Participant Help

BSHAPE Browser and Troubleshooting Help

Use this page before starting BSHAPE or anytime the site, questions, videos, downloads, or continue buttons do not behave as expected.

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Before You Start

  • Have your study email and BSHAPE passcode ready.
  • Use a private device whenever possible.
  • Use one BSHAPE tab at a time.
  • Do not clear cookies or browser data during the session.
  • Sign out and close the tab when finished on a shared device.

Internet Connection

  • Recommended download speed: at least 5 Mbps.
  • Minimum download speed: at least 2 Mbps.
  • Use stable Wi-Fi or strong cellular data.
  • Pause other streaming or large downloads.
  • Move closer to the router if a page or video buffers.

Browser Requirements

Use the latest available version of one of these browsers:

Google Chrome
Microsoft Edge
Safari
Mozilla Firefox
  • Enable JavaScript, cookies, and video playback.
  • Allow downloads or pop-ups if a safety plan PDF does not open.
  • Turn off strict content blockers for the BSHAPE site if pages, videos, or downloads do not load.
  • Avoid in-app browsers opened inside email, messaging, or social media apps.

Section Tips

MySafe Strengths

Some questions ask for written reflection. Take your time, then continue through the final thank-you page.

Risk Assessment

If None is selected for relationship concerns, other relationship concerns cannot be selected at the same time. If baseline information already identifies a concern, None may be unavailable.

Safety Plan

Answer each required prompt before continuing. Download or review your plan when offered.

Safety4Me

Follow the safety planning and relaxation skills pages in order.

Mindfulness

Keep the video page open and allow the video to play. If a video is blank or stuck, refresh after waiting about 30 seconds.

Refresh Steps

Standard Refresh

Windows: F5 or Ctrl + R. Mac: Command + R. Mobile: tap the reload icon.

Hard Refresh

Windows Chrome or Edge: Ctrl + F5. Mac Chrome, Edge, or Firefox: Command + Shift + R.

Full Restart

Close extra BSHAPE tabs, close the browser, reopen it, and sign in again.

Troubleshooting Quick Guide

Page will not open
Check Wi-Fi or cellular data, try another supported browser, or restart the browser.
Sign-in says network error
Check internet connection, refresh the page, and try again.
Email or passcode is rejected
Re-enter both fields, remove extra spaces, confirm the study email, and contact the study team if it still fails.
Continue button is not available
Check that all required questions on the page are answered. Some pages require a selection or written response.
Risk Assessment does not move forward
Review the current page for unanswered required questions. If None is selected, other concern options should be cleared.
Page looks broken or buttons overlap
Hard refresh, zoom browser back to 100%, rotate mobile device, or try another supported browser.
Video is blank or spinning
Wait 30 seconds, refresh, turn off content blockers for the site, try another browser, or switch networks.
Video keeps buffering
Move closer to Wi-Fi, stop other streaming, switch to a stronger network, or lower other household internet use.
Audio does not play
Check device volume, browser tab mute settings, headphones, Bluetooth output, and silent mode on mobile.
Download does not open
Allow downloads or pop-ups for the BSHAPE site, then try again.
You were signed out
Sign in again with the same study email and passcode.
You opened two BSHAPE tabs
Keep the tab you are actively using and close the other BSHAPE tab.

Safety and Support

  • Immediate danger: call 911.
  • Suicide & Crisis Lifeline: call or text 988.
  • Crisis Text Line: text HOME to 741741.
  • National Domestic Violence Hotline: call 1-800-799-7233 or visit thehotline.org.
  • RAINN National Sexual Assault Hotline: call 1-800-656-4673 or visit rainn.org.

Contact the Study Team

Email [email protected] if you cannot sign in, a page does not let you continue, your progress looks wrong, a video will not play, or a completion email was not received.

Include your device type, browser name, the section where the issue happened, and a short description of what you saw. Do not send your full passcode unless the study team asks for it.

Email Study TeamReturn to Sign In