If you're experiencing issues or have questions while using Ecoscope:
- First, check the FAQ for answers to common questions.
- For assistance with failed workflows, visit our Known Errors and Solutions.
If you still need help, reach out to the EarthRanger Support team at support@earthranger.com.
- When contacting us, please include:
- A clear description of the issue
- Any screenshots or error messages
- The workflow metadata — this helps us see the full configuration used during the run and pinpoint the error more quickly
- General feedback or suggestions (optional)
How to Copy and Share Metadata
If your workflow failed, you can include its metadata to help us troubleshoot more efficiently:
- Go to My Workflows and locate the workflow marked as
Failed. - Click the options menu (⋮) next to the workflow name and select View Metadata.
- In the metadata panel, select all the text (Ctrl/Cmd + A), then copy it (Ctrl/Cmd + C).
- Paste this information (Ctrl/Cmd + V) into your support email.
The metadata includes key diagnostic information such as:
- The specific error message (e.g., timeout or configuration error)
- The name and version of the workflow template
- Connected data sources and configuration parameters
Providing this information helps the Support Team quickly identify the root cause and suggest an accurate solution.