Submitting a Ticket¶

ALCF manages user support issues through an email support ticketing system. To submit a trouble ticket, please email ALCF Support at [email protected]. You can also send questions, requests, and feedback to ALCF Support as well.

Note

Our ALCF Support team is available from 9 a.m. to 5 p.m. Central Time, Monday-Friday, except on holidays.

Best Practices for Submitting Tickets¶

Before contacting ALCF Support, be sure to check the Known Issues pages for the following systems: - Polaris - Aurora

When emailing support, include: - Your ALCF Username - Your project shortname - The system(s) you're having issues with (Polaris, Sophia, Aurora, etc.)

Please note: - Do not respond to closed tickets. Your response will NOT re-open the ticket. - Do not use an existing ticket to ask for assistance on new topics. Instead, submit a new ticket by emailing Support. - See "Job Failures", "Python Issues", "Installation/compilation issues" sections below for additional details to be included in your ticket

Mailing lists¶

System outages and preventative maintenace schedules are sent to appropriate system mailing lists. Users are auto-subscribed to the relevant system mailing list(s) when they first gain access to that resource. If you unsubscribed previously, you can re-subscribe by going to : https://lists.alcf.anl.gov/mailman/listinfo/{ALCF-system-nam}-notify (replace {ALCF-system-nam} with the appropriate compute system you have access to).

Job Failures¶

If you are having issues running your job, or your job is failing, please include the following in your email to [email protected]:

All job IDs of the failures
Your qsub submission script if you're submitting a batch job, or your full qsub command if you're submitting an interactive job
A list of all modules loaded while running your job. Please provide the list via the module list command and NOT a list of your module load <module> commands
The *.e (error) and *.o (output) files from at least one of your job failures
Any errors displayed on the command line

Info

Support does not have access to your home directory or your project directory. Please do not include directory paths as a means for Support to access your submission script. It must be attached to the ticket.

Python Issues¶

If you need to open a ticket related to Python, please be sure to include the following in your email to [email protected]:

Your qsub submission script
Which base conda module and environment you are using
The output from module list
Whether you have extended the base environment via venv, conda clone, etc.
Have you installed any new packages, or removed existing ones? If so, please include your script and commands necessary to recreate the issue
Whether you're attempting to run on a login node or a compute node

By including the above information, this will help ALCF Support staff quickly route your ticket to the correct subject-matter expert (SME), resulting in a quicker resolution.

Tip

We encourage the use of the pre-installed conda environment. Any custom environments are supported on a best-effort basis only.

Installation & Compiling Issues¶

If you are having issues installing and/or compiling your app, please include the following in your email to [email protected]:

The output from module list
If you are on a login node or a compute node
A link to the app you are attempting to install (if possible)
The full command you're using to compile
Any other necessary steps Support will need to recreate the issue