Here, you will find answers to a variety of questions, ranging from general inquiries to more technical questions.

Is arivis Cloud for academic customers only?

Absolutely not! Our platform is not only for academic customers. At arivis Cloud, we aim to provide solutions for users from both academia and industry. We value both scientific advancement and industrial progress and strive to create a platform that benefits both. Our solutions are tailored to meet the needs of a wide range of users, from researchers in academia to professionals in the industry. We also care about students and strive to make our platform accessible to them.

Is the platform available to ZEISS customers only?

Absolutely not! While ZEISS customers can benefit a lot from aligning with our product, our platform is designed to bring together a vibrant community of microscopists and image analysts from all backgrounds, regardless of whether they're ZEISS customers or not. We welcome everyone who's interested in making discoveries and advancing the field of microscopy and image analysis. Our platform's architecture and technology can handle various types of data, including microscopy and non-microscopy imagery. We hope you'll join us on this exciting journey!

I have a question [workflow, technical, scientific, etc.] that I would like to discuss. Whom should I ask?

If you have a question and want to reach out to our experts, feel free to send an email to our support team. However, please note that technical support for workflows and modules is no longer available.

How do I contact the support team?

You can email our support team, and we will get back to you as soon as possible. If your question is related to other ZEISS products, we recommend that you contact the ZEISS support team for assistance. You can find their contact information on the ZEISS website.

I forgot my password/username. What can I do?

If you have forgotten your password, you can reset it through the ZEISS self-service portal. Simply go to the login page and click on the Forgot Password link located at the bottom of the login option. This will take you to the password reset page, where you will be prompted to enter your email address. Follow the instructions provided to reset your password and regain access to your account.

I have login issues! Help anyone?

If you're having trouble logging into your account, here are a few steps you can follow:

1. Check if the caps lock key on your keyboard is activated when you don't need it, as this can cause login failures.
2. Make sure the keyboard layout and system language on your computer match the language you used when creating your account. This can affect the characters that you type and prevent successful login attempts.
3. If you're still having issues logging in, try visiting the ZEISS self-service portal and attempting to log in there. If you're unable to log in there as well, please contact general ZEISS support for further assistance.
4. Once you successfully log in to the customer self-service portal, navigate to the My Applications section, find the arivis Cloud field, click the three dots in the upper right corner, and select Contact. This will open a contact form in which you can explain your issue and send it directly to our support team. We will process your request and contact you as soon as possible to help resolve the issue.

My account was suspended. What to do?

Log in to the ZEISS self-service portal, navigate to the My Applications section, find the arivis Cloud field, click the three dots in the upper right corner, and select Contact. This will open a contact form in which you can explain your issue and send it directly to our support team. We will process your request and contact you as soon as possible to help resolve the issue.

Whom to contact for copyright and/or legal questions?

If you have questions about legal issues, copyright, or our terms and conditions, we encourage you to review the terms and conditions document which can be found here. The document contains important information about the terms and conditions that govern the use of our platform and services. If you have read the terms and conditions document and still have questions or concerns, please don't hesitate to contact our support team. We're here to help and are happy to answer any questions you may have.

Do you offer any user training?

We provide resources and assistance to help you learn how to use our platform effectively. For first-time users, we recommend checking out our knowledge base, which provides detailed information about our platform's features and how to use them. In addition, we offer tutorials that can be found on the main page once you are logged into your account, as well as video tutorials on our YouTube channel and our blog.
If you have reviewed these resources and still need further assistance, please don't hesitate to contact us. Depending on your needs, we may be able to provide additional training or assistance to help you get the most out of our platform. Simply write us to learn if there is any type of training or assistance available.

Which file types are supported?

You can upload and use various file types. However, we recommend you use the .czi format, which would allow you to benefit from optimal compatibility and performance. .ome.tif, .ome.tiff, .png, .jpg, and .jpeg, are among other common formats that could be used in the platform.

The following is a list of file types that can potentially be uploaded and used in the platform:

My question is not listed here. What should I do?

If you have a question that is not listed on our FAQ page, don't worry! We are here to help. You can email us, and we will get back to you as soon as possible.
If your question is related to other ZEISS products, we recommend that you contact the ZEISS support team for assistance. You can find their contact information on the ZEISS website.