Use this form to request support for NAISS systems and services (including the SUPR portal itself).
If you have multiple issues that are not related, please use the form multiple times, once for each issue.
If you can login to SUPR, please use the button below before you fill in the rest of the form. You will not have to enter name and email manually, and you will get help selecting the relevant project.
Login to SUPR
Select the problem type that best describes what you want support for. If no other type
is appropriate, select Other issues.
If you have problems with two-factor authentication (TOTP) for SUPR, please use the
Logging in to or using two-factor authentication for the SUPR portal problem type.
Centre and Resource
You have selected that your problem is with SUPR (the
portal you are interacting with now). If it is still in some
way related to a centre or resource in SUPR, you can select
that below (but you do not have to).
If your problem is related to centre resources instead of
SUPR itself, please select another Problem Type above.
If your problem is related to a specific resource at a
centre, select that. If your problem is related to multiple
resources at a centre (or no resource listed here at all),
select the centre and mention the resources in the problem
description below.
Please take a look at the
support page for C3SE
and documentation linked from that.
Please take a look at the
support page for HPC2N
and documentation linked from that.
For issues related to the LUMI
system (logging in, using the system, etc.), please
use the appropriate contact form at
LUMI User Support
to request help directly from the LUMI User Support Team. Do not submit the support
request in SUPR.
If you have problems related to SUPR (for example linking your MyAccessID identity or handling
project membership) or resource allocation for Swedish LUMI projects, please go ahead and
submit your support request here.
Please take a look at the
support page for LUNARC
and documentation linked from that.
Please take a look at the
support page for NSC
and documentation linked from that.
Please take a look at the
support page for PDC
and documentation linked from that.
Please take a look at the
support page for SSC
and documentation linked from that.
Please take a look at the
support page for Swestore
and documentation linked from that.
Please take a look at the
support page for UPPMAX
and documentation linked from that.
If your problem is related to a specific project, enter the project name (something like "NAISS 2023/99-42" or a similar short name for centre local projects).
You may select up to five categories related to your problem
from a list
of programming languages, software tools
and frameworks. Doing this helps us route the support request to
the right people.
Provide a concise one-line summary of your problem. It will be used
as the subject line in emails about this problem. A good summary makes
it easier for the issue to reach the correct persons.
Do not use only generic phrases like "Help", "Problem", "Question", etc.
When you select a Problem Type we will provide specific questions here to guide you.
Provide more information about your login problem:
- What operating system are you using on the computer you connect from?
- What client software are you using (OpenSSH, putty, Thinlinc, ...)?
- What server name are you trying to connect to?
- What user name are your trying to login to?
- How does the login fail? What error message do you get?
- When did you last attempt a login (an exact time will help with checking server logs)?
- What IP address did your computer have at that time?
- Do not tell us your password!
Provide more information about your problem with running jobs:
- What did you do? Can you include a sequence of commands to type from a fresh login as your user to get to the point where the problem is seen?
- Please provide full paths to submit files, input/output files, error files etc. Please do not change the files until the support staff have had a chance to look at them.
- What did you expect would happen?
- What did happen instead? What error messages did you get?
- What job IDs were involved (if you got that far)?
Provide more information about your problem with installed software:
- What software (name and version) do you have problems with?
- What module did you load (if any) to get access to the software?
- What other modules did you have loaded (provide the output from module list)?
- What did you do? Can you include a sequence of commands to type from a fresh login as your user to get to the point where the problem is seen?
- Please provide full paths to submit files, input/output files, error files etc. Please do not change the files until the support staff have had a chance to look at them.
- What did you expect would happen?
- What did happen instead? What error messages did you get?
Provide more information about your software request:
- What software would you like to have installed?
- Why do you need the software?
- Where can the software be downloaded (provide a URL)?
- What type of license is the software covered under?
- If it is a proprietary license, do you have access to a license that you are allowed to use at the centre?
- What version (or versions if more than one is OK) do you need?
- Have you tried installing the software yourself?
- Are you aware of other users at the centre that would also benefit from an installation of this software?
Provide more information about your storage problem:
- What storage area do you have problems with (directory name or similar)?
- How are you trying to access the storage (directly on a cluster, remote via some protocol, ...)?
- What did you do? Can you include a sequence of commands to type from a fresh login as your user to get to the point where the problem is seen?
- What did you expect would happen?
- What did happen instead? What error messages did you get?
Note: for most project types, to get a substantial extension
of your project, you will need to register a new proposal in
SUPR and mark it as a continuation of your current project.
Provide more information about your resource allocation problem:
- What kind of resource are you lacking (core-hours? disk space? something else?)
- Do you need a later end date for some resource? To when?
- Do you need an increase of the allocation? How much?
- Why do you need it?
Please note that requests for additional resources typically need to be done by the project PI or proxy.
Provide more information about your problem with using the SUPR portal:
- What are you trying to do in SUPR?
- What actions did you take?
- What did you expect would happen?
- What did happen instead? What error messages did you get?
Provide more information about your problem with logging in to or using two-factor authentication for the SUPR portal itself:
- Do you have problems with your login (federation, email and password, client certificate)?
- Do you have problems with two-factor authentication? If so:
- Do you have a two-factor code for SUPR in your authenticator app?
- Is the clock correct on the device running your authenticator app?
Provide more information about your question, problem, request
or feedback:
