Troubleshooting
Common problems and how to fix them. If a fix does not work, email support and we will look at the job with you.
| Problem | Fix |
|---|---|
| PDB validation failed or no atoms found |
The uploaded file is not a parseable structure or has no atom
records. Re-export a clean PDB or mmCIF from your viewer, make
sure it contains ATOM lines, and upload the structure rather
than a header-only or truncated file.
Still stuck? Contact support |
| Chain not found |
The chain ID you entered is not in the file. Open the structure
and check the exact chain labels, which are case sensitive, then
enter one that exists. If your file has a single unnamed chain,
rename it before upload.
Still stuck? Contact support |
| Job failed or pipeline error |
Check that the form accepted your inputs, then reduce the scale
and resubmit. If it still fails, the inputs are the likely
cause. Send us the job ID and we will check the logs.
Still stuck? Contact support |
| Job timed out |
The run exceeded its time budget, usually from an oversized
target. Trim the input to the relevant chains and resubmit.
A large design count is best run as a campaign, which fans the
request out across GPUs instead of one container.
Still stuck? Contact support |
| 3D viewer blank |
Reload the job page and let the viewer finish loading before you
interact with it. If it stays blank, try a different browser or
disable extensions that block WebGL, since the viewer needs
hardware acceleration.
Still stuck? Contact support |
| Wallet balance too low |
The estimated cost of the job is above your available balance.
Top up your wallet, the minimum top-up is $20, then resubmit.
You can also pick a smaller preset to lower the estimate.
Top up your wallet · Still stuck? Contact support |