Support
Currently, a split support model is in place. See Creating a IT ticket best practices for how to structure a support request and collect necessary input information.
- Write to naf(dash)helpdesk(at)desy(dot)de in case of account or facility problems
Typical issues: forgot password, system slow, local disk full, batch jobs failing, missing system software, ...
Facility Support Mail Local part @ desy.de facility issues naf-helpdesk "
Write to naf(dash)YOURVO(dash)support(at)desy(dot)de ... where YOURVO is atlas, cms, ilc, lhcb or belle
Typical issues: too few space on DUST, need help with experiment software, …
Experiment Mail Local part @ desy.de ATLAS naf-atlas-support " Belle II naf-belle-support " CMS naf-cms-support " ILC naf-ilc-support " LHCb naf-lhcb-support " ... ...
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FAQ Frequently Asked Questions:
How to structure a support request
Creating a IT ticket best practices
How to report storage issues?
Look at the form here: Reporting Storage Issues
Last time it worked, but now ...
- Nearly all changes in the NAF are done via rpm updates, you can check with:
rpm -qa -last You can have a look, if the changes have time correlation with your problems.
- Check for announces you got from naf-announce(AT)desy(DOT)de
- If you are using an interactive node, check with top, ps the state of the machine
- If you find nothing, and it is a NAF-specific problem, contact support for help ... see below
The workgroup servers are slow, especially they are not very responsive
- You might have symbolic links to /pnfs/... or /scratch/... in your current directory, which might be $HOME. This is generally a bad idea. You should not have links in your home directory.
- You should access /pnfs/.... (i.e. dCache) via other means, please refer to these pages to get more details about working with dCache.
The machine is slow
- If the WGS is slow or is getting slow, there are several things you can have a look at:
- To look for reasons:
top, ps, sar, vmstat, dstat, last. Look at the man-pages for further information. - Go to another machine. Please have a look at the monitoring pages to get insight on how other WGS are currently loaded.
- If you find a single user producing the problems, mail to your naf-<vo>-support. If there is nothing explaining the "slowness", please contact the naf-helpdesk@desy.de.