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.