> For the complete documentation index, see [llms.txt](https://knowledge.illumina.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledge.illumina.com/software/cloud-software/software-cloud-software-troubleshooting-list/000008955.md).

# Emedgene troubleshooting information request form

When reaching out to Illumina Technical Support for assistance with Emedgene (EMG), provide the following information for the most timely support for troubleshooting.

* Emedgene Case#: If multiple cases are affected, provide the list of affected cases.
* If user-specific issue, specify user email address for their Emedgene account.
* Overview of how the issue is occurring.
* Is the issue variant specific or case specific?
* If applicable, which type of variant is being discussed?
* If applicable, are there any specific filters being used?
* If a variant is missing, share the input VCF.
* Confirm if the input type has been run successfully prior, or if this a new type (eg, a new software to generate the VCF or a different version).
* Is this a reanalysis case? If yes, which edits were made from the original case?
* Was the case created via the API?
* Is it custom panel, Whole Exome Sequencing (WES), or Whole Genome Sequencing (WGS) samples?
* Any other information to add to assist with troubleshooting the case?

Providing the information above will make sure Technical Support is able to have most the relevant information to efficiently begin troubleshooting the issue.

**Note**: troubleshooting resources can be found via the [EMG help center support page](https://help.emedgene.com/).

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #8955), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000008955%20-%20Software%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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