Troubleshooting

If you have trouble connecting to NERSC, please contact the NERSC Consultants at 1-800-66-NERSC, menu option 3.

Some common error messages

• "Access Denied" or "Permission Denied" -This is likely a username or password problem. Make sure you are using the proper NERSC user name. You may also have too many login failures or may have been disabled due to extended inactivity. Contact the NERSC Support Office at 1-800-66-NERSC, menu option 2.

• The authenticity of host 'franklin.nersc.gov' can't be established.
  RSA key fingerprint is <omitted> 
  Are you sure you want to continue connecting (yes/no)?

  You may get this message the first time you connect to a new machine. Just type "yes" to continue.

NERSC consultants will attempt to help you solve problems concerning access to NERSC machines. However, our consultants have expertise only on software installed by NERSC and running on NERSC computers. This does not include software running locally on users' computers.

The best source of information for configuring your local computer is your local system administrator. Local coworkers can often help. Our consultants are not always able to provide help for the myriad of different programs and platforms that could be used to connect to the Internet.