Contacting DNAnexus Support

Contact DNAnexus Support, report failed executions, and grant temporary project access.

Contact DNAnexus Support for help with the Platform. When Support needs to investigate a project or failed execution, you can grant temporary access to the relevant project.

Contact Support

• In the UI, select Help > Contact Support. Complete the form, then click Send.

• Email DNAnexus Support.

After you submit a request, you receive an automated reply confirming that DNAnexus Support has received it.

Grant DNAnexus Support Access to a Project

When DNAnexus Support needs to investigate an issue in a project, a project administrator can grant the Support team temporary access. Grant access only when requested by DNAnexus Support and only for the project that needs investigation.

1. In your project, click Share Project.

2. Select Add DNAnexus Support.

3. In Access Time, select how long the Support team can access the project. You can select from 5 to 10 days.

4. Describe the issue that requires Support access.

5. Click Grant Access.

Access expires automatically after the selected period.

Temporarily inviting DNAnexus Support team to your project

Remove Support Access

To revoke DNAnexus Support team's access to a project:

1. In your project, click Share Project.

2. Click Manage Support Access.

3. Click Remove Access.

The DNAnexus Support member is removed immediately.

Remove DNAnexus Support access before it expires

Renew Support Access

To extend an existing DNAnexus Support team's project membership:

1. In your project, click Share Project.

2. Click Manage Support Access.

3. Click Renew Access.

4. In Access Time, select how long the Support team can access the project. You can select from 5 to 10 days.

5. Click Renew Access.

The new access period starts on the day you renew access.

Extend access duration for DNAnexus Support

Report a Failed Execution

You can send a failure report directly from a failed execution's details page. The report includes diagnostic details to help DNAnexus Support investigate the failure.

1. Open the failed execution, then click Send Failure Report to DNAnexus Support.

2. Review the pre-filled Subject and Message, and remove any sensitive data before sending the report.

3. (Optional) Grant DNAnexus Support temporary View access to the project by selecting the checkbox that grants access for 5 days.

4. Click Send Report.

For information about viewing execution details and logs, see Monitoring an Execution via the UI.

Send job failure report to DNAnexus Support

If you granted DNAnexus Support access to your project, you can extend access or revoke access at any time.