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(Getting Help)
 
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=== Attending SHARCNET Webinars ===
 
=== Attending SHARCNET Webinars ===
 
{{:Attending SHARCNET Webinars}}
 
{{:Attending SHARCNET Webinars}}
 
=== Unsubscribing from our mailing lists ===
 
To remove yourself from our Events mailing list, please follow these instructions:
 
 
* 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 14:48, 1 October 2020


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.

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, 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 support@computecanada.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.

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 Webinar, general interest talks, etc.) using Zoom. Zoom can be used by either installing an app (available for Windows, Mac, Linux etc), or running it in a browser (no installation required). A (free) Zoom account is required for attending our webinars. The Zoom link is provided on the event page in our Events calendar, https://www.sharcnet.ca/my/news/calendar .

Please note that if your device has a microphone (highly recommended) and/or webcam, they will be used by Zoom to transmit your audio and video to all seminar participants. They are normally off by default, but you can enable them by clicking on a corresponding button at the bottom of your Zoom window - but only when allowed by the host. Normally we do not allow attendees to use their mikes during the webinar, but we have special time for questions and answers at the end of each webinar when the mikes can be enabled. Generally, please keep your mike muted (and webcam disabled) unless you want to ask a question.

We normally record our seminars, and make them available to all SHARCNET users. The recordings 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.

To subscribe to our events mailing list (which advertises upcoming webinars, summer schools and such), send an email to

events+subscribe@sharcnet.ca

To unsubscribe, send an email to

events+unsubscribe@sharcnet.ca