HomeCLC FAQ - General questions and contact informationQuestions, errors and feature requestsHow do I contact the CLC specialist on the QIAGEN Advanced Genomics Support team?

1.2. How do I contact the CLC specialist on the QIAGEN Advanced Genomics Support team?

You can contact our Support team:

From within a CLC Workbench
Using an online contact form
Sending us an email
From the web admin interface for a CLC Server

Please also refer to our related FAQ entry describing eligibility for Support.


Via a CLC Workbench

If you have a question and are using the Workbench, then the best way to contact us is to use the tool in the Workbench under the Help menu at:

Help | Contact Support

Please include your full and correct email address in the form provided.

If you are reporting an error, please refer to our related FAQ: How do I submit an error report for a CLC Workbench to the CLC Support team?

To report problems using the Assembly Cell software, please use one of the support options described below.

 

Online Contact Form

You can fill in a request for Support using our Online Contact Form.

You can get to that online contact form by clicking on the tab labeled "Submit a Request" on our helpdesk landing page: https://secure.clcbio.com/helpspot/. From that page, you can also check on an existing request using the request key and check out other areas of our FAQ using tabs on the right hand side of the page.

 

Email

You can email us at support-clcbio "at" qiagen.com.

If contacting us by email, it will help if you include information about the license you are using. Further details on this can be found via the Related pages link on this page.

 

From the web admin interface for a CLC Server

To submit your CLC Server logs, please go to the web administrative interface for the Genomics Server, and click on the "report a bug" link in the top right hand side.

If you are already in touch with us related to the issue you are sending a report about, please include the ticket number in curly brackets in the email line of your submission, for example: joeblogs@madeupplace.com {12300}

On a machine with a network connection, you do the above and then just click on the button labelled "Submit Bug Report to CLC bio".

On a machine without a network connection, click on the button labelled "Download Bug Report", copy the zip file to a machine with a network connection and attach the log files in an email to us. Email contact is described in the section above.

Using this method results in the submission of a zip archive of your Server log files along with your request. If you have problems sending your report to us due to the size of the log file archive, then please use email to contact us, as described above, and let us know this. We will then create an ftp area that you can transfer the files to.

This method is generally intended for asking questions or reporting problems related to a CLC Server setup. For Workbench or Assembly Cell questions, please consider using one of the methods described above.



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