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Contact Support

The Rescale Help Center is the recommended way to reach Rescale Support. From it you can search the knowledge base, submit a new ticket, track your existing tickets, and (if you are an organization administrator) review tickets opened by other members of your organization. This page walks you through opening a ticket, picking the right support portal for your platform, and sharing a job with Support so an engineer can debug it directly.

Opening the Help Center​

The Help Center is built into the Rescale platform.

  1. Log in to your Rescale platform. Which URL you use depends on your organization's region and compliance regime: see platform regions.
  2. In the lower-left corner of the platform, click the Help dropdown.
  3. Select Help Center.
The Help menu sits at the bottom of the left navigation.

The Help Center opens in a new tab with product documentation, knowledge base articles, best practices, debugging and troubleshooting guides, and video tutorials. Use the search bar to find an article before opening a ticket, since many common issues already have a documented fix.

Search the knowledge base before opening a ticket. Many issues already have a documented fix.

Submitting a ticket​

From the Help Center you can open a new ticket and track any tickets you already have in flight.

Submit a Ticket, in the Help Center header.
  1. In the Help Center, click Submit a Ticket.
  2. Fill out the form with your issue. Include the job ID or workstation ID, a description of what you expected, what happened instead, and any error messages.
  3. Submit the form. Rescale creates a ticket ID and a support engineer follows up by email to help resolve the issue.
The request form. Include the job or workstation ID so an engineer can find the run.

If you are an organization administrator, the Help Center also lets you view tickets other members of your organization have opened, which is useful for triaging access, licensing, and billing issues centrally.

Picking the right portal​

Your support portal depends on whether your organization uses the commercial platforms or a government/ITAR platform. Submitting to the wrong portal delays your response, because the ticket has to be manually rerouted to meet security compliance.

Commercial customers. If you access Rescale through one of these platform URLs, use Submit a Commercial Support Request:

  • platform.rescale.com
  • eu.rescale.com
  • platform.rescale.jp
  • kr.rescale.com

Government and ITAR customers. If you work inside a restricted environment on one of these, use Submit a Government/ITAR Support Request:

  • itar.rescale-gov.com
  • itar.rescale.com
Route to the correct portal

Tickets submitted through the wrong portal (for example, an ITAR user submitting through the commercial portal) take longer to resolve because they are manually rerouted. If you are unsure which portal to use, check the URL you log in to and match it against the lists above.

Sharing a job with Support​

Rescale Support cannot see your jobs or files by default. When a ticket is about a specific run, share that job with Support so an engineer can open it directly.

  1. Go to the Jobs list on the platform.
  2. Find the job and click Share in its row, or open the job page and click Share there.
  3. In the share dialog, select the Support tab.
  4. Check the Rescale Support box.
  5. If a specific engineer asked for the job, type their name in the message field and include a short description of the issue.
  6. Click Share.

The job, including every input and output file, becomes accessible to Rescale Support. Reference the job ID in your ticket so the engineer knows which job to look at.

For high performance storage (HPS) issues, you can share the HPS device with Support using the same pattern from the device page, which is often easier than re-sharing every job that uses the mount.

Support sharing is per job. A Workspace Folder cannot be shared with Support, so if several jobs are involved, share each one.

Un-sharing after resolution​

When the ticket is closed, revoke Support's access so they no longer see the job:

  1. Open the share dialog for the job.
  2. Go to the Share with Support tab.
  3. Clear the Rescale Support checkbox.

See Sharing for the full revocation workflow, including how to remove access for teammates.

Capturing diagnostic data​

For browser-side issues (login failures, UI errors, slow page loads), Support may ask you to capture a HAR file from your browser. The Help Center has a step-by-step article on recording and exporting a HAR file from Chrome or Chromium. Attach the HAR file to your ticket so Support can see the exact network traffic your browser produced.