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--- format_troubleshoot [2022/02/11 16:08]
yves created
+++ format_troubleshoot [2022/02/11 17:43]
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 ===== File format troubleshooting =====
+There are any number of ways that information can be encoded. While we strive to [[supported_file_formats|support as many file formats as possible]], we can't promise you that we support everything. Occasionally, you'll encounter data that you think //should// work, but for whatever reason, //doesn't//.
+There's a [[https://helpdesk.pathomation.com|Pathomation helpdesk]] for that.
+{{ :helpdesk.png?direct&400 |}}
+But before you contact us, there are a couple of steps that you can take yourself, depending on the type of data we're talking about:
 ==== Slides ====
+Check the filesize of your original slide data. If you expect to see a slide scanned at 20X, but the file that you're trying to host is only 100KB, you're probably missing data. Specifically:
+  * You may be dealing with a multi-file file format
+  * You may have downloaded a file from somewhere and something went wrong mid-transfer, resulting in truncated data
+If you know the origin of the slide and the scanner hardware vendor, check if the file renders with the vendor's native viewer
+Check the storage medium. Though this is rare, it's possible that you have a particular file format that we only support on a specific storage medium. You may be dealing with a slide in S3 e.g., yet we only support the format in Azure and on local disk storage.
+When all else fails, [[https://helpdesk.pathomation.com|contact us]]. On [[https://helpdesk.pathomation.com|our helpdesk website]], you find [[https://www.pathomation.com/helpdesk|additional pointers of information that you can provide us with and that can help troubleshoot the issue]].
 ==== Annotations ====
+If you know the origin of the annotations, check if they render correctly with the vendor's native software.
+This gets a bit technical, so we'll totally forgive you if you skip this step. All the same: If you have a third-party derived format and it can't be read by //us//, see if it can be read by the software of its original creator. It's quite possible that vendor B adopted file format X from vendor A and made a mistake in the implementation, leading to a variant of format X (let's call it X'). Format X' would could then be read by vendor B, but //not// by vendor A anymore, and chances are that under these conditions we're not able to either.
+When all else fails, [[https://helpdesk.pathomation.com|contact us]]. On [[https://helpdesk.pathomation.com|our helpdesk website]], you find [[https://www.pathomation.com/helpdesk|additional pointers of information that you can provide us with and that can help troubleshoot the issue]].
 ==== Other formats ====
+There are a number of other formats that are used throughout the Pathomation platform (including PMA.core): CSV, XLS, XML, ARFF... If you find yourself working with any of these file formats and run into trouble; the general guidance is to see if the file under suspicion is interpreted correctly by the software it came from.
+If the file can still be read by the original software it's created with, it's possible we made a mistake implementing support for it on our side. You can then [[https://helpdesk.pathomation.com|contact us]]. On [[https://helpdesk.pathomation.com|our helpdesk website]], you find [[https://www.pathomation.com/helpdesk|additional pointers of information that you can provide us with and that can help troubleshoot the issue]].

PMA.core 3.0.1

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