From 5fb3705c50337522b2cbc12aa826cbf33cec0911 Mon Sep 17 00:00:00 2001 From: Kathryn Baker Date: Mon, 3 Nov 2025 12:29:04 +0000 Subject: [PATCH 1/2] Update to unable to connect to NDX guidance Mention of VNC over RDP, and inclusion of options for DRAC restart after an in-cycle call lead to confusion --- doc/Providing-Support.md | 7 +++++-- 1 file changed, 5 insertions(+), 2 deletions(-) diff --git a/doc/Providing-Support.md b/doc/Providing-Support.md index 069b068cb..5a4e8f3db 100644 --- a/doc/Providing-Support.md +++ b/doc/Providing-Support.md @@ -97,9 +97,12 @@ There are a number of tips for [trouble shooting](#all_troubleshooting_links) al - out of hours, if in cycle then in zoom phone call "ISIS IT Infrastructure on-call" (phone number 94499) - If attempting to connect to EMMA, remember the -A 1. Unable to connect to NDX via RDP - - Try yourself to RDP, if you can ask reporter to try again, if they can't it is a connectivity issue for the system they are using to site, in hours refer them to the service desk, out of hours this is best efforts. Check the ISIS Computing O365 SharePoint for more information. + - This is no longer an option, please use VNC + - If they don't know the password, check that they are an instrument scientist with appropriate access to the information required. If they are not an instrument scientist ask them to contact their local contact to resolve this. If they are, add them to the appropriate group if they are the local contact for this experiment + 1. Unable to connect to NDX via VNC - Check ping to the NDX, and to the NDH - - If there are any issues with these pings, you can check DRAC. [Basic DRAC information here](https://stfc365.sharepoint.com/sites/ISISExperimentControls/SitePages/Getting%20to%20Instrument%20DRACs.aspx) and instrument [DRAC IDs here](https://stfc365.sharepoint.com/sites/ISISExperimentControls/Lists/Instrument%20Control%20Computers/AllItems.aspx). + - If there are any issues with these pings, you can check DRAC. [Basic DRAC information here](https://stfc365.sharepoint.com/sites/ISISExperimentControls/SitePages/Getting%20to%20Instrument%20DRACs.aspx) and instrument [DRAC IDs here](https://stfc365.sharepoint.com/sites/ISISExperimentControls/Lists/Instrument%20Control%20Computers/AllItems.aspx). It is worth following the DRAC connections + - If you are restarting via the DRAC, using `power cycle system (cold reboot)` shoule bring the system back 1. Wrong password entered too many times on anything other than NDX - We can't resolve this From 6e6aa7644ed90d8e20b7287a8ba7f95be288f699 Mon Sep 17 00:00:00 2001 From: Kathryn Baker Date: Mon, 3 Nov 2025 12:33:16 +0000 Subject: [PATCH 2/2] Update Providing-Support.md --- doc/Providing-Support.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/Providing-Support.md b/doc/Providing-Support.md index 5a4e8f3db..b61e52603 100644 --- a/doc/Providing-Support.md +++ b/doc/Providing-Support.md @@ -102,7 +102,7 @@ There are a number of tips for [trouble shooting](#all_troubleshooting_links) al 1. Unable to connect to NDX via VNC - Check ping to the NDX, and to the NDH - If there are any issues with these pings, you can check DRAC. [Basic DRAC information here](https://stfc365.sharepoint.com/sites/ISISExperimentControls/SitePages/Getting%20to%20Instrument%20DRACs.aspx) and instrument [DRAC IDs here](https://stfc365.sharepoint.com/sites/ISISExperimentControls/Lists/Instrument%20Control%20Computers/AllItems.aspx). It is worth following the DRAC connections - - If you are restarting via the DRAC, using `power cycle system (cold reboot)` shoule bring the system back + - If you are restarting via the DRAC, using `power cycle system (cold reboot)` should bring the system back 1. Wrong password entered too many times on anything other than NDX - We can't resolve this