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Troubleshooting

I click on EDIT but the application does not open.

You have pop-up blocking software on in your browser. Even if you believe you have allowed pop-ups, there may be additional toolbars, etc. that are blocking your pop-ups. See instructions for allowing pop-ups in your browser.

I can’t see my approved applications.

Your approved applications appear on your eProtocol HOME page (the page you see when you first log in) in the section labeled Applications (Approved). It should appear towards the middle of your page. You may need to click the  at the right-side of the section header to expand this section.

I can’t find the application I need to amend.

Please refer to the instructions for Amendments.  If you do not see an application listed in your Applications (Approved) section, it may be that you were not listed as personnel on the study.  You will need to get one of the nominated contacts to add you to the application.

The option to "Start Amendment" or "Ethics Approval Extension" is not available; it appears grey.

  • You may not have EDIT access to this application. Select "Open in View mode" and click on the left-hand menu option "Personnel Info". Only those people listed in the first four roles (Principal Investigator, Admin Contact, Co-Investigator, Other Contact) have access to EDIT the study/application and start Ethics Approval Extension.   OR
  • An amendment or Ethics Approval Extension (renewal) may have already been started or is in-process for this application. Check on your HOME page in the Applications (In-Preparation/Submitted) section to see if the application is listed there.

I select "Start Amendment" and click OK, but am brought back to the page where I started.

You have pop-up blocking software on in your browser. Even if you believe you have allowed pop-ups, there may be additional toolbars, etc. that are blocking your pop-ups. See instructions for allowing pop-ups in your browser.

I received an error stating "Session expired."

Your application was left idle for longer than 30 minutes and has timed out. Close all of your browser windows and log back in to eProtocol.

I am trying to respond to HREC comments, but it appears as if there are none.

You might be confusing the HREC Return Notes item in the left-hand side of the application form with the HREC comments page, which is used during the official review cycle. If you are attempting to access comments from the HREC for an application that has already been assigned to a meeting date,
please see the instructions on how to respond to HREC comments. If your application was returned, please see instructions for returned applications.

I can’t open the PDF of my application/study or approval letter.

Recent changes in security may require Internet Explorer 7 users to change settings to download PDFs using the Print View (or View Approval Letter) function in eProtocol. Please do the following to adjust your settings.

  1. In Internet Explore7 click on “Tools” in the Menu Bar
  2. Choose “Internet Options”
  3. Click on the “Security” tab at the top of the window
  4. Click on the “Custom Level” button
  5. In the Security Settings Window make sure the following are set to “Enable”
    a. ActiveX controls and plug-ins – “Binary and script behaviors”
    b. ActiveX controls and plugons – “Automatic prompting for ActiveX controls”
    c. Downloads – “Automatic prompting for file downloads”
    d. Downloads – “File download”
  6. Click “OK” in the Security Settings Window
  7. Click “Yes” to the Warning about changing security settings
  8. Click “OK” in Internet Options Window

Now you should be able to open the PDF of your application (or approval letter).