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How to upload your data for a ProMass tech support case

If you encounter an issue when running ProMass, Novatia may ask you to upload your data so we can investigate the problem. You will want to gather all necessary files so that we can reproduce your problem and offer a solution. Combine the files listed below into a single zip archive and upload them to our tech support portal.

  • Raw data file (.raw file, Xcalibur or MassLynx)
  • ProMass parameter file (.params file)
  • PPL method which goes with ProMass parameter file (.method file, if applicable)
  • Processing method. On Xcalibur, this is the Xcalibur processing method file (.pmd). On MassLynx, this is the ProMassBridge parameter file (.olp, or mlp file).

After zipping all of these items into a single zip archive, access our tech_support portal and upload your files using the instructions shown below. Email us at to inform us that you have uploaded your files.

Username: tech_support
Password: ProMass

Enter the Username and Password to log in to the tech_support portal
Click the Add files… button at the upper left under User Options.
After adding your files and selecting them in the list, click the Upload button on the top tool bar. You can upload additional files with the Add files… button. Note: After dismissing the add files dialog box, you will not be able to see the files in the main file listing. However, you should get a message that your files were successfully uploaded.
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