14 Troubleshooting for Investigative Sites

Occasionally, investigative sites need to work with their respective Information Technology associates to resolve issues regarding access to Oracle Site Activate. Below, we identify several common scenarios and guide the next steps.

Tip:

Once you've accessed the Oracle Site Activate application, set a bookmark so you can easily locate it in the future.

Scenario 1: I didn’t click on my activation email, and I’m getting a message that the activation token expired.

Follow these steps:

1. Click on the link to Oracle Site Activate (where you received the error message).
2. Click on the Oracle Site Activate logo to access the Home page.
3. Click Forgot Your Password and enter your email address.
4. Click Done. You will receive a new email to activate your account.

Scenario 2: I received the email to activate my account, but it appears that the link has been blocked/removed by my IT department.

Contact your Sponsor/CRO partner, who will assist with getting this resolved.

Scenario 3: I received the email to activate my account, but when I clicked the link, I received an error message that the site could not be found.

The web application URL address in the link may be blocked by your organization. Please contact your IT department and request that they “allow list” or "safe list" anything associated with <.gobalto.com>. Once this is complete, you will be able to access the application.

Scenario 4: I can log into Oracle Site Activate, but when I do, all I see is a blank screen.

Contact your Sponsor/CRO Partner. You have likely not been assigned to a study at this time.

Scenario 5: I have problems accessing the system with Internet Explorer (IE).

Please use a different browser. Oracle Site Activate is hosted in the cloud and runs on multiple browsers. We certify or support the latest versions of Google Chrome, Microsoft Edge (Chromium), or Mozilla Firefox. Internet Explorer is not a certified or supported browser.

Scenario 6: I received an email alert that I have activities to complete, but the link has been omitted in the email due to e-mail restrictions at my site.

In this case, you will need to treat the alert purely as an email notification and know that when you receive one, you will need to go directly to the Oracle Site Activate application using the bookmark that you created when you activated your account. When you have completed your activity, delete the email.