Support (FAQ)

Frequently Asked Questions for Support within Westgrid

How can I request new software?

For commercial software requests, please visit the Commercial Software Request page and fill out the form.  This will be submitted to the support team for review.

For open-source software, please write to support@westgrid.ca with your request, and if possible, give an indication of which system you think is most appropriate.

 


Updated 2012-02-01.

I'm having problems connecting to one of the WestGrid resources

If you are having connection issues, first check the WestGrid System Notices page for any known issues/outages that may be affecting your connection.

First-time WestGrid users should read the section on connecting in the QuickStart Guide for New Users.

If there are no known issues, your connection problem may be related to Domain Name System (DNS). To successfully connect to WestGrid systems, your computer's IP address must be correctly registered in the DNS. To test whether your IP address is suitable, visit http://westgrid.ca/iptest. If the test page reports that your IP address is not correctly registered, you will have to contact your local network administrator to have your computer added to the DNS.

If the test page reports that your "DNS is OK" and you continue to have issues logging in - or if you require any further information about how to connect to WestGrid, send an email to support@westgrid.ca .

I've forgotten my password, can someone send me/reset my password?

For security reasons, no one at WestGrid knows your password.

If you are sure that you have forgotten your password, we need to relay a temporary password to you by telephone. Send an email to accounts@westgrid.ca and we will give you appropriate telephone numbers that you can use to contact a WestGrid account administrator.  When you phone you will be given a temporary password that you use to log in to

https://portal.westgrid.ca/account/reset.php .

Through that page you will be able to choose a new permanent password.   Clicking on the Reset Password button starts a chain of events through which your password will be reset on all the WestGrid systems for which you have an account and a request is sent in for a new Grid Canada grid certificate as well.

It is helpful if you have a web browser open to the above web page when you call.


Updated 2012-06-13.

Syndicate content