Below is a list of the ways to resolve issues with connecting the HPC clusterslogging 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 Duo If you are locked out of the high performance computing clusters (Helium or Neon) due to Duo Security as a result of too many incorrect attempts, please unlock your Duo Security by going to the following page.HawkID:
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.uiowa.edu/
Unlock Duo
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://apps.its.uiowa.edu/uip-tools/two-step/config
Unlock HawkID:
If your HawkID is locked, you can unlock it by following the instructions from the website atsupport/article/102357
Specifically, you'll enable Duo using the configuration tool here:
https://hawkidapps.iowaits.uiowa.edu/password/apr.dll?cmd=unlock
Contacting the uip-tools/two-step/config
Contact ITS Help Desk:
If you have encounter any issues with unlocking the your HawkID or Duo Security we recommend contacting accounts, please contact the ITS Help Desk as the next fastest way to resolve the issues that you are experiencing.
Call (319) 384-HELP
Email its-helpdesk@uiowa.edu
Chat: go to this website and click chat: :
Chat: http://its.uiowa.edu/contact
Contacting the HPC team:
If
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 will escalate should refer you to the HPC team. Note that most account problems are related to either Duo or the HawkID and those are not managed by the HPC team. Thus, it is likely that you will be redirected to the Help Desk for those issues. You can also contact the HPC team directly at hpc-sysadmins@iowa.uiowa.eduResearch Services (research-computing@uiowa.edu) for additional steps.