Help Desk

DKRZ help desk is the primary contact for all questions regarding DKRZ systems and services.

Hint

Trouble logging into the HPC system? You might have to verify your account at luv.dkrz.de.

We offer:

  • First level support for all questions and problems in usage of DKRZ systems

    • login and account

    • HLRE project administration

    • general Linux/UNIX problems

  • Extended second level support

    • Individual personal advice on the use of our systems

    • Help with porting your applications to our systems

    • Conceptual guidance on parallelization and optimization strategies for your code, specifically with respect to our HPC systems.

  • Support and cooperation projects with regard to the visualization of your data

Contact / Requests

You can contact our user support at:

support@dkrz.de

via phone number

+49 40 / 460094 275

or personally at DKRZ room number 218/219, preferably during the following hours:

  • Monday through Thursday: 10:00-11:30 and 13:30-16:00

  • Friday: 10:00-11:30 and 13:30-15:00

Information we need to help with your request

You can reduce the time required to solve your problem by including all relevant information into your request. The breadth of topics we deal with makes it difficult to be very specific but here is some information we often have to ask for.

Software problems (crash, malfunction, etc.)

Please be as specific as you can. In most cases we will need to reproduce your problem in order to help.

  • Detailed description of the problem incuding error logs, job scripts

  • Where did it happen: Job ID, Node (if not in job)

  • If the error happened with your self-compiled software/model

    • Source code

    • Instructions how to build the software

    • Instructions and data to run the software and reproduce the error

Problem with your user account

You can only request support for your own user account. Please provide

  • Username

  • Detailed description of the problem incuding error logs

    • For problems with ssh, use the -vvv option

  • Login node where you experienced the problem

  • Time of the problem

  • Project ID if relevant