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In order for us to help troubleshoot your issues, please provide as many details as possible when you contact us for help.

Example details to include:

  • Your username
  • Name of the computer
  • Computer/desk location
  • Connection method (in person? remotely via ssh? VNC? NoMachine?)
  • Full Path to relevant files
  • Name and version of software being used
  • Exact command syntax you’ve run
  • Verbatim error messages

Whenever possible please copy from the terminal, including your prompt, your syntax, the full output and paste into email. Please avoid sending screenshots.

To get help, email us at help@nmr.mgh.harvard.edu. We process 2000 emails per month on average so the more details you can provide in the initial email the better.

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