Altair One HPC Support Request
The goal is to support Altair One users and run simulations uninterrupted.
When you run simulations on Altair One the default Jobs/Session apps share the ownership as a defacto administrator to provide the infrastructure for the simulation to run. In case of any issues, we would be able to best assist the customers if these are triaged in the right manner. For the support cases about jobs on Altair One, there can be the following cases depending on the job status reported in Access:
Visit the Altair Community and Support page to access the Altair Forums, user groups, knowledge base articles, and documentation.
Here is the scope of ownership to resolve the
issues:
| Reported Status | Sub-status/ Reason of error | Action Required |
| Completed | Successfully | NA |
| Completed | Solver related errors | Solver Team / User |
| Failed | Job terminated by the user (action on running jobs) | User |
| Failed | Canceled by the user | User |
| Failed | Hardware or software license checkout failed | User/Sales |
| Failed | Abrupt Termination (Memory Issue) | Altair One HPC Admin |
| Queued | For nodes to power on (Free nodes available on the cluster) | NA |
| Queued | For nodes to be free (All nodes busy) | Altair One HPC Admin |
| Waiting | Altair One HPC Admin | |
| Running | Altair One HPC Admin | |
| Hold | Altair One HPC Admin |
Job-Related Concerns
When submitting reports on job-related matters, kindly provide a clear description of
the problem. Include the following details for a quick resolution of the
issues:
| Information | Description |
| Jobs ID | Specify the Job ID |
| Appliance | Indicate if the run was on the default Jobs/Session app or the Altair One NavOps Appliance, and if using the NavOps Appliance, specify its name or ID/URL. |
| Application/Solver | Name of the solver with which the problem was encountered. |
| Action Logs | Review the action log associated with all HPC submissions from Altair Drive and attach it to your support request, as it contains crucial job details. For more information, refer to View File or Folder Activity. |
| .out, .stat, .log | Share the solver-generated files with the team for solving the issue. If these files are missing in Altair Drive please check the folder in Job Details in Access of the appliance. |
| Input Files | Share the input files to reproduce the issue. If your company's data policies prevent this, at least share the header, load step, output request, solver cards, and all other information excluding the model FE data for the reference of the Solver and Altair One HPC team. |
Issue with Appliance
Troubleshoot the broken appliance using the Manage an Appliance in Altair One NavOps.
| Information | Description |
| Appliance | Appliance Name and ID / URL |
| Activity | Error from the activity stream. |