Most registration errors come from a mistyped Kit ID or a kit that is still assigned to an earlier subject. Check the Kit ID on the label under the kit box, and make sure the previous subject was logged out.
Error messages when adding a subject in Discovery Hub
- Invalid Kit ID: check the Kit ID on the label on the bottom of the kit packaging and re-enter it exactly. You can also try registering the kit to a different Subject ID.
- Kit already assigned (“A kit has already been assigned to the subject”): check the Subject ID and Kit ID you entered. If the subject already has a kit, select Unassign Kit on that subject first. If the kit is still on an earlier subject, log that subject out. See How do I return Discovery kits at the end of a study?, steps 1 and 2.
- Server error: wait a few minutes and try again. If it keeps happening, contact us with the Kit ID and the time of the error.
If the QR code won’t scan in the Discovery App
- Make sure the iPad is connected to the internet. Scanning needs a connection.
- Make sure the app shows the Scan Instruction for Coordinator screen. If it shows an earlier subject, that subject was not logged out.
- In Discovery Hub, open the subject’s row, select the three dots, then Show QR Code, and scan the new code.
- If scanning still fails, enter the Subject ID and Activation Code by hand. Both are shown under the QR code in Discovery Hub.
- If you scanned the wrong QR code, open Admin Settings and select Subject Logout, then scan the right one.
If a kit is locked or the app is stuck
Please don’t delete the Discovery App or reset the iPad. Contact us with the Kit ID. We may be able to reset the app remotely and send a new setup code at a time that suits you.
Still need help? Submit a request or email support@sibelhealth.com. Include your Kit ID or device serial number. Do not include names, dates of birth, medical record numbers or other details that identify a person (protected health information, PHI).