Context

When attempting to push a participant profile to CTMS (RealTime), you may encounter one of the following issues:

• An error message such as "Push to CTMS failed" with an AssertionError: Application error is displayed.

• The push button becomes greyed out and appears to be stuck in a "pushing" state indefinitely. When navigating away and returning to the participant, the push button becomes available again, but the push does not complete successfully.

Answer

These issues were caused by the following known problems, all of which have been fixed:

1. Unresolvable existing RealTime subject ID: If a participant profile already had a RealTime subject ID stored, the system would attempt to update the record as an existing patient. If RealTime could not find a matching patient (e.g., because the record was previously removed or cleared in RealTime), the push would fail. The system has been updated to handle this case by creating a new record in RealTime and updating the link, rather than failing.

2. Duplicate matching conflict: During a push, the system searches for duplicate records in RealTime using the participant's email address. If the email address matched multiple existing test patients, the system could retrieve an incorrect MRN and fail to save it because it was already assigned to a different patient. This has been fixed so that duplicate matching no longer causes the push to fail.

3. Push button stuck in “Pushing…”: The button could stay in the “Pushing…” state after the push had finished. This has been fixed.

If you are experiencing any of these issues, they should be resolved with the current version of the system. Please try pushing the participant profile again. If the problem persists, contact support for further assistance.