Possible login problems¶

See here how to get support from the support team.

Make sure you are in a network which has permission to access ASC or you are connected via wireguard.
If you are not inside a partner university network, connect to said network via VPN or use a wireguard connection.
Check if you can reach other servers/websites independent from ASC.
Check if our login nodes are up and running on our status page
Try different login nodes.
If none of that is valid, contact us via support ticket.

Jupyterhub cannot be reached¶

Jupyterhub is reachable from every network, no VPN or campus network is needed.
Check if you can reach other servers/websites independent from ASC.
Contact support team via ticket.

Connection closed or refused¶

This is often a faulty login node, just try again or try a specific node.
If it still does not work, contact via support.

Username unknown or not accepted¶

Make sure you have a user (the one for the service website is a different one).
Make sure you typed correctly.
Make sure you use the correct user (you might have several on ASC, or accidentally use the one from your institution).
If none of that is valid, contact us via support ticket.

Password not accepted¶

Make sure you typed correctly.
Make sure you use the correct user (you might have several on ASC, or accidentally use the one from your institution).
Ask your project manager/PI if your project or user is still active (or check yourself on the service page if you are the manager).
If you are not sure you remember correctly, ask your project manager to reset your password.
If none of that is valid, contact us via support ticket.

OTP is never received¶

Check if you have cellular connection (data connection is not needed).
Reboot your phone.
Check if your messenger has a spam folder.
If none of that is valid, contact us via support ticket.

foreign numbers

Normally, non-austrian numbers work as well, but sometimes text messaging might be delayed or some roaming problems may occur. The following countries have failed very often in our experience: Italy, China, Iran

Yubikey

If you are using a Yubikey as OTP, contact us to have it re-synced.

OTP is not accepted¶

Make sure the spelling is correct.
Check if the login attempt and the OTP reception are longer apart than 10 minutes (it is only valid for 10 minutes after you entered the password).
If none of that is valid, contact us via support ticket.

HOME directory or home environment not present.¶

The node might be broken, try another node to log in.
Otherwise, contact us via support ticket.