HPC/Support: Difference between revisions
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== Frequently Asked Questions == | |||
See '''[[HPC/FAQ | Frequently Asked Questions]]]''' for most answers. | |||
== Request Suppport == | |||
If your question is not answered by the [[HPC/FAQ|FAQ]], follow these sections. | |||
=== Sending a support request === | |||
Send mail to [mailto:[email protected] [email protected]]. | |||
* Choose an appropriate subject line. (Do not merely hit "Reply" on a previous unrelated message.) | |||
* Be as '''specific as possible''' – make sure your request includes the following: | |||
** The ''command'' you were trying to run or the menu item you chose. | |||
** The ''exact error message'' you get. Copy & Paste the message text, or take a screenshot and attach it to your mail. | |||
** For PBS jobs: The ''job number'' and the ''working directory'' of the job. | |||
* Review your '''subject line''' before you submit the message. | |||
=== Receiving support === | |||
When you get our support response: | |||
* Carefully read it. | |||
* Follow all instructions and answer all questions. | |||
* For account- and password-related issues: it may take several hours for changes to take effect. If your initial attempt fails, wait at least that long before retrying. | |||
=== Additional considerations === | |||
To help us diagnose a problem: | |||
* Read [http://www.chiark.greenend.org.uk/~sgtatham/bugs.html How to Report Bugs Effectively], by [http://www.chiark.greenend.org.uk/~sgtatham/ Simon Tatham], programmer.<!-- of [http://www.chiark.greenend.org.uk/~sgtatham/putty/ PuTTY] fame. --> | |||
* For deeper reading, consider [http://www.catb.org/~esr/faqs/smart-questions.html How To Ask Questions The Smart Way], by [http://en.wikipedia.org/wiki/Eric_S._Raymond Eric S. Raymond], open source pioneer. | |||
<!-- * Also, the [http://mywiki.wooledge.org/XyProblem X-Y Problem] (mostly for programming-related tasks). --> | |||
Revision as of 22:01, September 5, 2014
Frequently Asked Questions
See Frequently Asked Questions] for most answers.
Request Suppport
If your question is not answered by the FAQ, follow these sections.
Sending a support request
Send mail to [email protected].
- Choose an appropriate subject line. (Do not merely hit "Reply" on a previous unrelated message.)
- Be as specific as possible – make sure your request includes the following:
- The command you were trying to run or the menu item you chose.
- The exact error message you get. Copy & Paste the message text, or take a screenshot and attach it to your mail.
- For PBS jobs: The job number and the working directory of the job.
- Review your subject line before you submit the message.
Receiving support
When you get our support response:
- Carefully read it.
- Follow all instructions and answer all questions.
- For account- and password-related issues: it may take several hours for changes to take effect. If your initial attempt fails, wait at least that long before retrying.
Additional considerations
To help us diagnose a problem:
- Read How to Report Bugs Effectively, by Simon Tatham, programmer.
- For deeper reading, consider How To Ask Questions The Smart Way, by Eric S. Raymond, open source pioneer.