Support and Consultancy

SURF offers support to the Research Drive administrators of the institutes and users of the Research Drive Community edition.

Please carefully read the information on this page before submitting a support ticket. 

Pay attention:

If you are a Research Drive member or project folder owner and you experience an issue with Research Drive, you are required to contact the data stewards or IT helpdesk of your own institute. They might offer a solution to your problem. If not, they can send in a ticket to the service desk. We do not provide end user support.

Information needed for efficient support

Please make sure you submit the following information with your support request:

Basic information to submit with your support request

  1. What instance url are you using?
  2. What is your username?
  3. Describe step by step what you do, what is not working, and what error do you receive. Attach screenshots of the error when possible
  4. What is the date and time that the issue happened?
  5. Which browser (incl. version) do you use?
  6. Do you face the same issue if you use another browser?
  7. Do you face the issue in an incognito window?
  8. Does the issue persist after you make the browser cache empty?
  9. Does the problem occurs with one file? or systematically? If it is only with one file, can you let us know the name of the file?

Benodigde informatie bij het indienen van een ondersteuningsvraag

  1. Welke omgeving (url) gebruik je?
  2. Wat is je gebruikersnaam?
  3. Beschrijf stap voor stap wat je doet, en wat er dan niet werkt of welke foutmelding je krijgt. Voeg screenshots toe waar mogelijk .
  4. Wat is de datum en het tijdstip van het issue?
  5. Welke browser (incl. versie) gebruik je?
  6. Is het probleem ook zichtbaar in andere browsers?
  7. Heb je het problem als je het in een incognito window uitvoert?
  8. Bestaat het probleem ook nadat je de browser cache leegt?
  9. Gebeurt het alleen met een bestand, of systematisch? Als het alleen met een bestand voorkomt, kun je ons dan de naam van de bestand laten weten?

Submit support request

Support for an institutional instance

1. You are a researcher or regular user, consult your data steward at the library, research support or ICT department.

2. You are a data steward or administrator, please make a support ticket via Servicedesk portal.

This Servicedesk is manned during office hours (from 09:00 until 17:00).

Support for the community edition

Please make a support ticket via the SURF Servicedesk portal.

This Servicedesk is manned during office hours (from 09:00 until 17:00).

Additional info

NextCloud Manual

Research Drive is using the NextCloud software. NextCloud provides extensive online documentation on how to use it. You can find it at: NextCloud User Manual.

Supported browsers

For Research Drive, the Edge, Firefox, Chrome, Safari and Opera browsers are supported.

The Microsoft Internet Explorer browser is not supported by Research Drive.
If you are still using Internet Explorer and want to use Research Drive, you will need to use a different browser.


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