Support

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Frequently Asked Questions
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Got questions? We’ve got answers. Below are some common questions about TruLab.

For protocol-specific questions, please submit a support ticket on your TruLab device or email support@trulab.com.

What if the Wi-Fi goes down?
The TruLab device is equipped with cellular service and will remain connected to a network even without Wi-Fi. If Wi-Fi and cellular services are unavailable, the app will default to offline mode. Any task currently in-progress will be saved in the app and submitted once the device reconnects to a network.

What if I forget my PIN to log in to the TruLab app?
If you forget your PIN, you can reset it by tapping “Reset PIN” in the upper right corner of the app screen where you are prompted to type in your PIN. This will send you an email with instructions to reset your PIN. For additional assistance resetting your PIN, please submit a support ticket on your TruLab device or email support@trulab.com.  

What if I need to switch from Clinical Mode to Lab Mode?
To switch modes, click on the words “Lab Mode” or “Clinical Mode” that are in orange with an arrow in the top right corner of the screen.  

What if I need to use a coworker’s device to do a scan?
To use a coworker’s device, simply have your coworker log out of the TruLab app on the device they are using, and then you can log back in with your unique PIN to the app. This step is important to maintain an accurate audit trail of the individual performing events/tasks within the app.  

Can more than one person work with a given subject at a time?
Yes, multiple individuals can work with the same patient concurrently but specific tasks can only be completed once and by one person. For example, one person can draw a PK sample while another is aliquoting a urine sample.

What if the barcode is damaged or will not scan?
Each scanning screen has a “Problem” function on the bottom of the screen when you are prompted to scan a barcode. This function allows you to notate whether the barcode is missing or unreadable and record the sample collection manually in the TruLab app.  

What if there are unscheduled samples?
You can select “Unscheduled” from the Select Action/Visit screen in TruLab when checking in a participant, or you can select “Collect an Additional Sample” at the bottom of the list of tasks for a participant if they are already checked into a visit in the TruLab app.

What if I need to contact someone about subject data, data privacy in general, or compliance with GDPR and other industry regulations?
If you have any concerns about TruLab’s data privacy policies, or questions about how your data is being used, you can contact our Data Protection Officer directly by emailing privacy@trulab.com.

Is the best practice to scan the tube before or after aliquoting?
Scanning should always take place after the task is completed to ensure accurate data entry and accurate log times.

Do you have training resources available for sites?
Customer Support is available 24/7/365 for specific questions about how to use TruLab, and live re-training is available as well if necessary. Additional training resources include training manuals and videos that will be provided by the TruLab study team to your site.

Do you update the app every time there is a protocol amendment? How quickly will the update take place?
Yes. The app will be updated to mirror any protocol amendments. The app is typically updated within a few days of receiving a new protocol amendment. The changes will automatically take place over-the-air without the need for you to manually update anything on your end.

Can I use TruLab on my personal phone?
Yes, you can download the TruLab app onto your personal phone from the public App Store or Google Play store. If you would like to use TruLab on your personal phone, please reach out to your TruLab point of contact to request instructions on how to sign-in to the public version of the app.  

How much additional time will lab staff spend using TruLab?
Entries take an average of 4 seconds to scan and log. However, we typically see additional time savings due to the application being a “digital assistant” that is configured with the schedule of assessments and lab manual instructions. TruLab helps sites stay on track and know what to collect, how to process and where to ship samples, and will also proactively resolve lab-related queries on sites’ behalf to save them time from having to do this themselves.