Getting Support on ALICE

From ALICE Documentation

Getting support

The Leiden University provides support for users on ALICE and can be contacted via email at (mail request).

When you send ALICE staff an email or submit a request through our ticketing system, it’s important to provide the detailed information that will help us understand your problem and find the right solutions. This will save you time.

  • Your name
  • Your account/PI

Include All Job Information

If you are trying to run a job, please include the following information:

  • Job ID
  • Lines from your Slurm file or job submission request
  • Any of the following that may be related to your problem:
    • Error messages
    • Slurm output or error files
    • Screenshots
    • Portions of your code, for example, any libraries you install or import

Include Observations about Job Runs

Finally, please tell us if there are inconsistencies, such as:

  • Did some jobs run on some nodes but not on others?
  • Is the behaviour reproducible or erratic?
  • Has the behaviour you’re experiencing changed recently? When?

If you are installing software

If you are trying to use or install software, please include:

  • Name and version of the software
  • Commands that give you an error
  • Any error messages you receive
  • A link to the website or GitHub repository you installed the software from
  • A link to the installation directions