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:

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://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

Contact ITS Help Desk:

If you encounter any issues unlocking your HawkID or Duo accounts, please contact the ITS Help Desk:

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.

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