Troubleshooting and Issue Reporting

When using KBase, you are part of a large and growing collaborative team. We hope that your experience with KBase is positive. However, problems are bound to crop up. Below are some troubleshooting tips, along with guidelines for reporting issues that will help us address them quickly and efficiently.


Things to try if you encounter problems

If you experience problems with KBase’s user interface (e.g., data, apps, or viewers won’t load or the interface appears to be frozen), here are a few things to try that may help:

  • See our list of recommended web browsers to make sure your browser is supported by KBase.
  • Try a hard reload of your Narrative (shift-reload in your browser window).
  • Log out of KBase and log in again.
  • Clear your browser cache or open the Narrative Interface in an “incognito” or “private” browser window (which doesn’t use your cache).
  • Select the “Shutdown and Restart” option in the “hamburger” menu at the top left of the Narrative Interface. A popup will ask you to confirm that you want to restart the Narrative Interface and remind you to save your latest changes.

If problems persist or you need help using KBase tools, please contact us, keeping in mind the tips for reporting issues.

Sharing Your Narrative

In many cases, the fastest way for KBase to reproduce and address your issue is for our Help Desk team to look at your Narrative. In order for KBase staff to see your Narrative, you will need to share it with the “kbasehelp” account. The Narrative User Guide explains how to share Narratives. Rest assured that we will not share your Narrative with anyone outside of KBase.

When you contact us to report your issue, be sure to include the URL of your Narrative so we can check it out.

Before Reporting …

If you need help getting started using KBase or encounter problems, please consult the following resources first.

Where to Report an Issue

To report issues, suggest new features, or get help using KBase tools, please go to our contact page.

Bug Reporting Guidelines

When reporting an issue, please include as much of the following information as possible to help us reproduce your problem and fix it quickly:

  • Narrative version — Select “About the Narrative” from the hamburger menu at the top left of the Narrative Interface.
    At the top of the window that appears, you should see the version number; it will look something like “Version: 3.5.0.”
  • Operating system (Mac, Windows, or Linux) and version
  • Browser name (e.g., Firefox, Chrome, Windows Edge) and version
  • URL you were looking at when the problem occurred
  • Clear summary of problem
  • Steps to reproduce
  • Dataset you were using or trying to load
  • Screenshots, if appropriate
  • URL for the Narrative you shared with “KBaseHelp” that demonstrates the problem