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howto:support [2010/02/25 00:50] – Links to network:usenset changed to network:usenet digitalman | howto:support [2022/04/28 17:01] – Add link to gitlab issues digital man | ||
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====== Get Technical Support ====== | ====== Get Technical Support ====== | ||
- | ===== Overview | + | ===== TL;DR ===== |
- | Support is on a Voluntary Basis | + | {{: |
+ | |||
+ | 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. | Just as Synchronet is developed by volunteers, it is supported by volunteers. | ||
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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 " | 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: | + | The primary Synchronet support-giver is also the primary developer and author of this document, [[person: |
===== Where to Find Support ===== | ===== Where to Find Support ===== | ||
+ | |||
+ | If you're emailing questions to [[person: | ||
==== Documentation (RTFM) ==== | ==== Documentation (RTFM) ==== | ||
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If you haven' | If you haven' | ||
- | Read the answers to frequently asked questions (FAQs). | + | Read the [[: |
- | Many Synchronet documents were written by different people at different times during the 10-year history of Synchronet and are of a different style and quality. | + | 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). | 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). | ||
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There are a number of Synchronet-related discussion groups that are very active and you can anticipate a response quickly. | There are a number of Synchronet-related discussion groups that are very active and you can anticipate a response quickly. | ||
- | They include: | + | They include |
- | ^USENET | + | |[[network:DOVE-Net]] |
- | |DOVE-Net | + | |[[network: |
- | |FidoNet | + | |[[network:FidoNet |
- | |Yahoo! Group |Synchronet BBS Discussion Group| | + | |
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. | 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. | ||
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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. | 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 DOVE-Net, USENET, and FidoNet, on Vertrauen via HTTP, NNTP, Telnet, or Gopher. You will need to create and login with a valid user account (e.g. not Guest/ | + | You can access the main Synchronet support discussion groups, that are gated between |
==== Real-time Chat / Instant Messaging ==== | ==== Real-time Chat / Instant Messaging ==== | ||
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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' | 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 #bbs or #synchronet channels on [[network:usenet|Synchronet IRC network]] at [[irc://irc.synchro.net:6667]]. | + | The best place to find instant answers to questions is in the '' |
===== How to Ask Questions ===== | ===== How to Ask Questions ===== | ||
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This isn't to say we require excessive use of " | 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 ==== | ==== Use proper spelling and grammar ==== | ||
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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. | 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. | + | If you feel the necessity to express emotion, use common emoticons. |
==== No threats ==== | ==== No threats ==== | ||
- | Threatening to shut-down your BBS or delete the software ("rm -rf sbbs") if you don't receive immediate help with some problem is less likely to motivate Synchronet support-givers than simply describing the problem in detail. | + | 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. | 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. | ||
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Include the frequency of the problem (e.g. only once, every time, intermittently). | 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/ | The exact steps required to reproduce a problem can be extremely helpful in finding the root cause/ | ||
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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). | 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 ==== | ==== Share the final results for others to learn from ==== | ||
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* "hey man my bbs took a crap again." | * "hey man my bbs took a crap again." | ||
- | + | ||
===== Thank You ===== | ===== Thank You ===== | ||
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===== See Also ===== | ===== See Also ===== | ||
+ | * [[: | ||
+ | * [[: | ||
+ | * [[: | ||
+ | * [[https:// | ||
* [[: | * [[: | ||