Do you need help?
Please reach out to us at firstname.lastname@example.org for enquiries concerning:
- Compute and storage allocations
- Resource applications
- User accounts and access
You can also explore answers to common queries and find solutions in our FAQ section below.
Requests for technical support or issues with the infrastructure or software are handled by our technical team.
Support Services and Response Times
Support requests are added to an issue tracker (ticket system) that is staffed with skilled operators. The staff provide first-line assistance to all users, including user access and password administration to HPC and data storage projects on the national e-infrastructure resources.
The support staff is on call Monday-Friday and follows regular office hours. Short staffing during holidays may cause deviations in opening hours. Users will receive a response within hours during normal work hours or at the latest the following working day.
Frequently Asked Questions (FAQ)
How do I log in to the systems?
You find information about how you can log in to our system in the Getting Started section in the Technical documentation.
Why can´t I log into the resources?
There may be several reasons for this. If you recently changed your password, please wait up to one hour before logging in.
If you still cannot log in, verify that your username and password are correct. You may do so by trying to log in to the resource administration system.
If this does not work, you could try resetting your password.
In case you have tried the above without success, please contact support at email@example.com.
How can I get access to a project or another system?
If you already have a user account, you can be added directly by the project leaders.
If you don`t have a user account, you can apply for one by following the instructions: How to apply for a user account.
What are the allocation periods?
The allocation periods are split into two.
They are referred to by the year they start, and suffixed with the number 1 or 2 to indicate if it is the first og second period of the year.
To show an example, period 2024.1 starts on 1 April and ends on 30 September 2024. Period 2024.2, starts on 1 October 2024 and ends on 31 March 2025.
Periods always follow this logic:
- Periods ending with ".1" start on 1 April and end on 30 September.
- Periods ending with ".2" start on 1 October and end on 31 March.
We need a valid application for each period. It is not possible to transfer unused CPU hours between periods.
Please refer to the call for each period for more details.
What does "This user does not have information about current affiliation" mean?
This message means that the affiliation has expired in our resource administration system.
Please contact support on firstname.lastname@example.org with information about your current affiliation to get this updated.
We normally request the following:
- E-mail address
- Mobile phone number
How do I get access to national LUMI projects?
You can apply for a project at LUMI through our regular application procedure, through metacenter.no.
If you would like access to an existing project, your PI must send an email with your contact details to us. Please send a list of "email - name - nationality" to email@example.com with the subject "<your-project-number e.g.,nn0000k> add project member in LUMI".
I didn`t receive, or have forgotten, my user name
To find your username:
1. Log into the Puhuri portal using your MyAccessID account.
2. In the top right corner, find your profile and click “Credentials > Remote accounts”.
3. If a LUMI username has been assigned to you, it will be listed on this page.
If no username is listed on this page, then see: I was invited to a LUMI project, but I cannot log in to LUMI or find the project in the Puhuri portal below.
I am invited to a LUMI project but cannot log in to LUMI, or find the project in the Puhuri portal
Find the invitation email to the project containing the invitation link and click this link (again).
Now you should have access to the project. If the link has expired you must contact us at firstname.lastname@example.org.
Sometimes, the invitation process is interrupted for new users who need to create an account. Clicking the link again after completing the registration process should resolve the issue. If not, please contact us using the email address mentioned above.
What is the difference between Puhuri and LUMI?
The Puhuri portal is where you administer* your Norwegian LUMI projects.
MyAccessID is an IAM service used by Puhuri and LUMI provided by GEANT.
*Puhuri functionality is being integrated into our national resource administration system.