Troubleshooting

Find the symptom or the message in the table for its area. Messages are quoted in italics, exactly as the app shows them. When the table does not solve it, Get help says who to ask — your organization administrator, your service provider or Cytometa support.

Signing in

Symptom or message	Cause	What to do
Email or password is incorrect.	The email or password is wrong.	Check both; passwords are case-sensitive. Otherwise use Forgot password? — see Sign in.
Too many sign-in attempts. Try again in n minutes.	Too many wrong passwords, or too many attempts in a minute.	Wait, or reset your password. See After wrong passwords.
Email Someone tried to sign in to your account	About 10 wrong passwords or codes for your account within an hour.	If it was not you, reset your password with the link in the email.
Account is not active.	The account has not been set up from its invitation.	Ask your organization administrator. See Invite and manage users.
User has no organization access.	The account is not a member of any organization.	Ask your organization administrator to add you.
No accessible organizations or workspaces after signing in	Your account has no workspace in the organization.	Ask your organization administrator to add a workspace to your account.
No verification email arrives	The email is delayed or filtered.	Check your spam folder. Select Resend code after a minute; new codes can be requested for 10 minutes after you entered your password.
Invalid verification code. Please try again.	The code is wrong or old.	Enter the newest code. Authenticator codes change every 30 seconds; an email code replaces the previous one.
The verification code has expired. Please sign in again.	Email codes are valid for 5 minutes.	Sign in again.
Too many failed attempts. Please sign in again.	Five wrong codes.	Sign in again.
Please wait a minute before requesting a new code.	One new email code per minute.	Wait, then select Resend code.
Lost the phone with the authenticator app	The app gives the codes, and it is gone.	Select Use a recovery code. Without one, ask your organization administrator to reset your two-factor authentication. See Sign in.
Set up your authenticator app appears and the app will not open	Your organization allows only the authenticator app and you have none.	Set it up — see Sign in.
Invalid or expired setup link	The invitation is older than 7 days, was already used, or your account is already active.	If your account is active, sign in, or select Forgot password?. Otherwise ask your organization administrator to select Resend invite.
Invalid or expired link on the password reset page	Reset links are valid for 30 minutes and work once.	Select Request new link.
Signed out while working	The organization’s idle timeout or maximum session length was reached, or your password was changed elsewhere.	Sign in again. The limits are in the security policy.

Data and devices

Symptom or message	Cause	What to do
A new device never shows data	The router has not matched the device’s MAC address.	Check the MAC address against the instrument’s label, then the router’s Discovered devices. See Create a device and Manage routers.
A device shows Offline	The instrument or its router lost its connection.	Check Last seen on the device page. Check power and the network at the site; if the router itself is offline, contact your service provider.
All devices behind one router lost their link	The router was assigned to another workspace. Assigning the router to a new workspace will (temporarily) unlink all devices from this router.	Check the router’s workspace in Manage routers.
Device must be disabled before it can be deleted.	Only a Disabled device can be deleted.	Set the state to Disabled first. See Delete a device.
Cannot delete location because it has connected devices.	Devices still stand at the location.	Move or delete the devices first. See Edit or delete a location.
Cannot delete tag because it is in use by locations or metrics.	The tag is still used.	See Manage tags.
Data arrives but no series appears	The router sends a metric ID the workspace does not know; its readings are held.	Resolve it under Settings › Workspace Settings › Metrics — see Resolve pending metrics.
History splits in two after an instrument change	The instrument now reports under another metric ID.	Map the new ID to the existing metric with an alias. See Resolve pending metrics.

Remote access

Symptom or message	Cause	What to do
No Web interface or Remote control button on the device page	You are a Viewer, the device is offline, or the router has not found a remote interface on the instrument.	Remote access needs the Operator role or higher and an online device. See Open remote access.
Remote access is not available for this device.	The instrument has no remote interface the router can reach, or the router at the site is offline.	Check power and internet at the site, then contact your service provider.
Too many sessions created. Please wait before trying again.	You can open 10 remote sessions per minute and 100 per hour.	Wait a minute.
Session expired. Click Reconnect to resume.	Remote sessions have a time limit; the dialog counts it down under Expires in.	Select Reconnect.

Metrics and export

Symptom or message	Cause	What to do
… series hidden (no data in range)	Those series have no values in the chosen period.	Select Show series without data in range, or widen the period. See Plot metrics.
Live updates stop, or the period shrinks when you turn them on	Live updates work for periods up to 6 hours.	Choose a period of 6 hours or less for live updates.
The min/max bands button is disabled; its tooltip says Min/max bands not available for periods under 7 days	Bands are drawn from averaged data, which the chart uses only for periods longer than 6 hours. The tooltip’s “7 days” is out of date.	Choose a period longer than 6 hours.
This chart combines multiple units. …	Series with different units share a chart.	Hover for exact values, or group the charts by metric.
The unit or number of decimals is wrong	The metric’s display settings.	Settings › Workspace Settings › Metrics › Edit metric (Manager and Admin). See Add and edit metrics.
The export ends with Export truncated: maximum of 1,000,000 rows reached. Not all data was exported.	An export stops at 1,000,000 rows. There is no limit on the period itself.	Export a shorter period or fewer series, in several files. See Export metric data.
There are currently no metrics available to export. …	No series is selected.	Select series first.
A view with this name already exists.	View names are unique.	Choose another name. See Save and share a view.

Flow cytometry and gating

Symptom or message	Cause	What to do
A sample shows a warning: This sample contains warnings that may affect accuracy.	The instrument or the calculation flagged a condition.	Open the sample and check the plot and the cartridge before you trust the number. See Review samples.
A sample’s counts changed on their own	A regate recomputed it with a newer gate.	Open the sample’s Calculation history to see which gate produced each version. See How gating works.
Queued to be recomputed with a newer gate	The sample is waiting for a regate.	Wait; follow it under Regate requests.
Recomputing failed. Run it again from the sample work menu	The recalculation of this sample failed.	See Follow regate progress.
A gate change did not reach older samples	You saved it for new samples only, the samples are hand-gated, or they are older than one year.	Apply the gate to history — see Apply a gate to history. Hand-gated samples keep their own gate.
No plots for this sample	The sample has not been processed yet.	Wait; plots appear once processing is done.
Live analysis isn’t available for this sample yet.	The sample cannot be opened in the gate editor yet.	Try again once the sample has been processed.
A gate with this name already exists	Gate names are unique in the workspace.	Choose another name.
A series still follows this gate when archiving	A gate that a series follows cannot be archived.	Move those series to another gate first. See Manage the gate library.
Gate editing is not offered on a phone	The gate editor needs a wider screen.	Use a desktop or tablet in landscape.

Alarms and notifications

Symptom or message	Cause	What to do
An alarm shows Stale	The alarm stayed alerting for 24 hours without new data to evaluate, and was closed automatically.	This is a data-delivery problem: check the device and its router. See How alarms work.
An alarm does not go off, or stays alerting, or no notifications arrive for a device	The device is in Maintenance mode or Disabled, which pauses its alarms and all its notifications.	Set the device back to Active when the work is done. See What Maintenance mode and Disabled pause.
An alarm disappeared after editing	Delete in the Edit alarm dialog deletes the alarm straight away, without asking.	Recreate it. See Create an alarm.
An alarm does not go off although values cross the threshold	Readings older than 15 minutes are not evaluated; the alarm needs the set number of consecutive values; or the alarm is disabled.	Check Consecutive values and whether the alarm is enabled. See Edit, disable or delete an alarm.
No Suppress option	Only an Alerting entry can be suppressed, and only by Operators and higher.	See Suppress an alarm.
You cannot edit an alarm	Operators can suppress alarms but not change them.	Ask a Manager.
An alarm with this name already exists.	Alarm names are unique in the workspace.	Choose another name.
No notification emails	Email notifications start unsubscribed.	Subscribe under Email Preferences. See Choose email notifications.

Settings

Symptom or message	Cause	What to do
No Settings in the left navigation	Operators and Viewers do not see Settings.	Ask a Manager or Admin of the workspace.
Organization Settings is missing on the Settings page	Only organization administrators see it.	Ask your organization administrator. See Roles and permissions.
Someone cannot do what they should	Data actions follow the workspace role, not the organization role.	Check the user’s role in that workspace. See Invite and manage users.
You must disable the workspace before deleting it.	Only a Disabled workspace can be deleted.	Disable it first. See Manage workspaces.
A workspace with this slug already exists.	Slugs are generated from the name and must be unique.	Choose another name.
Idle timeout cannot exceed maximum session duration	The idle timeout is longer than the session.	Shorten the idle timeout or lengthen the session. See Set the security policy.
At least one MFA method must be allowed when MFA is required	Require MFA is on with no method allowed.	Allow Email OTP, Authenticator app or both.
This ID is reserved by the metric catalog. Use “Add” to adopt it instead.	A catalog metric already uses that ID.	Add the catalog metric instead. See Add and edit metrics.
Maximum number of secrets reached (2)	An API client has at most two secrets.	Delete the old secret after switching the integration over. See Manage API clients.
An integration stopped working	Its API client secret expired or was deleted, or the client was disabled or revoked.	Check the client’s Secrets and State. See Manage API clients.