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Frequently asked questions

Nanuq
  1. I have lost my Nanuq User name or Password. What should I do?
  2. When I try to access Nanuq, I get a message to the effect that the connection I am trying to establish poses security problems. Why so and what should I do?
  3. Nanuq does not connect. What should I do?
  4. I would like to have access to Nanuq. Who should I contact?
  5. What is Nanuq?
  6. I have requested data through Nanuq and I never received an e-mail stating that the data was ready to be downloaded. What is the problem?
  7. Nanuq does not work properly. What should I do?
  8. I am not able to submit the Request form for sequencing. How can I send it to you?
  9. I cannot download my genotyping report with the link I have received by e-mail. What is happening?
  10. I have made a request for hybridization results, for which I have received an email stating that the data is available on Nanuq. However, I cannot see them. What is happening?
  11. Following a Nanuq access request, I have received an e-mail with my User name and Password. But I cannot connect because Nanuq does not recognize me. What is happening?
  12. I cannot submit the Excel spreadsheet for my sequencing samples. What is the problem?
  13. I sent the request to Nanuq, and I have not heard anything. What is happening?
Answers - Questions related to Nanuq
Nanuq
  1. I have lost my Nanuq User name or Password. What should I do?

    On the Nanuq Home Page, click on the link "Lost password", and write the e-mail address associated with your account

  2. When I try to access Nanuq, I get a message to the effect that the connection I am trying to establish poses security problems. Why so and what should I do?

    This message is normal. Indeed, even if Nanuq used a secure connection (https not http), we do not have a certificate produced by a recognized authority (e.g. VeriSign), which is the cause of this warning. Simply accept the connection and, eventually, add the Nanuq site to the list of authorized sites in your favorite browser.

  3. Nanuq does not connect. What should I do?

    First, verify if your internet connection is working. If so, contact Nanuq Technical Support by e-mail or at 514-398-3311 #00173. Give as much information as possible (e.g. the symptoms: white page, error message, no response; the content of the error message if there is one, which browser you are using, etc).

  4. I would like to have access to Nanuq. Who should I contact?

    You should discuss this directly with the service with which you are conducting projects. The coordinates of each of these services are available on the contact page.

  5. What is Nanuq?

    Nanuq is the web portal by which you can access the data produced in the course of your projects at the McGill University and Génome Québec Innovation Centre. Consult the following link for a more detailed description of Nanuq.

  6. I have requested data through Nanuq and I never received an e-mail stating that the data was ready to be downloaded. What is the problem?

    There are several potential causes for this problem.

    1. The e-mail is sent to the e-mail address associated with the Nanuq account used to make the request. Make sure to look at this e-mail address. To verify which address is on the account, click on the link "My profile" on the Nanuq Home Page.
    2. The e-mail was indeed sent, but was intercepted by your e-mail server. Look into your junk mail, in the deleted items or elsewhere. If you find it, add the sender to the list of approved senders to avoid this problem in the future.
    3. There was a problem on the side of Nanuq. Contact Nanuq Technical Support.
  7. Nanuq does not work properly. What should I do?

    Contact Nanuq Technical Support by e-mail or at 514-398-3311 #00173. Give as much information as possible, (e.g. the symptoms: white page, error message, no response; the content of the error message if there is one, which browser you are using, etc).

  8. I am not able to submit the Request form for sequencing. How can I send it to you?

    Send it by e-mail directly to the Client Management Office.

  9. I cannot download my genotyping report with the link I have received by e-mail. What is happening?

    There are several possible causes, but the most probable one is the following. The report has already been downloaded a first time. In this case, it is unfortunately not available anymore and one has to request it again. If this is not the case, contact Nanuq Technical Support by e-mail or at 514-398-3311 #00173. Give as much information as possible (e.g. the symptoms: white page, error message, no response; the content of the error message if there is one, which browser you are using, etc).

  10. I have made a request for hybridization results, for which I have received an email stating that the data is available on Nanuq. However, I cannot see them. What is happening?

    There are several possible causes, but the most probable one is the following. Data is kept and made available for 7 days. After this, it will unfortunately not be available anymore and one has to request it again. If this is not the case, contact Nanuq Technical Support by e-mail or at 514-398-3311 #00173. Give as much information as possible (e.g. the symptoms: white page, error message, no response; the content of the error message if there is one, which browser you are using, etc).

  11. Following a Nanuq access request, I have received an e-mail with my User name and Password. But I cannot connect because Nanuq does not recognize me. What is happening?

    There are several possible causes, but the most probable one is the following. A typographical error might have been made when entering the user name and/or password. For example, there is confusion between I (capital I), l (small L) and 1 (number 1). If you have used cut-and-paste, make sure not to have included spaces at the beginning or the end. If the problem remains, click on the link "Lost password" to request a new password. If the problem remains, contact Nanuq Technical Support by e-mail or at 514-398-3311 #00173. Give as much information as possible (e.g. the symptoms: white page, error message, no response; the content of the error message if there is one, which browser you are using, etc).

  12. I cannot submit the Excel spreadsheet for my sequencing samples. What is the problem?

    There are several potential causes for this problem.

    1. Make sure you are using the correct version of the form. To ensure this, download it from Nanuq instead of using an old saved copy.
    2. Be careful with typographical errors, especially when you are using cut-paste-modify.

    If the problem remains, contact Nanuq Technical Support by e-mail or at 514-398-3311 #00173. Give as much information as possible (e.g. the symptoms: white page, error message, no response; the content of the error message if there is one, which browser you are using, etc).

  13. I sent the request to Nanuq, and I have not heard anything. What is happening?

    Normally, you should receive an acknowledgment in the following minutes or hours from the time of your request. If this is not the case, re-submit your request. You can also call us at 514-398-3311 #00173.

    If you have received an acknowledgment, but have not received a response, you can follow up by clicking on ("Reply") to the previously received acknowledgment. You can also call us at 514-398-3311 #00173.