Troubleshooting
This guide helps you resolve common issues when using VariantMiner. Follow the step-by-step solutions for quick problem resolution.
Login and Authentication Issues
Cannot Access Login Page
Symptoms:
Browser cannot reach VariantMiner URL
"Site cannot be reached" or similar errors
Page loading indefinitely
Solutions:
Check URL: Verify you're using the correct VariantMiner URL
Internet Connection: Confirm internet connectivity by visiting other websites
VPN/Firewall: If using corporate network, check VPN connection and firewall settings
DNS Issues: Try accessing by IP address if provided by administrator
Browser Cache: Clear browser cache and cookies, then try again
Login Credentials Not Working
Symptoms:
"Invalid email or password" error
Account appears to be locked
Two-factor authentication issues
Solutions:
Verify Credentials: Double-check email address and password (check caps lock)
Password Reset: Use "Forgot Password" link to reset your password
Account Status: Contact administrator to verify account is active
Browser Issues: Try incognito/private browsing mode
Wait for Unlock: If account is locked, wait 15 minutes before retrying
Session Keeps Expiring
Symptoms:
Frequently prompted to log in again
"Session expired" messages
Losing work when session expires
Solutions:
Browser Settings: Enable cookies and local storage for VariantMiner domain
Security Software: Check if antivirus/security software is clearing cookies
Multiple Tabs: Avoid opening VariantMiner in multiple tabs simultaneously
Inactive Timeout: Sessions expire after inactivity; save work frequently
Browser Extensions: Disable extensions that might interfere with sessions
File Upload Issues
Upload Fails or Stalls
Symptoms:
Upload progress bar stops moving
"Upload failed" error messages
Files not appearing in file list
Solutions:
File Size: Check if file exceeds maximum size limit
Internet Connection: Ensure stable, high-speed internet connection
File Format: Verify file is in supported format (VCF, BAM)
Browser Retry: Refresh browser and try upload again
Different Browser: Try uploading with different browser
Compress Files: Use gzip compression (.gz) for faster uploads
Off-Peak Hours: Try uploading during less busy times
File Processing Stuck
Symptoms:
File shows "Processing" status indefinitely
Progress percentage not increasing
No error messages displayed
Solutions:
Wait Time: Large files can take several hours to process
Check Status: Refresh page to see if status has updated
Server Load: Processing may be delayed due to queue
File Format: Ensure file follows proper VCF format standards
Contact Administrator: If stuck for > 24 hours, contact support
File Format Errors
Symptoms:
"Invalid file format" errors
Processing fails with format validation errors
Missing required headers
Solutions:
VCF Validation: Use external VCF validation tools before upload
Header Requirements: Ensure VCF has proper header lines
Sample Names: Check sample names don't contain special characters
File Encoding: Ensure file uses UTF-8 encoding
Compression: Try uploading uncompressed version if compressed version fails
Browser and Interface Issues
Page Not Loading Properly
Symptoms:
Blank pages or incomplete loading
Missing interface elements
JavaScript errors in console
Solutions:
Browser Cache: Clear browser cache and reload page
JavaScript: Ensure JavaScript is enabled
Browser Update: Update to latest browser version
Ad Blockers: Temporarily disable ad blockers and browser extensions
Compatibility: Switch to recommended browser (Chrome, Firefox)
Variant Browser Not Responding
Symptoms:
Variant browser loads slowly or not at all
Filters not working
Table not displaying data
Solutions:
Data Size: Reduce filter criteria to limit result set size
Browser Memory: Close other tabs to free up browser memory
Pagination: Use pagination instead of loading all results
Refresh Page: Reload the variant browser page
Clear Filters: Reset all filters and start with basic filtering
Interface Elements Missing
Symptoms:
Buttons or menus not visible
Layout appears broken
Text overlapping or misaligned
Solutions:
Zoom Level: Reset browser zoom to 100%
Screen Resolution: Check if screen resolution is supported
Browser Compatibility: Use recommended browser version
CSS Issues: Clear browser cache to reload stylesheets
Window Size: Try maximizing browser window
Data and Analysis Issues
No Data Visible
Symptoms:
Empty dashboards or data tables
"No data found" messages
Missing files or samples
Solutions:
Workspace Selection: Verify correct workspace is selected
Permissions: Check if you have access to view data in current workspace
Data Processing: Ensure files have completed processing
Filters Applied: Check if restrictive filters are hiding data
Organization Context: Verify you're in the correct organization
Variant Classification Not Saving
Symptoms:
Classification changes not persisting
Error messages when saving classifications
Classifications reverting to previous state
Solutions:
Permissions: Verify you have classification permissions in workspace
Network Issues: Check internet connection stability
Session Expiry: Ensure session hasn't expired; log in again if needed
Browser Issues: Try clearing cache and reloading page
Concurrent Users: Check if another user is editing the same variant
Export Functions Not Working
Symptoms:
Export buttons don't respond
Download files are empty or corrupted
Export process never completes
Solutions:
Pop-up Blockers: Allow pop-ups for VariantMiner domain
File Size: Large exports may take time; check if still processing
Browser Downloads: Check browser download settings and permissions
Filter Results: Reduce result set size before exporting
Alternative Formats: Try different export format if one fails
Performance Issues
Slow Loading Times
Symptoms:
Pages take long time to load
Interface feels sluggish
Timeouts when performing operations
Solutions:
Internet Speed: Test internet connection speed
Server Load: Performance may vary during peak usage times
Browser Optimization: Close unnecessary tabs and applications
Data Filtering: Use filters to reduce amount of data loaded
Browser Cache: Clear cache may improve performance
Hardware: Ensure adequate RAM and processing power
Memory Issues
Symptoms:
Browser becomes unresponsive
"Out of memory" errors
Browser crashes
Solutions:
Close Tabs: Close unnecessary browser tabs
Restart Browser: Completely restart browser application
Reduce Data: Use more restrictive filters to limit data sets
Pagination: Use pagination instead of loading all results
System Memory: Close other applications to free system memory
Report Generation Issues
Reports Not Generating
Symptoms:
Report generation process fails
Empty or incomplete reports
Error messages during report creation
Solutions:
Variant Selection: Ensure variants are properly selected for report
Patient Information: Verify all required patient information is provided
Template Issues: Try different report template
Permissions: Check if you have report creation permissions
Browser Compatibility: Try generating report in different browser
Report Format Issues
Symptoms:
PDF reports appear corrupted
Formatting problems in generated reports
Missing data in report sections
Solutions:
PDF Viewer: Try opening PDF in different viewer application
Browser PDF: Use browser's built-in PDF viewer
Report Template: Try different report template
Data Validation: Ensure all report data is properly validated
Download Again: Try downloading report again
Integration Issues
API Access Problems
Symptoms:
API calls returning errors
Authentication failures with API
Timeout errors from API
Solutions:
API Keys: Verify API keys are correct and active
Permissions: Check if user account has API access permissions
Rate Limits: Ensure not exceeding API rate limits
Network Access: Verify network can reach API endpoints
Documentation: Review API documentation for correct usage
External Database Connectivity
Symptoms:
External annotations not loading
Missing data from external databases
Timeout errors for external services
Solutions:
Internet Access: Verify internet connectivity for external services
Firewall: Check if firewall blocks access to external databases
Service Status: Check if external services are operational
Retry Later: External services may be temporarily unavailable
Cache Issues: Clear cache to reload external data
Getting Additional Help
Before Contacting Support
Gather the following information:
Error Messages: Exact text of any error messages
Browser Information: Browser type and version
Operating System: OS type and version
Steps to Reproduce: Detailed steps that led to the problem
Screenshots: Visual evidence of the issue
Timing: When the problem first occurred
Frequency: How often the problem occurs
Contact Information
Internal Support:
Contact your organization's IT administrator
Reach out to your laboratory's VariantMiner administrator
Check internal documentation or help desk
System Administrator:
Provide detailed problem description
Include all gathered troubleshooting information
Specify urgency level of the issue
Emergency Issues: For critical issues affecting patient care:
Contact your laboratory director immediately
Have backup procedures ready
Document any workarounds used
Preventive Measures
Regular Maintenance:
Clear browser cache weekly
Keep browser updated to latest version
Regularly review and clean up old files
Monitor storage quotas
Best Practices:
Save work frequently
Use recommended browsers
Follow file naming conventions
Regular password updates
Keep backups of important data
Still experiencing issues? Contact your system administrator with the details gathered from this troubleshooting guide.
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