Getting Help

General Resource Support

For questions or issues you encounter while using ICRN, please submit a support request by emailing [email protected]. Your email will initiate a ticket that NCSA staff will use to help you.

To help NCSA staff efficiently address your request, in your initial email, please include:

• A descriptive subject line starting with “ICRN” (for example, “ICRN: Permission denied error loading numpy package”)

• In the email body, include:

  • Your NetID.

  • What web browser were you using.

  • Which server you were using (Python, R, or PyTorch).

  • Approximately when (date/time) the issue occurred.

  • What you were trying to do and how you tried to do it.

  • Why you think it isn’t working.

  • Commands or scripts you ran, in enough detail to reproduce the problem (screenshots are ok).

  • The output and/or error messages you got (screenshots are ok).

  • Did you install any packages or extensions? If so, which ones?

  • If your command or script worked in the past, when did it stop working?

  • Any other approaches you’ve tried.

  • Any other information you think might be relevant.

If you have multiple, unrelated issues, please create a separate ticket for each by sending separate emails.

You will receive email correspondence as your ticket is worked on, please respond to any questions that are asked.

Consulting Services

Illinois researchers can request research consulting services from NCSA experts through the Illinois Computes program. These services can help with things like optimizing and modernizing existing code, visual data analysis, finding research solutions to complex questions, and much more! For more details, visit the Illinois Computes Expertise & User Support page.