ATOME: Matter FAQ

Inactive invitation link.

All invitation links are valid for only 48 hours after receiving them via e-mail. If you received your invite more than two days ago, please contact ATOME: Matter Service Support Desk. Please, remember to accept invite and sign in to ATOME: Matter until invitation link expires.

Browser is not supported.

Recommended browser for ATOME: Matter is Google Chrome (version Chrome.71 and higher). Please, install recommended browser and try again.

ATOME: Matter doesn’t display properly.

ATOME: Matter has the best performance with 100% screen resolution applied on your computer and 100% zoom in Google Chrome. Having different parameters can cause poor performance of the software.

Link to ATOME: Matter working environment is broken.

If link doesn’t open or shows any error, please be sure that you have a correct link. Contact ATOME: Matter Service Support Desk for getting a proper link to your working environment. If the link is right and ATOME: Matter still doesn’t load please clear all cache and restart your browser.

Access denied.

After signing in to ATOME: Matter you receive an error message “access denied”? Raise a ticket on our Service Support Desk and ask for assigning permissions. Please, mention an organisation, model and model version that you need to get an access to as well as kind of permissions.

Forgot your password?

Follow the steps in the password recovery procedure. You will receive an e-mail with all instructions in it.

Problems with application performance.

ATOME: Matter doesn’t work as it expected or you run into a bug/strange error? Please, raise a ticket on ATOME: Matter Service Support Desk, describe the problem and if possible, attach the link or make a screenshot. You will get a first response within the first 4 hours. Please, keep in mind that Service Desk working hours are from 8 AM to 5 PM from Monday to Friday.

ATOME: Matter is blocked by browser or any other system in your organisation.

Please, check network settings. Required parameters for ATOME: Matter are:

·        Minimum 8 GB RAM available (recommended 16 GB RAM)

·        Port 443 open

Contact your internal IT Support in case of any problems.