Access or Request Support for Advanced Research Computing (ARC) Services

Environment

Advanced Research Computing (ARC) services.

Issue

Support is needed to access or use Advanced Research Computing (ARC) services.

Resolution

Contact Advanced Research Computing (ARC)

Contact ARC support directly by emailing arc-support@umich.edu

Including as many relevant details as possible can help speed support request resolution. Important information to send in support requests could include: 

  • the resource the support request references, for example, 
    • the relevant cluster, and computing account name
    • the storage volume type, and storage volume name
  • steps that have been followed so far, or commands that were run or attempted
  • any message or error text that may have been encountered
  • for computing accounts, either the relevant current job ID, or a previous job ID; and a plain text copy of the batch script being used
  • for storage volumes, the method used for volume access

Emailing arc-support@umich.edu automatically generates a service support request. Updates and responses will be sent directly to the sender's email inbox.

Guided fields for relevant details are available by using this ARC support request web form. 

Learn more about Advanced Research Computing (ARC) services. ARC services include high-performance computing, high-performance research storage, long-term archival storage, high-security research computing instances, file transfer support to or from ARC services, machine learning consultation, ACCESS (formerly XSEDE) sponsorship support, and more. 

Support Access

ARC environments and service integrations can be complex, and all ARC environments and services are under restricted access; this means that:

  • ITS Service Center support teams who are available by phone, chat, and email are not usually able to help with ARC service issues or requests.
  • ARC does not have phone or chat support available at this time.

Any updates and replies will be sent to the email the request was generated from; also check here, and go to My Requests, to review the status of current and past support requests, or review request updates. 

  • Support requests are ideally sent from and use an @umich.edu email. Support application access, including a full history of requests that can be reviewed, is only available to requests that exist under an @umich.edu email account.
  • Michigan Medicine email accounts are not currently integrated with the support request application. Any updates and replies to requests that are sent from a Michigan Medicine email will be available through email only.

ARC, a division of ITS, collaborates closely with local unit IT to provide dedicated research computing service support. Someone from ARC, or from the team within your unit who helps support ARC service access, will respond to your question or support request; you will see that as a message in your email inbox. Support is available during weekday business hours.

Your question or support request will be reviewed and replied to as soon as possible. Contact the ITS Service Center for urgent issues, including current support requests with ARC, and Service Center staff will alert ARC support teams.

Requests can be made to schedule a remote support meeting. Following coordination or review through the initial support request, if a meeting would provide any additional help then ARC support teams will be happy to work with you to find and schedule a dedicated time.

CoderSpaces - Virtual Office Hours

Multiple ARC support team members are CoderSpaces volunteers, and are either available in virtual office hours, or help in the CoderSpaces Slack workspace.

Drop-in virtual office hours with volunteers from across the university, called CoderSpaces, is available throughout the week.

Join the CoderSpaces Slack workspace by self-joining this MCommunity CoderSpaces group. After you have joined our CoderSpaces MCommunity group then within the next 24 hours you will automatically gain access to the CoderSpaces Slack workspace. Slack workspace access is available by following the Slack Login link (from this page).

Get help with machine learning, algorithms, modeling, coding, computing on a cluster, survey sampling, using records across multiple surveys, and more. Anyone doing any type of research at any skill level is welcome!

Additional Information

Partnership Programs that give access to Advanced Research Computing (ARC) Services

There are many university programs available to eligible university members that will cover costs to ARC service resources. 

Learn about programs that are providing access to research computing services

ARC resource access

If access is needed to a specific ARC resource such as a computing (Slurm) account for a project or class, or a storage volume:

  • Contact the owner of that resource, or an ARC project administrator that has been designated by the owner, and ask them to grant you access.
  • Project owners and their designated administrators can manage resource access directly in the ARC project portal (RMP).

All access to ARC resources is restricted. Only the project owner (most often the individual faculty member or researcher who originally requested the service from ARC, and therefore "owns" that resource) or any ARC project administrators that the project owner may have designated, is authorized to grant access to an ARC service resource. They can do this directly with the Resource Management Portal (RMP). A specific resource from an ARC (Advanced Research Computing) service is for example a storage volume or a computing (Slurm) account.

Create or modify an ARC resource

  • These requests must come from the ARC project owner or one of their specifically designated administrators, and be made directly to ARC.

Contact Advanced Research Computing (ARC)

For any questions, support, or assistance with ARC services please reach out to ARC directly. 

Reach out with questions, support needs, or request other assistance with ARC services: Find out how to directly contact Advanced Research Computing (ARC).

Refer to ARC support documentation at

 

Need additional information or assistance? Contact the ITS Service Center.

Check on existing ITS support requests in the ITS Client Portal.

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