-
Notifications
You must be signed in to change notification settings - Fork 0
Expand file tree
/
Copy pathUserSupport.html
More file actions
749 lines (601 loc) · 41.3 KB
/
Copy pathUserSupport.html
File metadata and controls
749 lines (601 loc) · 41.3 KB
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
475
476
477
478
479
480
481
482
483
484
485
486
487
488
489
490
491
492
493
494
495
496
497
498
499
500
501
502
503
504
505
506
507
508
509
510
511
512
513
514
515
516
517
518
519
520
521
522
523
524
525
526
527
528
529
530
531
532
533
534
535
536
537
538
539
540
541
542
543
544
545
546
547
548
549
550
551
552
553
554
555
556
557
558
559
560
561
562
563
564
565
566
567
568
569
570
571
572
573
574
575
576
577
578
579
580
581
582
583
584
585
586
587
588
589
590
591
592
593
594
595
596
597
598
599
600
601
602
603
604
605
606
607
608
609
610
611
612
613
614
615
616
617
618
619
620
621
622
623
624
625
626
627
628
629
630
631
632
633
634
635
636
637
638
639
640
641
642
643
644
645
646
647
648
649
650
651
652
653
654
655
656
657
658
659
660
661
662
663
664
665
666
667
668
669
670
671
672
673
674
675
676
677
678
679
680
681
682
683
684
685
686
687
688
689
690
691
692
693
694
695
696
697
698
699
700
701
702
703
704
705
706
707
708
709
710
711
712
713
714
715
716
717
718
719
720
721
722
723
724
725
726
727
728
729
730
731
732
733
734
735
736
737
738
739
740
741
742
743
744
745
746
747
748
749
<!DOCTYPE html>
<html lang="en" data-content_root="./" >
<head>
<meta charset="utf-8" />
<meta name="viewport" content="width=device-width, initial-scale=1.0" /><meta name="viewport" content="width=device-width, initial-scale=1" />
<title>User Support — MantidProject main documentation</title>
<script data-cfasync="false">
document.documentElement.dataset.mode = localStorage.getItem("mode") || "";
document.documentElement.dataset.theme = localStorage.getItem("theme") || "";
</script>
<!--
this give us a css class that will be invisible only if js is disabled
-->
<noscript>
<style>
.pst-js-only { display: none !important; }
</style>
</noscript>
<!-- Loaded before other Sphinx assets -->
<link href="_static/styles/theme.css?digest=a95f357e85573c9b56d5" rel="stylesheet" />
<link href="_static/styles/pydata-sphinx-theme.css?digest=a95f357e85573c9b56d5" rel="stylesheet" />
<link rel="stylesheet" type="text/css" href="_static/pygments.css?v=03e43079" />
<link rel="stylesheet" type="text/css" href="_static/css/style.css?v=562d7d41" />
<!-- So that users can add custom icons -->
<script defer src="_static/scripts/fontawesome.js?digest=a95f357e85573c9b56d5"></script>
<!-- Pre-loaded scripts that we'll load fully later -->
<link rel="preload" as="script" href="_static/scripts/bootstrap.js?digest=a95f357e85573c9b56d5" />
<link rel="preload" as="script" href="_static/scripts/pydata-sphinx-theme.js?digest=a95f357e85573c9b56d5" />
<script src="_static/documentation_options.js?v=a8da1a53"></script>
<script src="_static/doctools.js?v=fd6eb6e6"></script>
<script src="_static/sphinx_highlight.js?v=6ffebe34"></script>
<script>DOCUMENTATION_OPTIONS.pagename = 'UserSupport';</script>
<script>DOCUMENTATION_OPTIONS.search_as_you_type = false;</script>
<link rel="index" title="Index" href="genindex.html" />
<link rel="search" title="Search" href="search.html" />
<link rel="next" title="Mantid Git Config" href="GitConfig.html" />
<link rel="prev" title="Mantid Issue Tracking" href="IssueTracking.html" />
<meta name="viewport" content="width=device-width, initial-scale=1" />
<meta name="docsearch:language" content="en">
<link rel="icon" sizes="32x32" href="_static/images/favicon.ico">
</head>
<body data-default-mode="">
<div id="pst-skip-link" class="skip-link d-print-none"><a href="#main-content">Skip to main content</a></div>
<div id="pst-scroll-pixel-helper"></div>
<button type="button" class="btn rounded-pill" id="pst-back-to-top">
<i class="fa-solid fa-arrow-up"></i>Back to top</button>
<dialog id="pst-search-dialog">
<form class="bd-search d-flex align-items-center"
action="search.html"
method="get">
<i class="fa-solid fa-magnifying-glass"></i>
<input type="search"
class="form-control"
name="q"
placeholder="Search the docs ..."
aria-label="Search the docs ..."
autocomplete="off"
autocorrect="off"
autocapitalize="off"
spellcheck="false"/>
<span class="search-button__kbd-shortcut"><kbd class="kbd-shortcut__modifier">Ctrl</kbd>+<kbd>K</kbd></span>
</form>
</dialog>
<div class="pst-async-banner-revealer d-none">
<aside id="bd-header-version-warning" class="d-none d-print-none" aria-label="Version warning"></aside>
</div>
<header id="pst-header" class="bd-header navbar navbar-expand-lg bd-navbar d-print-none">
<div class="bd-header__inner bd-page-width">
<button class="pst-navbar-icon sidebar-toggle primary-toggle" aria-label="Site navigation">
<span class="fa-solid fa-bars"></span>
</button>
<div class="col-lg-3 navbar-header-items__start">
<div class="navbar-item">
<a class="navbar-brand logo" href="index.html">
<img src="_static/images/mantid_logo_light.png" class="logo__image only-light" alt="Logo image">
<img src="_static/images/mantid_logo_dark.png" class="logo__image only-dark" alt="Logo image">
</a></div>
</div>
<div class="col-lg-9 navbar-header-items">
<div class="me-auto navbar-header-items__center">
<div class="navbar-item"><ul id="navbar-main-elements" class="navbar-nav">
<li class="nav-item">
<a class="reference internal nav-link" href="https://download.mantidproject.org">Downloads</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://docs.mantidproject.org/nightly/tutorials/">Tutorials</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://docs.mantidproject.org">User Docs</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://developer.mantidproject.org">Develop</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://docs.mantidproject.org/release/">Release notes</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://www.mantidproject.org/contact">Contact Us</a>
</li>
</ul></div>
</div>
<div class="navbar-header-items__end">
<div class="navbar-item navbar-persistent--container">
<button class="btn search-button-field search-button__button pst-js-only" title="Search" aria-label="Search" data-bs-placement="bottom" data-bs-toggle="tooltip">
<i class="fa-solid fa-magnifying-glass"></i>
<span class="search-button__default-text">Search</span>
<span class="search-button__kbd-shortcut"><kbd class="kbd-shortcut__modifier">Ctrl</kbd>+<kbd class="kbd-shortcut__modifier">K</kbd></span>
</button>
</div>
<div class="navbar-item">
<div class="theme-switch-container dropdown pst-js-only" data-bs-toggle="tooltip" data-bs-placement="bottom" title="Color mode">
<button class="btn btn-sm nav-link pst-navbar-icon theme-switch-button dropdown-toggle" aria-label="Color mode" data-bs-toggle="dropdown">
<i class="theme-switch fa-solid fa-sun fa-lg fa-fw" data-mode="light" title="Light"></i>
<i class="theme-switch fa-solid fa-moon fa-lg fa-fw" data-mode="dark" title="Dark"></i>
<i class="theme-switch fa-solid fa-circle-half-stroke fa-lg fa-fw" data-mode="auto" title="System Settings"></i>
</button>
<ul class="dropdown-menu dropdown-menu-end">
<li><button class="dropdown-item d-flex align-items-center theme-change-button" data-mode="auto"><i class="fa-solid fa-circle-half-stroke fa-lg fa-fw me-1"></i>System Settings</button></li>
<li><button class="dropdown-item d-flex align-items-center theme-change-button" data-mode="light"><i class="fa-solid fa-sun fa-lg fa-fw me-1"></i>Light</button></li>
<li><button class="dropdown-item d-flex align-items-center theme-change-button" data-mode="dark"><i class="fa-solid fa-moon fa-lg fa-fw me-1"></i>Dark</button></li>
</ul>
</div></div>
<div class="navbar-item"><ul id="navbar-icon-links" class="navbar-nav" aria-label="Icon Links">
<li class="nav-item">
<a class="nav-link" href="https://github.com/mantidproject/mantid" rel="noopener" target="_blank" title="GitHub">
<span><i class="fab fa-github-square"></i></span>
<label class="sr-only">GitHub</label>
</a>
</li>
</ul></div>
</div>
</div>
<div class="navbar-persistent--mobile">
<button class="btn search-button-field search-button__button pst-js-only" title="Search" aria-label="Search" data-bs-placement="bottom" data-bs-toggle="tooltip">
<i class="fa-solid fa-magnifying-glass"></i>
<span class="search-button__default-text">Search</span>
<span class="search-button__kbd-shortcut"><kbd class="kbd-shortcut__modifier">Ctrl</kbd>+<kbd class="kbd-shortcut__modifier">K</kbd></span>
</button>
</div>
<button class="pst-navbar-icon sidebar-toggle secondary-toggle" aria-label="On this page">
<span class="fa-solid fa-outdent"></span>
</button>
</div>
</header>
<div class="bd-container">
<div class="bd-container__inner bd-page-width">
<dialog id="pst-primary-sidebar-modal"></dialog>
<div id="pst-primary-sidebar" class="bd-sidebar-primary bd-sidebar">
<div class="sidebar-header-items sidebar-primary__section">
<div class="sidebar-header-items__center">
<div class="navbar-item"><ul id="navbar-main-elements" class="navbar-nav">
<li class="nav-item">
<a class="reference internal nav-link" href="https://download.mantidproject.org">Downloads</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://docs.mantidproject.org/nightly/tutorials/">Tutorials</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://docs.mantidproject.org">User Docs</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://developer.mantidproject.org">Develop</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://docs.mantidproject.org/release/">Release notes</a>
</li>
<li class="nav-item">
<a class="reference internal nav-link" href="https://www.mantidproject.org/contact">Contact Us</a>
</li>
</ul></div>
</div>
<div class="sidebar-header-items__end">
<div class="navbar-item">
<div class="theme-switch-container dropdown pst-js-only" data-bs-toggle="tooltip" data-bs-placement="bottom" title="Color mode">
<button class="btn btn-sm nav-link pst-navbar-icon theme-switch-button dropdown-toggle" aria-label="Color mode" data-bs-toggle="dropdown">
<i class="theme-switch fa-solid fa-sun fa-lg fa-fw" data-mode="light" title="Light"></i>
<i class="theme-switch fa-solid fa-moon fa-lg fa-fw" data-mode="dark" title="Dark"></i>
<i class="theme-switch fa-solid fa-circle-half-stroke fa-lg fa-fw" data-mode="auto" title="System Settings"></i>
</button>
<ul class="dropdown-menu dropdown-menu-end">
<li><button class="dropdown-item d-flex align-items-center theme-change-button" data-mode="auto"><i class="fa-solid fa-circle-half-stroke fa-lg fa-fw me-1"></i>System Settings</button></li>
<li><button class="dropdown-item d-flex align-items-center theme-change-button" data-mode="light"><i class="fa-solid fa-sun fa-lg fa-fw me-1"></i>Light</button></li>
<li><button class="dropdown-item d-flex align-items-center theme-change-button" data-mode="dark"><i class="fa-solid fa-moon fa-lg fa-fw me-1"></i>Dark</button></li>
</ul>
</div></div>
<div class="navbar-item"><ul id="navbar-icon-links" class="navbar-nav" aria-label="Icon Links">
<li class="nav-item">
<a class="nav-link" href="https://github.com/mantidproject/mantid" rel="noopener" target="_blank" title="GitHub">
<span><i class="fab fa-github-square"></i></span>
<label class="sr-only">GitHub</label>
</a>
</li>
</ul></div>
</div>
</div>
<div class="sidebar-primary-items__start sidebar-primary__section">
<div class="sidebar-primary-item pst-sidebar-collapse"><button id="pst-collapse-sidebar-button" aria-expanded="true" aria-controls="pst-primary-sidebar"><svg class="pst-icon svg-inline--fa" role="img" aria-hidden="true" focusable="false" viewBox="0 0 16 16" xmlns="http://www.w3.org/2000/svg">
<path fill="currentColor" d="M3 15.5C2.36232 15.5 1.74874 15.2564 1.28478 14.8189C0.820828 14.3815 0.541576 13.7832 0.504167 13.1467L0.5 13L0.5 3C0.499965 2.36232 0.743605 1.74874 1.18107 1.28478C1.61854 0.820828 2.21676 0.541576 2.85333 0.504167L3 0.5L13 0.5C13.6377 0.499965 14.2513 0.743605 14.7152 1.18107C15.1792 1.61854 15.4584 2.21676 15.4958 2.85333L15.5 3L15.5 13C15.5 13.6377 15.2564 14.2513 14.8189 14.7152C14.3815 15.1792 13.7832 15.4584 13.1467 15.4958L13 15.5L3 15.5ZM3 13.8333L10.5 13.8333L10.5 2.16667L3 2.16667C2.79589 2.16669 2.59889 2.24163 2.44636 2.37726C2.29383 2.5129 2.19638 2.69979 2.1725 2.9025L2.16667 3L2.16667 13C2.16669 13.2041 2.24163 13.4011 2.37726 13.5536C2.5129 13.7062 2.69979 13.8036 2.9025 13.8275L3 13.8333ZM6.65583 10.325L6.5775 10.2558L4.91083 8.58917C4.76735 8.44567 4.68116 8.25476 4.66843 8.05223C4.65569 7.84971 4.71729 7.6495 4.84167 7.48917L4.91083 7.41083L6.5775 5.74417C6.72747 5.59471 6.9287 5.50794 7.14032 5.50148C7.35194 5.49502 7.55809 5.56935 7.7169 5.70937C7.8757 5.8494 7.97525 6.04463 7.99533 6.25539C8.01541 6.46616 7.95451 6.67667 7.825 6.84417L7.75583 6.9225L6.67917 8L7.75583 9.0775C7.89931 9.22099 7.98551 9.41191 7.99824 9.61443C8.01097 9.81695 7.94938 10.0172 7.825 10.1775L7.75583 10.2558C7.61234 10.3993 7.42142 10.4855 7.2189 10.4982C7.01638 10.511 6.81617 10.4494 6.65583 10.325Z"/>
</svg>
<span class="pst-collapse-sidebar-label">Collapse Sidebar</span>
<span class="pst-expand-sidebar-label">Expand Sidebar</span>
</button></div>
<div class="sidebar-primary-item">
<nav class="bd-docs-nav bd-links"
aria-label="Section Navigation">
<p class="bd-links__title" role="heading" aria-level="1">Section Navigation</p>
<div class="bd-toc-item navbar-nav"></div>
</nav></div>
</div>
<div class="sidebar-primary-items__end sidebar-primary__section">
<div class="sidebar-primary-item">
<div id="ethical-ad-placement"
class="flat"
data-ea-publisher="readthedocs"
data-ea-type="readthedocs-sidebar"
data-ea-manual="true">
</div></div>
</div>
</div>
<main id="main-content" class="bd-main" role="main">
<div class="bd-content">
<div class="bd-article-container">
<div class="bd-header-article d-print-none">
<div class="header-article-items header-article__inner">
<div class="header-article-items__start">
<div class="header-article-item">
<nav aria-label="Breadcrumb" class="d-print-none">
<ul class="bd-breadcrumbs">
<li class="breadcrumb-item breadcrumb-home">
<a href="index.html" class="nav-link" aria-label="Home">
<i class="fa-solid fa-home"></i>
</a>
</li>
<li class="breadcrumb-item active" aria-current="page"><span class="ellipsis">User Support</span></li>
</ul>
</nav>
</div>
</div>
</div>
</div>
<div id="searchbox"></div>
<article class="bd-article">
<section id="user-support">
<span id="usersupport"></span><h1>User Support<a class="headerlink" href="#user-support" title="Link to this heading">#</a></h1>
<section id="introduction">
<h2>Introduction<a class="headerlink" href="#introduction" title="Link to this heading">#</a></h2>
<p>As Mantid continues to facilitate cutting-edge scientific research, for an
increasing number of users, the support side of Mantid is growing more
and more important. This can be in many circumstances and through
different avenues; therefore, below is detailed our support procedures.</p>
<p>The main purpose of user support for the Mantid project, is to aide contact between the users and developers.</p>
<figure class="align-right" id="id1">
<a class="screenshot reference internal image-reference" href="_images/errorReporter.png"><img alt="Error reporter" class="screenshot" src="_images/errorReporter.png" style="width: 700px;" />
</a>
<figcaption>
<p><span class="caption-text"><em>Error reporter sends details directly to Mantid support</em></span><a class="headerlink" href="#id1" title="Link to this image">#</a></p>
</figcaption>
</figure>
</section>
<section id="bugs-and-error-reports">
<h2>Bugs and Error Reports<a class="headerlink" href="#bugs-and-error-reports" title="Link to this heading">#</a></h2>
<ol class="arabic simple">
<li><p>Users can report bugs via the <a class="reference external" href="https://github.com/mantidproject/mantid/discussions">GitHub discussion page</a>, the <a class="reference external" href="mailto:mantid-help%40mantidproject.org">Mantid Help Email</a>, or from collected <strong>Error Reports</strong>. Currently this is a quick first contact with the team, but doesn’t give much detail about the usage or unexpected error.</p></li>
<li><p>The bug is verified and reproduced by the support team.</p></li>
<li><p>The impact and importance are assessed by the support team member by contacting the users, instrument scientists, developers or project manager as appropriate.</p></li>
<li><p>A GitHub issue to resolve the problem is created if appropriate and/or workaround tested if possible.</p></li>
<li><p>The user is contacted to give a link to the created issue and/or workaround solution, by the support team.</p></li>
<li><p>When any issue is completed naming a user, that user is contacted to let them know it will be available in the nightly build and next release. The gatekeeper that merges the fix should message the appropriate developer, to remind them to contact the original reporter. This could simply be through adding a comment while merging that points this out.</p></li>
</ol>
</section>
<section id="troubleshooting">
<h2>Troubleshooting<a class="headerlink" href="#troubleshooting" title="Link to this heading">#</a></h2>
<p>This is a list designed to take a user through how to gain diagnostic information, particularly when Mantid (Workbench) fails to <strong>launch</strong>.</p>
<p>For performance profiling check out our <a class="reference external" href="http://developer.mantidproject.org/ToolsOverview.html#profiling">recommended tools</a>.</p>
<div class="line-block">
<div class="line"><br /></div>
</div>
<section id="windows">
<span id="trouble-windows"></span><h3>Windows<a class="headerlink" href="#windows" title="Link to this heading">#</a></h3>
<p>For a full release, <code class="docutils literal notranslate"><span class="pre">C:\MantidInstall\</span></code> is likely the correct install path. Take care to readjust this to <code class="docutils literal notranslate"><span class="pre">C:\MantidNightlyInstall\</span></code> if you are diagnosing a nightly version.</p>
<ol class="arabic">
<li><p>Does the <strong>splash screen</strong> appear? Can get a rough idea how far through launch it stops.</p></li>
<li><p>Does the <strong>error reporter</strong> appear? Is there a useful stacktrace? [If the errorreport won’t send, the user can check with “Show Details”]</p></li>
<li><p>Try launching from a command prompt:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>C:<span class="se">\M</span>antidInstall<span class="se">\b</span>in<span class="se">\M</span>antidWorkbench
</pre></div>
</div>
<p>If this does not work, try launching with:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>C:<span class="se">\M</span>antidInstall<span class="se">\b</span>in
<span class="nb">set</span><span class="w"> </span><span class="nv">QT_PLUGIN_PATH</span><span class="o">=</span>%CD%<span class="se">\.</span>.<span class="se">\p</span>lugins<span class="se">\q</span>t5
<span class="nb">set</span><span class="w"> </span><span class="nv">PYTHONPATH</span><span class="o">=</span>%CD%<span class="p">;</span>%PYTHONPATH%
python<span class="w"> </span>-m<span class="w"> </span>workbench.app.main
</pre></div>
</div>
</li>
<li><p>Does <strong>Qt</strong> import correctly? In a command prompt / terminal window, run the following:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>C:<span class="se">\M</span>antidInstall<span class="se">\b</span>in<span class="se">\p</span>ython.exe
import<span class="w"> </span>qtpy.QtCore
</pre></div>
</div>
</li>
<li><p>Do <strong>Mantid Algorithms</strong> import correctly?</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>C:<span class="se">\M</span>antidInstall<span class="se">\b</span>in<span class="se">\p</span>ython.exe
import<span class="w"> </span>mantid.simpleapi
</pre></div>
</div>
</li>
<li><p>Turn off <strong>Server Checks</strong>: Open <code class="docutils literal notranslate"><span class="pre">C:\MantidInstall\bin\Mantid.user.properties</span></code> in any texteditor, add each code line to the end of the file and try to open Workbench after each.</p>
<ol class="loweralpha simple">
<li><p>Instrument File : <code class="docutils literal notranslate"><span class="pre">UpdateInstrumentDefinitions.OnStartup</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Mantid Version : <code class="docutils literal notranslate"><span class="pre">CheckMantidVersion.OnStartup</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Usage Reporting: <code class="docutils literal notranslate"><span class="pre">usagereports.enabled</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Project Recovery: <code class="docutils literal notranslate"><span class="pre">projectRecovery.enabled=false</span></code></p></li>
</ol>
</li>
<li><p>Try renaming <strong>Config Files</strong>:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>%APPDATA%<span class="se">\m</span>antidproject
mv<span class="w"> </span>mantidproject.ini<span class="w"> </span>mantidproject.ini.backup
<span class="c1"># Try again to start workbench, if that doesn't work ...</span>
<span class="nb">cd</span><span class="w"> </span>%APPDATA%<span class="se">\m</span>antidproject
mv<span class="w"> </span>mantid<span class="w"> </span>mantidbackup
<span class="c1"># Try again to start workbench</span>
</pre></div>
</div>
</li>
</ol>
<p><strong>Advanced options:</strong></p>
<ol class="arabic" start="8">
<li><p>Check the PATH for conflicts with Mantid:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">echo</span><span class="w"> </span>%PATH%
</pre></div>
</div>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>C:<span class="se">\M</span>antidInstall<span class="se">\b</span>in<span class="se">\</span>
python<span class="w"> </span>-c<span class="w"> </span><span class="s2">"import sys; import os; import pprint; pprint.pprint(sys.path); pprint.pprint(os.environ)"</span>
</pre></div>
</div>
</li>
<li><p>Check for conflicts with <strong>numpy</strong>: <code class="docutils literal notranslate"><span class="pre">python</span> <span class="pre">-c</span> <span class="pre">"import</span> <span class="pre">numpy;</span> <span class="pre">print(numpy.__file__)"</span></code> Anything outside of <code class="docutils literal notranslate"><span class="pre">C:\MantidInstall</span></code> could be a problem.</p>
<p>If there is a local version of Numpy, Matplotlib, Scipy etc., prevent Mantid from looking there, by running: <code class="docutils literal notranslate"><span class="pre">set</span> <span class="pre">PYTHONNOUSERSITE=1</span></code></p>
</li>
<li><p>Try to open workbench. After it fails, open <strong>Event Viewer</strong> (just search in the Windows menu bar) and selected <code class="docutils literal notranslate"><span class="pre">Windows</span> <span class="pre">Logs->Application</span></code>. Double-click on the relevant error line/s and send the crash information to the dev team.</p></li>
<li><p><strong>Process Monitor</strong>: <a class="reference external" href="https://docs.microsoft.com/en-us/sysinternals/downloads/procmon">Download here</a>. Extract the ProcessMonitor.zip and run Procmon.exe (which requires admin credentials). Set up a configuration filter for <code class="docutils literal notranslate"><span class="pre">Process</span> <span class="pre">Name</span> <span class="pre">contains</span> <span class="pre">python</span></code>, click <code class="docutils literal notranslate"><span class="pre">ADD</span></code>, <code class="docutils literal notranslate"><span class="pre">APPLY</span></code>, <code class="docutils literal notranslate"><span class="pre">OK</span></code> and then launch Mantid Workbench, then back in Process Monitor select File>Save and save as a <code class="docutils literal notranslate"><span class="pre">LogFile.PML</span></code> file and send to the dev team.</p></li>
</ol>
<div class="line-block">
<div class="line"><br /></div>
</div>
</section>
<section id="linux">
<span id="trouble-linux"></span><h3>Linux<a class="headerlink" href="#linux" title="Link to this heading">#</a></h3>
<p>For a full release, <code class="docutils literal notranslate"><span class="pre">/opt/Mantid/</span></code> is likely the correct install path. Take care to readjust this to <code class="docutils literal notranslate"><span class="pre">/opt/mantidnightly/</span></code> if you are diagnosing a nightly version.</p>
<ol class="arabic">
<li><p>Does the <strong>splash screen</strong> appear? Can get a rough idea how far through launch it stops.</p></li>
<li><p>Does the <strong>error reporter</strong> appear? Is there a useful stacktrace? [If the errorreport won’t send, the user can check with “Show Details”]</p></li>
<li><p>Try launching from the terminal:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>/opt/Mantid/bin/mantidworkbench
</pre></div>
</div>
</li>
<li><p>Does <strong>Qt</strong> import correctly? In terminal, run the following:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>/opt/Mantid/bin/python3
import<span class="w"> </span>qtpy.QtCore
</pre></div>
</div>
</li>
<li><p>Do <strong>Mantid Algorithms</strong> import correctly?</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>/opt/Mantid/bin/python3
import<span class="w"> </span>mantid.simpleapi
</pre></div>
</div>
</li>
<li><p>Try renaming <strong>Config Files</strong>:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span><span class="nv">$HOME</span>/.config/mantidproject
mv<span class="w"> </span>mantidproject.ini<span class="w"> </span>mantidproject.ini.backup
<span class="c1"># Try again to start workbench, if that doesn't work ...</span>
<span class="nb">cd</span><span class="w"> </span><span class="nv">$HOME</span>
mv<span class="w"> </span>.mantid<span class="w"> </span>.mantidbackup
<span class="c1"># Try again to start workbench</span>
</pre></div>
</div>
</li>
<li><p>Turn off <strong>Server Checks</strong>: Open <code class="docutils literal notranslate"><span class="pre">$HOME/.mantid/Mantid.user.properties</span></code> in any texteditor, add each code line to the end of the file and try to open Workbench after each.</p>
<ol class="loweralpha simple">
<li><p>Instrument File : <code class="docutils literal notranslate"><span class="pre">UpdateInstrumentDefinitions.OnStartup</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Mantid Version : <code class="docutils literal notranslate"><span class="pre">CheckMantidVersion.OnStartup</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Usage Reporting: <code class="docutils literal notranslate"><span class="pre">usagereports.enabled</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Project Recovery: <code class="docutils literal notranslate"><span class="pre">projectRecovery.enabled=false</span></code></p></li>
</ol>
</li>
</ol>
<p><strong>Advanced Options:</strong></p>
<ol class="arabic" start="8">
<li><p>Check the PATH for conflicts with Mantid: e.g. Anything relating to <code class="docutils literal notranslate"><span class="pre">.local</span></code> could be a problem.</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">echo</span><span class="w"> </span><span class="nv">$PATH</span>
</pre></div>
</div>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>/opt/Mantid/bin/
python<span class="w"> </span>-c<span class="w"> </span><span class="s2">"import sys; import os; import pprint; pprint.pprint(sys.path); pprint.pprint(os.environ)"</span>
</pre></div>
</div>
</li>
<li><p>Check for conflicts with <strong>numpy</strong>: <code class="docutils literal notranslate"><span class="pre">python</span> <span class="pre">-c</span> <span class="pre">"import</span> <span class="pre">numpy;</span> <span class="pre">print(numpy.__file__)"</span></code> Anything relating to <code class="docutils literal notranslate"><span class="pre">.local</span></code> could be a problem.</p>
<p>If there is a local version of Numpy, Matplotlib, Scipy etc., prevent Mantid from looking there, by running: <code class="docutils literal notranslate"><span class="pre">export</span> <span class="pre">PYTHONNOUSERSITE=1</span></code></p>
</li>
<li><p>Check the terminal output for an error <code class="docutils literal notranslate"><span class="pre">Failed</span> <span class="pre">to</span> <span class="pre">create</span> <span class="pre">history</span> <span class="pre">session</span></code>.</p>
<p>This can happen if the sqlite database has not been unlocked, e.g. from a previous crashed session. To work around this, replace the original with a new copy. The warning should give the location of the database, e.g. <code class="docutils literal notranslate"><span class="pre">~/.ipython/profile_default/history.sqlite</span></code>. Ensure there are no Mantid sessions running, then make a copy of the database as follows (replace the path if it is different):</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>~/.ipython/profile_default/
mv<span class="w"> </span>history.sqlite<span class="w"> </span>history.sqlite.orig
cp<span class="w"> </span>history.sqlite.orig<span class="w"> </span>history.sqlite
</pre></div>
</div>
</li>
<li><p>Further diagnosis for process monitoring: <a class="reference external" href="https://strace.io/">strace</a>.</p></li>
<li><p>After a hard crash run: <code class="docutils literal notranslate"><span class="pre">dmesg</span> <span class="pre">|</span> <span class="pre">grep</span> <span class="pre">-i</span> <span class="pre">memory</span></code> and you may get an error log such as <code class="docutils literal notranslate"><span class="pre">“Out</span> <span class="pre">of</span> <span class="pre">memory:</span> <span class="pre">Killed</span> <span class="pre">process”…</span></code></p></li>
<li><p>To get a stacktrace from C++ follow these steps:</p>
<ul class="simple">
<li><p>Before opening MantidWorkbench, open a terminal and run <code class="docutils literal notranslate"><span class="pre">ulimit</span> <span class="pre">-c</span> <span class="pre">unlimited</span></code></p></li>
<li><p>Then in the same terminal, open MantidWorkbench with <code class="docutils literal notranslate"><span class="pre">/opt/mantidworkbench/bin/mantidworkbench</span></code> and use as normal.</p></li>
<li><p>If there is a crash, then you will find a <code class="docutils literal notranslate"><span class="pre">core.1234</span></code> (some number) file
in the current working directory of the terminal, which the user can send to us!</p></li>
<li><p>Run <code class="docutils literal notranslate"><span class="pre">gdb</span> <span class="pre">python3</span> <span class="pre">core.1234</span></code> to get the stacktrace from this coredump file.</p></li>
</ul>
</li>
</ol>
<div class="line-block">
<div class="line"><br /></div>
</div>
<section id="built-in-help-not-displaying">
<h4>Built-in Help Not Displaying<a class="headerlink" href="#built-in-help-not-displaying" title="Link to this heading">#</a></h4>
<p>It has been observed that the built-in help window can display empty content
under some circumstances.
If another package has created a directory in the path <code class="docutils literal notranslate"><span class="pre">$HOME/.local/share/mime</span></code>
along with a file <code class="docutils literal notranslate"><span class="pre">$HOME/.local/share/mime/packages/user-extension-html.xml</span></code>
then that package has registered that it will handle all <code class="docutils literal notranslate"><span class="pre">.html</span></code> files,
causing Mantid help to display a blank page.</p>
<p>The Mantid help can be restored by renaming the <code class="docutils literal notranslate"><span class="pre">mime</span></code> directory:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>mv<span class="w"> </span>~/.local/share/mime<span class="w"> </span>.local/share/mime.orig
</pre></div>
</div>
<p>It is unclear what might break in other applications but nothing as yet has
been observed.</p>
<div class="line-block">
<div class="line"><br /></div>
</div>
</section>
</section>
<section id="macos">
<span id="trouble-macos"></span><h3>MacOS<a class="headerlink" href="#macos" title="Link to this heading">#</a></h3>
<ol class="arabic">
<li><p>Does the <strong>splash screen</strong> appear? Can get a rough idea how far through launch it stops.</p></li>
<li><p>Does the <strong>error reporter</strong> appear? Is there a useful stacktrace? [If the errorreport won’t send, the user can check with “Show Details”]</p></li>
<li><p>Try launching from terminal, by running the following:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>open<span class="w"> </span>--stdout<span class="o">=</span>workbench_bundle.log<span class="w"> </span>--stderr<span class="o">=</span>workbench_bundle.log<span class="w"> </span>/Applications/MantidWorkbench.app
</pre></div>
</div>
<p>If this does not work, try launching with:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>/Applications/MantidWorkbench.app/Contents/MacOS
../Resources/bin/python<span class="w"> </span>-m<span class="w"> </span>workbench.app.main
</pre></div>
</div>
</li>
<li><p>Does <strong>Qt</strong> import correctly?</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>/Applications/MantidWorkbench.app/Contents/Resources/bin/python
import<span class="w"> </span>qtpy.QtCore
</pre></div>
</div>
</li>
<li><p>Do <strong>Mantid Algorithms</strong> import correctly?</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span>/Applications/MantidWorkbench.app/Contents/Resources/bin/python
import<span class="w"> </span>mantid.simpleapi
</pre></div>
</div>
</li>
<li><p>Turn off <strong>Server Checks</strong>: Open <code class="docutils literal notranslate"><span class="pre">$HOME/.mantid/Mantid.user.properties</span></code> in any texteditor, add each code line to the end of the file and try to open Workbench after each.</p>
<ol class="loweralpha simple">
<li><p>Instrument File : <code class="docutils literal notranslate"><span class="pre">UpdateInstrumentDefinitions.OnStartup</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Mantid Version : <code class="docutils literal notranslate"><span class="pre">CheckMantidVersion.OnStartup</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Usage Reporting: <code class="docutils literal notranslate"><span class="pre">usagereports.enabled</span> <span class="pre">=</span> <span class="pre">0</span></code></p></li>
<li><p>Project Recovery: <code class="docutils literal notranslate"><span class="pre">projectRecovery.enabled=false</span></code></p></li>
</ol>
</li>
<li><p>Try renaming <strong>Config files</strong>:</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span><span class="nv">$HOME</span>/.config/mantidproject
mv<span class="w"> </span>mantidproject.ini<span class="w"> </span>mantidproject.ini.backup
<span class="c1"># Try again to start workbench, if that doesn't work ...</span>
<span class="nb">cd</span><span class="w"> </span>~
mv<span class="w"> </span>.mantid<span class="w"> </span>.mantidbackup
<span class="c1"># Try again to start workbench</span>
</pre></div>
</div>
</li>
</ol>
<p><strong>Advanced Options:</strong></p>
<ol class="arabic" start="8">
<li><p>Check the PATH for conflicts with Mantid: e.g. Anything relating to <code class="docutils literal notranslate"><span class="pre">.local</span></code> could be a problem.</p>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">echo</span><span class="w"> </span><span class="nv">$PATH</span>
</pre></div>
</div>
<div class="highlight-shell notranslate"><div class="highlight"><pre><span></span><span class="nb">cd</span><span class="w"> </span>/Applications/MantidWorkbench.app/Contents/Resources/bin/
python<span class="w"> </span>-c<span class="w"> </span><span class="s2">"import sys; import os; import pprint; pprint.pprint(sys.path); pprint.pprint(os.environ)"</span>
</pre></div>
</div>
</li>
<li><p>Check for conflicts with <strong>numpy</strong>: <code class="docutils literal notranslate"><span class="pre">python</span> <span class="pre">-c</span> <span class="pre">"import</span> <span class="pre">numpy;</span> <span class="pre">print(numpy.__file__)"</span></code> Anything relating to <code class="docutils literal notranslate"><span class="pre">.local</span></code> could be a problem.</p>
<p>If there is a local version of Numpy, Matplotlib, Scipy etc., prevent Mantid from looking there, by running: <code class="docutils literal notranslate"><span class="pre">export</span> <span class="pre">PYTHONNOUSERSITE=1</span></code></p>
</li>
<li><p>Further diagnosis for process monitoring: <a class="reference external" href="http://dtrace.org/">dtrace</a>.</p></li>
</ol>
</section>
</section>
</section>
</article>
<footer class="prev-next-footer d-print-none">
<div class="prev-next-area">
<a class="left-prev"
href="IssueTracking.html"
title="previous page">
<i class="fa-solid fa-angle-left"></i>
<div class="prev-next-info">
<p class="prev-next-subtitle">previous</p>
<p class="prev-next-title">Mantid Issue Tracking</p>
</div>
</a>
<a class="right-next"
href="GitConfig.html"
title="next page">
<div class="prev-next-info">
<p class="prev-next-subtitle">next</p>
<p class="prev-next-title">Mantid Git Config</p>
</div>
<i class="fa-solid fa-angle-right"></i>
</a>
</div>
</footer>
</div>
<dialog id="pst-secondary-sidebar-modal"></dialog>
<div id="pst-secondary-sidebar" class="bd-sidebar-secondary bd-toc"><div class="sidebar-secondary-items sidebar-secondary__inner">
<div class="sidebar-secondary-item">
<div
id="pst-page-navigation-heading-2"
class="page-toc tocsection onthispage">
<i class="fa-solid fa-list"></i> On this page
</div>
<nav id="pst-page-toc-nav" class="page-toc" aria-labelledby="pst-page-navigation-heading-2">
<ul class="pst-show_toc_level nav section-nav flex-column">
<li class="toc-h2 nav-item toc-entry"><a class="reference internal nav-link" href="#introduction">Introduction</a></li>
<li class="toc-h2 nav-item toc-entry"><a class="reference internal nav-link" href="#bugs-and-error-reports">Bugs and Error Reports</a></li>
<li class="toc-h2 nav-item toc-entry"><a class="reference internal nav-link" href="#troubleshooting">Troubleshooting</a><ul class="nav section-nav flex-column">
<li class="toc-h3 nav-item toc-entry"><a class="reference internal nav-link" href="#windows">Windows</a></li>
<li class="toc-h3 nav-item toc-entry"><a class="reference internal nav-link" href="#linux">Linux</a><ul class="nav section-nav flex-column">
<li class="toc-h4 nav-item toc-entry"><a class="reference internal nav-link" href="#built-in-help-not-displaying">Built-in Help Not Displaying</a></li>
</ul>
</li>
<li class="toc-h3 nav-item toc-entry"><a class="reference internal nav-link" href="#macos">MacOS</a></li>
</ul>
</li>
</ul>
</nav></div>
<div class="sidebar-secondary-item">
<div class="tocsection sourcelink">
<a href="_sources/UserSupport.rst.txt">
<i class="fa-solid fa-file-lines"></i> Show Source
</a>
</div>
</div>
</div></div>
</div>
<footer class="bd-footer-content">
</footer>
</main>
</div>
</div>
<!-- Scripts loaded after <body> so the DOM is not blocked -->
<script defer src="_static/scripts/bootstrap.js?digest=a95f357e85573c9b56d5"></script>
<script defer src="_static/scripts/pydata-sphinx-theme.js?digest=a95f357e85573c9b56d5"></script>
<footer class="bd-footer">
<div class="bd-footer__inner bd-page-width">
<div class="footer-items__start">
<div class="footer-item">
<p class="copyright">
© Copyright 2007-2026, Mantid.
<br/>
</p>
</div>
<div class="footer-item">
<p class="sphinx-version">
Created using <a href="https://www.sphinx-doc.org/">Sphinx</a> 9.1.0.
<br/>
</p>
</div>
</div>
<div class="footer-items__end">
<div class="footer-item">
<p class="theme-version">
<!-- # L10n: Setting the PST URL as an argument as this does not need to be localized -->
Built with the <a href="https://pydata-sphinx-theme.readthedocs.io/en/stable/index.html">PyData Sphinx Theme</a> 0.19.0.
</p></div>
</div>
</div>
</footer>
</body>
</html>