Forgot CTRP Password?

If you have forgotten your CTRP username or password, or need other assistance regarding CTRP system access, visit the NCI Password Station.


Troubleshooting

Record ... does not exist.

When one of the "Overwrite" upload options is selected, the Unique Protocol ID must exactly match that of an existing record in the PRS, as well as the Lead Organization Trial Identifier in CTRP. This is essential to ensure that the correct record is overwritten.

Resolution: Ensure that the correct Unique Protocol ID was entered. If the PRS record to be overwritten has a different ID (e.g., a CDR number from NCI PDQ):

  1. Add the current Unique Protocol ID to the PRS record as a Secondary ID.
  2. Change Unique Protocol ID to match Lead Organization Trial Identifier from CTRP.
  3. Carefully review the record in CTRP to ensure that the information to be overwritten into the PRS record is complete, accurate and up to date.
  4. Proceed with the upload.
For further assistance contact
register@clinicaltrials.gov.

PRS record ... does not have NCI-... included as a Protocol ID or Secondary ID.

When one of the "Overwrite" options is selected, the PRS record to be updated must already contain the matching NCI identifier. This is essential to avoid changes being made to the wrong record.

Resolution: Ensure that the correct NCI and Unique Protocol identifiers were entered. Add the NCI identifier as a Secondary ID in the PRS record if necessary. For further assistance contact register@clinicaltrials.gov.


PRS record ... already exists.

When the "Create" upload option is selected, the Unique Protocol ID may not match that of an existing record in the PRS.

Resolution: Ensure that the correct identifier was used. If the record to be uploaded already exists in the PRS, consider using one of the "Overwrite" options (after carefully reviewing the record in CTRP to ensure that the information is complete, accurate and up to date). For further assistance contact register@clinicaltrials.gov.


This trial is in review in CTRP by the CTRO and is not eligible to be uploaded to PRS at this time.

A record in CTRP must have been approved by the NCI Clinical Trials Reporting Office (CTRO) before it can be uploaded into the PRS.

Resolution: Log into CTRP periodically and check the status of the record until it has been approved. Then proceed with the upload. For further assistance contact ncictro@mail.nih.gov.


A PRS record already exists for NCI-...

Only one record may have a given NCI identifier within the PRS.

Resolution: Ensure that the correct NCI identifier was used. For further assistance contact register@clinicaltrials.gov.


Upload has been disallowed for record...

When upload is disallowed for a record in the PRS, that normally means that it is being maintained via the PRS web site. Disallowing upload protects against inadvertent loss of changes.

Resolution: Ensure that the information in CTRP is complete, accurate and up to date, and that overwriting the protocol (or location) information will not cause loss of additions or changes made previously in the PRS. If so:

  1. Select the record to be overwritten in the PRS for modification.
  2. Locate the "Upload: NOT ALLOWED" indicator in the Record Status portion of the Record Summary page. Change the setting to "Allowed".
  3. Proceed with the upload.
For further assistance contact register@clinicaltrials.gov.

The PRS Organization Name has not been specified for the CTRP user account associated with this record.

The User Account Profile in CTRP includes PRS Organization Name to ensure that records created or overwritten via the Upload from CTRP feature reside in the correct PRS account.

Resolution: Log into CTRP and follow the My Account link. Enter the same organization code used to login to PRS into PRS Organization Name. For further assistance contact register@clinicaltrials.gov.


Invalid CTRP username or password.

Resolution: Ensure that the username/password entered were for CTRP (and not PRS). Log into CTRP to verify that these credentials are correct. Use the "Forgot CTRP password?" link if necessary. For further assistance contact ncictro@mail.nih.gov.


Authorization failed. User does not have ownership of the trial.

The record to be uploaded is owned by another CTRP user.

Resolution: To request a change in CTRP record ownership contact ncictro@mail.nih.gov.


[Errors in PRS record following successful upload from CTRP]

In some cases information from CTRP does not meet all ClinicalTrials.gov validation rules. All ERROR messages must be resolved before the record can be Released in the PRS.

Resolution: If possible, make the necessary corrections to the record in CTRP and upload the record with the "Overwrite protocol" option. If this is not possible or cannot be done in a timely manner, correct the errors in the PRS and Release the record. Be aware that subsequent uploads from CTRP using either of the "Overwrite" options may destroy modifications made in the PRS. For further assistance contact register@clinicaltrials.gov.