In many cases, an error report via the Workbench will supply necessary information for troubleshooting.

If you are running an analysis on a networked machine and an error window appears

Please click the button labeled "Contact Support" to send the error report to us.

This is the best way to report an error to us, as reports sent this way will include much information that can help us troubleshoot the issue. If you are logged into a CLC Server at the time you submit a report this way, your CLC Server logs will usually be included in your error report.

You will usually get the chance to submit extra files when you send an error report this way. If small datasets are involved, this can be useful for troubleshooting. If large datasets are involved and we need to see those to get to the heart of the problem, then we will discuss this with you and arrange for another way to transfer the data.

If you are already in discussion with support about the particular issue you are reporting, please include the Subject line in the subject lines of emails you have received on this topic. For example, if Case Number : 12345678 was in the subject line of emails you have received from support, please ensure the Subject line in your submission includes this:

 Case Number : 12345678
 

This will connect your report to the discussion thread already existing at our end.
 

 

    If you notice an issue with your CLC Workbench, but this does not result in an error window appearing
or
    If you are running an analysis on a non-networked machine and an error window appears,

You will not be able to just click a button to submit an error report to us. In this case:

  • If you are on a networked machine and the Workbench is running, then please choose the option to "Contact Support" under the Help menu of the Workbench, OR
     
  • If you are on a non-networked machine and/or the Workbench is no longer running, then please email ts-bioinformatics@qiagen.com and attach the logfiles for the Workbench to your email. These are the files called output.log, error.log and clc-workbench.log.

    Please do not re-start your Workbench before taking a copy of the log files, as the output.log and error.log files are over-written each time the Workbench starts up.

    See the accompanying FAQ question for where you can find the log files mentioned above on your system.

    If windows appear with error messages in them, but no button inviting you to submit the error to us, then screenshots of these error windows may be useful.

If you are already in discussion with support about the particular issue you are reporting, please include the issue number in the subject lines of emails you have received on this topic. For example, if Case Number : 12345678 was in the subject line of emails you have received from support, please ensure the Subject line in your submission includes this:

 Case Number : 12345678
 

This will connect your report to the discussion thread already existing at our end.