Contact Us

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 zoom.png.
    • 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.