The PROTECT Study

Having a Problem?

If you are having a technical problem or difficulty completing a particular task please check our troubleshooting FAQ below. If this doesn’t solve your problem then please contact our Help Desk.

When contacting the Help Desk it is very helpful if you can provide as much detail as possible including what you were doing at the time or what you think caused the problem. Sending an email with a screenshot attached which demonstrates the problem would also be very helpful, if possible.

Troubleshooting FAQ

PROTECT works with all the latest popular browsers including Chrome, Internet Explorer, Firefox and Safari. If you experience difficulties with screen appearance or game behaviour we recommend you check for updates and upgrade to the latest browser version. The browser version can usually be checked using Help->About from your browser menu.

Interactive games and exercises are not compatible with Internet Explorer 9 or earlier versions. In this case we recommend you update to version 10 or higher or install one of the other browsers listed above.

PROTECT generally works without any problems using standard default browser settings. If you experience problems please check your browser settings, in particular these options must be enabled:
  • Cookies
  • JavaScript
  • SSL or TSL
These can typically be enabled using the Settings or Internet Options menu options in your browser. Please refer to your browser documentation or help if you cannot find these.
A mobile device can be used to browse the site, complete assessments and play the interactive games with the following restrictions:
  • The assessment Cognitive Test Package 2 requires input using a physical keyboard, so will not work with virtual keyboards on mobile devices including mobile phones or tablets. If you can’t use a device with a physical keyboard don’t worry you can still complete the other assessments and games and this data is still very valuable to us.
  • Because of the limited screen width of some mobile phone devices some of the interactive assessments or exercises may not appear correctly.
Please allow up to 24 hours for the email to arrive. If it hasn’t arrived please check the following:
  • Check the email is not in your junk folder (mark the email as not junk to prevent this happening in future – this is usually done by right-clicking on the email in the email list and selecting Unblock, but it will depend on the particular mail reader being used).
  • Make sure our email address (admin@protectstudy.org.uk) is in your “white-list” which can usually be done by simply adding to your contacts list, but it will depend on the particular mail reader being used.
  • Your ISP may have a spam filter in place which is blocking our email domain. Please contact your ISP if you suspect this is the case giving them our email address (admin@protectstudy.org.uk). They can usually add an exception rule to the spam filter.
  • If not yet fully registered and none of the above steps have resolved the problem we suggest registering using an alternative email address if you have one.
If you would like us to resend your registration confirmation email, please re-register using the same email address or contact our Help Desk who can re-send the email.
If you have forgotten your password please select the Forgotten your password link on the sign-in page and we will send you an email with a link to allow you to reset it.

Your username is the email address you used when you registered. We would have sent an email to this address to confirm your email address when you first registered. This email also included a 7-digit User Id. If you have kept a note of your User Id please contact our Help Desk who will be able to tell you the email address used.

For security reasons your account will be locked after 3 consecutive failed sign-in attempts. If this happens please wait for at least an hour when you can try again or contact our Help Desk who will be able to unlock the account for you.
To change your password please sign-in and select Change Password from the Manage Account menu.
No problem. To continue receiving our emails please sign-in using your old email address and select Change Email Address from the Manage Account menu. You will be sent an email to confirm your new email address. You can then sign-in using your new email address as your username.
It is important we have your up-to-date address when sending out DNA sample kits. To update your address please sign-in and select Change Personal Details from the Manage Account menu.
We have a short questionnaire we would like to be completed by your informant. If you’re not able to nominate a suitable informant don’t worry we would still like you to take part as all other assessment data you provide is still very valuable to us.
Yes, please sign-in and select Change Informant from the Manage Account menu and then follow the instructions.
We would prefer you to complete assessments by their due date, but don’t worry if you can’t the assessment will still be available to complete if overdue or on your return from holiday.
We would prefer you to complete assessments by their due date, but don’t worry if you can’t, the assessment is still available to complete for quite some time after the due date has expired. In the meantime you may receive automated email reminders.
We would prefer you to complete all repetitions within the available time window as this will give us more accurate data, but don’t worry if you can’t, any data you have submitted is still very valuable to us.
Some assessments don’t allow you to restart if already started or the time window for completing has expired. If you don’t think your time window has expired please try again leaving at least 24 hours before retrying. If you cannot restart the assessment any data already provided will have been saved and will still be useful.
Cogntive Test Package 1 and Cogntive Test Package 2 ask you to complete the assessment a total of 3 times in 7 days allowing at least 24 hours between each repetition. For Cogntive Test Package 1 the 7-day time window starts when the first repetition is submitted, whereas for Cogntive Test Package 2 the 7-day time window starts from when the first repetition is started. This can cause unexpected messages when attempting to start a repetition for either of these assessments. Don't worry if you can't complete all the repetitions within the 7-day time window, all the data you have already submitted is still valuable to us.
Once an assessment has been submitted it cannot be retaken. Please review your answers carefully before submitting. For certain assessments you may be given the opportunity to retake it if you have registered a low score, this will appear as a prompt immediately after submission.
We endeavour to make the games compatible with as wide a range of browsers as possible, if the game doesn’t start please check the answer to Is my browser compatible? in this FAQ. If this doesn’t solve your problem please close all other browser windows and applications on your device and try again. Also please check that JavaScript is not disabled in your browser settings.
This is probably a memory or performance issue with your device. Please close all other browser windows and applications on your device and try again. Also check your browser is compatible (see Is my browser compatible? in this FAQ).

If the problem continues please contact our Help Desk

We have tried to provide clear written instructions for the games. There is also a short animated clip which appears when the game is selected, usually after a short pause, which demonstrates how to play. If you are still unsure please contact our Help Desk.
Our games currently don’t support "dragging", please "click" instead. If the game involves moving an item on the screen please click once to select the item and click again to place it where you want to move it to.
Please check the answer to Is my browser compatible? If the problem continues please contact our Help Desk.
We aim to send out DNA sample kits within 30 days of registration but sometimes due to the number of registrations we are currently dealing with this may take longer. Please allow several weeks for your DNA kit to arrive.

Contact Us

You can contact us by email, telephone, fax, letter or use the contact form below if you have a question which doesn't seem to be answered on our FAQ page or elsewhere on this site.

We aim to respond to any email query within 2 working days.

Address: Study Administrator
Wolfson Centre for Age-Related Diseases
Guy's Campus
King's College London
London SE1 1UL
Email: admin@protectstudy.org.uk
Helpline: 0207 848 8183
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