Below is a list of the ways to resolve issues logging into HPC and similar computing platforms in ITS Research Services, listed in order from the fastest to slowest way to have your issue resolved.
Most account-related login problems on these systems are caused either by your HawkID becoming locked or by your Duo Security account separately becoming locked. Both must be functioning correctly in order for you to log into the computing platforms. Research Services does not manage either service and generally cannot address system-specific login issues specific unless both are functional. Therefore, start by ensuring they're working correctly.
Unlock HawkID:If your HawkID is locked, you can unlock it by following the instructions from the website at
Your HawkID may become locked if you provide an incorrect password too many times. You can use the HawkID web tools here to check its status and unlock it:
https://hawkid.iowa.uiowa.edu/password/apr.dll?cmd=unlock
Unlock Duo
If you are locked out of the high performance computing clusters (Helium or Neon) due to Duo Security as a result of incorrect passcode, please unlock your Duo Security by going to the following page.Whether your HawkID is locked or not, your Duo Security account may separately become disabled if too many Duo challenges timeout or otherwise fail. You can unlock your Duo account as described here:
https://its.uiowa.edu/support/article/102357
Specifically, you'll enable Duo using the configuration tool here:
https://apps.its.uiowa.edu/uip-tools/two-step/config
Contacting HelpDeskContact ITS Help Desk:
If you have encounter any issues with unlocking the your HawkID or Duo Security and want to contact accounts, please contact the ITS Help Desk, you can do so in the following three ways:
Call (319) 384-HELP
Email its-helpdesk@uiowa.edu
Chat: go to this website and click chat: http://its.uiowa.edu/contact
Email: its-helpdesk@uiowa.edu
Phone: (319) 384-HELP
Contact Research Services:
If issues persist after ensuring your HawkID and Duo accounts are working, and the ITS Help Desk is unable to assist you further, they should refer you to Research Services (research-computing@uiowa.edu) for additional steps.