| | 1 | = Getting Help = |
| | 2 | |
| | 3 | Check out the FrequentlyAskedQuestions to see if your question has already been answered. [/search Search] is your friend. |
| | 4 | |
| | 5 | If you do contact us, please include the following: |
| | 6 | * Your DETER username |
| | 7 | * Your project |
| | 8 | * Your experiment (if applicable) |
| | 9 | * Please include a link |
| | 10 | * Link format is: {{{ [experiment:pid:eid] }}} (pid is project name, eid is experiment name) |
| | 11 | * A description of the problem. Be as detailed as you can. The following are all helpful: |
| | 12 | * What you typed or clicked, what you expected to happen as a result, and what did happen |
| | 13 | * Any error messages or logs (verbatim errors are best) |
| | 14 | * Which nodes in your experiment are having a problem (if applicable) |
| | 15 | * If your problem is with an experiment, please leave a copy swapped in for us (disable idle swap) |
| | 16 | |
| | 17 | There are a number of ways to get assistance. |
| | 18 | |
| | 19 | * Create a trouble ticket. |
| | 20 | * Please login above with your DETER username and password (the ticket system currently requires a separate login). |
| | 21 | * Go to [https://trac.deterlab.net/newticket the new ticket page] |
| | 22 | * Fill in as much as possible (see above) |
| | 23 | |
| | 24 | * The DETER staff is available for live chat in the IRC channel [irc://irc.deterlab.net/%23DETER #DETER on irc.deterlab.net]. |
| | 25 | * Most active M-F 10 AM - 7 PM |
| | 26 | * State your project, experiment and user name. If you do not provide these details, we will be unable to help you. |
| | 27 | * We may not respond instantly. Be patient. |
| | 28 | * We poll about once an hour |
| | 29 | * So seriously, be patient |
| | 30 | * If you are impatient, please file a ticket (see above). |
| | 31 | * If you're having a problem with an experiment, be ready to supply the information above. |
| | 32 | * If you do not have an IRC client installed we provide a web interface to the [https://www.isi.deterlab.net/deterchat.php3 IRC channel]. |
| | 33 | * You will need to be logged in to DETER to use the web interface. |
| | 34 | * Email testbed-ops@isi.deterlab.net. |
| | 35 | * We strongly prefer that you open a ticket rather than emailing us |
| | 36 | * Even if you know specific administrator's e-mail addresses, always send your mail to testbed-ops@isi.deterlab.net in case that person is unavailable. |
