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====== Get Technical Support ====== | ====== Get Technical Support ====== | ||
+ | |||
+ | ===== TL;DR ===== | ||
+ | |||
+ | {{: | ||
+ | |||
+ | If you're trying to get Synchronet technical support via //e-mail//, // | ||
+ | |||
+ | If you're trying to file a bug report or request a new feature in Synchronet, go [[https:// | ||
+ | |||
+ | ===== Overview ===== | ||
+ | |||
+ | Just as Synchronet is developed by volunteers, it is supported by volunteers. | ||
+ | |||
+ | No one is obligated to help anyone else with Synchronet. However, Synchronet sysops, users, and (especially) its developers, are usually very interested (and often feel compelled) in helping other sysops, users, and developers understand and overcome technical issues, of all kinds, related to Synchronet. These " | ||
+ | |||
+ | The primary Synchronet support-giver is also the primary developer and author of this document, [[person: | ||
+ | |||
+ | ===== Where to Find Support ===== | ||
+ | |||
+ | If you're emailing questions to [[person: | ||
+ | |||
+ | ==== Documentation (RTFM) ==== | ||
+ | |||
+ | If you already have Synchronet installed, then read the files or perform a text search in the Synchronet docs directory. The official web-site also includes the documentation files and is searchable online (thanks to Google). | ||
+ | |||
+ | If you haven' | ||
+ | |||
+ | Read the [[: | ||
+ | |||
+ | Many Synchronet documents were written by different people at different times during the now 20-year history of Synchronet and are of a different style and quality. | ||
+ | |||
+ | If you have trouble understanding a portion of a document, try reading the rest of the document to put it in context, or re-read the portion out-loud to yourself, a friend, or family member (which forces you to slow down your reading, hopefully). | ||
+ | |||
+ | ==== Discussion Groups ==== | ||
+ | |||
+ | There are a number of Synchronet-related discussion groups that are very active and you can anticipate a response quickly. | ||
+ | They include (in order of preference/ | ||
+ | |||
+ | |[[network: | ||
+ | |[[network: | ||
+ | |[[network: | ||
+ | |||
+ | Before posting a message on one of these discussion groups, it is expected that you will first search through the previously posted messages for messages related to the issue you have questions about. Your question may have already been answered recently. Several times even. | ||
+ | |||
+ | If you post a message, it is expected that you will read any replies to your message and post a reply with answers to any follow-up questions from support-givers or the results of any suggested actions by support-givers. More details about the recommended content of your message will follow later in this document. | ||
+ | |||
+ | You can access the main Synchronet support discussion groups, that are gated between [[network: | ||
+ | |||
+ | ==== Real-time Chat / Instant Messaging ==== | ||
+ | |||
+ | Unfortunately, | ||
+ | |||
+ | Synchronet Inter-BBS Instant Messaging technology is in its infancy at this time and requires direct real-time one-on-one communication between you and a support-giver of your choosing using a fairly cumbersome user interface. It's best to not use Synchronet' | ||
+ | |||
+ | The best place to find instant answers to questions is in the ''# | ||
+ | |||
+ | ===== How to Ask Questions ===== | ||
+ | |||
+ | ==== Be polite ==== | ||
+ | |||
+ | Remember, we're just volunteers, so be nice. Don't be demanding, rude, hostile, or inconsiderate. | ||
+ | This isn't to say we require excessive use of " | ||
+ | |||
+ | ==== Use proper Copy and Paste ==== | ||
+ | If you're providing textual information (e.g. error messages, log entries, configuration file contents), paste a copy of the relevant **text**, not a // | ||
+ | |||
+ | ==== Use proper spelling and grammar ==== | ||
+ | |||
+ | I (and most, if not all, Synchronet support-givers) speak English and unfortunately, | ||
+ | |||
+ | Many people don't find it necessary to type messages in complete sentences or use proper punctuation, | ||
+ | |||
+ | ==== Don't be emotional ==== | ||
+ | |||
+ | There is no point to starting off a question by explaining how frustrated or pissed-off you are, or explaining how helpless you feel. The issue is (or had better be) a technical one, not an emotional one, so it's best to just leave emotions out of it completely. | ||
+ | If you feel the necessity to express emotion, use common emoticons. | ||
+ | |||
+ | ==== No threats ==== | ||
+ | |||
+ | Threatening to shut-down your BBS or delete the software ('' | ||
+ | |||
+ | Synchronet support-givers are generally much more interested in solving a real technical problem than they are worried about making sure Synchronet continues to consume disk space and CPU cycles for some whiny system operator. | ||
+ | |||
+ | ==== Be patient ==== | ||
+ | |||
+ | Remember that this is a hobby for us too and we may not read or reply to messages right away, for a variety of reasons. There is no point expressing how " | ||
+ | |||
+ | ==== Give complete, detailed information ==== | ||
+ | |||
+ | If you're getting an error message of any kind, post the exact, complete error message from a screen capture, or copy/paste from a log file (e.g. data/ | ||
+ | |||
+ | Include the frequency of the problem (e.g. only once, every time, intermittently). | ||
+ | |||
+ | Increase your log level to " | ||
+ | |||
+ | The exact steps required to reproduce a problem can be extremely helpful in finding the root cause/ | ||
+ | |||
+ | Specify what version and revision of Synchronet you're running (e.g. " | ||
+ | |||
+ | Details about your computer (brand, model, CPU type, speed, hard disk or RAM size) are rarely useful in determining the cause of any Synchronet-related problem. These details are best left out unless specifically asked for by a support-giver. | ||
+ | |||
+ | The more complete the information you provide in your initial question, the more likely you are to get a complete and accurate answer to your question without requiring follow-up questions/ | ||
+ | |||
+ | ==== Stay on-topic ==== | ||
+ | |||
+ | Try to keep your questions to one issue per message thread/ | ||
+ | |||
+ | Post any follow-up messages by replying to your original message or a reply from a support-giver (i.e. do not start a new topic for a follow-up message). Do not change the message subject when replying to a support message. | ||
+ | |||
+ | Please do not mix " | ||
+ | |||
+ | ==== Answer any follow-up questions asked of you ==== | ||
+ | |||
+ | This may be the most important suggestion I can make. When a support-giver replies to your message with one or more questions, answer each and every question completely. Nothing frustrates me more than trying to help someone that has no problem asking questions but will not answer any questions asked of them. | ||
+ | |||
+ | Quote the pertinent parts of previous messages when replying. (i.e. when posting an answer to a question, be sure to quote the original question as well). | ||
+ | |||
+ | ==== Don't ask if you can ask for help ==== | ||
+ | |||
+ | This is especially true if requesting help on IRC. There are many talented people who are in the #synchronet channel who may be able to answer your question but they' | ||
+ | |||
+ | ==== Share the final results for others to learn from ==== | ||
+ | |||
+ | When you've taken any recommend actions, don't forget to post a follow-up message with the results of those actions. | ||
+ | If you see someone else asking the same question later, don't hesitate to become a support-giver yourself and tell them of any solutions or results you've encountered yourself. | ||
+ | |||
+ | ==== Read other articles on how to get good technical support from volunteers ==== | ||
+ | |||
+ | * [[http:// | ||
+ | * [[http:// | ||
+ | |||
+ | ==== Examples of Bad Support Questions ==== | ||
+ | |||
+ | * "hey man my bbs took a crap again." | ||
+ | |||
+ | |||
+ | ===== Thank You ===== | ||
+ | |||
+ | Thank you for taking the time to read this document. And thanks in advance for taking into consideration the recommendations made here for getting good technical suport in the future. As a nod to support-givers, | ||
===== See Also ===== | ===== See Also ===== | ||
- | * [[:howto:|howto index]] | + | * [[:faq:|Answers to Frequently Asked Questions]] |
+ | * [[: | ||
+ | * [[: | ||
+ | * [[https:// | ||
+ | * [[:howto: | ||