FAQs: FREQUENTLY ASKED QUESTIONS

1. I opened up the browser and had difficulty accessing the DataArc page.

2. I was able to access the DataArc home page, but I was not able to log into the system to enter my data.

3. I get an error message stating that "Either your session time is up, or somehow we've lost track of your Session Link." or that I have been "timed out of my session."

4. I did not receive a confirmation page after submitting data to the DaraArc system.

5. I did receive a confirmation page after deleting a record but when I used the back button the list page still had the record. Why?

6. Why are students who took a survey not showing up in the reports?

7. Why was the DataArc system down and when can I expect it to be back up?

8. A note on Downtime

9. When are backups done?

Questions and Answers

1. I opened up the browser and had difficulty accessing the DataArc page.

   Access to all Internet sites is traffic dependent. Even the most prominent sites sometimes have difficulty with customer access as a result of traffic coming into and out of their location. This affects not only the site you are trying to reach, but also the local ISP from which your service is provided. Frequently this is resolved by closing and reopening your browser or by trying the site at a later time. Back to Questions list

2. I was able to access the DataArc home page, but I was not able to log into the system to enter my data.

   Occasionally the electronic information is lost in the transmission process. The simple solution is to click the back button on your browser and resubmit your information. Another solution is to close your browser and re-enter through the home page. This is analogous to the phone system where occasionally you dial a number and the system does not connect, so all you do is redial the number. Back to Questions list

3. I get an error message stating that "Either your session time is up, or somehow we've lost track of your Session Link." or that I have been "timed out of my session."

   This message is generally caused by one of two issues.

   • Session Time Limit is 60 minutes: The DataArc system is set to time users out after 60 minutes of inactivity. In this case "inactivity" means not going to another page. DataArc does not capture keystrokes that occur while filling a page, so the server does not know if you are working on a page. However, the server does know if you go from page to page and the 60 minute timer restarts on every new page. If this happens re-enter your log in and password to gain access to the system.
   • Your identity is lost: DataArc keeps track of who you are by a session token. If the token is lost or the information is degraded, the system will not know who you are and it will require you to log in again. Back to Questions list

4. I did not receive a confirmation page after submitting data to the DaraArc system.

   Occasionally the electronic information is lost in the transmission process. The simple solution is to click the back button on your browser and resubmit your information. Back to Questions list

5. I did receive a confirmation page after deleting a record but when I used the back button the list page still had the record. Why?

   If you got a confirmation page indicating that the record was deleted, it was. Using the back button just takes you back to the list page and often that page is cached locally and does not update so the deleted record is still listed. Use the browser's refresh button to reload the page. Back to Questions list

6. Why are students who took a survey not showing up in the reports?

   There are two ways that a student can enter their name in the survey system. One is by selecting their name from the drop down menu. If they do this, the system can assign them to their proper cohort and they will show up when that cohort is selected for a report. The other method is for students to type in their names. If they do this, the system can not assign them to a cohort and they show up as "generic." If a report has a specific cohort selected, they will not show up. Back to Questions list

7. Why was the DataArc system down and when can I expect it back up?

   If the system is down on a weekend it is usually due to maintenance, software upgrade, or changes to the database or website. If the changes are estimated to take a few minutes (the usual case) or up to thirty minutes, these are done without prior notification. If the changes are substantial and will require a lengthy down time, the Program Directors, Clinical Coordinators, and Directors of Clinical Education are notified. The system is generally shut down around midnight (Central Time) on Friday and it lasts until the changes have been made and verified. If the system is down at other times, there are two possibilities. One is that there is an issue with DataArc's software. If so, DataArc will rectify the situation as quickly as possible. Depending on the issue, this usually takes minutes, but if the issue is serious, like the database became corrupted, it could take hours or even a day. The other possibility is that there is an issue with DataArc's ISP. DataArc has a very reliable ISP, however, all ISPs experience some down time as a result of weather, power outages, hackers, software problems, and server nuances. In most instances the system will be up and running within a few minutes, only during unusual circumstances will it take longer to get the system operational. Back to Questions list

8. A note on Downtime

   It is important to remember that no internet based company can guarantee a 100% uptime. It is also important to realize that a 99% UPTIME translates into over three and a half days of downtime per year and that a 95% uptime still results in over 18 days of downtime. DataArc is committed to working with our ISP to minimize the amount of downtime experienced by our clients. Back to Questions list

9. When are backups done?

   DataArc's ISP performs a daily backup at 3 AM. In addition, DataArc does its own independent backup weekly on the weekends. Back to Questions list