HPC/Support

Frequently Asked Questions

If your question is not answered by the FAQ, follow these sections.

Send your support request to NST IT help desk:

Before you hit "Send", check the following aspects of your message:

Choose an appropriate subject line.
Do not merely hit "Reply" on a previous unrelated message - doing so might cause the request to get lost or ignored.
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 relevant files. It is generally not necessary to include copies of files that reside on Carbon.
For PBS jobs:
- The job number.
- The working directory of the job.
For remote access issues, include the following:
- The host name 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.
Review your subject line before you submit the message.

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.

To help us diagnose a problem: