Support
If you have questions or run into problems, you can create a support ticket by sending an email with your question or problem to the appropriate email address in the table below or use one of our support email templates below. This ensures that your request can easily be directed to an expert for your topic of inquiry.
Alternatively, you can reach us and other users via our #hpc-users Matrix room. It is a group chat, where a community of HPC users and experts can exchange information and is a good place to ask or learn about current temporary issues, outages, and ongoing maintenance. You can ask about any kind of issue, but if the answer is more involved or we need to know (or reveal) personal information in order to answer, we will ask you to write a ticket instead.
For urgent support, GWDG offers a general hotline: +49 551 39-30000.
We are here to support you personally.
While we do not currently offer dedicated phone support for HPC, we can call you back for urgent requests.
Put [URGENT] into the subject line of your message and include your phone number.
We will get back to you as soon as possible.
Please use the urgent tag sparingly and include as much concrete information (see below) as you can, to help us find the right person for your inquiry.
| Email Address | Purpose |
|---|---|
| hpc-support@gwdg.de | General questions and problems (when in doubt, use this) |
| nhr-support@gwdg.de | for NHR users |
| kisski-support@gwdg.de | for KISSKI users |
| support@gwdg.de | Non-HPC issues (e.g. VPN) |
When contacting our support, please always include as much relevant information as possible:
- Your username!
- What login node(s) you were using
- Which modules you loaded
- The exact commands you were running
- If you have a problem with your jobs,
- include the job ID and
- the complete standard output and error (
-o/-e <file>).
- If you have a lot of failed jobs, send at least two outputs. You can also list the job IDs of all failed jobs to help us even more with understanding your problem.
- If you do not mind us looking at your files, please state this in your request. You can limit your permission to specific directories or files.
- Please open a new ticket for each issue. It is easier for us to merge two tickets if necessary than to split them up.
Announcement emails and archives
Any significant changes to our systems, downtimes, maintenance, etc. are announced via our mailing lists. Please do not ignore these emails, they often contain important information you need to know when using our HPC systems!
You can find an archive of each announcement sent via the respective mailing list under the following links:
- hpc-announce-scc
- hpc-announce-nhr
- hpc-announce-kisski
- Older SCC announcements (before June 2024): hpc-announce