Support Tickets#
Contact us by email#
If you didn't find the information you were looking for in this documentation and in our FAQ, or if you need a more personalized assistance, please do not hesitate to write to us at 1234@epfl.ch. For a quicker processing, please put the word "HPC" in the email subject. This way, the ticket is directly assigned to us and doesn't need to be sorted by the general Help Desk.
What we need to know#
If you need general advice then please give as much information as possible, such as what you are trying to do, what did you already try, what are your constraints, etc.
If you have a problem running a job then, we would need to know the job ID and cluster name, along with the following information:
- Your environment:
module listandenv - The script you used to submit the job or the command line options to
sbatch/salloc - The location of the executable in question
- The detailed error messages and location of the output files
You are also welcome to provide other background information that may help us such as:
- Do your colleagues have the same problem?
- Does the problem only occur on one cluster?
- Did you compile the code yourself and if so how?
- Has this problem suddenly appeared? If so when.
Here is a short example of a problem description with all the information:
Example to follow
My simulation with job ID 12345678 fails to run on Fidis with the error <ERROR
MESSAGE>.
I submitted it with the script at /home/<USER>/runmyjob and the output
files and executable (mooveit.x) are in /scratch/<USER>/mycode.
I loaded the following modules for the compilation and running:
This code was running fine until Wednesday the 13th when I started to get this error. It doesn't seem to happen all the time as some jobs (such as 5467312) run to completion.
IT'S URGENT !#
In case of an emergency, e.g. short deadline, data loss, etc., please specify this appropriately in your ticket and explain the cause. We will try our possible to meet your constraints as fast as possible.