Troubleshooting

General

As the SCC Team is quite small, we can only provide limited support. Of course, we are here to help you. But we kindly ask you to:

  1. Read this documentation provided on this website.
  2. Go through this troubleshooting guide in which we cover the most common issues and how to solve them.
  3. Provide us with all the necessary details when you contact us.

Never share your password!

Never share your password with anyone, including the SCC Team.

We might ask you for your username, but never ever for your password!!

Common Issues

VPN connection problems

I cannot connect to the VPN at all

Please check:

  1. Is your internet connection working? Can you access other websites?
  2. What is the error message you get when trying to connect to the VPN?
    1. If it says something like "Authentication failed", please check that you are using the correct username and password.
    2. If it says something with "Timeout" or "Network unreachable":
    3. Please recheck your internet connection.
    4. Make sure that your firewall or network settings allow VPN connections.
    5. Are you using the latest .ovpn profile file?
    6. Restart your computer and try again.
    7. If you use Mac OSX, please try the solution described here

If it still does not work, please retrieve the logs from your OpenVPN client and contact us on the Support Matrix Channel.

SSH / OpenOndemand connection problems

Please check:

  1. Are you really connected to the VPN? Check the OpenVPN client status.
  2. Try to login to one of the login nodes via SSH. For instance: ssh YOUR_USERNAME@login01.int.scc.plus.ac.at
    1. If you get a timeout a "network unreachable" error or "cannot resolve hostname", your VPN connection is not working properly. Please recheck your VPN connection.
    2. If you are asked for your username and password and it fails after that, please recheck your username and password. If you have lost your password, please contact us on the Support Matrix Channel and we can reset it for you.
    3. Also, try to connect to a different login node. As a reminder, the login nodes are:
      • login01.int.scc.plus.ac.at
      • login02.int.scc.plus.ac.at
      • login03.int.scc.plus.ac.at

If it still does not work, we need the following information in order to help you:

  • Your operating system and its version.
  • The OpenVPN client logs. You can usually retrieve them from the OpenVPN client application.
  • Please run: ssh -vv YOUR_USERNAME@login01.int.scc.plus.ac.at. If it asks for your username and password, try to log in. Provide us with the complete output.
  • Depending on your operating system, please also provide us with the output of the following commands:
    • Linux: ip a and ip r
    • Mac OSX: ifconfig and netstat -nr
    • Windows: ipconfig /all and route print

Slurm / Job submission problems

In this case, please check with squeue -u YOUR_USERNAME if your job is still in the queue or if it has already run.

If it is still in the queue, it also shows you the reason why it is not running. Please check the Slurm Introduction for more information on how to interpret these reasons.

If you need further help, please provide us with the following information:

  1. The output of squeue -u YOUR_USERNAME
  2. Note down the JOBID and then run scontrol show job JOBID and provide us with the complete output.
  3. Provide us with the content of your job submission script.
  4. Provide us with the output files of your job (i.e. JOBID.out and JOBID.err if applicable).