment module, the Post Assessment Results page will display.

Note: Users must receive a post assessment score of 80\% or higher to obtain access to their assigned Study and/or Sites in Rave.

It is recommended that the user do not re-take the assessment once they have passed with a score of 80\% or higher. Doing so may erase the passing score that has already been obtained.

6. After you have successfully completed the assessment, please click on the Exit button at the bottom of the screen and do not log out of the RAVE System.

ACCESSING RAVE

Upon successful completion of eLearning, the user must electronically sign their training record in order to access their study and/or site in Rave.

To electronically sign a training record:

1. From the Post Assement module, return to the Rave Home page.

2. Click on the blue link Once you have completed and passed any required assessments, click here. The link will display the Training Course name and prompt the user for their Rave password.

Note: Skipping this step will prevent access to Rave, even if a passing score has been obtained.

3. Enter your password in the field available and click the Enter button.

4. When the password is entered, you will be directed to your Study/Site page in Rave.

COMMON TROUBLESHOOTING GUIDELINES:

1. E-learning module opens in a Pop-up window. Your Internet browser Pop-up blocker needs to be turned off so the window loads. If you click on the Start button and the Pop-up window does not open, please follow the steps below to turn the blocker off: From the Tools drop- down menu of your browser select Pop-up Blocker and choose Turn Off Pop-up Blocker.

2. E-learning module requires Adobe Flash Player version above 10.x.xx.xx. If the e-learning freezes or does not completely load this may be due to your Flash Player.

The below URL will display the version of the Adobe Flash Player that you have installed on your PC. It is displayed near the top in a box titled Version information:

http://www.adobe.com/software/flash/about/

The below URL will upgrade your Adobe Flash Player to the latest version (11.x.xx.xx):

3. If the e-Learning screen shows 100\% complete, but the e-Learning doesn't launch, please try and disconnect from any VPN connection and/or disable the local firewall. If possible, please try access the e-learning on another computer out of your current network.

Issue

I’ve forgotten my Rave password and do not have my PIN to change/recover my account

I'm locked out of Rave

Self-Help & FAQs

Q:What is the PIN Rave is asking for? I don’t remember setting this up with my Username.

A:Your PIN was assigned to you by Medidata or your company administrator. If you saved your email, search for email title “PIN” or our sending address “@mdsol.com” and see if you can find your PIN there.

NOTE:If you can not find your PIN in an existing email, you’ll need to call our Helpdesk to get a new PIN. For security reasons, there is no other way to give you a new PIN without contacting our Helpdesk.

Q: Can I save/write down my PIN?

A: Yes! Absolutely. Just please make sure it's in a secure location that can't be easily compromised.

Q: I’m in a hurry, how can I make this process of speaking to an agent go faster?

A:Please have the following items ready to go when speaking to an agent (either via phone or chat box):

First and last name

Email address

Study/URL

If you have already opened a ticket, you can just provide the ticket number.

Q: Why do I get locked out of Rave without a PIN?

A: Due to security measures in Rave, we have a 2-factor authentication set-up. So if you forget your password and need to reset it, you can only do so if you also have your assigned PIN. By the way, after a few tries of entering your PIN incorrectly, you’re locked out of Rave.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Quickly gain know-how in the Medidata platform through Medidata Academy’s extensive courses and flexible training formats. Simply click the link you want below and follow the instructions to sign up. You can always view our full Course Catalog or just our public courses as well.

Rave:

Best Practices: Rave Study Build

Best Practices: Rave Study Build and Global Library Management

Advanced Rave EDC for Site Users

Batch Uploader 3.0

Best Practices: Rave Labs and Batch Uploader

Best Practices: Rave Amendment Manager

BOXI to BO4 Upgrade eLearning

Business Objects 4.1 (BO4) Workshop for Rave

Overview of the Differences Between Rave and RaveX in EDC

Overview of the Differences between Rave and RaveX in EDC and Architect

Data Privacy Considerations for Clinical Systems

EDC Inspection Readiness for Clinical Sites

EDC Inspection Readiness for Sponsors and CROs

Foundations of JReview

Introduction to Ad Hoc Reporting with Business Objects for Rave

Medidata Batch Uploader 2016.4.0 Release Training

Medidata Enterprise Reporting

Medidata Fundamentals Overview

Medidata Patient Cloud ePRO for Study Builders

Medidata Rapid Study Builder

Medidata Rave Clinical Views Overview (ILT)

Medidata Rave ODM Adapter Training Workshop

Medidata Rave Study Design and Build Essentials (SDBE) - Data Managers

Medidata Rave Study Design and Build Essentials (SDBE) - Data Validations

Rave 360 Reports

Rave 5.6.2 to 5.6.4 Upgrade

Rave 5.6.3 to 5.6.4 Upgrade

Rave 5.6.4 Amendment Manager Upgrade

Rave 5.6.4 to 2012.1.0 Upgrade

Rave Advanced EDC for Sponsors

Rave Amendment Manager

Rave Architect Security

Rave Certified Study Builder Exam Prep Course

Rave Clinical Views Overview

Rave Configurable DataSets

Rave Configuration

Rave Configuration (ILT)

Rave Configuration Loader

Rave Custom Function Programming Workshop

Rave DCF for End Users

Rave Double Data Entry for End Users

Rave Double Data Entry for Study Builders

Rave EDC Dictionary Coding

Rave EDC Essentials - All Roles

Rave EDC Essentials for Clinical Research Associates (Monitor)

Rave EDC Essentials for Clinical Research Coordinators

Rave EDC Essentials for Data Managers

Rave EDC Essentials for Investigators

Rave EDC Essentials for Investigators with Data Entry

Rave EDC Essentials for PMS Physicians

Rave EDC Essentials for Read-Only Users

Rave EDC Essentials Train the Trainer (TTT)

Rave EDC Lab Data Handling

Rave eLearning Configuration

Rave Email Alerts

Rave Essentials for Custom Function Developers

Rave Essentials for Outputs Specialists

Rave Fundamentals Overview

Rave Lab Administration

Rave Lab Loader

Rave PDF Generator

Rave Query Management

Rave Report Administration

Rave Report Localization

Rave Report Packager

Rave Reporter

Rave Script Utility

Rave Script Utility Manager

Rave Site Administration

Rave Status Updater

Rave Study Design and Build Essentials - Data Managers Refresher Training

Rave Study Design and Build Essentials - Data Validations Refresher Training

Rave Study Design and Build Essentials Train the Trainer (SDBE TTT)

Rave Translation Workbench

Rave User Administration

Rave Web Services

Rave Welcome Message

Using HTML and Dynamic Marking Tags in Rave Study Design

What's New: Rave 2015.1.0

Medidata Patient Cloud SensorLink Registration and Patient Management

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new courses are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

OnSaturday November 10, 2018iMedidata Production will have planned maintenance to upgrade the version of the database. The maintenance window will be from7pm-8pm EST. During the maintenance window there will beup to five minutes of downtime. Where possible it is suggested to avoid system usage during this time.

During downtime if you attempt to access iMedidata you will receive a 404 Error Page Not Found which means:

General users will not be able to log in, complete eLearning courses, change your profile, link accounts, sign up for two-factor authentication, nor change your password.

From iMedidata and Cloud Administration, Owners will not be able to administer changes for study group / client division, study, site, user (including registering new Patients via Patient Cloud ePRO), depot, and eLearning.

For those clients using Cloud Administration, Owners will not be able to administer changes for organizations, people, teams, and countries.

For those clients with an API integration to iMedidata or Cloud Administration, you will not be able to read information through the integration or make any edits. Requests made during downtime will need to be resent to iMedidata or Cloud Administration once it is back online to have the request processed.

After the downtime ends all users may be required to login again while navigating and performing work in Medidata products.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue

I have successfully generated a PDF file, but I don’t see it under the "My PDF Files" section in PDF Generator.

Self-Help

To view a Data PDF file in My PDF Files, you need to have access to the same data generated in the file in Rave EDC:

Check what Study, Environment, and Role the file was generated for and compare them to your EDC Access.

Your role should be able to view all sites by default. If you have access to only some sites, you will not be able to view Data PDFs.

TIP: If you have multiple role assignments in iMedidata, make sure you to access Rave with the same role, the PDF File was generated for.

FAQs:

Q: I am not sure what access I have and whether it is sufficient to view the Data PDF I generated.

A: Please call our Help Desk. We can check your assignments for you.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue:

I am following the link from my study invitation but it’s expired and I can't log in to iMedidata

Self-Help:

Is this your first time logging in? See our article iMedidata: How do I activate my account

If your account is activated, try to log in with your username and password

If you have forgotten your username or password, see our article iMed idata: I can't log in because I’ve forgotten my password or security question answer

Note:

iMedidata invitations expire within 30 days of receiving the email or when they have been used.

If you have activated your account and click the link to reset your password, that email only lasts 4 hours and can't be reused.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue:

I have a Rave and iMedidata accounts and I want to link them.

I am getting an “Invalid Username and/or password” message upon linking.

Self-Help:

Whenever a new iMedidata account is created for you, you can simply link it to your existing Rave account by following the steps below.

Note: This is applicable only for Sponsors who are transitioning their studies to iMedidata and the users have both iMedidata and Rave accounts.

Follow the link in your invitation for iMedidata.

Create your iMedidata account. *Only applicable for new accounts

Accept all of the Invitations for the URL/Study Group/Study/Site.

Complete any assigned and required e-Learning courses.

Access Rave from iMedidata byclicking the Rave EDC module.

In case you already have a Rave account with the same e-mail address, the system will display the following window.

call our Helpdesk

Click Link Account. *You need to enter your Rave password

Invalid Username and/or password” message upon linking

Whenever you receive this message upon accounts linking, you need to verify the status of your Rave account:

If it is active verify the username is correct on the linking page (it will appear in the brackets as shown on the screenshot above) and also ensure you are using the correct Rave account credentials. If needed, please reset your Rave credentials (password).

It is NOT active in case the account is inactivated then you will not be able to link it. A new iMedidata account will need to be created. To do please click on the “Create a New Account” as shown below:

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Quickly gain know-how in the Medidata platform through Medidata Academy’s extensive courses and flexible training formats.

Browse the full Medidata Academy Course Catalog below or view just our public courses.

Note:RaveX training is specific to RaveX EDC and RaveX EDC study building. Those courses are listed under the category, Rave EDC. All Legacy Rave-related coursescan be found under the Rave EDC (Legacy) productcategory.

Quickly gain know-how in the Medidata platform through Medidata Academy’s extensive courses and flexible training formats. Simply click the link you want below and follow the instructions to sign up. You can always view our full Course Catalog or just our public courses as well.

iMedidata:

iMedidata 2018.2.0 Release Training

iMedidata 2018.1.0 Release Training

iMedidata Account Management

iMedidata for Admins: Managing a Study

iMedidata and Medidata Cloud Administration eLearning Modules

iMedidata Release Training 2016.3.0

iMedidata 2016.1.0 Release Training

Release Training iMedidata 2015.1.0

iMedidata Release Training 2016.4.2

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new courses are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

1. You will be notified via email that you were invited to participate in an initiative or that you were added to a group which is part of an initiative.

2. Check your email and click 'View Invite'.

3. You will be brought to a new webpage to accept the invitation.

4. Once you accept the invitation you will fill in your name and create a password.

Please note, password requirements are: between 6-30 characters, contain one upper case letter, one lower case letter, and one symbol.

5. Once you have configured your password you will be logged into the InteleGRID.

Issue:

I am not sure how to take a screenshot of my current screen.

Self-Help:

Press the PrintScreen button on your keyboard. (The Print Screen button might also be located on a different place on the keyboard)

call our Helpdesk

Right click on the Desktop and open a new Microsoft Word Document.

Right click on the blank field of the Microsoft Word Document and clickpaste.The screenshot will then appear on the Microsoft Word Document.

Click on the Save button to save the screenshot.

Then the screenshot is ready to be attached to an e-mail and send to [email protected]

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

All submitted exams, documents, and comments are available for review at any time.

To locate this data:

1. Select the subject from the ‘Home’ screen.

2. Select the visit.

3. Scroll to the bottom of the subject screen.

4. Review all data that has been submitted.

FAQS:

Q: WHERE DO I FIND MY ACCOUNT NUMBER?

A: You can find your new account number in your profile.

Click on your User Name in the top right-hand corner of your iMedidata screen.

Your Account Number will pop up above "Edit Profile."

call our Helpdesk

Q: WHAT IS THE BENEFIT OF AN ACCOUNT NUMBER?

A: The account number will permit you to enter identifying information before speaking to an agent which will save time and help automate the process. As part of our commitment to making our interactions between the Helpdesk and our Customers effortless, using this account number will save both parties time on the phone.

Q: HOW DO I USE MY ACCOUNT NUMBER?

A: When you call the Help Desk you will be prompted for your account number.

Q: I’M NEW TO iMEDIDATA AND DON’T HAVE AN ACCOUNT.

A: If you are new to iMedidata, you will be given your account number when you sign up for an account.

Q: I NEED TO RESET MY PASSWORD. DOES THAT AFFECT MY ACCOUNT NUMBER?

A: Resetting your password does not change your account number. (If you need help resetting your password, please view a helpful article HERE.)

Q: IS IT OKAY TO WRITE MY ACCOUNT NUMBER DOWN?

A: Yes - just keep it in a safe place.

NOTE: If someone gets your account number they can not access your account as there is still a verification process to go through with the Helpdesk agent.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

Following these steps should solve your issue. If it hasn’t, please.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Customer Success Center!

(This article was previously titled "Browser Vulnerability Alert" - updated 9/11/2018)

To ensure that our software operates with current security standards, Medidata’s products will only run on modern browsers that have Transport Layer Security (TLS) enabled, which is an industry standard protocol designed to protect the privacy of information communicated over the Internet.

If you are unable to upgrade your existing, unsupported, browser version at this time, you may be able to continue to use your existing browser if your browser settings can be changed to enable TLS 1.2. (SEE BELOW)

Reference - Unsupported Browser Versions

Microsoft Internet Explorer - Versions older than 8.0 (IE6 and IE7)

Google Chrome - Versions older than 30.0

Firefox - Versions older than 24.0

Opera - Versions older than 17.0

Safari - Versions older than 7.0

NOTE: If you can update your browser, you can update here:

Microsoft Internet Explorer

Google Chrome

Firefox

Opera

Safari

Accessing Medidata Platform with old browser versions

A banner message similar to the one pictured here will be displayed at the top of the log-in page when accessing Medidata Platform with any of the outdated browsers listed below.(NOTE: If you don't see this banner, your browser does NOT require upgrading at this time):

call our Helpdesk

Please also note that although the banner message will not be displayed, browsers other than those listed above may require additional settings changes to correspond with future security changes.

The actions you may be required to take are dependent upon which browser version you are currently using.

Browsers that need to upgrade: Those listed above (Chrome <30, Firefox <27, IE <11, Safari <7, Opera <17)

These versions are required to upgrade to a ‘Safer’ browser version.

Browsers which may be used with adjusted settings: IE 8-10, Firefox 24-26, some Google Chrome versions above 30, excluding latest versions

These versions should either be upgraded to a newer browser version or may still be used with some additional adjustments listed below.

NOTE: If you wish to continue using one of these unsupported versions, please contact your local IT/Desktop Support department to assist in reviewing the instructions below and to change the TLS settings appropriately.

Internet Explorer settings

Mozilla Firefox settings

Google Chrome settings

Internet Explorer Settings:

Confirm TLS setting and enable TLS1.2 in your browser

Click the “Tools” icon in the top right corner and select Internet options. (Alternatively, press the Alt key to bring up the menu, then click ‘Tools’ and select ‘Internet options’.)

Go to the Advanced tab on the right and scroll down to the Security section to confirm if “Use TLS 1.2” is selected. If not, please mark the checkbox and click on Apply before closing the window.

NOTE: If you are using IE8 on Windows Vista, you will only find the “Use TLS 1.0” checkbox. In this case, you should contact your organization’s IT department to upgrade the browser or OS to be compatible with TLS1.2 communication.

Confirm Go Daddy G2 root certificate is installed

From Internet Options, go to the Content tab and click on ‘Certificates’

Select the Trusted Root Certification Authorities tab and confirm that the Go Daddy Root Certificate Authority G2 is listed.

If your PC has Windows Update enabled, the latest versions of certificates are installed to your machine with Windows patches. In most cases, Go Daddy Root Certificate Authority G2 will have already been installed. If you cannot find the Go Daddy Root Certificate Authority G2, please contact your organization’s IT team and follow their advice.

Mozilla Firefox Settings:

Confirm TLS setting and enable TLS1.2 in your browser

After accessing Rave or iMedidata, click on the Padlock icon at the left side of the address bar, then click on the More Information

Click on the Security icon and confirm your current TLS version.

NOTE: If “TLS 1.2” is included in the list contained under Technical Details then no further action is required and you may close the window. If you do not see “TLS 1.2” then please proceed to the next step.

To set-up TLS 1.2, enter the text “about:config” in the address bar on the browser and press Enter. Please make sure no spaces are entered.

An alert screen will appear but go ahead and click on the “I’ll be careful, I promise!” button.

The Configuration window will appear. In the Search bar, enter the text “security.tls.version” and press Enter.

Right-click on “tls.version.min” and select Modify.

In the pop-up window, change the value to “1” and click OK before closing the browser.

NOTE: If ‘1’ is set for ‘security.tls.version.min’, TLS 1.0 / TLS 1.1 / TLS 1.2 are enabled.

Confirm Go Daddy G2 root certificate is installed

Click the Open menu icon at the top-right of the window, and selectOptions.

SelectAdvanced from the left pane. Go to the Certificates tab and clickView Certificates.

Select the Authorities tab and confirmGo Daddy Root Certificate Authority G2 is listed.

Google Chrome Settings:

If your browser is a version less than Chrome 30, please contact your local IT team to upgrade to the latest version permitted within your organization. After upgrading your browser, please check the TLS setting. If the upgraded browser does not use TLS1.2, you can enable it by following the instructions below.

NOTE: The latest browser versions enable TLS1.2 as default and you may not need to change your settings manually.

Confirm TLS setting and enable TLS1.2 in your browser

After accessing Rave or iMedidata, click on the Padlock icon at the left side of the address bar, and then click on the More Information

Select the Connectiontab and confirm which version is being used for TLS communication. If you do not see “TLS 1.2”, then please proceed to the next step.

Click the Customize and control Google Chrome icon, then selectSettings.

Click on Show advanced settings at the bottom of the page.

Click on Change proxy settings in the Network section.

The Internet Options window will be displayed.

Go to the Advanced tab on the right and scroll down to the Security section to confirm if Use TLS 1.2 is selected. (If not, please mark the checkbox and click on Apply before closing the window.)

Please note that the window name may vary (e.g. Internet Properties) according to your browser version).

Confirm Go Daddy G2 root certificate is installed

Click the Customize and control Google Chrome icon and select Settings, then select Show advanced settings.

These steps are exactly the same as those described in “Confirm TLS setting” section above. ClickManage Certificates.

Select the Trusted Root Certification Authorities tab and confirmGo Daddy Root Certificate Authority G2 is listed.

Please contact your local IT/Desktop Support if you experience any issues with the settings/upgrades or if you have any questions.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Quickly gain know-how in the Medidata platform through Medidata Academy’s extensive courses and flexible training formats. The following are our public courses for Rave.

Medidata Rave Study Design and Build Essentials (SDBE) - Data Managers

Medidata Rave Study Design and Build Essentials (SDBE) - Data Validations

Rave Certified Study Builder Exam Prep Course

If you need classes for additional products, you can view the full course catalog here.

If you are browsing Medidata Knowledge Spaces on Internet Explorer, and you have Apple’s Quicktime plugin, you will not be able to view videos from the Knowledge Spaces. This is a known incompatibility issue between Microsoft and Apple related to MP4 videos.

We are looking to change the way we display videos, which will circumvent this issue. Until this is rolled out, please use Chrome or Firefox browsers to view "Show Me"videos on Medidata Knowledge spaces.

1. Users can be part of different groups that can have different levels of access to cases and worklists in an initiative.

2. Follow the directions in the ‘ Managing Groups ’ Zendesk section to refer how to add/remove users to these groups.

3. To change to access a user/group has to a certain worklist, click the ‘Configuration’ tab, click the orange ‘Go-to’ button under ‘Initiatives’ and then the ‘Overview’ button for the initiative on the right-hand side. Next, click the arrow next to ‘Actions’ and hover down to click on ‘Manage Workflow’ in the list. Now click the ‘Edit’ button for the Workflow the worklist is in, then scroll down to again click the ‘Edit’ button for the Worklist.

4. Now you should see ‘Management Group’ and ‘Access Group’ as seen below in the screenshot. The ‘Management Group’ is those who have access to edit the Worklist, while the ‘Access Group’ is those who can only access the worklist to complete it.

5. To change either group, click the arrow next to the current group listed to get a drop down of available groups, to create a new group click ‘Create a New Group' from the list.

6. Next, type in whatever name you want your new group to be called, keep in mind the user you are currently be logged in as will be the only user in the group once it is created. Click the ‘Create the Group’ button to create the group.

7. Now you will be able to select this new group, to change as either the ‘Management Group’ or the ‘Access Group’.

Issue:

I am receiving a Network Failure error when I’m downloading Rave Data Stream Reports in CSV or TXT format with Google Chrome.

Self-Help:

Using Firefox:

The quickest solution is to use Mozilla Firefox. No other steps are needed in this browser.

Using Chrome:

Use Google Chrome Version 51 or higher but take the following steps:

Open a stream report, Select 'CSV' as the format and the 'InLine' option

call our Helpdesk

Then click "Download File", Copy the text that appears in the window and paste it into a text editor.

Save the file as a CSV file (if this can't be done, save in another format and then rename the file extension to .csv)

Open the report in Excel and edit as necessary.

Using Internet Explorer:

Use Internet Explorer with the 'InLine' report download option selected instead of 'Attachment':

Create your report in Reporter as you normally would.

When the Download File screen appears, change Export Type from Attachment to Inline.

Click Download File.

When "What do you want to do with Stream-QueryDetail.csv?" click on Save as.

DO NOT use the Open option as that will open the file in IE as a comma delimited file. While the data is correct, we are looking to open the CSV file in Excel.

Choose a location such as your Desktop or the Downloads folder to save the file. Make sure the file type is Microsoft Office Excel Comma Separated Values File (*.csv).

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Types of Alerts You Can Receive:

Case Received - A new case has been sent to your group.

Case Created - A new case has been created and your group has access.

New Study - A new study has been added to a case your group has access to.

The InteleGRID Director Is Not Connecting - The InteleGRID Director has not checked in with our servers in an expected time frame.

The InteleGRID Director Has Low Disk Space - The InteleGRID Director is low on disk space used for temporary data storage (during transfers).

Case Mapping Needed - A case from a new recipient was sent directly to you. You need to select which group to associate the case with.

1. Go to the ‘Configurations’ tab and then click on the orange ‘Go-to’ button under ‘Alerts & Notifications’.

2. If you want to add an alert for a certain action, click the orange ‘Add Alert’ button the right, then select the type of alert, making sure your contact information is right and then clicking the orange ‘Save’ button.

3. In order to remove and alert, go the right side of the desired contact you no longer want to receive the alerts, then click the ‘Actions’ button using the drop-down arrow, and click ‘Remove Alert’.

1. The user will receive notification that a Subject has been referred back to the user. The user will click on 'Queries' to load the available queries.

2. The user will click on the subject from the Queries list and complete the required action (upload an image, take action on a visit).

3. After the query is completed, the user will click the 'Submit' button.

Quickly gain know-how in the Medidata platform through Medidata Academy’s extensive courses and flexible training formats. Simply click the link you want below and follow the instructions to sign up. You can always view our full Course Catalog or just our public courses as well.

Targeted SDV:

Introduction to Medidata Targeted SDV

Targeted SDV Configuration

Targeted SDV Subject Management

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new courses are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

Issue:

I am unable to establish outbound connectivity using Medidata Medical Imaging (MMI).

Self-Help:

Depending on your organization’s security policies, you may need to modify your proxy or firewall. Most sites are not required to adjust firewalls for the Director to function properly.

AWS IP Addresses

With Imaging's move to the AWS hosting environment, users who upload or download image files should consider adding the following IP Addresses to their ‘whitelist’ if their networks or computers are configured to block outbound connections.

Wherever possible customers should setup outbound firewall rules to allow access to specific domain names rather than fixed IP addresses. Should the need arise given increased system volume, the AWS hosting environment may dynamically add additional IP addresses. Allowing access to the specific domain names will ensure no interruption in service should that occur.

Although not required for uploads and downloads to complete, users who add these IP Addresses to their whitelist in advance will continue to experience optimized upload and download performance without interruption.

Commercial Imaging Platform

Outbound

TCP Port: 443 - Standard HTTPS Internet Connectivity

imaging-commercial.imedidata.com

imaging-viewer-commercial.imedidata.com

www.intelegrid.com

www.intelegridapp.com

sc-imaging-commercial.imedidata.com

app-frontend-mmi-commercial-alb-43681690.us-east-1.elb.amazonaws.com

mmi-commercial-eunity-alb-543380278.us-east-1.elb.amazonaws.com

d2xgzcbpny9qx7.cloudfront.net

d1zqww5l4qy8sb.cloudfront.net

ifc-imaging-commercial.imedidata.com

mmicommercial-production-1642403137.us-east-1.elb.amazonaws.com

asp-imaging-commercial.imedidata.com

34.224.3.245

Outbound

TCP/UDP Ports: 31001 and 31002

asp-imaging-commercial.imedidata.com

34.224.3.245

Clinical Trial Platform

Outbound

TCP Port: 443 - Standard HTTPS Internet Connectivity

imaging-clinical.imedidata.com

endo.intelemage.com

imaging-viewer-clinical.imedidata.com

sc-imaging-clinical.imedidata.com

app-frontend-mmi-clinical-alb-2086016901.us-east-1.elb.amazonaws.com

mmi-clinical-eunity-alb-966154399.us-east-1.elb.amazonaws.com

d3ar85f3xkm9u7.cloudfront.net

ifc-imaging-clinical.imedidata.com

mmiclinical-production-484189614.us-east-1.elb.amazonaws.com

asp-imaging-clinical.imedidata.com

34.234.70.92

Outbound

TCP/UDP Ports: 31001 and 31002

asp-imaging-clinical.imedidata.com

34.234.70.92

Pre-AWS IP Addresses

Note:Medidata Medical ImaginginteleGRID client software securely communicates with theMedidata Medical ImaginginteleGRIDservers by way of OUTBOUND TCP Port 443 and TCP/UPD Ports 31001 and 31002. (See related article HERE.)

In the event that your systems are configured to block outbound connections, add the IP addresses below to your “whitelist”:

208.81.100.94 204.225.38.0/24

208.81.100.211 204.225.39.0/24

If you cannot use a netmask in your proxy/firewall configuration, below is the current set of IP addresses in use:

208.81.100.94

208.81.100.211

204.225.38.94

204.225.39.94

204.225.38.139

204.225.39.139

204.225.38.141

204.225.39.141

204.225.38.144

204.225.39.144

204.225.38.145

204.225.39.145

204.225.38.152

204.225.39.152

204.225.38.156

204.225.39.156

204.225.38.161

204.225.39.161

Following these steps should solve your issue. If it hasn’t, please call our Help Desk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

Issue:

I am having trouble changing my Medidata Medical Imaging (MMI) password.

Self-help:

You can change your MMI password at any time.

Note: If you are an iMedidata user, you must change your password in iMedidata.

On the upper right-hand side of any page,clickProfilein the blue header bar.

Enteryour new password inChange PasswordandPassword Again.

ClickSave.

Following these steps should solve your issue. If it hasn’t, please call our Help Desk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using Medidata’s Help Center!

Issue:

As a User, my Medidata Software isn’t performing as expected. It'sslow, finding errors, and pages are freezing.

Self-Help:

You can try remedying this by cleaning yourcache for your specific browser.

Select the browser (byclicking the link below) you are using for instructions on how to clean your cache:

Google Chrome

Internet Explorer 8, 9, 10, 11

Mozilla Firefox 24+

Mozilla Firefox 21+ for Mac

Apple Safari

If cleaning your cache doesn't solve your issue, please try setting your computer into Compatibility Mode.

FAQs:

Q:What is a ‘cache’ and why does it affect my computer performance?

A:Internet browsers use ‘caching’ to store HTML web pages by storing a copy of visited pages, and then using that copy to render whenever you revisit that page. When the stored cache is too big, this can cause performance issues with your browser. Cleaning the cache might resolve issues such as (but not limited to): slowness, firing error messages, and pages freezing.

Q: What is Compatibility Mode?

A:Compatibility mode is a software mechanism in which a software either emulates an older version of software, or mimics another operating system in order to allow obsolete or incompatible software or files to remain compatible with the computer's newer hardware or software. Enabling the browser’s compatibility view might resolve issues such as, but not limited to links, drop down menus or buttons that are not working properly, missing website functionalities and webpage freeze.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

TOP FAQs:

Q: What if I can’t remember the answer to my security question or iMedidata isn't accepting my security question answer (even though I know the answer is correct)?

A: If iMedidata isn’t accepting your security answer (despite it being correct), your security answer has expired. To Either call our Helpdesk (open 24/7) or chat with a live agent in our chatbox in the lower right-hand corner, M-F 9 am to 3 pm EST.

Q: The “Password Reset” link in the email Medidata sent isn’t working.

A: Your link has expired as it's only good for 4 hours after Medidata sends it to you. To get another link, go back into iMedidata and click on “I forgot my username or password.”

Q: Where are my training certificates in iMedidata? Can I save them?

A: Your certificates are in your Tasks Panel on the right-hand side. Click on eLearning, which will take you to a screen where you can click on the PDF of the certificate you want to view or download.

Q: What if I have already completed the course in a different system and have my eLearning Certificates?

A: The decision to override an eLearning course can only be taken by the Sponsor team. You can consult with your line manager or direct point of contact from the Study team to see if the Course can be waived.

Top iMedidata Articles:

How Do I Activate My Account

My eLearning Course Isn’t Marked as Complete

I can't log in because I’ve forgotten my password or security question answer

Single Sign-On Authorization

How Do I Enable Two-Factor Authentication

How Do I Disable Two-Factor Authentication

How Do I Link Two or More Accounts

How Do I Link my Rave & iMedidata Accounts

iMedidata Trainings & eLearnings via Medidata Academy

Other iMedidata Sections:

iMedidata Release Note Summaries

iMedidata Known & Resolved Issues

iMedidata Product Self-Help

Helpful Medidata Articles:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

Open a Ticket Online

Helpdesk Phone Numbers

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue

As a user, I want to reset my FTP password

Self-Help

In order to reset your 3rd Generation FTP passwordnavigate to https://ftp01.ftp.mdsol.com:8081 or https://ftp07.ftp.mdsol.com:8081

*You should use these links for password reset purposes only.

When the page is loaded click the forgot password option:

call our Helpdesk

The following window will load, enter your email or the username the email is associated with and click submit:

You will see the following message:

Note: The password reset link is active for 10 minutes!

You will receive the following email:

Once you click on the link, you will be directed to the password reset screen. Enter your username or email. Type and confirm the new password. The click Submit:

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Issue:

My eLearning course does not launch

My training course is freezing/displaying a black screen/not responding/not displaying correctly

Self-Help:

NOTE: All eLearning courses require Adobe Flash Player.

First, check to see if your pop-up blocker is disabling the eLearningwindow from displaying properly.

If your pop-up blocker is not the issue, you may have an old version of Adobe Flash. To solve this you can do one of two things:

Quick Fix: You canuse a different browser, such as Google Chrome as itnormally utilizes the newest Flash Player versions and is less likely to require an update.

Longer Fix: Updateyour Flash Player version (either yourself or contact your IT department) by following the steps below:

Click http://get.adobe.com/flashplayer

Uncheck the boxes against all optional offers in the middle section of the screen

Click Install Now.

call our Helpdesk

Select Run at the prompt.

Complete the installation, then close and re-open your browser and try to run the eLearning course again.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please .

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

UPDATE 5/23/2016: This project is no longer on hold. Please follow this article to stay up to date on this project. If you have any questions, please open a ticket or call the Help Desk.

At Medidata, the issue of privacy and security is of the utmost importance to us. As such, we’ve made the informed decision to disable any client Medidata Rave user accounts that have been inactive for more than one year. In line with the principle of least privilege (POLP), this proactive measure will ensure that access to the Medidata platform is limited to the minimum number of users needed to maintain client operations and perform required tasks.

User access and activity logging for any deactivated accounts will be preserved. If a user whose account has been deactivated attempts to log in, he or she will be prompted to contact the Medidata Help Desk where an agent will assist the user.

Moving forward, Medidata will review the status of all user accounts on a regularbasis, and those that have been inactive for more than one year will be automatically deactivated.

Please feel free to reach out to our Help Desk or your Professional Service representative if you have any questions.

An Overview:

Medidata is continuing the update to the security protocols known as Transport Layer Security (TLS) and SSL Certificate Authority in our systems. We have completed the updates to all Medidata web services except FTP.

We will be applying the same TLS updated to the FTP servers in HDC and FRA. However, Global Sign will remain the certificate authority for FRA.

What is changing?

All FTP services on FTP04 must be migrated to FTP01 by December 1, 2018.

This is required in order to retire unsupported software and vulnerable TLS protocols. The new FTP01 server only supports TLS 1.2 and no longer supports weak encryption algorithms such as 3DES.

Please contact your PM for migration details.

All updates will be performed during the normal maintenance window: 6pm-10pm CDT.

How does this affect me as a User?

File uploads/downloads via FTP servers in HDC/FRA

What steps have already occurred?

The SSL certificates on FRA FTP services (ftp07, and ftp08) will be renewed with a Global Sign certificate on July 21, 2018. - COMPLETE

The SSL certificates on Houston Data Center (HDC) FTP services (ftp01, ftp02, and ftp03) will transition to Entrust Datacard as our certificate authority/provider on September 15, 2018 - COMPLETE

The supported TLS protocols on all FTP services in HDC will be restricted to version 1.2 on September 29, 2018 - COMPLETE

Weak cipher suites (smaller than 128 bits) will be disabled in HDC, including 3DES (which is considered to be 112 bits), on September 29, 2018 - COMPLETE

The supported TLS protocols on all FTP services in FRA (ftp07 & ftp08) will be restricted to version 1.2 on October 27, 2018 - COMPLETE

Weak cipher suites (smaller than 128 bits) will be disabled in FRA, including 3ES (which is considered to be 112 bits) onOctober 27, 2018 - COMPLETE

TESTING

One FTP server has been created to verify compatibility with both TLS 1.2 and Entrust root certificates. Neither test instance contains test data nor is capable of successfully responding to batch commands. Establishing an HTTPS (TLS) connection to the FTP service constitutes a successful test.

FTP HOSTNAME: ftp06.ftp.mdsol.com

Credentials are provided to test FTP connectivity only

Username: cs_verify

Password: 7^7J23a3

Medidata supports FTP/s (FTP over SSL) only

Supports TLS 1.2 protocol only

New Entrust certificate is loaded

FTP clients must support TLS 1.2 and with the Entrust Datacard root store certificate loaded.

FTP clients must support one of the following cipher suites:

TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256

TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256

TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384

TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384

TLS_RSA_WITH_AES_128_GCM_SHA256

TLS_RSA_WITH_AES_128_CBC_SHA256

TLS_RSA_WITH_AES_256_GCM_SHA384

TLS_RSA_WITH_AES_256_CBC_SHA256

The root stores may not be updated for a couple conditions:

The FTP clients are too old or not updated regularly. Entrust is supported by most major browser and FTP software including unsupported versions, so this should not be an issue.

The fix is to update the browser software or update the root store in the integration software. The Entrust certificate chain may be downloaded (see links below).

Root Certificate

Cross Certificate

FAQs:

Q: WHAT IS TLS 1.2?

A:The TLS protocol (aka SSL) is used to terminate secure browser and API integrations to web services. Versions 1.0 and 1.1 or the TLS protocol will no longer be supported by Medidata Clinical Cloud platforms as of June 2018. This affects all web services for Rave, RaveX and iMedidata platforms including FTP over SSL and other add-ons.

TLS version 1.0 is no longer considered secure by industry standards and contains known vulnerabilities such as Beast and TLS Poodle. This protocol is scheduled for deprecation in 2018 by major vendors such as Microsoft, Google, and Salesforce along with security frameworks such as PCI and NIST.

TLS version 1.1 is underutilized since the introduction of version 1.2 given there is little security difference and value between v1.0 and v1.1.

Q: WHAT IS AN ENTRUST CERTIFICATE?

A:SSL certificates are used to secure access to web services using TLS encryption protocols. Medidata is transitioning to Entrust Datacard as its primary certificate authority instead of GoDaddy as part of our certificate renewal. GlobalSign will continue to be our certificate authority for our EU presence.

Browsers, FTP clients, and integration (API) software rely on root stores for initializing secure communication with TLS (SSL). These root stores contain the root certificates of major certificate authorities such as Entrust and GoDaddy. If these root stores are not updated regularly, the client will experience a connection error if the root certificate from Entrust is not loaded. This is normally updated automatically by the software vendors.

Q:Which Medidata systems are affected by the TLS and Certificate updates?

A: The updates affect all systems that leverage web services over HTTPS. This includes browsers, FTP clients, and system integrations with RWS, iMedidata, EDI, etc.

Q: What is considered to be a successful test?

A: We are testing for connectivity only which means we are looking for an established secure connection. A browser will simply show a secure site badge and the authentication page. An FTP client will indicate authenticate successfully.

A file named Test_README has been created within the test folder for download verification; however, this step is not required. Uploadsare not allowed.

Q: Can Medidata create a test FTP site with test data in order to complete end-to-end FTP testing?

A: The test FTP instance was created to support minimal testing and cannot be populated with test data. We are not changing the application architecture of any system. The TLS infrastructure is independent of the application systems. Therefore, customers need only test for successful connectivity. There is no risk to the application/data architecture.

Q: Does the customer have to disable older versions of TLS?

A: No, not from the customer’s perspective. They must only be able to support TLS 1.2, and there is no requirement to disable the older versions in their software. We suggest that they do not to maintain compatibility with other older non-Medidata systems.

Q: Can the customers get more detailed information regarding their TLS connections?

A: We cannot provide detailed log information due to the nature of the encrypted sessions and our FTP architecture.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

To add a user to an already existing group:

1. Click on 'Configuration'

2. Click on 'My Groups'

3. Click on 'Add User' for the group that you want to add a user to

4. Enter the user's First Name, Last Name, and Email

5. If the user will need to also be able to add additional users to the group, check the box next to 'Group Administrator'

6. Click Save when completed

To manage a user already part of a group:

1. Click on 'Configuration'

2. Click on 'My Groups'

3. Under 'Actions' for the group you want to manage, click on 'Manage Users'

4. Select the appropriate Action for the user that you want to manage

Based on the issue being experienced, utilize the below template to help expedite processing by our Helpdesk agents. This guide applies if you are opening a ticket (via Submit a Request) or chatting online with an agent using our chatbox in the lower right-hand corner.

These templates try to accommodate as many potential scenarios as possible. Please fill in whatever is applicable and add in any additional details that would be useful for the Technical Support teams to troubleshoot the issue.Remember to include any troubleshooting steps you (or your colleagues) may have performed.

NOTE: If the issue is urgent, the email must be followed up a phone call.The response time of email occurs on FIFO (first in / first out) basis so turnaround time for escalation to higher levels in the Medidata organization is not guaranteed.

NOTE: If the issue is occurring between the integration of 2 products, then please fill out as much information for both Products as available. For example, a term is in Rave, but not appearing in Coder, fill out the Rave & Coder sections.

Rave

What investigation/troubleshooting has been performed by user/client?

Study/Site/Subject/Folder/Form/Datapoint

Report Name/Parameters

Is this a new issue or ongoing? Did the system work previously?

Can any colleagues/peers replicate the behavior?

Error Message & Screenshot with details expanded

Screenshot of the location where the issue is occurring

iMedidata

Affected App

Error Message & Screenshot with details expanded

Screenshot of the location where the issue is occurring

Coder

Coder Segment

Describe the issue that is being experienced (Rave Coder or Coder Rave)

If Coder RaveTasks/Browse/Synonyms/Project Registration

Study/Site/Subject/Folder/Form/Datapoint/Dictionary

Report Name/Parameters/columns/rows

Is this a new issue or ongoing? Did the system work previously?

Can any colleagues/peers replicate the behavior?

Error Message & Screenshot with details expanded

Screenshot of the location where the issue is occurring

Rave RTSM (formerly Balance)

Rave version and when the URL was last updated- Needed to determine if Balance Edit checks or CFs should be used.

Study/Site/Subject/Folder/Form/Datapoint

Is this a new issue or ongoing? Did the system work previously?

If dispensation or randomization issue; is this the first subject in the study or site?

If dispensation or randomization issue; are there any special characters used in the Study, Site or Subject affected?

Has the subject been migrated recently or at all?

Can any colleagues/peers replicate the behavior?

Error Message & Screenshot with details expanded:

Screenshot of the location where the issue is occurring

Rave Safety Gateway

Safety Gateway Segment URL (safety.mdsol.com/<URL>)

Case ID(s)

Study/Environment/Site/Subject/Folder/Form(s)

Is this a new issue or ongoing? Did the system work previously?

Have previous cases transmitted successfully?

What investigation/troubleshooting has been performed by user/client?

Error Message & Screenshot with details expanded

Screenshot of the location where the issue is occurring

Edge CTMS

Study/Site/Subject/Visit/CRF

Report Name/Report Reference/Parameters

Is this a new issue or ongoing? Did the system work previously?

Was CTMS (or Rave) recently upgraded?

Can any colleagues/peers replicate the behavior?

Error Message & Screenshot with details expanded

Screenshot of the location where the issue is occurring

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

On Saturday, November 3, 2018, iMedidata INNOVATE will have a planned maintenance window to upgrade the database size.

The maintenance window will be from 7pm-8pm EDT with up to five minutes of downtime.

If possible, it is suggested to avoid using iMedidata to do the following items as you may receive a 404 Error Page Not Found message if any of the below actions occur during the few minutes of downtime.

General users will not be able to:

log in

complete eLearning courses

change your profile

link accounts

sign up for two-factor authentication

change your password.

From iMedidata and Cloud Administration, Owners will not be able to administer:

changes for study group/client division, study, site, user (including registering new Patients via Patient Cloud ePRO), depot, and eLearning

For those clients using Cloud Administration, Owners will not be able to administer changes for organizations, people, teams, and countries.

For those clients with an API integration to iMedidata or Cloud Administration, you will not be able to read information through the integration or make any edits.

NOTE: Requests made during downtime will need to be resent to iMedidata or Cloud Administration once it is back online to have the request processed.

Recommended Action: If you need to use iMedidata during this time and you receive a 404 Error Page Not Found, simply wait 5 minutes to redo your action.

After the downtime ends all users may be required to log in again while navigating and performing work in Medidata products.

ADDITIONAL HELPFUL ARTICLES:

Chat Hours

Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

How to Use Your iMedidata Account Number

General Troubleshooting Articles

Customer Success Center: Best Practices

Medidata Academy: Training & Learning

NOTE: If you do not have iMedidata, you do not have full access to all our resources in Medidata’s Customer Success Center. See this article in our CSC on how to sign up !

Following these steps should solve your issue. If it has not, please call our Helpdesk.

TIP: We are always working on ways to make our products work better for you, so remember to “follow” this article so when new solutions are posted, you’ll get an email alerting you!

Thank you for using the Medidata Customer Success Center!

Below is a list of videos that will help you understand how to use features and enhancements in MEDS Reporter (formerly TotalView). Simply click a link to watch the video.

Show Me How to Use Item History Reports using RTSM (latest training added)

Show Me How to Access TotalView

Show Me How to Load Reports

Show Me How to Update Reports

Show Me How to Schedule Reports

Show Me How to Distribute Reports

Show Me How to Customize Reports

Quickly gain know-how in the Medidata platform through Medidata Academy’s extensive courses and flexible training formats. Simply click the link you want below and follow the instructions to sign up. You can always view our full Course Catalog or just our public courses as well.

MEDS Reporter (Formerly TotalView):

Medidata TotalView eLearning Modules

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Medidata's Product Release Calendar + Glossary

Quick Guide: Finding Product Information

Opening a Ticket: Product Escalation Guidance

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Customer Success Center: Best Practices

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This is a comprehensive list of features that are live in MEDS Reporter (formerly TotalView). Please click on the feature you want more information about. (For more information please see our MEDS Reporter Home Page.)

POC for Dashboards and Cross-Platform Reports in TotalView

TotalView Knowledge Space Accessible from BI Launch Pad

Detailed Inventory Reports Support Display of the New Inventory Statuses

Blinding Logic in Strategic Monitoring Reports Synced with Strategic Monitoring Module

Localization Enabled for TotalView Interface

Current Treatment Composition Column Removed from Subject Report

Minor Formatting Enhancements to E2B Comparison Report

Strategic Monitoring Reports Enhanced to Display Client Division Scheme

Rave Safety Gateway E2B Comparison Report Available in TotalView

Coding Decisions Report Available in TotalView

Strategic Monitoring Reports Now Respect Blinding Permission

Detailed Inventory Report for Balance Unnumbered Items Available Separately

Detailed Inventory Report for Balance Numbered Items Available Separately

Study-Focused Summary Inventory Report Available in TotalView

Depot-Focused Summary Inventory Report Available in TotalView

Site-Focused Summary Inventory Report Available in TotalView

Country Report for Balance Blinded Users Available in TotalView

Site Report for Balance Blinded Users Available in TotalView

Depot Report for Balance Blinded Users Available in TotalView

Organization-wide Site Access Report

Organization-wide User Activation Status and Profile Report

Organization-wide eLearning Compliance Report

Organization-wide Application Access Report

Detailed Inventory Report

Subject Report

Depot Report

Site Report

Shipments Report

Country Report

Quarantine Report

Lots Report

Summary Inventory Report

Trial Supply Management PDF Reports are Enhanced

Reporting Objects Updated to Match TotalView Report Columns

Performance of TotalView Reports Optimized

Supply Plan Report Added to TotalView

Site Address Details Added to the Trial Supply Management Site Report

Additional Functionality Enabled in TotalView

Performance of eLearning Compliance Reports Improved

Live Known Issues List on Knowledge Space

Site Monitoring Summary and Metrics Report Available in TotalView

Site Telephone Contact Report Available in TotalView

Site Monitor Visit Metrics Report Available in TotalView

Issues and Protocol Deviations Report Available in TotalView

NOTE: MEDS Reporter was formerly known as TotalView.

MEDS Reporter 2018.5.0 is a single instance multi-tenant software, which is available as of 19-OCT-2018. Click the links below to learn more about this release.

New Features & Enhancements:

User History Report Available in MEDS Reporter

Site Monitoring Reports Sort Visits Logically by Default

Release Notes:

MEDS Reporter 2018.5.0 Feature Release Notes

Product Pages:

MEDS Reporter Home Page

MEDS Reporter Video Library

MEDS Reporter Known & Resolved Issues