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Support

Support

Owned by Jonathan Kurka, created
Last updated: Mar 19, 2025 by Jonathan Kurka
2 min read

Assistance with:

  • Basic functionality, such as how to create a survey

  • Guidance on accomplishing a goal with a module or function

 

image-20241125-212808.png Solution

  1. Check the REDCap Help & FAQ section, found at the top of the My Projects page.

Link to Help & FAQ on Enterprise system: https://redcap.asu.edu/index.php?action=help

Link to Help & FAQ on ESR system: https://esr.asu.edu/index.php?action=help

  1. Search the help_redcap channel for previous posts on similar topics

    1. Instructions on how to join the ASU Community Slack Workspace

  2. Check this space for possible solutions, such as our own FAQ

  3. If there are no previous posts discussing similar topics that are helpful, create a new post with the following information:

    1. Project ID and the system (Enterprise or ESR) the project is located on. This information is available on the My Projects page of each system.

    2. What is your end-goal with the function or action?

    3. What are you currently doing (what module, function, action tag, etc. are you using) to accomplish the goal?

    4. What is the outcome of what you’re doing and how is it different from the end-goal?

For new posts, the REDCap administrative team or other users may provide guidance on how to accomplish the end-goal.

  1. For development services, such as hiring an analyst or project coordinator to develop REDCap projects, please request a consultation with the College of Health Solutions Biostatistics Consulting Core

Support for:

  • System outages or receiving web page errors

  • System access, such as how to log in

  • Experiencing a system bug, such as a malfunction or unexpected behavior of a module

image-20241125-212802.png Solution

System outages

  • Submit a ticket here

    1. Indicate ‘Something is not working correctly’

    2. Indicate REDCap

    3. Provide the REDCap URL and describe the issue

  • Please don’t use this for project or account requests

System access

  • If you or a member of your team is having problems logging into REDCap, submit a ticket here

    1. Indicate the user that is having the issue

    2. Choose the appropriate ‘Request type’

      1. Request system access for non-ASU personnel

      2. Request access support for ASU personnel

      3. Renew/Extend an expiring account

    3. Indicate which environment the user is having problem with

      1. Enterprise: redcap.asu.edu

      2. ESR: esr.asu.edu

    4. Continue completing the form and submit

Projects

  • Project support (e.g. issues with a bug or data), submit a ticket here

Project access

  • Project access is controlled at the project-level by users that have User Rights capabilities on the project. Please contact the person wanting you to gain access to the project for support. More information can be found here.

  • If no users can access the project due to account expirations, please submit a request here.

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