Support
Help from Biolytica, the team that builds and maintains BOLD Forensics. Check the known problems first. If yours is not there, send a request and we will reply by email.
Support is for people who already have an account. To get one, see how to get an account.
Known problems and solutions
Problems other people have reported, and how they were solved. New articles are added as requests are resolved.
5 articles
My authenticator code is rejected when I sign in Signing in and accounts
What you see: Sign-in fails with "Authentication failed" even though the password is right.
Sign-in accepts only the code your authenticator app is showing right now, and codes change every 30 seconds. If the code is about to change, wait for the next one before typing it.
Codes depend on your device's clock. Set the phone or computer that runs the authenticator app to set its time automatically, then try again.
If you have replaced or reset the device and no longer have the authenticator entry, send a support request so your two-factor sign-in can be reset.
My invitation link says the registration has expired Signing in and accounts
What you see: Completing the registration form shows "Registration expired".
Invitation links last for a limited time; the invitation email states how many hours. After that the link stops working.
The same message appears if the email address you enter is not the one the invitation was sent to. Use exactly that address.
If the link has expired, request a new invitation using the support form or by emailing the platform team.
A file I attach to a record is not accepted Images and documents
What you see: The upload is refused because of its file type.
Accepted types are photographs (JPG, PNG, GIF), trace chromatograms (AB1, SCF), fragment-analysis files (FSA), sequences and reads (FASTA, FASTQ), documents (PDF), spreadsheets (XLSX), audio (WAV, MP3) and data files (TSV, JSONL, Parquet and TAR archives).
Check that the file extension matches its contents. Convert other formats first, for example TIFF images to PNG, or Word documents to PDF.
My batch specimen upload does not load Specimen records and uploads
What you see: A batch upload finishes without the specimens appearing in the project.
Batch uploads are checked against the controlled vocabularies, taxonomy and place names before any records are loaded, so one unrecognised value can stop the batch.
Check taxon names, countries and other listed fields against the values the upload template allows, including spelling and capitalisation, then upload the corrected file again.
If the upload still does not load, send a support request with the project code and the name of the file you uploaded.
My analysis has been waiting for a while Analyses and reports
What you see: A submitted analysis stays at waiting or queued in the analysis queue.
Submitted analyses are picked up every few minutes and run one after another, so a job can wait while earlier ones finish.
Check the analysis queue for the job's current state. If it has not moved for more than an hour, send a support request with the job ID.
No known problems match your search. Send a request and describe what you see.
Send a request
Requests go to the Biolytica support team. We reply to the email address you give below.
Request sent
We will reply to . If it is urgent, email [email protected] and mention that you used the form.