Where to go for Help

Please avoid sending private emails to user support people and also, once it is on the forums, please leave the forum cc in your mail when corresponding so that people are aware that someone is looking into the issue and can also contribute.

Before you ask for help ...

  1. One thing you would want to do is to verify that the problem is reproducible on lxplus. This will also show whether the difference is because of your local desktop/cluster setup. To make the workarea visible, setup in the ~/public directory on lxplus.
  2. When you report a problem, please supply as much information as possible so that it can be reproduced and debugged - a complete recipe will save time. Here are some suggestions on information to include (where applicable):
    1. a brief description of the problem;
    2. where the job was run (interactive / grid / lxplus / desktop etc);
    3. If the job was on the grid and Panda, what is the PandaID or URL to the job.
    4. If the job failed on the grid, was it successful interactive ?
    5. If the job failed on the grid at one site, was it reproducible and could it be run on another site / cloud ?
    6. where to find your test area on lxplus where you have confirmed the problem exists if interactive;
    7. what tags you used when you sourced cmthome/setup.sh;
    8. what packages and tags you checked out and how they were compiled;
    9. what dataset you used and where it was set;
    10. any other steps you did prior to running;
    11. how the application was run interactive or submitted to the grid (what was the command you typed).
    12. Also, please see " what do we need to know?" when submitting to the ATLAS Distributed Analysis eGroups forum.
  3. You may also be asked to provide additional information about
    1. Your run-time environment: do (for bash: env; for c-shell setenv) and submit the results;
    2. The version of python you are using: do "which python; python -V" and submit the results.
  4. You can search for similar problems in the resources below, and also report your problem.

Help Resources

  1. See the "How-to" pages for Analysis and Computing.
  2. You may also find answers on the AtlasCanada/Computing Trouble-shooting page.
  3. Subscribe to e-Groups as outlined in this link; please ask questions in the appropriate e-Group forums. Note that there is also a Canadian Analysis User Support forum.
  4. For Panda or Ganga, report problems or ask questions in the Distributed Analysis Help forum.
  5. Some applications provide on-line help. For example,
    • In Ganga, type help('< command >')
    • pathena --help
    • athena --help
  6. For dq2 issues, please post in (Did you see this ATLAS Canada page and the "DQ2Clients How-to" link there ?) Questions can be posted to the Distributed Data Management Operations eGroup.
  7. ATLAS Canada Tier-1 user support monitor the Canadian Analysis User Support Forum and someone will eventually answer your questions there; however, if you have problems posting or need to contact us directly, our email address is: atlas-user-support@triumf.ca

-- AsokaDeSilva - 15 Nov 2007

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Topic revision: r10 - 2015-04-14 - IsabelTrigger
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