During the technical issue resolution process our support may ask you to send us the error logs and files needed for us to investigate the problem you reported.
We've tried to simplify the process of gathering these files and helping you to send diagnostics to our support team with only few clicks.
Advised steps:
- Ensure you are running the latest version of the application, as the problem you are experiencing may have already been fixed.
- If the problem is still present, download the app diagnostics zip file:
a) On Windows / Mac local installation right-click on the little Omniscope "system tray" icon and select Admin > "Download diagnostics"
OR
b) On server installation, navigate to the Admin Web app (accessible from the Project page sidebar, or bottom footer "Admin" section), click on the Server health button and then on App diagnostics
3. Send an email to Visokio support with the app diagnostics.
4. If the reported problem is causing an issue with Project files, then please also include an IOZ file, with steps how to reproduce the issue. You can download an ioz of any project from the
Workflow app > Three dots menu > Download IOZ
or
from the Project page > Three dots > Download IOZ
If the file contains confidential data, you could send us a sample dataset, or hide the sensitive information by using the "Scramble" block to encode the text before sending.
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