Troubleshoot an analysis

Start with the failing stage

Identify whether the problem occurs during sign-in, upload, data inspection, execution, or export. Keep the run URL and exact visible error. A failure to display progress does not necessarily mean the calculation has stopped.

Before restarting work, reopen the saved run and inspect its latest status and conversation. Repeated submissions can create additional AI usage and make it harder to identify which result is current.

File rejected or upload incomplete

For assay uploads, use CSV, XLS, or XLSX within the 50 MB per-file limit. Export the file in the intended format; changing its extension does not convert the contents. For event data, use the flow workspace and its import guide.

Try the affected file by itself. If it still fails, check that it opens locally and create a small representative working copy with the same headers. Preserve the original file so you can distinguish an input issue from changes made during troubleshooting.

Wrong sheet, columns, or sample roles

Inspect the selected dataset and tell the agent the exact sheet and column names. Check numeric cells, units, merged headings, and metadata above the table. For plate data, verify orientation and well assignments.

Correct the mapping before fitting again. If the data itself needs editing, save a record of the original and modified values. Review the next result against the corrected input, rather than assuming the correction was applied.

No new progress or a disconnected session

Open the agent conversation and look for a question that needs your answer. Reload the run once to reconnect and inspect persisted state. Confirm you are still signed in to the account that owns the run.

If the task is still active and you want to abandon it, use Stop and wait for the status to update. A failed stop request may mean the analysis already finished; reopen the run before trying again. Stopping does not promise a refund of AI usage.

A result is missing or looks inconsistent

Check the active dataset in the fit selector. Review the method, data mapping, exclusions, and warnings in the conversation and results. When comparing figures, confirm the axis units and scales match.

If the result cannot be traced to the supplied measurements, preserve the output and request a specific correction. Do not resolve an unexplained mismatch by changing labels alone.

Usage limit or unavailable format

A monthly allowance and a concurrent-analysis limit are different restrictions. A concurrent-limit message means another analysis is still active; completing or stopping it may allow a new request. A monthly-limit message requires waiting for the reset or using an available account entitlement.

A disabled export can reflect the account plan. Check Pricing and the Usage and Limits guide before troubleshooting it as a download failure.

Send a useful support report

1. Include the run or workspace ID and the approximate time with your time zone.
2. Describe what you expected, what happened, and the last action before the failure.
3. Copy the visible error and identify the browser, file format, and relevant sheet or dataset.
4. Provide a minimal example with the same structure when possible. Remove credentials and unrelated sensitive data.
5. Email hello@gradiancebio.com. Include screenshots or output files only when they help demonstrate the issue.