How to report an issue

Jason Cerrato
  • Updated

If something appears broken, slow, or just plain weird, we want to hear about it! Reporting issues allows us to identify necessary improvements and work toward building a more positive Terra experience. We also want to make sure you're able to continue doing your important work with as few snags and hiccups as possible.

Reporting options

There are a few different ways to report a problem you're having on Terra. The list below goes in order starting with the most recommended. 

1. General Discussion

In most cases, we recommend reporting your issue to our General Discussion board so other users experiencing a similar issue can learn from the resolution. Posting on this board also allows other users to help you with your issue, which can decrease the amount of wait time from report to resolution.

2. Contact Us in Terra

If you feel uncomfortable sharing your issue with others, you can contact us directly in Terra by clicking the main navigation menu at the top left, clicking Support to expand, and then selecting Contact Us (screenshot below left).

Contact Us window will pop up where you can let us know what's going on (screenshot below right).

Screen_Shot_2020-03-06_at_1.11.51_PM.png mceclip1.png

3. Email

You can also email us by writing to support@terra.bio

Guidelines for reporting an issue

1. Check to see if someone has already reported this issue
You can look in our General Discussion board, or if it has been posted to our Known Issues board. If someone has already reported the issue, adding your case to the already existing thread allows us to focus on the solution rather than on communicating with everyone individually. 

2. Share the workspace where you're seeing this issue
In most cases, it's helpful for us to have access to the workspace where the issue is occurring.

2.1. Select the Share option after clicking the three vertical dots icon - in either the workspace list or inside the workspace dashboard.

mceclip2.png

2.2. In the form, toggle the Share with support option on.

Share-workspace-with-support_Screen_shot.png

3. If what you are doing has worked before, and is now not working, please let us know when you last saw this working and when you noticed it stopped working.

4. If you are receiving an error message, please provide the steps you took to receive the error and a screenshot of the error.

5. If you need help with a workflow issue, please provide the relevant submission and workflow IDs.

6. If you need help with a Cloud Environment issue, please provide the following details in your report:

  • Terra account email address
  • Workspace Google Project ID (found on the dashboard)
  • Cluster ID (found under Details at https://app.terra.bio/#clusters)
  • Screenshot of cloud environment configuration
  • Link to workspace

We ask for your patience when waiting for a response. We are working to help everyone as quickly as we can.

Be polite! Don't use sarcasm, be rude to other users or staff, and don't use strong language. See the Terra Community Guidelines for more guidelines.

 

Was this article helpful?

1 out of 1 found this helpful

Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.