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Troubleshooting

  • After copying a step, all dependencies disappeared

    It is possible to copy the field dependencies when copying a step. You have to choose to have the dependencies in the copied step reference to the original fields or the new copied fields.  If the dep...

  • I use two-factor authentication and have a new device

    When changing to a new mobile device where 2-factor authentication is enabled for your account, it is necessary to first verify your new device within the Google Authenticator app or temporarily disab...

  • I created a record with a wrong record ID. Can I change it?

    Once a record is created, it's not possible to modify the record ID.  It is possible to export the data that has been collected for this record ID, then create a new record ID and import the collected...

  • How can I request a study back-up recovery?

    Upon inquiry and in emergency situations, we can restore a back-up of a study. Doing this might lead to additional fees in certain cases. To request a back-up recovery, please contact support@castored...

  • Calculation errors

    This article provides an overview of errors you might find in your calculation field in data entry. The most common reason for calculation errors are mistakes in syntax (in the calculation template). ...

  • Data in a grid field has disappeared. How can I fix it?

    What happened? You have previously entered data in a grid field and now you can no longer see it. Adding new data also doesn't save.  What is the reason? If you are experiencing problems with saving d...

  • My study is not in the list - what happened?

    If you log in to Castor and can't find a study in your 'My Studies' overview, follow the guidance below to troubleshoot the cause: Account - do you have multiple Castor accounts? If so, check which ac...