Before diving into the troubleshooting steps, make sure you are working in the latest version of the UniApp to take advantage of the improvements we've made based on your feedback. This can be done by simply refreshing your browser page or logging-out and logging-in (right top corner of your UniApp screen)

1. Beta version

The UniApp is currently deployed as a beta version, which means that the app is under continuous development. Periodically we release product updates which require no action from you. Although its our priority to make your UniApp experience as smooth as possible, you might encounter (minor) annoyances or bugs when using the UniApp.

In this troubleshoot guide, we'll address common issues you might encounter while using the beta version of our app and provide you with step-by-step solutions to get back on track. Whether it's a minor bug or a perplexing problem, we're committed to resolving your issues promptly.

Before diving into the troubleshooting steps, make sure you are working in the latest version of the UniApp to take advantage of the improvements we've made based on your feedback. This can be done by simply refreshing your browser page or logging-out and logging-in (right top corner of your UniApp screen).

2. Easy fixes in 90% of the cases

Most of the problems you encounter in the UniApp are easily fixed by reopening the UniApp, ensuring your are on the latest version of the application. This is done by refreshing your browser page of logging out of the UniApp and log in again. This solution works for the following type of problems:

Greying out of the screen

When the whole screen gets a grey tint and the buttons are not responsive anymore, the browser page should be refreshed. This will reopen your UniApp and should resolve the problem. If the problem occurs, see other suggestions below or submit a ticket.

Data is not showing in visualizations

When this occurs, your first reflex should be to check in the metadata editing whether your columns are locked. Go to the metadata editing tool to learn more.

New features do not show 

While announced by us, you cannot see recently added features of the UniApp or encounter still the same issue as reported to us (while we've communicated it was fixed. 

Plot failed to update

If a plot fails to update, refresh and/or log in and out to try and catch the new settings. If this persists, please make a ticket mentioning the analysis step ID (found under 'edit' of a plot) and the issue and send it to a member of our team.

Failed to connect to plot API

If this message is shown, refresh and/or log in and out to try and catch the new settings. If this persists, please make a ticket mentioning the analysis step ID (found under 'edit' of a plot) and the issue and send it to a member of our team.

App is non-responsive

Due to server updates and/or system updates, the system could be non-responsive for short periods of time. System updates from Unicle will be communicated in advance, however, server updates from our can occur. If this persists, please contact a member of our team.

3. Other known issues 

Below overview of issues are currently under investigation by our development team. If listed here and no quick solution is mentioned, please keep a look out to our periodical release notes to see if the issue is resolved. You can also reach out to our support team for an update. 

Plots do not update when changing visualizations

When adapting the visualization settings in the interactive mode of a plot does not propagate, it could be helpful to open one of the other plots and come back to the original one or refresh the page.  

Order of the tracks is not retained

Known issue to recur from time to time, our team is looking into this.

Data upload is by default disabled 

Data upload is currently disabled, contact a member of our team with further questions on uploading data.

Restore analysis to start with an analysis plan

This is currently the workflow, we are looking into improving this step.

Folder shows previously opened folder/loads slowly

Known issue to recur from time to time, our team is looking into this. 

Copying in genes for heatmap creation fails

As you put in a custom gene list for a feature heatmap, it could be that, if done relatively quick, this causes the pasted genes to disappear. To resolve this, refresh the page and go back to creating a feature heatmap, however, wait this time for 2-5sec before pasting the genes in 1 by 1. We are working on a solution that should be deployed in the upcoming week (16/10/2023)

Process error

Process errors can occur for multiple reasons. Check if all the input you selected is correct, if so, please contact our team with a reference to the analysis step ID (found under 'edit' of a plot).

You can make use of a user guide to help a user get a complete understanding of a feature or a product. For example, this is how a user guide might look for using article template

4. Report an issue to our team

If the problem persists or recurs frequently, please contact our team.

You can find the information on how to contact us here.