Getting Support on ALICE

Getting support

The Leiden University provides support for users on ALICE and can be contacted via email at helpdesk@alice.leidenuniv.nl (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