Getting help
Getting help via the workbench
If you encounter a problem or need help understanding how the Biomedical Genomics Workbench works, and the license you are using is covered by our Maintenance, Upgrades and Support (MUS) program ( https://www.clcbio.com/support/maintenance-support-program/), you can contact our customer support via the Workbench by going to the menu option:
Help | Contact Support
This will open a dialog where you can enter your contact information, and a text field for writing the question or problem you have. On a second dialog you will be given the chance to attach screenshots or even small datasets that can help explain or troubleshoot the problem. When you send a support request this way, it will automatically include helpful technical information about your installation and your license information so that you do not have to look this up yourself. Our support staff will reply to you by email.
Other ways to contact the support team
You can also contact the support team by email: AdvancedGenomicsSupport@qiagen.com
Please provide your contact information, your license information, some technical information about your installation , and describe the question or problem you have. You can also attach screenshots or even small data sets that can help explain or troubleshoot the problem.
Information about how to to find your license information is included in the licenses section of our Frequently Asked Questions (FAQ) area: https://secure.clcbio.com/helpspot/index.php?pg=kb. Information about MUS cover on particular licenses can be found by https://secure.clcbio.com/myclc/login.
Users of the freely available CLC Sequence Viewer can make use of any of our online documentation sources, including the manuals (http://www.qiagenbioinformatics.com/support/manuals/), tutorials (http://www.qiagenbioinformatics.com/support/tutorials/) and other entries in our FAQ area (http://helpdesk.clcbio.com/index.php?pg=kb).