Support
Use this page when you need help with setup, import, export, validation, Pro access, or troubleshooting in RayCrest MDS.
Before you contact support
- Include the app version or build number if it is visible.
- Include your macOS version.
- Describe what you were trying to do.
- Say what you expected and what happened instead.
- Include the exact error text or a screenshot when possible.
Contact support
- Email:
support@raycrestmds.com - Support is handled directly by email rather than a ticket portal.
- We usually reply within a few business days.
- If you need download, App Store, or Pro access help instead of troubleshooting help, use Pricing.
Support context
Capture the screen you were on when you ran into trouble so support can reproduce the issue faster.
Common questions
What can I import?
Current sequence workflows support GenBank, FASTA, and SnapGene .dna.
Can I export SnapGene .dna?
No. Export GenBank or FASTA instead.
Which sequencing files are supported?
Sanger .ab1 / .abi traces and FASTQ inputs are supported in RayCrest MDS.
Can I mix Sanger and FASTQ in one import batch?
No. Import one sequencing modality at a time.
Can I import native Geneious or protein-only files?
Not directly in the standard DNA import flow. Re-export those records as GenBank or FASTA first, or use the dedicated coding-sequence workflow when you start from protein input.