Need tenant-specific help? Prepare a safe support request.Do not submit sample, client, patient, credential, report, or other regulated data

FAQ

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Why does my tenant look different from a screenshot or guide?#

Clearline LIMS is configured around your lab's workflow, terminology, reports, roles, and integrations. Screenshots and examples are representative. If a control or label is missing, check your role and tenant setup, then open a Clearline Support ticket if the workflow should be available.

Can customers change configuration themselves?#

Use Users & Access to maintain ordinary users and approved group membership. Changes that affect reports, regulated wording, integrations, SSO, data migration, QC logic, or cross-tenant behavior are usually Clearline-managed.

Why can't I see a sample, worksheet, or report?#

Check filters, dates, status, department/work area, assigned user, client/project, and role permissions. If the item still does not appear, open a Clearline Support ticket with the sample ID or worksheet/report name and affected user.

What should I do if I entered a result incorrectly?#

Follow your lab's correction procedure. If the record is already reviewed, approved, reported, or locked, do not overwrite it informally. Use the tenant's correction process or contact your reviewer/Clearline Support.

Why is a report or COA not available?#

The sample may not be ready for reporting, required review may be incomplete, the selected template may not apply, your role may lack report permissions, or tenant configuration may be missing. See Reports and COA generation.

Can Clearline import instrument results?#

Clearline can support instrument result imports when an approved import mapping exists for the tenant and instrument output. Mapping, file format, sample matching, units, and rejected-row behavior are tenant-specific. See Instrument imports.

How do I get help?#

Open a Clearline Support ticket from Get support. Include the tenant, page URL, workflow step, sample/report/import identifiers when available, exact error text, and a screenshot with sensitive values redacted.