Thank you for contacting us and for sharing the details. Apologies for the delayed response. For Fragment Analyzer queries and quicker turnaround time, please kindly post them on the Automated Electrophoresis Forum.
One reason the sample may not be visible is because the concentration of the sample may be outside the quantitative range of the kit. Unfortunately, from the screenshot shared, I am unable to determine which kit was used. Please kindly consider contacting your local support team and share the raw zipped data file. To generate this, open the data file in ProSize and go to Help>Zip Opened Data file. All the required raw data files will be saved in a zip file in the location of the original data. Send in this .zip file. Furthermore, please share sample details (sample type, what sample is diluted in and expected concentration and size).
Contact your local support here.