Introduction
As part of our ongoing efforts to enhance the Franklin platform, we are performing significant technical and software upgrades. These upgrades include a redirection from franklin.genoox.com to franklin2.genoox.com and other necessary changes. While these improvements are essential for providing a better user experience, we understand they may cause temporary disruptions. Below, we outline the common symptoms you may encounter and provide solutions to address them.
Common Symptoms
Login Issues: You may find yourself unable to log in, or you might be redirected between pages in a loop.
Unstable Pages: The Franklin page might keep refreshing or switching between URLs, causing instability.
Inaccessible Tabs: Specific tabs, such as the Variants tab, may not load properly.
General Access Issues: You may experience difficulties accessing Franklin, either due to connection problems or the site appearing to be down.
Family Creation Issues: You may encounter problems when trying to create a family if the samples involved are from different software versions.
Why This Is Happening
Due to the technical and software upgrades, specifically the redirection from franklin.genoox.com to franklin2.genoox.com, some users may experience issues like login problems, page instability, and access difficulties.
Additionally, we have implemented restrictions to ensure compatibility between different software versions. If you attempt to create a family using samples from different versions, such as version 76 and version 76.1, the family creation process will fail.
We are actively working to resolve them, and we appreciate your patience during this transition.
Immediate Solutions:
Clearing Token Cookies for Connection Issues:
To resolve these issues, please follow the steps below to clear the token cookies from your browser:
Open your browser and navigate to the Franklin page where you are experiencing issues.
Right-click on the page and select "Inspect" or press F12 on your keyboard to open the Developer Tools.
In the Developer Tools, go to the "Application" tab.
Under the "Storage" section, find and click on "Cookies".
Locate and delete any cookies related to franklin.genoox.com and franklin2.genoox.com.
Close the Developer Tools and refresh your browser.
This should resolve the connection issues you are experiencing. If the problem persists, please try clearing your browser’s cache or accessing Franklin from a different browser or device.
Annotating Samples for Family Creation:
To resolve issues with family creation when using samples from different software versions:
Identify the samples that are from the older version (e.g., version 76).
Re-annotate these samples using the latest version available (e.g., version 76.1).
Once all samples are updated to the same version, proceed with the family creation process.
This will ensure compatibility and allow you to create families without any issues.
Conclusion:
We at Franklin understand how frustrating these issues can be, and we are committed to resolving all problems as quickly as possible. Our technical team is diligently working to restore full functionality and enhance your experience. If you continue to face problems or have any other concerns, please don't hesitate to contact our support team at [email protected].
Thank you for your understanding and cooperation.
Kind regards,
Franklin Support Team