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Summary

The following article should be used when you have issues with the DKIST User Tools. If you’re looking for help regarding Data Center Archive Portal not functioning, please go here.

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There could be a number of reasons why the DC User Tools are not functioning. Please read through the list of possible reasons why you cannot find the data you’re looking for and assist the Help Desk in narrowing down the issue (by following the solution instructions below (in green)).

User’s computer is not connected to the internet

In order to search or download data using DC User Tools, user must have internet connectivity to the DKIST Data Center to function.

Solution:

• The DKIST Data Portal for searching and retrieving data is located at <http://dkist.data.nso.edu/>. There will be scheduled downtimes for the DC Portal for maintenance. During those times, a banner should be visible to the user noting the downtime. If the user receives an error stating that the search service is down and to try back later, please try again in a few minutes (to an hour).

  Ensure your internet connection is working fine. If link still does not work, in a separate tab, enter the search URL into http://www.isitdownrightnow.com. This should tell you if the downtime is expected.

  Please provide the following information to assist he Help Desk is tracking down the issue:

  1. Browser and version that you are using,

  2. Error message (screen shot)

Can’t request data for download even though it is available due to the following:

1. The data you have selected are still under the proprietary period and cannot be downloaded; you will need to wait until this period ends and the data become public.

Solution:

• Please see The DKIST Data Access Policy

2. The data you have selected are available, but there’s a problem.

Solution:

• Please submit a Help Desk ticket

  1. Please provide details on what data you are looking for (i.e. Proposal ID, Experiment Completion Status Notification, DC Data Availability Notification, any other details to pin down the request)

There could be a user error with the search parameters sent to the Data Center:

1. Problems with search parameters:

   1. user may not be searching correctly for data they want

   2. the search parameters may be too narrow, therefore excluding desired data

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2. Correct data are being returned, but the number of results has been limited to 1000.

Solution:

1. Be more specific in your search, for example use a smaller time range or add an extra filter.

All my plots are blank

1. Downloading of the metadata (the asdf file) and the arrays (FITS files) are two separate steps.

Solution:

• After the asdf file is loaded into a Dataset object call the Dataset.download() method to start transferring the FITS files with Globus.

• If you cannot resolve the issue yourself, please submit a Help Desk ticket.

I can’t transfer FITS files with Globus

See: My Globus download had an error - can you please help?

There could be a problem or bug in the User Tools, such as:

1. Software issue

   1. Software is not behaving correctly

   2. User Tools requests to the API could be malformed/inadequate

Solution:

• Please see the page on How do I file a Data Center User Tools bug report?

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