Contact

Requests for assistance with HPC resources have been integrated into the campus-wide ServiceNow system. To have a service ticket created automatically and assigned to the HPC staff, email hpc@njit.edu. Before requesting assistance, we encourage you to take a look at the relevant documentation on this site.

For prompt response, please consider the following when submitting a ticket.

  • Email Subject

    • Very short summary of the issue as a subject, examples:
      • Lochness: Unable to submit jobs to public partition
      • Lochness: Job error - no space on disk
      • Lochness: Jobs are getting killed

  • Email Content

    • JOB NUMBER
    • System, Software and Partition where you are having an issue.
    • Detailed description of your issue including modules loaded, and location of input, output and error files.
    • If you have an error to report, paste the error message. Do not take a snapshot and upload the image.
    • An image is not helpful when a long string of characters including directory path or file names needs to be copied.
    • Anything else that you think may be necessary for us to understand and find a resolution to your issue.

  • Software requests

    • Submit a request for HPC Software Installation by visiting the Service Catalog
    • Note: Users should consider installing software in their home directory especially Python and R packages. See Building your own for instructions on using conda or mamba. If you encounter issues, consider asking for help above rather than requesting a software install.
    • You will need to enter the following information
      • Name of software and URL to download.
      • If software is behind a paywall or account, please download the software, copy it over to lochness and provide location from where we can copy it for installation.

  • Account requests

    • Requests for an account must come from faculty advisors by sending an email to hpc@njit.edu including the UCIDs for the accounts to be created.
    • Students making requests should add their faculty advisor to the request. Requests will only be approved after confirmation by faculty advisor.
    • To use HPC in courses, the course instructor should submit a request and include UCID's for the accounts to be created.
    • Guest Accounts: Faculty can use Service Now to request Guest Access on HPC resources only for their external collaborators for a period of 1 year (can be renewed annually).

  • Storage Requests

    • Requests for storage must come from faculty advisors by sending an email to hpc@njit.edu. The request should include the amount of storage needed.

  • Consultations

    • During the migration, HPC leadership will host office hours for faculty and PIs. These can be virtual or in person at GITC 2200. Please sign up here.
    • We also provide one-on-one consultations for HPC related issues. Schedule an appointment directly from Calendar. Please note that, when requesting assistance provide the information described above (where applicable), so we can most effectively assist you. Before requesting one-on-one consultations, please send you query to hpc@njit.edu, so that an incident number will be created which is required to schedule an appointment.