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How to Describe Your Problem

To help us resolve your issue quickly, please provide detailed information about what happened. The more specific you are, the faster we can help you.

What to Include in Your Description

  • What you were trying to do
  • The exact steps you took
  • What you expected to happen
  • What actually happened instead
  • Any error messages you saw (copy the exact text if possible)
  • When the problem started occurring
  • Whether it happens every time or only sometimes
Example 1: Login Issue

"I am unable to log into my account. When I enter my email and password on the login page and click 'Sign In', I see an error message that says 'Invalid credentials' even though I'm using the correct password. I reset my password twice today, but the problem continues. This started happening yesterday afternoon around 3 PM and occurs every time I try to log in."

Example 2: File Processing Issue

"I successfully logged into the EuropaXp OmicsCloud platform and uploaded a mass spectrometry data file (RAW format, 2.3 GB in size) to my project 'Q1_2025_Study'. The file uploaded successfully, but when I clicked 'Start Processing', the status changed to 'Processing' for about 5 minutes, then switched to 'Failed' with the error message 'Unable to parse file format'. I have successfully processed similar RAW files from the same instrument last week without issues."

Example 3: Feature Not Working

"In the MSViewer application, I'm trying to export my visualization as a PDF. I selected my spectrum view, clicked on 'File' menu, then 'Export as PDF', and chose a location to save. The progress bar appears and reaches 100%, but then I receive an error 'Export failed - file could not be created'. I have sufficient disk space (500 GB available) and I'm able to create other files on my computer. This happens with all my projects, not just one specific file."

Pro Tip:

If you received an error message, please copy and paste the exact text. This helps us identify the issue much faster than a description of the error.

Additional Helpful Information

  • Which product you're using (OmicsCloud, Forge, MSViewer)
  • Your web browser and version (e.g., Chrome 120, Firefox 121)
  • Your operating system (Windows, Mac, Linux)
  • File types and sizes you're working with
  • Screenshots of error messages (if applicable)

Our support team will get back to you as soon as possible. We review all support requests and prioritize them based on severity and impact.