You’ll need to contact you admins again. This error means there is a Samtools dependency problem. They might need to uninstall/reinstall HISAT2 using the “manage dependencies” option. Also ask them to make sure they are running the latest version of Galaxy, including checking for point-updates since the original release (19.01). Installing the most current version of HISAT2 would also be important (2.1.0+galaxy4).
If those admins need help, they can reach the developers at this Gitter chat galaxyproject/dev - Gitter. In some cases, getting dependencies sorted out correctly takes a bit more effort. I see this kind of error reported across many different tools/platforms (from google search) and it seems to be linked to a laundry list of factors: OpenSSL, bioconda, conda, conda-forge, et cetera. The “fix” details are not specific for all but people are addressing it successfully. So, please start by getting Galaxy and the tool updated, see if that resolves the problems, and if not have them report it at Gitter for help. HISAT2 is working correctly on the public servers.

