Why is it taking longer than usual for an analysis to start?

There could be multiple reasons for a delay.

1) You may have closed your PC before the upload was completed, logged out of your account or removed the files from their original saved location. When a run is uploaded, it is associated to a specific, computer, Windows user and the SOPHiA DDM™ Platform user.

– To resume upload, simply restart the SOPHiA DDM™ Platform and log in.

– This should be done on the same computer and using the same windows user and the same SOPHiA DDM™ Platform user credentials that started the run.

– Using other credentials will not work.

2) If you are using a USB key, please make sure not to remove it before the copy is completely finished.

3) If you are using a network folder, make sure the folder is always available during the upload. We recommend making a local copy of the files before starting an upload.

4) If you still don’t see the upload bar moving on the bottom, please contact support using the “Contact support” link button in the SOPHiA DDM™ main page.