Support & Contact

  • Have you read the FAQs and Tutorials?
    These resources provides detailed explanations for common questions received from users. Please first go through these resources as listed on the left bar.
  • Have you tried our example data to see if the issue still exists?
    Most of the time, the issue is related to improper data format. Although we try to give informative error messages during data uploading, there are always exceptions. Here are three tips:
    1. Open your file in a text editor (not a spreadsheet program) to see the details - are these values comma separated (.csv) or tab separated (.txt)?
    2. You may need to search "How to save my file as a .csv format" to get more detailed instructions;
    3. We offered a wide variety of example datasets, please choose the one that matches your data type to see if the issue still appears. Download and open the data in a text editor for 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
    1. Provide a copy of your data
    2. Document all steps leading to the issue. Sometimes screenshots may be necessary
If you still need help, please send your email together with the required information (data + steps + parameters) to: guangyan.zhou [at] mail.mcgill.ca or jeff.xia [at] mcgill.ca.

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