The "SnapGene Support" tool is a stand alone application that performs diagnostics and reports for analysis by our development team.
You may be asked by our support team to install and run this tool to help troubleshoot your issue.
Installation
Download the latest SnapGene Support executable as a disk image file via this link.
In macOS Finder, locate and open the disk image.
Double click the "SnapGene Support" icon to start the Support tool.
The application will take a few seconds to start up as it audits the SnapGene installation.
Speed/Permissions Issues (Optional)
If you have speed or permissions issues, particularly with network storage, then perform this optional step.
Once the main window appears, switch to the System tab.
Click the Benchmark File I/O button.
In the dialog that opens, navigate to the folder on your network/remote volume that contains your SnapGene files, then click Open Folder.The Snapgene Support tool will then perform read/write diagnostics in the selected folder.
Generate a Report for the Support Team
Click menu File → Save Report..., navigate to an appropriate location save the report, and click Select Folder.
Click File → Exit to quit the SnapGene Support tool.
In macOS Finder, navigate to the location of the saved report folder.
Open the folder, select the enclosed report.png and report.txt files. Attach the files to a reply to our support team.
