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Getting Support

Requesting Support from DEUCALION

If you encounter any issues or need support, please follow the steps below to ensure a swift resolution.

How to Request Support

To request support, send an email to: deucalion@support.macc.fccn.pt

What to Include in Your Email

  • Clear Subject Line: Use a clear and concise subject line that describes the issue or what you need help with.
  • Project Grant Number: If possible, include your project grant number.
  • User Name: Include your username in the email.
  • Description of the Problem: Provide a detailed description of the issue you are facing. Include all relevant information and any error logs.

Important Guidelines

  • Avoid Multiple Tickets: Do not open multiple support tickets for the same issue. Keep the communication within the same email thread until the issue is resolved.
  • Provide All Necessary Information: Ensure that your initial email contains all the necessary information and logs to help us understand and resolve your issue efficiently.

Following these guidelines will help us provide you with the best possible support experience. Thank you for your cooperation.

Example Support Request

Subject Line

Unable to Connect via SSH to DEUCALION Server

Email Body

Dear Support Team,

I am experiencing an issue with connecting to the DEUCALION
server via SSH. Below are the details of the problem:

**User Name**: john_doe

**Project Grant Number**: PGN-123456

**Description of the Problem**:
I have been trying to connect to the server using SSH for
the past two days without success. I am receiving the
following error message:

ssh: connect to host login.deucalion.macc.fccn.pt port 22: Connection timed out

I have ensured that my internet connection is stable and
that the SSH client is configured correctly. I have also
 tried connecting from different networks but
 encountered the same issue.

**Logs**:
- Attempted on: 2024-06-01 14:30 UTC
- Error Log: `ssh -v user@login.deucalion.macc.fccn.pt`

OpenSSH_8.1p1, LibreSSL 2.7.3
debug1: Reading configuration data /etc/ssh/ssh_config
debug1: Connecting to login.deucalion.macc.fccn.pt [XXX.XXX.XXX.XXX] port 22.
debug1: connect to address XXX.XXX.XXX.XXX port 22: Connection timed out
ssh: connect to host login.deucalion.macc.fccn.pt port 22: Connection timed out


Please assist me in resolving this issue at your earliest convenience.

Thank you.

Best regards,
John Doe

By providing all necessary information upfront, you help us expedite the resolution process. Thank you for following the guidelines.