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Support (FAQ)

For security reasons, no one at WestGrid knows your password.

If you are sure that you have forgotten your password, we need to relay a temporary password to you by telephone. Send an email to accounts@westgrid.ca and we will give you appropriate telephone numbers that you can use to contact a WestGrid account administrator.  When you phone you will be given a temporary password that you use to log in to

https://portal.westgrid.ca/account/reset.php .

Through that page you will be able to choose a new permanent password.   Clicking on the Reset Password button starts a chain of events through which your password will be reset on all the WestGrid systems for which you have an account and a request is sent in for a new Grid Canada grid certificate as well.

It is helpful if you have a web browser open to the above web page when you call.

If you have forgotten your password and you have three security questions on file, you can click the Forgotten Password page link on the portal sign in page. You will immediately receive an email with a URL. Please note that the URL will only be valid for one hour.

Security questions will be collected during account creation, renewal, or by logging into the WestGrid portal and adding them.

If you are having connection issues, first check the WestGrid System Status page for any known issues/outages that may be affecting your connection.

First-time WestGrid users should read the section on connecting in the QuickStart Guide for New Users.

If there are no known issues, your connection problem may be related to Domain Name System (DNS). To successfully connect to WestGrid systems, your computer's IP address must be correctly registered in the DNS. To test whether your IP address is suitable, visit http://westgrid.ca/iptest. If the test page reports that your IP address is not correctly registered, you will have to contact your local network administrator to have your computer added to the DNS.

If the test page reports that your "DNS is OK" and you continue to have issues logging in - or if you require any further information about how to connect to WestGrid, send an email to support@westgrid.ca .

For commercial software requests, please visit the Commercial Software Request page and fill out the form.  This will be submitted to the support team for review.

For open-source software, please write to support@westgrid.ca with your request, and if possible, give an indication of which system you think is most appropriate.

Send email to support@westgrid.ca.  We have a group of expert Support Analysts who monitor that mailing list and can respond to any questions.  Please include the name of the system you're using and your WestGrid username.

CLICK HERE for a handout of common pbs script commands, environment variables, job monitoring commands, cluster and group information. 

There are also a number of commands that can be used to monitor job queues and machines (CLICK HERE for a Summary Sheet of common job monitoring commands).

You may also refer to the Running Jobs Page and Job Monitoring Page for a description of the general features of job scripts, how to submit them for execution and how to monitor their progress.

As some of the commands, sample scripts and usage policies vary from one WestGrid system to another, please consult the QuickStart Guide for the particular system on which you are working for additional details.