HPC/Support: Difference between revisions

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For questions regarding the Carbon HPC system, first consult '''[[HPC/FAQ | Frequently Asked Questions]]''' to find most answers.
For questions regarding the Carbon HPC system, first consult '''[[HPC/FAQ | Frequently Asked Questions]]''' to find most answers.


=== Compose a support request Email ===
== Compose a support request ==
If your question is not answered in the FAQ, Compose an email to our help desk, as follows:
If your question is not answered in the FAQ, Compose an email to our help desk, as follows:


=== Required information ===
* Choose an appropriate '''subject line'''.
* Choose an appropriate '''subject line'''.
*: Do not merely hit "Reply" on a previous unrelated message - doing so might cause your request to get overlooked in a previous thread.
*: Do not merely hit "Reply" on a previous unrelated message - doing so might cause your request to get overlooked in a previous thread.
Line 12: Line 13:
** The path and '''file name''' of files you were working on, if applicable.
** The path and '''file name''' of files you were working on, if applicable.
**: It is generally not necessary to include in your message copies of files that already reside on Carbon.
**: It is generally not necessary to include in your message copies of files that already reside on Carbon.
* For PBS jobs, include:
 
** The '''job number'''.
=== Additions required for PBS jobs ===
** The '''working directory''' of the job.
For PBS jobs, include the following:
** We may ask you to prepare a '''test directory''' on Carbon, usually at the same directory level as your troubled runs.
* The '''job number'''.
**: Ideally, errors are reproducible. To diagnose subtle errors (where your application runs but does not fail outright), we will need a test directory which contains ''only'' files required by PBS or the application:
* The '''working directory''' of the job.
*** the PBS job file,
* We may ask you to prepare a '''test directory''' on Carbon, usually at the same directory level as your troubled runs.
*** input files,
*: Ideally, errors are reproducible. To diagnose subtle errors (where your application runs but does not fail outright), we will need a test directory which contains ''only'' files required by PBS or the application:
*** any local data files,
** the PBS job file,
*** if available, a file with the ''expected'' (correct) output, with a name different from the one generated by the job, e.g. a file with an added extension <code>.ref</code>.
** input files,
* For remote access issues, include the following:
** any local data files,
** The '''hostname''' you ran the command on (generally shown in the command prompt).
** if available, a file with the ''expected'' (correct) output, with a name different from the one generated by the job, e.g. a file with an added extension <code>.ref</code>.
** The '''hostname''' you're trying to ''reach.''
 
** The '''username''' you use to connect.
=== Additions required for remote access issues ===
** The '''software''' name and version you use to connect (e.g. SSH, VNC, or a browser).
For remote access issues, include the following:
** Your '''operating system''' and version.
* The '''hostname''' you ran the command on (generally shown in the command prompt).
* Review your '''subject line''' before you submit the message.
* The '''hostname''' you're trying to ''reach.''
* The '''username''' you use to connect.
* The '''software''' name and version you use to connect (e.g. SSH, VNC, or a browser).
* Your '''operating system''' and version.
 
=== Submit ===
Review your '''subject line''' before you submit the message.


Send your request to:
Send your request to:


=== Receiving support ===
== Receiving support ==
When you get our support response:
When you get our support response:
* Carefully read it.
* Carefully read it.
Line 38: Line 45:
* 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.
* 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 ===
== Additional considerations ==
To help us diagnose a problem:
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. -->
* 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.
* 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). -->
<!-- * Also, the [http://mywiki.wooledge.org/XyProblem X-Y Problem] (mostly for programming-related tasks). -->

Revision as of 19:02, November 20, 2014

Request Suppport

For questions regarding the Carbon HPC system, first consult Frequently Asked Questions to find most answers.

Compose a support request

If your question is not answered in the FAQ, Compose an email to our help desk, as follows:

Required information

  • Choose an appropriate subject line.
    Do not merely hit "Reply" on a previous unrelated message - doing so might cause your request to get overlooked in a previous thread.
  • Be as specific as possible in the body of your message. Include 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.
    • The path and file name of files you were working on, if applicable.
      It is generally not necessary to include in your message copies of files that already reside on Carbon.

Additions required for PBS jobs

For PBS jobs, include the following:

  • The job number.
  • The working directory of the job.
  • We may ask you to prepare a test directory on Carbon, usually at the same directory level as your troubled runs.
    Ideally, errors are reproducible. To diagnose subtle errors (where your application runs but does not fail outright), we will need a test directory which contains only files required by PBS or the application:
    • the PBS job file,
    • input files,
    • any local data files,
    • if available, a file with the expected (correct) output, with a name different from the one generated by the job, e.g. a file with an added extension .ref.

Additions required for remote access issues

For remote access issues, include the following:

  • The hostname you ran the command on (generally shown in the command prompt).
  • The hostname you're trying to reach.
  • The username you use to connect.
  • The software name and version you use to connect (e.g. SSH, VNC, or a browser).
  • Your operating system and version.

Submit

Review your subject line before you submit the message.

Send your request to:

[email protected].

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:

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