troubleshooting/Troubleshooting.md

+# Trouble shooting
+
+First see the [omero](https://omero.research.uts.edu.au) webpage is functioning.  If you are unable to connect there is probably something wrong with the server.
+
+## OMERO.insight (desktop application)
+
+#### Connection times out
+* Make sure you're connected to the UTS network.  I you are working externally then connect using a  [VPN](https://uts.service-now.com/serviceconnect/?id=kb_article&sys_id=85dd08776fc2f100089be4021c3ee48f).
+
+#### I keep being told my username / password is wrong:
+* [Is the version of OMERO.insight the same as the sever?](./client_version)
+* [Has the application completed it's startup process?](./startup_process)
+* [Did you just change between two servers?](./server_change)
+ 
+#### I don't see any changes after I ran a script 
+* Try the refresh with the button.
+* Look at the notification from the script.  Is there a green icon?  Open the output from the script, there may be something useful there.
+
+#### Network down
+The OMERO.insight client doesn't handle changes in your network [connection](./media/connection_lost.png) well. This may occur when moving between WiFi network areas or disconnecting from the ethernet. 
+
+**Solution:** close and reconnect.  Avoid moving between networks with the client open. 
+
+
+## OMERO.web
+* Check that the URL is https:omero.research.uts.edu.au
+* Make sure you're connected to the UTS network.  I you are working externally then connect using a  [VPN](https://uts.service-now.com/serviceconnect/?id=kb_article&sys_id=85dd08776fc2f100089be4021c3ee48f).
+
+
+### Download times out
+* Gateway Time out. 504, [nginx time out](./media/nginx_timeout.png)
+* Zip64 error
+
+**Solution:** Use OMERO.insight for downloads.  Installed on the computer lab or request IT to install on your computer.
+
+
+### Random crashes
+[Data Retrieval](./media/comm_error.png)
+Maybe due to timeout on requests from the server to the database.
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