Getting help

phone Call 303-497-2400  walker Walk-in ML 1B - Help Desk Suite 31, Consulting Suite 55

Submit a request | Help Desk and Consulting | Computing assistance | Data help


Submit a request

Effective October 29, 2019, CISL provides two service desk portals to help users quickly find the information or help they need. Users can submit help requests as well as search by keyword for Knowledge Base articles and links to relevant documentation. Log in with your UCAR username and CIT password. If you do not have a CIT password, call CISL at 303-497-2400.

NCAR Research Computing: This portal provides help with Cheyenne, Casper, and related data storage systems such as GLADE and Campaign Storage.

Staff Support: This portal is for use by CISL personnel and NCAR directorate staff who need workstation support, and by UCAR staff who need support for enterprise IT services operated by CISL. All staff members can get support with business applications and UCAR IT services through this portal.


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 personnel best qualified to assist you.

Support for emergencies is available 24x7. Routine help is available between 7:30 a.m. and 5 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 Digital Asset Services Hub (DASH) provides guidance and training, search and discovery, and access services for open access digital assets from NCAR and UCAR Community Programs (UCP), including data sets, publications, software, and models.

    The Research Data Archive (RDA) 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.


    Feedback

    Please use this form to make suggestions for improving our user documentation or other support and services. We appreciate your feedback.