Technical Support

If you experience issues uploading your DNA file, try these troubleshooting steps:

Common Solutions:

1. Check File Format:
   • Ensure it's a valid RAW DNA file (TXT or ZIP)
   • Verify it's downloaded directly from your testing company
   • Make sure the file hasn't been edited or modified
2. Check File Size:
   • Typical range: 5MB - 50MB
   • Very large files might time out
   • For files over 100MB, use appropriate conversion service
3. Browser Issues:
   • Try a different web browser (Chrome, Firefox, Edge)
   • Clear browser cache and cookies
   • Disable browser extensions temporarily
   • Ensure JavaScript is enabled
4. Connection Problems:
   • Check your internet connection stability
   • Try uploading during off-peak hours
   • Avoid uploading on slow/unstable connections
5. File Corruption:
   • Re-download the file from your testing company
   • Verify the file opens correctly in a text editor
   • Check if the ZIP file extracts properly

Still Having Issues?

If the problem persists:

• Take a screenshot of any error messages
• Note your file size and testing company
• Contact our support team with these details
• Try uploading from a different device

Our support team typically responds within 24 hours and can help diagnose upload issues.

View Full Page