Each of the major VSC-institutions has its own user support:

What information should I provide when contacting user support?

When you submit a support request, it helps if you always provide:

  1. your VSC user ID (or VUB userid if you experience trouble on the VUB cluster and used your institute ID),
  2. contact information - it helps to specify your preferred mail address and phone number for contact,
  3. an informative subject line for your request,
  4. the time the problem occurred,
  5. the steps you took to resolve the problem.

Below, you will find more useful information you can provide for various categories of problems you may encounter. Although it may seem like more work to you, it will often save a few iterations and get your problem solved faster.

If you have problems logging in to the system

then provide the following information:

  1. your operating system (e.g., Linux, Windows, MacOS X, ...),
  2. your client software (e.g., PuTTY, OpenSSH, ...),
  3. your location (e.g., on campus, at home, abroad),
  4. whether the problem is systematic (how many times did you try, over which period) or intermittent,
  5. any error messages shown by the client software, or an error log if it is available.

If installed software malfunctions/crashes

then provide the following information:

  1. the name of the application (e.g., Ansys, Matlab, R, ...),
  2. the module(s) you load to use the software (e.g., R/3.1.2-intel-2015a),
  3. the error message the application produces,
  4. whether the error is reproducible,
  5. if possible, a procedure and data to reproduce the problem,
  6. if the application was run as a job, the jobID(s) of (un)successful runs.

If your own software malfunctions/crashes

then provide the following information:

  1. the location of the source code,
  2. the error message produced at build time or runtime,
  3. the toolchain and other module(s) you load to build the software (e.g., intel/2015a with HDF5/1.8.4-intel-2015a),
  4. if possible and applicable, a procedure and data to reproduce the problem,
  5. if the software was run as a job, the jobID(s) of (un)successful runs.