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For troubleshooting, please read the instructions below:
  • Have you tried our example data to see if the issue still exists?
    Most time the issue is related to improper data format. Although we try to give informative error messages during data upload, there are always exceptions. We offered a wide variety of example datasets, please choose the one that matches your data type to see if the issue still appears. If not, it means your data is not formatted properly. Please download the example dataset, open it in excel or a text editor to see the details.
  • Did you provide enough details so that the issue can be reproduced?
    Remote troubleshooting requires more information in order to figure out the exact cause of the issue. Please indicate which example data you used or provide a copy of your data and document every step you have performed that will lead to the issue. Sometimes screen shots may be necessary.
  • Support for new features
    Bugs are usually dealt within a week once we have received and validated the bug report. New features will be evaluated based on the overall feedback from other users. Top ranked features will be added as minor release (3-month or 6-month period) depending on the available resources.
If you still need help, please send your email with detailed steps so that the issue can be reproduced indepedently to: othman.soufan [at] mail.mcgill.ca or niladri.basu [at] mcgill.ca or jeff.xia [at] mcgill.ca
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