Frequently Asked Questions
IMPORTANT NOTE
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Before uninstalling the Insight app, have participants attempt to manually sync and send logs on a stable connected network.
Uninstalling the app removes any data that has not synced to the database.
How do I create my account?
Instructions for creating an account can be found
here: https://mhealthotrc.atlassian.net/wiki/spaces/EDCW/pages/2251489298
I’m locked out of my account, where do I go?
If you forget your password, you can reset your password here: https://sso.insightmhealth.com/Identity/Account/ForgotPassword
What does my error code mean?
Error Code | Meaning | Likely next step | Android Preview | Apple Preview |
|---|---|---|---|---|
RPE001 | App cannot connect to authorization server | Check server/connectivity status |
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RPE002 | Registration code is not set up with a participant in the EDC | Confirm participant registration setup |
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RPE003 | App cannot obtain authentication credentials from the server | Check authentication/server issue |
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PSE001 | Assessments cannot be displayed | Review variable access and stage setup | 
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When does Insight sync?
When Syncing…
Unlike the previous version of Insight, the newer Insight EDC syncs when:
The participant just completed an assessment.
When the app is forced closed and reopened.
Be sure to allow the Insight app to fully complete syncing. Interrupting this process could create issues in the app and/or data.
Can I manually sync Insight?
Yes, you can manually sync the Insight app by clicking on the gear icon in the top right corner of the Insight home screen, then selecting “Sync.”
How do I request changes to a project?
Changes to a project can be requested by filling out the change request Form, then attaching it to a support ticket before submitting.
How do I add research team members to my study?
Instructions on how to add a team member can be found
here: https://mhealthotrc.atlassian.net/wiki/spaces/EDCW/pages/2284355585/Permissions#Add-New-User
What we need…
PI Approval
IRB Approval Letter
Username
Role
Can I manually update Insight?
Yes! Insight can be updated via the Google Play Store for Android devices and the Apple App Store for Apple devices.
How do I send Insight logs to mHealth Support?
On the Insight home screen, click on the gear icon , then select “Send Logs.”
What do I do if I am not receiving notifications?
Please Note!
Ensure all permissions are accepted for Insight
Ensure device volume is turned on and up
Ensure device has adequate battery power (20%+)
Ensure the participant sleep time is NOT beyond 11:30 PM
Ensure Insight is up-to-date with the latest version
Ensure sleep mode is turned off
Ensure the device has Do Not Disturb turned off
Ensure battery saver is turned off
For iOS, ensure the Attention Aware Feature is turned off
Ensure any app blockers are disabled
Ensure Focus Mode is disabled
Ensure Notification Center is enabled on the lock screen
For iOS, the Insight app will not audibly ring if the app is open in the foreground, but will notify in the notification banner.
To ensure continued delivery of scheduled notifications, participants must interact with the app during the active notification period. If no interaction occurs before the final scheduled notification is sent, new notifications will not be scheduled.
How do I change a participant’s wake/sleep/preferred times?
Please Note!
More information for creating or editing participant sleep and wake times can be found here: https://mhealthotrc.atlassian.net/wiki/spaces/EDCW/pages/2552168462
If a participant’s schedule is changed, any notifications ALREADY scheduled WILL NOT reflect that change, however future notifications that have not been scheduled yet will.
What do notifications look like?
Additional information for customizing notifications can be found here: https://mhealthotrc.atlassian.net/wiki/spaces/EDCW/pages/2675933185/Stages+and+Components#The-next-section-will-customize-the-notification-details.-A-reschedule-option-can-be-added-if-desired.-Continue-to-fill-in-the-title-of-notification-and-the-description-of-notification-fields-and-click-%E2%80%9CDone.%E2%80%9D
Displays may look slightly different for other Android devices.
Android
Apple
I made changes to my study, but I do not see them on my device/participants aren’t seeing them.
The best way to ensure changes made are working is to create and enroll a new participant.
Changes made may not appear on devices with an active participant until a manual sync has been completed on a stable Wi-Fi or data connection.
It is important to ensure ALL portions of the study are working as intended, including (but not limited to) questions, display logic, stage transitions, etc. PRIOR to starting live data collection.
Any changes made after the study starts live data collection may interfere with study behaviors including but not limited to:
Changing a variable name may cause errors in Calculated Field questions or cause display/end formula logic to no longer function correctly if the name is not updated in their respective fields.
Adding/Removing/Editing questions, assessments, components, or stages may affect previously collected data.
Changes made in the EDC may not reflect on participant phones if they do not have a stable Wi-Fi or data connection for syncing, affecting data collection.
Renaming questions, assessments, components, or stages will change their respective names in future reports and may conflict with previously generated reports.
My YouTube link isn’t working…
Ensure you have not copied and pasted the link from documents such as Microsoft Word or Microsoft Excel directly as it may contain hidden formatting that could interfere with playback. However, copy and pasting the URL will be okay. Additional information on the Video Question Type can be found at https://mhealthotrc.atlassian.net/wiki/spaces/EDCW/pages/2531000321.
What happens if a participant deletes the app or gets a new phone?
If a participant deletes and re-installs the app, the researcher will need to input the new code in the EDC from the participant. If the participant gets a new device, we strongly recommend that the participant uninstall Insight from the old phone in order to prevent duplicate assessments from being created in the activity log. Additional instructions on what the code may look like can be found at https://mhealthotrc.atlassian.net/wiki/spaces/EDCW/pages/2256732228.
Android Users…
Users that do not interact with the Insight app for multiple weeks at a time can cause Android to turn off notifications for the app.
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