As LOWIS is a complex software system there is the potential for users to encounter the occasional error when using the application. Before submitting a support request, let us first look at the different types of errors you might encounter and the steps you should take when they occur.
LOWIS Client Freezes:
If the LOWIS client stops responding to input it could be due to a couple of reasons: it is waiting for a response from the server or it is trying to do a large amount of processing. By default, the LOWIS system is set-up with a 10 minute timeout. The client will wait ten minutes to see if there is a response from the server before giving up. Depending upon the type of screen you are on, you may eventually see a message such as:
If this occurs, you should first contact your local LOWIS Administrator, as it indicates an issue talking to the LOWIS server. There may be an issue on the server side that the administrator should address or that they need to contact support to look into further.
LOWIS displays an error message:
There are a number of expected warning messages within the LOWIS system. These are there to inform users when there is a problem with configuration or data preventing something, be it a card, well test, or well, from being analyzed or evaluated. These can also appear if you attempt to improperly use the system, such as trying to analyze a card without first selecting one.
If you have questions about these messages, you may first want to consult the LOWIS documentation and knowledge base articles. If you are unable to find the answer to your question there, contact support for an explanation of what the message means. Please include a screenshot of the message when submitting any questions.
However, if you get an error message that indicates a script error or references a file and function, like in the examples below, please submit a support ticket. Please make sure to include a screen shot of the message and as much information as possible about what you were doing when you encountered the error. Try to include the well, or device, that you were working with, the screen that you were on, and any steps leading up to encountering the issue if applicable.
LOWIS Client Exits Unexpectedly:
If the LOWIS client exits unexpectedly, you should submit a ticket to the support staff. The LOWIS client may generate a memory dump on your local machine about the error, which will usually be indicated in the error message.
The next time you launch the client it will ask if you would like to upload the memory dump file to the server. Please select yes, and make a note of this when submitting a ticket to support. Additionally, please include as much information as possible about the steps you performed before the client exited.