Getting help
Mjolnir support#
Support requests go through the Support Center, reached from the Support ticket link in the main navigation on mjolnir-ucph.dk.
You sign in through the Member Portal, which keeps your account information protected and keeps each conversation together so you can follow and reply to it later.
Use it for:
- Problems using Mjolnir or HPC Analytics
- Account and access questions
- Software and module questions
- Storage or data-related issues
- Suggestions for new features or services
- Following up on requests you have already made
What goes to KU-IT instead#
VPN and general university IT problems are handled by KU-IT, not by Mjolnir:
The dividing line is straightforward: if you cannot get the VPN itself to connect, that is KU-IT. If the VPN connects and Mjolnir still will not let you in, that is Mjolnir support.
Account requests#
New accounts do not go through the Support Center — they start from the Account request link on the Mjolnir website. See Request access.
What to include in a request#
A request that includes these is usually resolved in one exchange rather than three:
- The job ID, if it concerns a job
- The exact command you ran
- The exact error text, copied rather than described
- The path involved, if it concerns files or storage
- What you expected to happen instead
Tip For a failing job, sacct -j <jobid> --format=JobID,State,Elapsed,ReqMem,MaxRSS,ExitCode gives most of what support will ask for. See Monitoring jobs.
Before you ask#
Some questions have a documented answer already:
| Question | Page |
|---|---|
| My job is stuck as PENDING | Why is my job pending? |
| Which partition or QoS should I use? | Partitions, QoS, and fairshare |
| Where do my files belong? | Where should my files go? |
| How do I move data on or off Mjolnir? | Data transfer |
| I deleted or overwrote a file | Snapshots and recovery |
| How do I connect? | VPN and SSH access |
| How do I run something? | First 15 minutes on Mjolnir |