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.
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:
If problems persist or you need help using KBase tools, please contact us, keeping in mind the tips for reporting issues.
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.
If you need help getting started using KBase or encounter problems, please consult the following resources first.
To report issues, suggest new features, or get help using KBase tools, please go to our contact page.
When reporting an issue, please include as much of the following information as possible to help us reproduce your problem and fix it quickly: