Below are some frequently asked questions.
If your question is not answered below, please send us an email at lensproject@kcl.ac.uk or use the
Contact Us button,
and we will get back to you as soon as possible.
Q:
The website is running slowly / sound files are loading slowly / the session has frozen.
A:
Problems with the website are often related to the browser being used or the strength of the internet connection.
The supported browsers are Google Chrome, Microsoft Edge, Internet Explorer 11, Mozilla Firefox and Safari, and the browser needs to be updated to one of the latest versions.
Clearing the cache and cookies in the browser can sometimes help, too.
If changing browser and clearing the history doesn’t work then trying the assignments on a different device has also resolved issues in the past.
However, we would recommend trying another browser and clearing the cache and cookies first.
Making sure you have a stable internet connection e.g., a strong WiFi signal or even using an Ethernet cable can also help.
If you can watch a YouTube video without it having to buffer, then the internet connection should be fine.
Q:
The session timed out so I refreshed the page – will I have to do the assignment again?
A:
It depends where you got to on the assignment.
If you log in to your dashboard and see that the session has turned green, you will not need to complete it again.
If it is yellow or red, unfortunately it means that you did not get more than part of the way through and we kindly ask you to complete this assignment
(i.e., work your way through it again in full) before moving on to the next one.
Q:
Why doesn’t the website work on my mobile phone?
A:
Assessments 1 and 2 can only be completed on PCs, Macs and laptops. The assignments can be completed on
PCs, Macs, laptops, and tablets with a screen size of 8” or more. If you are using a tablet to do the
assignments, you’ll need to keep the screen active – it might prompt you sometimes to tap the screen to continue.
Q:
An assignment on my dashboard has gone from yellow to red – what does this mean?
A:
This means that it would be great if you could try and complete this assignment today to stay on track and complete all the assignments within the three weeks.
Q:
I am behind with the assignments and won’t be able to finish them within three weeks – what should I do?
A:
Please do your best to catch up with the assignments and we will – in most cases – be able to extend your participation by a few days to give you enough time to complete the full study. Please send us an email to discuss this in more detail.
Q:
Can I do assignments on weekends and outside normal working hours?
A:
Absolutely! You can complete them whenever is most convenient for you.
Please just note that if you need to get in touch with us, we will reply within working hours (Monday-Friday, 9am-5pm).
Q:
I tried to do two assignments on the same day but wasn’t able to – why?
A:
The program is set up so that only one assignment can be completed per calendar day.
Q:
My 2nd assessment is due to be completed today but I still have one last assignment to complete;
the system is not letting me click on the last assignment – what should I do?
A:
The assignments become inactive at midnight on the day of your 2nd assessment, so you won’t be able to complete the last assignment and 2nd assessment on the same day.
Please email us and we will advise you on what to do.
Q:
I am feeling distressed – who can I talk to?
A:
We are sorry to hear you are feeling distressed.
Please click on the Resources button for some links and support numbers you might find helpful.
You can also get in touch with us using the Contact Us button between 9am-5pm, Mondays-Fridays.
This study is funded by MQ: Transforming Mental Health and aims to develop new treatments for repetitive negative thinking patterns in generalised anxiety and depressive disorders.