Getting Help
Types of Support Available
Section titled “Types of Support Available”Technical Support
Section titled “Technical Support”For platform issues, access problems, and general technical questions:
- Platform functionality: Interface issues, login problems, performance issues
- Access permissions: File system access, authentication problems
- Browser compatibility: Display issues, feature problems
- Network connectivity: Connection issues, VPN problems
File Conversion Support
Section titled “File Conversion Support”For data format conversions and processing requests:
- Format conversions: Converting between different imaging formats
- Data optimization: Creating web-optimized versions of datasets
- Metadata enhancement: Adding or correcting imaging metadata
- Custom processing: Specialized data processing requests
Self-Service Resources
Section titled “Self-Service Resources”Documentation
Section titled “Documentation”Before contacting support, consult this user guide. Key sections include:
- Quick Start Guide: Basic operations and common workflows
- Troubleshooting: Solutions for common problems
Built-in Help Features
Section titled “Built-in Help Features”Interface Help
Section titled “Interface Help”- Tooltips: Hover over buttons and icons for brief explanations
- Help icons: Click question mark icons throughout the interface
- Context menus: Right-click for additional options and information
Status Pages
Section titled “Status Pages”- Tasks page: Monitor conversion requests and their status
- Data Links page: View and manage all your data links
Contacting Support
Section titled “Contacting Support”File conversion requests
- Use the Conversion tab in the Properties Panel
- Include all required information in the dialog
- Submit the request to open a conversion request in JIRA
For all other support
- Reach out on the #fileglancer-support Slack channel
- Fill out the Clickup issue form
Information to Provide
Section titled “Information to Provide”When contacting support, include:
Essential Information
Section titled “Essential Information”- Your name and lab affiliation
- Problem description: What you were trying to do and what happened
- Error messages: Exact text of any error messages
- File paths: Specific directories or files involved
- Browser and OS: Your browser type/version and operating system
Technical Details
Section titled “Technical Details”- Steps to reproduce: Detailed sequence that causes the problem
- Screenshots: Visual evidence of the issue (when helpful)
- Previous attempts: What troubleshooting steps you’ve already tried
- Urgency level: How quickly you need the issue resolved