Support & Troubleshooting
Code Ocean offers many features to accommodate different workflows and we are happy to support you whenever you have issues running your capsule or answering the questions you may have. Since the application is built upon AWS, some of the issues are associated with the integration between Code Ocean App, AWS, or the 3rd parties (either packages or repo provider... etc). Here are the materials to provide and the guidelines when contacting support@codeocean.com.
Before contacting support, use keywords to search the User Guide to see if there is a solution provided.
Screenshots and/or Recording
You should provide screenshots or recordings whenever you submit a support email, so that we can fully understand the issue. It helps us to reproduce the issue internally and narrow down the possible cause of the issue.
Link to the Capsule
Depending on your company's policy, if there is a support engineer in your system, you can share the capsule with them and include the link to the capsule in the support email. Please check on Sharing Capsules if you are not sure how to share the capsule.
This allows our engineer to look into, or duplicate the capsule and understand the issue quickly.
Capsule and Data Asset ID
If the issue is related to the capsule or data asset, you can find the ID on the metadata page and provide them for our engineer to look into.
Logs of Failed Runs
These Logs can be useful if the run failed. Please navigate to How do I collect logs of failed runs, if you need assistance locating it.
Environment setup issue
If the run failed due to an issue while building the environment, an error message "Run environment setup failed" in your timeline displays. It comes with a buildLog where you can check the environment building steps and see what went wrong. If you need us to take a look at your environment building issue, you will have to attach the buildLog.
If you have this issue when executing the reproducible run, you will see the message and the buildLog in the timeline. You can click on the buildLog and check which steps went wrong in the viewer and make the correction/s. You can download and forward it to support.
If you have this issue while executing the cloud workstation, you will see this message. Click on Build to open the buildLog in the viewer. Right-click on Build and download if necessary.
The environment setup can fail due to a dependencies issue (missing packages, conflicted version ...). Those are not technically Code Ocean's issues and the solution can be found by googling the issue or on Stackoverflow. We encourage you to find and try the solution from those sources.
It's worth checking with your colleague/s if the issue originates from common packages that are not installed.
Support Bundle
The support bundle is a zip file that contains all the related AWS logs. It can be collected in the Support tab under the admin panel. It's meant for a system issue, for example, the server is down, a worker machine not functioning correctly, or a failed call with the API through the Code Ocean application integration.
For a simple use case issue, it is not necessary to contact your admin and ask for the support bundle to open/send a support ticket. We encourage you to loop your admin in the ticket you opened and we can request this from your admin if needed.
