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(A MUCH NEEDED UPDATE. !!!!!)
(Getting Help)
 
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== Getting Help ==
 
== Getting Help ==
  
=== I have encountered a problem while using a SHARCNET system and need help, who should I talk to? ===
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=== I have encountered a problem while using a Compute Canada/SHARCNET system and need help, who should I talk to? ===
If you have access to the Internet, we encourage you to use the [https://www.sharcnet.ca/my/problems/submit problem ticketing system] (described in detail [[Knowledge_Base# SHARCNET Problem Ticket System|below]]) through the [http://www.sharcnet.ca web portal].  This is the most efficient way of reporting a problem as it minimizes email traffic and will likely result in you receiving a faster response than through other channels.  
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If you have access to the Internet, we encourage you to use the problem ticketing system (described in detail [[FAQ: Getting Help#Compute Canada Problem Ticket System|below]]) .  This is the most efficient way of reporting a problem as it minimizes email traffic and will likely result in you receiving a faster response than through other channels.  
  
 
You are also welcome to contact system administrators and/or high performance technical computing consultants at any time. You may find their contact information on the [https://www.sharcnet.ca/my/contact/directory directory] page.
 
You are also welcome to contact system administrators and/or high performance technical computing consultants at any time. You may find their contact information on the [https://www.sharcnet.ca/my/contact/directory directory] page.
  
 
=== How long should I expect to wait for support? ===
 
=== How long should I expect to wait for support? ===
Unfortunately SHARCNET does not have adequate funding to provide support 24 hours a day, 7 days a week.  User support and system monitoring is limited to regular business hours: there is no official support on weekends or holidays, or outside 9:00 - 17:00 EST .   
+
Unfortunately Compute Canada/SHARCNET does not have adequate funding to provide support 24 hours a day, 7 days a week.  User support and system monitoring is limited to regular business hours: there is no official support on weekends or holidays, or outside 9:00 - 17:00 EST .   
  
 
Please note that this includes monitoring of our systems and operations, so typically when there are problems overnight or on weekends/holidays system notices will not be posted until the next business day.   
 
Please note that this includes monitoring of our systems and operations, so typically when there are problems overnight or on weekends/holidays system notices will not be posted until the next business day.   
  
=== SHARCNET Problem Ticket System ===
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=== Compute Canada Problem Ticket System ===
  
 
==== What is a "problem ticket system"? ====
 
==== What is a "problem ticket system"? ====
  
This is a system that allows anyone with a SHARCNET account to start a persistent email thread that is referred to as a "problem ticket". The thread is stored indefinitely by SHARCNET and can be consulted by any SHARCNET user in the future.  When a user submits a new ticket it will be brought to the attention of an appropriate and available SHARCNET staff member for resolution.   
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This is a system that allows anyone with a Compute Canada account to start a persistent email thread that is referred to as a "problem ticket".   When a user submits a new ticket it will be brought to the attention of an appropriate and available Compute Canada/SHARCNET staff member for resolution.   
  
You can find the SHARCNET ticket system [https://www.sharcnet.ca/my/problems here], or by logging into our website and clicking on "Help" then "Problems" in the top left-hand-side menu.
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You can interact with the ticket system entirely via emailThere is also a web interface to see tickets you have submitted in the past.
 
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==== How do I search for existing tickets ? ====
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Type a meaningful string into the <i>search box</i> when logged into the SHARCNET web portalYou can find this text entry box beside the <i>Go</i> button on the top right-hand-side of the page in the web portal. 
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It is recommended that one use specific words when searching, for example the exit code returned in your job output, or the error message produced when attempting a command. Use of common search terms may produce too many results and this coupled with the lack of sophisticated ranking for results means your search will likely be misleading or time consuming if you have to sift through many results by hand.
+
  
 
==== What do I need to specify in a ticket ? ====
 
==== What do I need to specify in a ticket ? ====
  
If you do not find any tickets that deal with you current problem ([[Knowledge_Base# How do I search for existing tickets ? |as illustrated above]]) then you should ensure you include the following information, if relevant, when [[Knowledge_Base# How do I submit a ticket?|submitting a ticket]]:
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To help us address your question faster, please try to do the following when submitting a ticket:
  
#use a concise and unique <i>Subject</i> for the ticket
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#specify which of our systems is involved
#*this makes it easier to identify in search results, for example
+
#if the problem pertains to a job, then report the <u>jobid</u> associated with the job; this is an integer that is returned by the scheduler when you submit the job
#select sensible values for the <i>System Name</i> and <i>Category</i> drop down boxes
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#report the exact commands necessary to duplicate the problem, as well as any error output that helps identify the problem; if relevant, this should include how the code is compiled, how the job is submitted, and/or anything else you are doing from the command line relating to the problem
#*this helps guide your ticket to the right staff member as quickly as possible
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#if you'd like for a particular staff member to be aware of the ticket, mention them
#in the <i>Comment</i> text entry box:
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##if the problem pertains to a job report the <u>jobid</u> associated with the job
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##*this is an integer that is returned by sqsub when you submit the job
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##*you can also find a listing of your recent jobs (including their jobid) in the web portal [https://www.sharcnet.ca/my/profile/mysn at the bottom of this page]
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##report the exact commands necessary to duplicate the problem, as well as any error output that helps identify the problem
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##*if relevant, this should include how the code is compiled, how the job is submitted, and/or anything else you are doing from the command line relating to the problem
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##if this ticket relates to another ticket, please specify the associated ticket number(s)
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##if you'd like for a particular staff member to be aware of the ticket, mention them
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#if you want to expedite resolution you can [[Knowledge_Base#How do I give other users access to my files ? |make your files publicly available]] ahead of time 
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#*you should include any relevant files required to duplicate the problem
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#*if you're not comfortable with changing your own file permissions, in <i>Comment</i> you can request that a staff member provide a location where you can copy the necessary files, or arrange file transfer via other means.  If your code is really sensitive you may have to arrange to meet in person to show them the problem.
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==== How do I submit a ticket? ====
 
==== How do I submit a ticket? ====
  
We recommend that you read the above section on [[Knowledge_Base#What do I need to specify in a ticket ? |what to specify in a ticket]] before submitting a new ticket.
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In general, you can submit a new ticket by emailing  [mailto:support@computecanada.ca support@computecanada.ca] with the email address associated with your Compute Canada account.  If you are using another email address, please provide your full name, your Compute Canada default username (if available) and your university or institution.
  
Users can [https://www.sharcnet.ca/my/problems/submit submit a problem ticket] describing an issue, problem or other request and they will then receive messages concerning the ticket via email (the ticket can also be consulted [https://www.sharcnet.ca/my/problems via the web portal]).
+
If you like, you can also target your inquiry more specifically, by using the following addresses to submit your ticket:
  
You can also open a ticket automatically by emailing <i>help@sharcnet.ca</i> with the email address associated with your SHARCNET account.
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* [mailto:help@sharcnet.ca help@sharcnet.ca] - questions specific to SHARCNET, for example relating to older SHARCNET systems such as orca
 
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* [mailto:globus@computecanada.ca globus@computecanada.ca] -- Questions about [[Globus]] file transfer services
=== How do I give other users access to my files ? ===
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* [mailto:cloud@computecanada.ca cloud@computecanada.ca] -- Questions about using Compute Canada cloud resources
 
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* [mailto:accounts@computecanada.ca accounts@computecanada.ca] -- Questions about Compute Canada accounts
There are two ways to provide other users with access to your files.  The first is by changing the file attributes of your directories directly with the chmod command and the second is by using file access control lists (acl). Using ACLs is more flexible as it allows you to specify individual users and groups and their respective privileges, whereas using chmod is more coarse grained and only allows you to set the permissions for your group and global access.  At present ACLs are only supported on the SHARCNET global work (/work) and home (/home) filesystems.
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* [mailto:renewals@computecanada.ca renewals@computecanada.ca] -- Questions about Compute Canada account renewals
 
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====providing global access with chmod====
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The following instructions provide commands that you can use to make your files available to all SHARCNET users, including staff.  It assumes that you are sharing files in your <i>/home</i> directory, but you can change this to <i>/work</i> or <i>/scratch</i> or etc. with the same effect.
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In the below, instead of <your-subdirectory> , type the name of the subdirectory where the files you want to give access to are located:
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(1) Go to your home directory by running:
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        cd
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(2) Authorize access to the home directory by running:
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        chmod o+x  .
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(3) Authorize access to <your-subdirectory> by running:
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        chmod -R o+rX <your-subdirectory>
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Note that if the directory you wish to share is nested multiple directories below your home directory (eg. you want to give access to ~/dir1/dir2, but not ~/dir1) you will have to run:
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        chmod o+x .
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in any of the intervening directories if they are not already globally accessible.
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To restrict all public access due to these changes one can simply run the following commands:
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        cd
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        chmod o-x .
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====providing per-user/group access with setfacl====
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An Access Control List (ACL) is basically a list of users and groups with their associated file access privileges which is associated with a file/directory.  At present ACLs are only supported on the SHARCNET global work (/work) and home (/home) filesystems.
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One can see the ACL for a particular file/directory with the '''getfacl''' command, eg.
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[sn_user@hnd50 ~]$ getfacl /work/sn_user
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getfacl: Removing leading '/' from absolute path names
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# file: work/sn_user
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# owner: sn_user
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# group: sn_user
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user::rwx
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group::r-x
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other::--x
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One uses the '''setfacl''' command to modify the ACL for a file/directory. To add read and execute permissions for this directory for user ricky, eg.
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[sn_user@hnd50 ~]$ setfacl -m u:ricky:rx /work/sn_user
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Now there is an entry for ''user:ricky'' with ''r-x'' permissions:
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[sn_user@hnd50 ~]$ getfacl /work/sn_user
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getfacl: Removing leading '/' from absolute path names
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# file: work/sn_user
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# owner: sn_user
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# group: sn_user
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user::rwx
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user:ricky:r-x
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group::r-x
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mask::r-x
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other::--x
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To remove an ACL entry one uses the '''setfacl''' command with the '''-x''' argument, eg.
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[sn_user@hnd50 ~]$ setfacl -x u:ricky /work/sn_user
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Now there is no longer an entry for ''ricky'':
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[sn_user@hnd50 ~]$ getfacl /work/sn_user
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getfacl: Removing leading '/' from absolute path names
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# file: work/sn_user
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# owner: sn_user
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# group: sn_user
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user::rwx
+
group::r-x
+
mask::r-x
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other::--x
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Note that if one wants to provide access to a nested directory then the permissions need to be changed on all the parent directories using the ''-R'' flag.  Please see the man pages for these commands ''man getfacl; man setfacl'' for further information. If you'd like help utilizing ACLs please [mailto:help@sharcnet.ca email help@sharcnet.ca].
+
  
 
=== I am new to parallel programming, where can I find quick references at SHARCNET? ===
 
=== I am new to parallel programming, where can I find quick references at SHARCNET? ===
Line 135: Line 46:
  
 
=== I am new to parallel programming, can you help me get started with my project? ===
 
=== I am new to parallel programming, can you help me get started with my project? ===
Absolutely. We will be glad to help you from planning the project, architecting your application programs with appropriate algorithms and choosing efficient tools to solve associated numerical problems to debugging and analyzing your code. We will do our best to help you speed up research.
+
Absolutely. We will be glad to help you from planning the project, architecting your application programs with appropriate algorithms and choosing efficient tools to solve associated numerical problems to debugging and analyzing your code. We will do our best to help you speed up research. If your programming project would involve a significant staff time, you should consider applying for Dedicated Programming support. (We run the competition annually; see https://www.sharcnet.ca/my/research/programming).
  
 
=== Can you install a package on a cluster for me? ===
 
=== Can you install a package on a cluster for me? ===
Certainly.  We suggest you make the request by sending e-mail to [mailto:help@sharcnet.ca help@sharcnet.ca], or [https://www.sharcnet.ca/my/problems/submit opening a problem ticket] with the specific request.
+
Certainly.  We suggest you make the request by sending e-mail to [mailto:help@sharcnet.ca help@sharcnet.ca] with the specific request.
  
 
=== I am in a process of purchasing computer equipment for my research, would you be able to provide technical advice on that? ===
 
=== I am in a process of purchasing computer equipment for my research, would you be able to provide technical advice on that? ===
 
If you tell us what you want, we may be able to help you out.
 
If you tell us what you want, we may be able to help you out.
 
=== Does SHARCNET have a mailing list or user group? ===
 
Yes. You may subscribe to one or more mailing lists on the email list page available once you log into the web portal. To find it, please go to MyAccount - Settings - Details in the menu bar on the left and then click on Mail on the "details" page. Don't forget to save your selections.
 
  
 
=== Does SHARCNET provide any training on programming and using the systems? ===
 
=== Does SHARCNET provide any training on programming and using the systems? ===
  
Yes. SHARCNET provides workshops on specific topics from time to time and offers courses at some sites. Every June, SHARCNET holds an annual ''summer school'' with a variety of in-depth, hands-on workshops. All materials from past workshops/presentations can be found on the SHARCNET web portal.
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Yes. SHARCNET provides workshops on specific topics from time to time and offers courses at some sites. Every summer (usually late May to early June), SHARCNET holds [https://www.sharcnet.ca/help/index.php/Summer_Schools an annual HPC Summer School] with a variety of in-depth, hands-on workshops. Many materials from past workshops/presentations can be found on the SHARCNET's web portal.
 
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SHARCNET also offers a series of online seminars.  These are announced via the SHARCNET events mailing list and one can see the schedule at the [https://www.sharcnet.ca/my/news/calendar SHARCNET event calendar].  Past seminars are recorded, a full listing is in the [[Online_Seminars]] page.
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=== How do I watch tickets I don't own? ===
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There are two ways.  First, to view the tickets of user "USERID", type the URL like below:
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https://www.sharcnet.ca/my/problems/view?username=USERID
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SHARCNET also offers a series of online seminars (so-called "General interest webinars"), typically delivered every second Wednesday at lunch time.  These are announced via the SHARCNET events mailing list and one can see the schedule at the [https://www.sharcnet.ca/my/news/calendar SHARCNET event calendar].  Past seminars are recorded and posted on [http://youtube.sharcnet.ca our youtube channel]. A full listing of the past webinars is available on the [[Online Seminars]] page.
  
,where USERID is the user you want to see. In the "Actions" column, click on "watch" for problems that you want to follow. This should enable you to receive notifications if any of the problems you are "watching" are updated.
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=== Attending SHARCNET Webinars ===
 +
{{:Attending SHARCNET Webinars}}
  
If you want to do the same thing for tickets posted by other members in your group, just access their userpage (listed on https://www.sharcnet.ca/my/users/show/361 )
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=== Unsubscribing from our mailing lists ===
 +
To remove yourself from our Events mailing list, please follow these instructions:
  
The other way is to use 'search box' in the SHARCNET website. By typing the ticket number or userid, you can do similar thing described above.
+
* Go to https://mail.sharcnet.ca/mailman/listinfo/events (you can find this link at
 +
the bottom of our Events emails);
 +
* At the bottom of that page, enter your email into empty field, and press the button
 +
"Unsubscribe or edit options";
 +
* On the next page, click on the "Unsubscribe" button;
 +
* You will receive a confirmation email; click on the link there to finalize the removal
 +
process.

Latest revision as of 14:39, 4 December 2019


Getting Help

I have encountered a problem while using a Compute Canada/SHARCNET system and need help, who should I talk to?

If you have access to the Internet, we encourage you to use the problem ticketing system (described in detail below) . This is the most efficient way of reporting a problem as it minimizes email traffic and will likely result in you receiving a faster response than through other channels.

You are also welcome to contact system administrators and/or high performance technical computing consultants at any time. You may find their contact information on the directory page.

How long should I expect to wait for support?

Unfortunately Compute Canada/SHARCNET does not have adequate funding to provide support 24 hours a day, 7 days a week. User support and system monitoring is limited to regular business hours: there is no official support on weekends or holidays, or outside 9:00 - 17:00 EST .

Please note that this includes monitoring of our systems and operations, so typically when there are problems overnight or on weekends/holidays system notices will not be posted until the next business day.

Compute Canada Problem Ticket System

What is a "problem ticket system"?

This is a system that allows anyone with a Compute Canada account to start a persistent email thread that is referred to as a "problem ticket". When a user submits a new ticket it will be brought to the attention of an appropriate and available Compute Canada/SHARCNET staff member for resolution.

You can interact with the ticket system entirely via email. There is also a web interface to see tickets you have submitted in the past.

What do I need to specify in a ticket ?

To help us address your question faster, please try to do the following when submitting a ticket:

  1. specify which of our systems is involved
  2. if the problem pertains to a job, then report the jobid associated with the job; this is an integer that is returned by the scheduler when you submit the job
  3. report the exact commands necessary to duplicate the problem, as well as any error output that helps identify the problem; if relevant, this should include how the code is compiled, how the job is submitted, and/or anything else you are doing from the command line relating to the problem
  4. if you'd like for a particular staff member to be aware of the ticket, mention them

How do I submit a ticket?

In general, you can submit a new ticket by emailing support@computecanada.ca with the email address associated with your Compute Canada account. If you are using another email address, please provide your full name, your Compute Canada default username (if available) and your university or institution.

If you like, you can also target your inquiry more specifically, by using the following addresses to submit your ticket:

I am new to parallel programming, where can I find quick references at SHARCNET?

SHARCNET has a number of training modules on parallel programming using MPI, OpenMP, pthreads and other frameworks. Each of these modules has working examples that are designed to be easy to understand while illustrating basic concepts. You may find these along with copies of slides from related presentations and links to external resources on the Main Page of this training/help site.

I am new to parallel programming, can you help me get started with my project?

Absolutely. We will be glad to help you from planning the project, architecting your application programs with appropriate algorithms and choosing efficient tools to solve associated numerical problems to debugging and analyzing your code. We will do our best to help you speed up research. If your programming project would involve a significant staff time, you should consider applying for Dedicated Programming support. (We run the competition annually; see https://www.sharcnet.ca/my/research/programming).

Can you install a package on a cluster for me?

Certainly. We suggest you make the request by sending e-mail to help@sharcnet.ca with the specific request.

I am in a process of purchasing computer equipment for my research, would you be able to provide technical advice on that?

If you tell us what you want, we may be able to help you out.

Does SHARCNET provide any training on programming and using the systems?

Yes. SHARCNET provides workshops on specific topics from time to time and offers courses at some sites. Every summer (usually late May to early June), SHARCNET holds an annual HPC Summer School with a variety of in-depth, hands-on workshops. Many materials from past workshops/presentations can be found on the SHARCNET's web portal.

SHARCNET also offers a series of online seminars (so-called "General interest webinars"), typically delivered every second Wednesday at lunch time. These are announced via the SHARCNET events mailing list and one can see the schedule at the SHARCNET event calendar. Past seminars are recorded and posted on our youtube channel. A full listing of the past webinars is available on the Online Seminars page.

Attending SHARCNET Webinars

SHARCNET makes a number of seminar events available online (New User Seminar, general interest talks, etc.) using software/services from Vidyo. Vidyo allows both the presenter and the attendees to offer or participate in online seminars by using their web browser or installing a small application. If this is your first Vidyo seminar please join the seminar ahead of the official start, to sort out any technical issues. Vidyo is supported on most platforms, both "stationary" (Windows, MacOS, Linux) and mobile (iOS, Android).

Please note that if your device has a microphone (highly recommended) and/or webcam, they will be used by Vidyo to transmit your audio and video to all seminar participants. They will be on by default, but you can always disable them by clicking on a corresponding button at the bottom of your Vidyo window. We ask that all attendees keep their microphones muted, unless you want to ask something.

We normally record our seminars, and make them available to all SHARCNET users. All recent and new webinars are posted on our youtube channel, http://youtube.sharcnet.ca . The links to the video recordings, slides and abstracts can be found on our online seminars page.

If you do not have headphones and or microphone, we provide a toll free number call-in option: 1-855-728-4677, ext 5542.

To receive email notifications about upcoming General Interest seminars, Summer Schools, and other training events, add your email to our Events mailing list.

Please note that times for our webinars are for the Eastern Time (EST/EDT) zone.

Unsubscribing from our mailing lists

To remove yourself from our Events mailing list, please follow these instructions:

the bottom of our Events emails);

  • At the bottom of that page, enter your email into empty field, and press the button

"Unsubscribe or edit options";

  • On the next page, click on the "Unsubscribe" button;
  • You will receive a confirmation email; click on the link there to finalize the removal

process.