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First Aid

This document explains where and how to get help with common IT problems. It is based on experiences up till 2026. Note that the IT environment is changing and evolving rapidly, and as a result these guidelines may become outdated over time.

If you encounter an IT issue, the most effective first steps depend on the system you are using and the nature of the issue. As a rule of thumb, the simpler the system and the problem, the easier it is to find a solution.

Before continuing, it may be useful to determine which category your issue falls into:

  • Desktop computers and laptops for office work
  • Laboratory computers and measurement systems
  • Servers and high-performance computing (HPC) systems

In the following sections, some of these systems and common problems are discussed. If your specific issue is not completely covered, try to find a similar situation and use that information as a starting point.

The website where you found this document also contains information on a variety of problems and frequently asked questions. Please feel free to browse through the pages or use the search box at the top of the screen. You can always find these sysman pages here:

Remember: Solving problems always takes time! Understanding this will help you work towards a solution with less frustration.

Also remember: For all problems or questions you have, keep your supervisor updated at all times. Your supervisor may already be aware of a problem or may even have a solution. Keeping them informed also helps manage expectations on both sides.

Desktop computers and laptops for office work

Some easy fixes:

  • Use the “Company Portal” to install software on your computer.
  • If you need administrator access, install “Admin by Request” and use this program to obtain temporary administrator rights.
  • Some software is also available through https://software.tudelft.nl.
  • When using a wireless network and some TU Delft web pages are not accessible, use “eduVPN” to connect to the TU Delft network through a Virtual Private Network (VPN).
  • If you need a new cable, keyboard, mouse, or other peripheral, ask Henry den Bok if he can help you.

First ask your colleagues whether they have a solution for your problem. More than once, other users have encountered the same issue and may already know how to solve it.

As all current office computers are purchased and installed by the IT department, this is usually the most logical place to seek help. In all cases, it is easiest to send an e-mail to servicedesk-tnw@tudelft.nl requesting assistance. Make sure to include:

  • The TUD or EUD number of your computer (found on the sticker attached to the device)
  • Your netid
  • A clear description of the problem
  • As much relevant detail as possible, including what you expected to happen

After receiving your e-mail, the Service Desk will create a support ticket (“call”) and send you a link to it. Through this link, you can monitor the status of your request and provide additional information or respond to questions.

If you have not received an update after one week, send a polite reminder to the same e-mail address, mentioning the call number and requesting a status update. If this does not help, you can escalate the issue to the Faculty IT Manager (FIM) by forwarding the details of your call to the appropriate contact for your faculty, listed here:

Laboratory computers

Again, ask your colleagues whether they can help you, as they may have encountered similar situations before.

The information above concerning desktop computers and laptops also applies to simple issues such as standard software installation. However, laboratory systems often involve specialized software that is not provided by the university, and hardware-related issues are more common.

In these cases, please contact Henry den Bok and ask whether he can help you find a solution. You may be advised to create a support ticket. If so, follow the instructions described above.

Henry can also help with connecting existing measurement hardware or discussing the acquisition of new hardware for measurements.

Servers

At TU Delft, three server systems can be used by our department:

ImPhys servers

These are independent servers where you can log in using ssh and start applications from the command line. More information can be found here:

If you still have questions, please contact Tibbe Höppener.

DAIC (Delft AI Cluster)

Our department has previously invested in this cluster and can therefore make use of the available resources. More information can be found here:

The contact person for this cluster within our department is Qian Tao.

DelftBlue cluster

All members of the university can use the DelftBlue cluster, which is the largest Tier-2 HPC cluster in the Netherlands. More information can be found here: