** Help Us Help You: Detailed Reports Solve Issues Faster**
Just like a doctor cannot provide a diagnosis without an examination, our team cannot fix a problem we cannot see. To troubleshoot effectively, we need to reproduce the issue. Since most errors are specific to your unique data or steps, please provide a step-by-step description of your actions so we can find a solution quickly.
Make sure all the information below are provided in your post:
- Which tool and which module
- incomplete: only tool name provided
- Provide a copy of your data (the actual data file, not a screenshot image of the data), or indicate which example data you used
- For large data, please provide a link to Dropbox, Google Drive, etc
- Document all steps leading to the issue. Sometimes screenshots may be necessary
- incomplete: only vague description provided
- incomplete: did not give method & parameter selections on each page prior to the issue
- If it is about using R packages, you also need to provide the environment information, such as sessionInfo()
- incomplete: only R code scripts provided
- unsupported: R package in Windows OS. Our development enviroment is Linux and some OS-specific low level issues are hard to debug. In general, we recommend Linux OS or using our web platform.
- If it is about raw data processing, please also describe how the data were collected (instrumentation, etc).
- incomplete: only Job ID or screenshot is provided
If your questions are not answered, it is probably because we don’t know how to reproduce the issue, or we don’t have time to guess all possible scenarios.