Hello @Laura_Harris
Yes, the tool is supported and working. It sounds like you job was queued. Try to leave queued job undisturbed. If you delete and restart, then then queuing process starts over again, and if done quickly enough, the job may never get a chance to move up and process on a cluster node.
Different tools have different processing requirements and so may route to different types of cluster nodes. Some of those nodes may be busier than others! This can change during the day and over time, and there isn’t a reliable way to estimate the wait at the individual job level.
The best advice we have is to get jobs queued (directly, or with a workflow), set with the optional notification, then to come back once the work is completed.
Many more details are in topics like these. → queued-gray-datasets
With the general process explained here.
What to do
Try to leave the newly queued job still queued so that they can process. You can queue up more work, too.
Let us know how this goes! 