Login Troubleshooting and Support
If you encounter login issues, try the following:
Verify your password is entered correctly (case-sensitive).
Ensure your internet connection is stable.
Reset your password by clicking Forgot your password? on the login page if needed.
For persistent issues, contact the Franklin Support team via:
• The chat icon in the bottom-right corner of the screen
File Upload Troubleshooting
If your file appears to be stuck during the upload or annotation process for an extended period, this usually indicates an issue with the file upload system. Please follow the steps below to troubleshoot and resolve the issue:
Quick Steps to Resolve the Issue:
Check Your Internet Connection:
Ensure your connection is stable and continuous throughout the upload process.Switch Browsers:
Try using an alternative browser (e.g., Chrome, Firefox, Safari) to rule out browser-related issues.Refresh the Page:
Sometimes the upload is progressing normally in the background, but the browser doesn’t update the status in real time. Press F5 (or Ctrl/Command + R) or click the refresh icon next to the URL bar.Clear Your Browser Cache:
Cached data may interfere with uploads. Clear your cache by pressing Cmd + Shift + R on a Mac, or Ctrl + F5 on a PC.Verify File Format:
Make sure the file is in a supported format such as VCF, FASTQ, BAM, etc.Cancel and Re-Upload the File:
If the file is still stuck, cancel the current upload and try again from the beginning.
To cancel a case:From Franklin’s main page, click on “My Cases” at the top of the screen.
Locate the relevant case. On the right-hand side of the file upload status bar, click the three dots and select “Edit Case Details.”
In the pop-up window, click “Delete Case” at the bottom-left corner to remove the stuck upload.
Inspect File Integrity:
Make sure the file is not corrupted or partially exported. Try opening the file locally before re-uploading.Check Metadata Requirements:
Ensure all required fields (e.g., sample name, genome build) are correctly filled in during the upload process.
Still Stuck? Contact Genoox Support
If the issue persists after trying the steps above, please contact Franklin’s clinical experts via chat or email. Include the following details in your message:
Full name.
Organization name.
Email used to access Franklin.
File name.
Time of upload attempt.
Any relevant information that might help.
Attach a screenshot of the error message (either from the browser screen or browser console).
Attach the name of the stuck file.