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howto:support [2010/02/25 12:31] digitalmanhowto:support [2020/06/15 09:32] – Added "dont ask to ask for help' section. nelgin
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 ===== Overview ===== ===== Overview =====
- 
-Support is on a Voluntary Basis 
  
 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 "support-givers" are strictly volunteers, spontaneously giving of their free time, to help others enjoy Synchronet as much as possible. 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 "support-givers" are strictly volunteers, spontaneously giving of their free time, to help others enjoy Synchronet as much as possible.
  
-The primary Synchronet support-giver is also the primary developer and author of this document, [[person:digital man|Rob Swindell]] (AKA digital man). Generally speaking, the information provided by me can be trusted to be the most accurate and researched. I do my best to provide complete and accurate answers to questions, and no one is more intimate with the inner-workings of Synchronet than I. However, I discourage direct e-mail support as we want others to be able to learn from the questions and experiences of others, as well as give an opportunity for other Synchronet support-givers to field questions as much as possible.+The primary Synchronet support-giver is also the primary developer and author of this document, [[person:digital man|Rob Swindell]] (AKA digital man). Generally speaking, the information provided by me can be trusted to be the most accurate and researched. I do my best to provide complete and accurate answers to questions, and no one is more intimate with the inner-workings of Synchronet than I. However, I **discourage direct e-mail support** as we want others to be able to learn from the questions and experiences of others, as well as give an opportunity for other Synchronet support-givers to field questions as much as possible.
  
 ===== Where to Find Support ===== ===== Where to Find Support =====
 +
 +If you're emailing questions to [[person:digital man]], you're probably doing it wrong.
  
 ==== Documentation (RTFM) ==== ==== Documentation (RTFM) ====
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 They include (in order of preference/popularity): They include (in order of preference/popularity):
  
-|[[network:USENET]]       |''alt.bbs.synchronet''| 
 |[[network:DOVE-Net]]     |[[http://vert.synchro.net/msgs/msgs.ssjs?msg_sub=sync|Synchronet Discussion]], Synchronet Sysops, and [[http://vert.synchro.net/msgs/msgs.ssjs?msg_sub=syncprog|Synchronet Programming]]| |[[network:DOVE-Net]]     |[[http://vert.synchro.net/msgs/msgs.ssjs?msg_sub=sync|Synchronet Discussion]], Synchronet Sysops, and [[http://vert.synchro.net/msgs/msgs.ssjs?msg_sub=syncprog|Synchronet Programming]]|
 +|[[network:USENET]]       |''[[https://groups.google.com/forum/#!forum/alt.bbs.synchronet|alt.bbs.synchronet]]''|
 |[[network:FidoNet ]]     |SYNCHRONET, SYNC_SYSOPS, and SYNC_PROGRAMMING| |[[network:FidoNet ]]     |SYNCHRONET, SYNC_SYSOPS, and SYNC_PROGRAMMING|
-|[[http://tech.groups.yahoo.com/group/synchronet/|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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 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's IM technology for technical support at this time. Synchronet support-givers are generally not reachable using other Instant Message technologies. 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's IM technology for technical support at this time. Synchronet support-givers are generally not reachable using other Instant Message technologies.
  
-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 ''#bbs'' or ''#synchronet'' channels on the [[network:irc.synchro.net|Synchronet IRC network]].
  
 ===== How to Ask Questions ===== ===== How to Ask Questions =====
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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 "Debug" (e.g. in your ''[[dir:ctrl]]/[[config:sbbs.ini]]'' file) to include the maximum about of verbosity in copy and pasted log messages.
  
 The exact steps required to reproduce a problem can be extremely helpful in finding the root cause/solution to a problem. The exact steps required to reproduce a problem can be extremely helpful in finding the root cause/solution to a problem.
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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're not always at the computer. Ask your question and wait patiently, you may be asked follow up questions but it may take a few hours for the person who can solve your problem to come online. If you don't get an answer, try again later or post your question in one of the Synchronet discussion boards. 
 ==== 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 =====
 +  * [[:faq:|Answers to Frequently Asked Questions]]
 +  * [[:network:irc.synchro.net]]
 +  * [[:network:DOVE-Net]]
   * [[:howto:|HowTo index]]   * [[:howto:|HowTo index]]
  
howto/support.txt · Last modified: 2022/04/28 17:01 by digital man
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