Version 3 (modified by jhickey, 9 years ago) (diff)

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Getting Help with DETER

What to do first if you are having trouble?

Check out the FrequentlyAskedQuestions to see if your question has already been answered. You can also search the documentation and trouble tickets with Search.

Information we need from you when you contact us.

Taking a few moments to properly document what you are having trouble with will help in getting your problem addresses quickly.

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)

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)

Try DETER Chat

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. We poll about once an hour, so be patient.
    • If you are impatient, please file a ticket (see above).
  • State your project, experiment and user name. If you do not provide these details, we will be unable to help you.
  • 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

We strongly prefer that you open a ticket rather than emailing us, but DETER testbed operations can be reached at testbed-ops@….

  • Always send your mail to testbed-ops@… and not just to the person who responded to you. That way we can still help you in case that person is unavailable.