Unexpected situations can happen—like a cancelled visit, lost connection, or switching devices. This section outlines simple steps you can take to keep your progress on track and know what to do next.
Lost Connection?
If your internet connection drops while completing a task:
You’ll see a message with brief steps to help restore your connection
Once reconnected, Clario automatically refreshes and returns you to the exact point where you left off
There’s no need to reload or restart—your progress is preserved, and the task continues seamlessly
Just press Start to begin.
Accidentally Closed the Browser?
If you close your browser while completing an task:
Reopening it restores your session and returns you to the dashboard
You won’t need to log in again
Important: The task will be closed, and any responses won’t be saved. If the task is still available, you can start it again from the beginning.
Leaving a Task Midway
If you exit an task before finishing (for example, by returning to the dashboard):
Your progress is not saved
The form will be closed, and any entered responses will be lost
If the form is still available, you can restart it from the beginning
This applies even if you stay within the Clario application—exiting the task ends its session.
Switching Devices Mid-Task
To ensure your data is captured correctly:
Complete and submit forms using a single device
If you’ve already submitted a form, close any duplicate sessions to avoid confusion
This helps maintain data accuracy and ensures your submission is included in the trial data
What happens if you switch devices midway? Only the first submitted version of a form is accepted into the trial data.
Important: Duplicate submissions from other devices may exist in Clario’s metadata, but they won’t appear in the portal and site staff won’t see them during review.
Multitasking on the Same Device
You can switch between Clario and other apps—like a music player—without losing your place.
If the application needs to refresh when you return, Clario will show a message. After refreshing, you’ll be brought back to the same screen you left.
Activity No Longer Available
After logging in, you may briefly see an “Activity Not Found” message. This usually means the activity is no longer available—often because its scheduled window has closed. The message disappears automatically, and you can continue with your study tasks. No action is needed.
What will you see?
A short message appears after login and clears on its own.
You can continue with your study tasks without interruption.
Should I Follow Up with My Clinical Site? You don’t need to take any action.
If you choose to follow up, site staff can use the activity reference shown in the message to confirm whether the activity has expired or was already completed.
Page Expired
If you see a “Page Expired” message:
The form didn’t load due to browser settings
Allow Clario to save and read cookie data in your browser
Third-party cookies can stay blocked
Refresh the page after updating settings to reload the task
