Version 1 (modified by jhickey, 9 years ago) (diff)

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Getting Help

Check out the FrequentlyAskedQuestions to see if your question has already been answered. Search is your friend.

If you do contact us, please include the following:

  • Your DETER username
  • Your project
  • Your experiment (if applicable)
    • Please include a link
    • Link format is: [experiment:pid:eid] (pid is project name, eid is experiment name)
  • A description of the problem. Be as detailed as you can. The following are all helpful:
    • What you typed or clicked, what you expected to happen as a result, and what did happen
    • Any error messages or logs (verbatim errors are best)
    • Which nodes in your experiment are having a problem (if applicable)
  • If your problem is with an experiment, please leave a copy swapped in for us (disable idle swap)

There are a number of ways to get assistance.

  • Create a trouble ticket.
    • Please login above with your DETER username and password (the ticket system currently requires a separate login).
    • Go to the new ticket page
    • Fill in as much as possible (see above)
  • The DETER staff is available for live chat in the IRC channel #DETER on irc.deterlab.net.
    • Most active M-F 10 AM - 7 PM
      • State your project, experiment and user name. If you do not provide these details, we will be unable to help you.
      • We may not respond instantly. Be patient.
        • We poll about once an hour
        • So seriously, be patient
        • If you are impatient, please file a ticket (see above).
      • If you're having a problem with an experiment, be ready to supply the information above.
    • If you do not have an IRC client installed we provide a web interface to the IRC channel.
      • You will need to be logged in to DETER to use the web interface.
  • Email testbed-ops@….
    • We strongly prefer that you open a ticket rather than emailing us
    • Even if you know specific administrator's e-mail addresses, always send your mail to testbed-ops@… in case that person is unavailable.