NEMO/Support

NEMO Support

This support information is for all researchers in the state of Baden-Württemberg who (want to) use the bwForCluster NEMO.

What to do first

Please search the relevant information on the web pages first:

• See general support information.
• Check this section and corresponding links.
• Is there a FAQ which already addresses your question. (NOT IMPLEMENTED YET!)

General Support

Please try to use your work email address if it is possible. That way we can see that the requests are valid and see where you come from.

Users from Freiburg: We recommend that you use your university email address as your "preferred" address. You can change this in myAccount: https://myaccount.uni-freiburg.de/ The "preferred" email address is used within bwHPC.

When contacting support

Please always use the correct support unit and add the following Information when contacting support:

• Who are you (name)?
• What ist your contact (email, university email address preferred)?
  • Where are you from (university, if not specified in e-mail address).
• Who is your user at the cluster/university (username, incl. prefix e.g `fr_`)?
• Which cluster does it concern?
• If applicable: When did this happen (date and time) and where (node, e.g. login node, host, desktop pc, etc.)?
• How to contact: Usually it is OK to use English and German when contacting support. The support units support both languages. While for the central ticket system and other clusters English is favorable to address a broader audience, you can use the language which is easier for you when contacting NEMO support, since all members of the ticket system speak German.

Usually the first information is given automatically, when you have configured your email client correctly. But this info ist still necessary when you use web forms, etc. We can find out this information ourselves, but it costs us extra time.

NEMO Specific Support

Besides the general support information please try to describe your problem/question as detailed as possible. The following steps should be considered first.

• If you start using NEMO, please consider testing your job interactively first `msub -I [...]`.
• You can always use the express queue to test if your job is running (15 min max) `msub -q express [...]`.
  • The job will be killed automatically after 15 min, if it runs longer. But that way you'll see if everything works as expected so far.
• Please debug your jobs with `checkjob -v -v` first. If you don't understand the output, please attach it to the e-mail addressed to out ticket system.
• If your job doesn't start see `checkjob -v -v`, `showq -b -v`, `showq -i` and `showmyidlejobs` for reasons.
• You can access the nodes where your jobs are running through `ssh`. That way you can monitor them while they are running. The nodes can be found in the output of e.g. `checkjob` (see monitoring jobs).

After you have gathered all the information, please write an e-mail to our ticket system: nemo-support@hpc.uni-freiburg.de

Mailing List

If you would like to receive updates on the status of the bwForCluster NEMO as well as event and course announcements, you can subscribe our HPC newsletter by sending an e-mail to hpc-news-subscribe@hpc.uni-freiburg.de.

If you would like to unsubscribe, please send an e-mail to hpc-news-unsubscribe@hpc.uni-freiburg.de.

For old news visit our local HPC page.