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NERSC Help and Support

NERSC strives to be the most user friendly supercomputing center in the world.

FAQ

Help Desk

The online help desk is the preferred method for contacting NERSC.

Attention

NERSC Consultants handle thousands of support requests per year. In order to ensure efficient timely resolution of issues include as much of the following as possible when making a request:

  • error messages
  • jobids
  • location of relevant files
    • input/output
    • job scripts
    • source code
    • executables
  • output of module list
  • any steps you have tried
  • steps to reproduce

Tip

You can make code snippets, shell outputs, etc in your ticket much more readable by inserting a line with:

[code]<pre>
before the snippet, and another line with:
</pre>[/code]
after it. (For a full list of formatting options, see this ServiceNow article)

Access to the online help system requires logging in with your NERSC username, password, and one-time password. If you are an existing user unable to log in, you can send an email to accounts@nersc.gov for support.

If you are not a NERSC user, you can reach NERSC with your queries at accounts@nersc.gov or allocations@nersc.gov.

Appointments with NERSC User-Support Staff

We provide 25-minute appoinments with NERSC user support consultants. These can be scheduled here. The range of available topics are described below. To make the most use of an appointment, we highly encourage you to try some things on your own and share them with NERSC staff ahead of time using the appointment intake form.

Attention

Appointments use Google Hangouts for video conferencing. If you are using Google Chrome, please make sure that the “enable screen share” Security setting is enabled.

NERSC 101

This category is good for basic questions, and you could not find the answer in our documentation. Or when you just don't know where to start.

KNL Optimization

Advice on how to optimize code and compilers to make use of the KNL compute nodes on Cori. Possible discussion topics include:

  1. Compiling code
  2. Thread affinity
  3. Batch script setup
  4. Profiling your code
  5. Refactoring your code

Containers at NERSC

Advice on deploying containerized workflows at NERSC using Shifter. We recommend that you share your Dockerfile, the image name (after downloading it to Cori using shifterimg) before the appointment if possible.

NERSC Filesystems

Advice on I/O optimization and Filesystems at NERSC. Possible discussion topics include:

  1. Optimal file system choices
  2. Quota and file-permission issues
  3. I/O profiling
  4. Refactoring your code

Phone support

Consulting and account-support phone services have been suspended.

To report an urgent system issue, you may call NERSC at 1-800-66-NERSC (USA) or 510-486-8600 (local and international).