Getting help

phone Call 303-497-2400   Send an email   ticket Submit a help ticket   Walk-in: ML 1B Suite 55

 

Help Desk and Consulting

The User Services Section provides help desk and consulting services, documentation, and training for users of the computational and data storage resources that CISL manages.

When you contact us by phone, email, help ticket, or in person, the Help Desk team responds or refers your request to the CISL personnel best qualified to assist you.

Support for emergencies is available 24x7; routine help is available between 7:30 a.m. and 5:30 p.m. Mountain time, Monday through Friday, except for holidays. Our consultants are on duty 8 a.m. to 5 p.m. Mountain time, Monday through Friday.

Computing assistance

If you have a particularly difficult computing problem, CISL staff may need to re-create the situation to fully analyze it and develop a solution.

Take these steps to help us resolve such situations most efficiently:

  1. Prepare instructions that are sufficient to run the code on a system with the same architecture and system software as what you are using.
  2. Let us know if your code requires use of a third-party software library such as NetCDF.
  3. If the code is parallel, include information about the number of processors on which it runs and what must be done to change processor counts. For example, does the code require recompiling? What restrictions are there on processor counts?
  4. Provide sample output and describe how it is produced. Do you expect identical results if the code runs on a different number of processors? If not, what difference do you expect?
  5. Provide any other information that you think might be useful for analyzing and debugging the problem.

Data help

The Research Data Archive staff provides a number of services in support of data needs. Resources include search capabilities for finding data, tools to operate on a variety of data formats, and ancillary services to support unique user needs.