FAQ

FAQ and Troubleshooting

This page answers common questions and provides basic troubleshooting steps for the eResearch Resource Allocation System.

Login and Access

I cannot log in with AAF. What should I check?

• Confirm you are visiting the correct URL: https://allocation.erc.monash.edu/.
• Make sure you clicked Login with AAF (OIDC).
• Verify you can log in to other AAF-enabled services with the same credentials.
• If you have recently changed your institutional password, log out of all browser sessions and try again.

If login still fails, capture any error messages and contact your local IT support or the eResearch Centre.

I logged in but I do not see any projects.

• Check whether you have created a project yet using Project → New Project.
• If you expect to be a member of an existing project, ask the project leader to confirm that your account has been added as a member in the portal.
• Ensure you are using the correct institutional identity (some users have multiple affiliations).

Projects

Why can’t I edit some project details?

• Only project leaders (or designated roles) may edit certain fields.
• Some information may be locked once allocations or services have been created.
• If you believe something should be editable, contact eResearch support.

My project end date is incorrect. How can I update it?

• Open the project from My Projects and check whether the end date is editable on the project or service.
• If the field is read-only, you may need to request an extension through the portal or via a support ticket.

M3 Service

How long does M3 service approval take?

• Most requests are reviewed within a small number of business days.
• During peak periods, processing may take longer.
• If your request has been Pending approval for an extended period, contact eResearch support and include your project code and service details.

The service is Provisioned, but I still cannot log in to M3.

• Confirm you are a member of the M3 service on the project page.
• Log out and back in via AAF to ensure your identity is refreshed.
• If the problem persists, provide the exact error message to support.

A member left the project. How do I remove their access?

• Open the project, scroll to Project Services, and click Manage Membership for the M3 service.
• Remove the user from the members list.
• Changes may take a short time to propagate to the underlying HPC systems.

Getting Help

If you encounter issues that are not covered here:

• Use the Support ticket link in the portal header, if available, or
• Contact the Monash eResearch Centre via the usual support channels.

When logging a ticket, include:

• Your project code.
• The service (for example, M3).
• Screenshots of the problem (including status values).
• The time and date the issue occurred.

Providing detailed information will help support staff resolve your issue more quickly.