HPC/Support: Difference between revisions

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If your question is not answered in the FAQ: <!-- , choose one of the following to get help: -->
If your question is not answered in the FAQ: <!-- , choose one of the following to get help: -->
* [http://argonne.servicenowservices.com/self_service/request_detail.do?sysparm_document_key=sc_cat_item,4e37eb5b13199f0016ff33228144b036 '''Submit a support request''']  – Log in with your regular Argonne username and password (same as on Carbon).
* [http://argonne.servicenowservices.com/self_service/request_detail.do?sysparm_document_key=sc_cat_item,4e37eb5b13199f0016ff33228144b036 '''Submit a support request''']  – Log in with your regular Argonne username and password (same as on Carbon).
* Choose a suitable Request Type and provide the relevant details, such as:
* Choose a suitable Request Type and provide the details as shown in the next section.
<!-- * [mailto:[email protected]?subject=CNM%20HPC%20issue Send an email to [email protected]] -->
<!-- * [mailto:[email protected]?subject=CNM%20HPC%20issue Send an email to [email protected]] -->
=== Required information ===
 
* Choose an appropriate '''Title''', preferably after you typed and reviewed the bulk of the form.
== Required information ==
<!-- *: 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. -->
* Be as ''specific as possible'' in the description and additional form fields. Include the following:
Be as ''specific as possible'' in your free-form description or form input fields.
** The '''command''' you were trying to run or the menu item you chose in a graphical user interface
 
** The '''exact error message''' you get. Copy & Paste the message text, or take a screenshot and attach it to your mail.
Provide the following:
** The '''directory path''' and '''file name''' you were working on, if applicable.
* The '''command''' you were trying to run or the menu item you chose in a graphical user interface
**: It is generally not necessary to include in your message copies of files that already reside on Carbon.
* The '''exact error message''' you get. Copy & Paste the message text, or take a screenshot and attach it to your mail.
* The '''directory path''' and '''file name''' you were working on, if applicable.
*: It is generally not necessary to include in your message copies of files that already reside on Carbon.
 
* Fill in an appropriate email '''Subject''' or form '''Title'''.
*: Best do this ''after'' you typed and reviewed the main text of your request.


=== For issues with PBS jobs ===
=== For issues with PBS jobs ===
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* the '''job number''' (for queued or running jobs)
* the '''job number''' (for queued or running jobs)


=== Additions required for remote access issues ===
=== For remote access ===
When you cannot log in to mega or a ''Carbon'' login node, provide the following:
When you cannot log in to mega or a ''Carbon'' login node, provide the following:
* The '''hostname''' you ran the command on. It is often shown in the command prompt. (If the prompt shows <code>localhost</code> it is not specific enough – ask your local support person for help.)
* The '''hostname''' you ran the command on. It is often shown in the command prompt. (If the prompt shows <code>localhost</code> it is not specific enough – ask your local support person for help.)

Revision as of 20:50, June 14, 2021

Review the FAQ list

For frequently asked questions regarding the Carbon HPC system, review Frequently Asked Questions to find answers.

Compose a support request for CNM HPC

If your question is not answered in the FAQ:

  • Submit a support request – Log in with your regular Argonne username and password (same as on Carbon).
  • Choose a suitable Request Type and provide the details as shown in the next section.

Required information

Be as specific as possible in your free-form description or form input fields.

Provide the following:

  • The command you were trying to run or the menu item you chose in a graphical user interface
  • The exact error message you get. Copy & Paste the message text, or take a screenshot and attach it to your mail.
  • The directory path and file name you were working on, if applicable.
    It is generally not necessary to include in your message copies of files that already reside on Carbon.
  • Fill in an appropriate email Subject or form Title.
    Best do this after you typed and reviewed the main text of your request.

For issues with PBS jobs

For questions about PBS jobs, provide:

  • the working directory of the job
  • the name of the job file used
  • the job number (for queued or running jobs)

For remote access

When you cannot log in to mega or a Carbon login node, provide the following:

  • The hostname you ran the command on. It is often shown in the command prompt. (If the prompt shows localhost it is not specific enough – ask your local support person for help.)
  • 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.

If you use ssh or scp, repeat your command in verbose mode by supplying the "-v" option twice: 

scp -v -v [… other options and arguments …]
ssh -v -v [… other options and arguments …]
Copy and Paste the possibly multi-page output into your request.


Test directory

We may ask you to prepare a test directory which has to contain only files required by your application for a standalone run or a single PBS job. This will help to diagnose your problem and confirm resolution, especially to diagnose subtle errors that are difficult to reproduce, such as where your application runs but does not fail outright.

Prepare the test directory at the same directory level as your troubled runs, and include:

  • the PBS job file,
  • input files,
  • any local data files.
  • If available, add a file with the expected (correct) output, but with a file name that's different from the one generated by the job, such as by adding .ref.

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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