User Support

This page acts as a portal to support researchers using the national e-infrastructure.

Frequently asked questions

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. Otherwise you may apply for access.

I forgot my password, how can i get a new one?

As long as you have a valid mobile phone number registered with us, and an active access to any of the systems, you may reset your password via our self-service portal.

How do i log in to the systems?

Useful information, including how to log in, is available in our technical documentation on the page Getting started.

I can't log in to the resources. Why?

There can be multiple reasons for this.
If you recently changed your password, please wait up to one hour before trying to log in.
 

I still can't log in.
First, verify that your username and password is correct. You may do so by trying to log in on this page.
If that does not work, you could try resetting your password.

In case you have tried the above without success, please contact support on sigma2@uninett.no and we'll gladly look into the matter for you.

What does "This user does not have information about current affiliation" on metacenter.no mean?

Your affiliation has expired in our system. There are a few reasons for this.

Please contact support on sigma2@uninett.no with information about your current affiliation to get this updated.
We normally request the following:

  • Organization/institute
  • Position
  • E-mail address
  • Mobile phone number

What are the allocation periods?

The allocation periods are split into two:

Periods ending in .1 starts 1 April and ends 30 September.
Periods ending in .2 starts 1 October and ends 31 March.

They are prefixed with the year they start, so for example period 2021.1 starts 1 April and ends 30 September, 2021.

A valid application is needed for each period. Please refer to the call for each period for more details.
Notice that it is not possible to transfer unused CPU-hours between periods.

Contact information for support

Technical support
Requests for assistance or issues with the infrastructure, software etc. should be sent to the technical team in metacenter on the address below.

  • support@nris.no

Administrative support
Requests in regard to computing and storage resources, in addition to user accounts should be sent to the address below, as Sigma2 provides support services for all issues related to administration of the national resource allocation. 

  • sigma2@uninett.no

Support requests are added to an issue tracker (ticket system) that is staffed with skilled operators from NRIS. 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 follow 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.

 

How to write good support requests

Writing good support requests is of great importance, both for the support team as well as the user.

Writing support requests: Good practices