You’re working through a molecular modeling task when something interrupts your flow: perhaps SAMSON will not start, an extension is behaving unexpectedly, or you can’t remember where a feature’s settings are documented. The first challenge is often not solving the problem—it’s figuring out which kind of help to look for.
A useful shortcut is to sort the question into one of three categories: a recurring question, a symptom that needs troubleshooting, or a feature you want to understand. That small distinction can save you from browsing a broad guide when you only need one targeted answer.
First, identify what you need
- “Is this a common question?” Start with the FAQ. It is the recommended starting point for recurring questions about accounts, installation, updates, and extensions.
- “Something is going wrong—how do I address it?” Go to Troubleshooting. This is the symptom-based route when you need a practical fix path.
- “How does this feature work, or where is its detailed documentation?” Use References to find the relevant feature reference family.
For example, if you have a question about an extension, begin with the FAQ if it sounds like a recurring question. If the extension is producing a problem, choose Troubleshooting. If you are looking for the documented behavior of a particular extension-related feature, head to References. The subject may be the same; the purpose of your search determines the best destination.
Turn a vague problem into a useful search
Before opening a help page, write one sentence describing what you need. Try to state either the question, the symptom, or the feature—not all three at once. “Where can I find the reference for this feature?” points toward References. “I’m seeing a platform problem and need a fix path” points toward Troubleshooting. “I have a recurring installation or update question” points toward the FAQ.
This is especially helpful when a problem occurs in the middle of a modeling session. It separates the immediate support need from the scientific task you were trying to complete. You do not need to explore every section of the documentation before choosing a starting point.
Follow the shortest relevant route
The recommended reading order is FAQ, then Troubleshooting, then References—but it is a guide, not a requirement to read every page. Begin with the FAQ when you are unsure whether your question is a common one. Skip directly to Troubleshooting if you already have a clear, symptom-based problem. Go straight to References when you know the feature area and need its detailed documentation.
In other words, use the broadest starting point only when it helps. If your goal is a quick answer or fix, you can leave the reference hub for later. If you already know that you need a feature reference, there is no need to detour through troubleshooting. Choosing the right page is not about following a fixed sequence; it is about matching the page to the job.
When your question is about the wider workflow
Some questions are adjacent to technical support but belong elsewhere. For installation, first-use orientation, and onboarding follow-up, continue to Start here. For SAMSON Connect, permissions, groups, and shared documents or jobs, use Share and collaborate. For scripting, extensions, and developer-facing workflows, visit Automate and extend.
A quick recap: common recurring question → FAQ; a problem described by its symptoms → Troubleshooting; details about a known feature area → References. That simple triage can make the next step clearer and help you get back to the molecular modeling work that brought you to SAMSON.
For the overview and links to each help path, learn more in Reference and help.
Note: SAMSON and all SAMSON Extensions are free for non-commercial use. Get SAMSON.