Get Help!

Last revision May 21, 2007

On this page:

General Univ. IT
Mac/PC support
Network problems
Pangea problems
Computer cluster
GRID lab
Web pages and services
UNIX/Linux computers
CEES HPTC

The School maintains the infrastructure of the computer network and servers and provides some free assistance to users. For very complicated computer problems, particularly those related to research computers, you may be asked to supply a University financial account to be charged.

Also see the page on School information technology staff.

General University computing questions

If you have general questions about University-wide computing systems (not specific services in Earth Sciences), particularly the central email and web servers or administrative applications, first look for information on common services at the Computing and Communication website, and common problems at the Computing Self-Help website. If you can't find the answer there, use the HelpSU help system to ask a question. Either call in your problem to 5-HELP (650-725-4357), or submit a request via the web at

http://helpsu.stanford.edu/

Help with Macintosh or Windows PC Desktop/Laptop systems and peripherals

The School has contracted with the campus-wide Computer Resource Consulting group to provide in-depth hardware and software support services for Windows PC and Macintosh computers and peripherals (such as printers). Primary coverage goes to the main systems of faculty and staff and the School's computer clusters. Secondary coverage extends to other Stanford owned computers in labs and student offices. "Safety-net" help related to network connectivity, security issues, and major system malfunction is available for personally owned computers. See the complete Desktop Computing Support Policy for service details. Additional help beyond the parameters of the support policy can be hired from CRC on a time-and-materials basis.

Request desktop support help via the HelpSU system. Call 5-HELP (650-725-4357) or fill out the request form on the web at

http://helpsu.stanford.edu/

Be sure to select your department from the pull-down menu so your request will be immediately routed to our consultants. Make their lives easier by fully describing the problem, including the type of computer and operating system you are using. The consultants are paged when new requests are entered into the system, but they only see the first line or two of the problem description on the pager. So if the problem is urgent, be sure to mention that in the first sentence.

Help with the computer network and network security incidents

Kevin Tai is our 50% time Network Administrator and generally works in the afternoons. Phil Farrell provides backup. You should report network communication problems and security incidents (suspected computer virus or worm infections or hacker compromises) via email to the network manager alias, which will be automatically routed to the one who is available. Kevin Tai is also available at 650-736-8124 and Phil Farrell at 650-723-9575. Web pages describe how to register your computer on the network or request activation of another network jack in your office or lab.

Help with pangea

Phil Farrell provides primary support, with Kai Lanz as backup. Send requests via email to the pangea system manager alias, which will be automatically routed to the one who is available. Phil Farrell is also available at 650-723-9575, and Kai Lanz at 650-723-3400. There is substantial on-line documentation that will answer many of your questions about pangea services and pangea's Unix operating system.

Help with the School computer cluster in Mitchell A65

The computer teaching cluster in Mitchell A65 is managed by Phil Farrell, with assistance from a lab T.A. Report problems with the hardware or software by email to the cluster manager alias, which will be automatically routed to the one who is available. Phil Farrell is also available at 650-723-9575. Use the A-65 Room Reservation Form to reserve the computer cluster for courses and workshops, after first checking the A-65 Room Schedule to see which times are already taken.

Help with the GRID Lab in Mitchell A59

The Geo-Research, Imaging, and Design lab in Mitchell A59 is managed by Phil Farrell, with the assistance of a laboratory T.A. To report problems or suggestions with the hardware or software, send email to the GRID lab alias, which will be automatically routed to the one who is available. Phil Farrell is also available at 650-723-9575.

Help with department or research group web pages

Clay Hamilton is the School's full-time Web Producer. He is assisted by Pamela Stone who is the full-time Web Developer. They maintain the design, navigation, services, and general content of the School's web site and assist faculty, departments and research groups with their web pages. Clay is always interested in your ideas about how to improve the School and department web sites and services. You can contact him by email to the webmaster email alias. Clay Hamilton is also available at 650-723-1224.

Help with Unix or Linux computers

System Managers of Unix or Linux servers or workstations in the research groups can get consulting help from Kai Lanz via email to the UNIX/Linux support email alias. Kai is also available at 650-723-3400. Kai provides free basic help to install new Unix or Linux systems or operating system upgrades, debug problems, and modify configurations. Research groups can also hire Kai for custom scientific programming or electronic instrument design, construction, and integration.

High Productivity Technical Computing in CEES

The School of Earth Sciences Center for Computational Earth and Environmental Science maintains a High Productivity Technical Computing facility with both shared-memory multi-processor computers and distributed memory clusters to support research in Earth Sciences. Questions about access and use of the facility can be directed to the CEES System Manager, Dennis Michael. Dennis is also available at 650-723-2014.

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