Common questions and fixes
Start with the situation that matches what you see. If you need help from your lab administrator, include the record name, the action you tried, and the exact message shown.
I cannot see a button or feature
Check that you are in the expected organization and on the correct record. Some actions depend on your role, the record’s state, organization settings, subscription, or deployment.
If a colleague can see an action that you cannot, ask an administrator to check your access. Do not use someone else’s account.
Understand roles and permissions →
Should I create a protocol, workflow, batch, or sample?
| You need… | Choose… |
|---|---|
| Instructions for a procedure | A protocol |
| Several procedures arranged in order | A workflow |
| A tracked run of grouped work | A batch |
| An individual item with its own history | A sample |
A step will not complete
- Read the validation message before trying again.
- Check required form fields, units, and attached evidence.
- Check material availability and the selected inventory lot.
- Complete any required review or signature using your own account.
- If the cause is unclear, ask the person responsible for the procedure to review the record.
I clicked save or complete, but the page timed out
Refresh the record and check its current state and timeline. A timeout does not tell you whether the action succeeded. For steps affecting inventory, check the related inventory transactions too.
Retry only after confirming the action did not already complete. If you cannot establish the current state, ask an administrator to investigate before submitting it again.
The schedule looks wrong
Check the record’s planned start time, the workflow’s protocol offsets, and your account and organization timezones. If work has already started, follow your lab’s process for changes and record the reason where required.
Inventory is blocking my work
Check the selected item, lot, location, unit, concentration, and quantity against the actual material available. A lot is a particular physical supply, rather than the general catalog definition.
Have the responsible person correct missing or inaccurate inventory records before retrying. Do not enter a false quantity simply to complete a step.
Can I use a draft or AI-generated procedure?
Have an authorized person review the exact version before production use. Starter content and AI-generated instructions still need scientific and operational review.
Review drafts → · Assistant safety and review →
Why am I being asked to sign?
Your organization may require an electronic signature for a particular action. Read the action and signature meaning carefully; a signature records your confirmation for that record.
Electronic signatures explained →
A screenshot looks different from my screen
Screenshots illustrate the feature. Your role, settings, theme, and FlaskTrack release can change which controls are visible. Use the written task and control names as your guide; ask an administrator if the expected action is unavailable.
What should I include when asking for help?
- The screen and record name or identifier.
- What you were trying to do.
- The exact error message and when it occurred, including timezone.
- Whether refreshing shows the action as complete.
- A screenshot if your lab permits it, with sensitive information removed.
Never include passwords, recovery codes, or API keys.