Overview
Even experienced users hit issues. Asking for help at the right time, in the right way, gets your problem fixed faster.
When to reach out
- Your jobs keep failing and you don't know why.
- Software or modules don't load on the node type you need.
- File transfers fail or are very slow.
- You want advice on submitting jobs, managing storage or setting up your software.
How to get assistance
- Support tickets: iacs.supportsystem.com
- Virtual office hours: for help right away. See Events for the current times.
- Self-service: check these guides and the FAQs first. Many common problems are already answered there.
What to include in a ticket
- Node type and queue used
- Exact commands or scripts executed
- Error messages or log output
- Troubleshooting steps already attempted
Tip: the more detail you give, and the faster you answer our questions, the faster we can fix the problem.
Applies to