= 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 Search]. [[TOC]] == 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 [https://trac.deterlab.net/newticket 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 [irc://irc.deterlab.net/%23DETER #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 [https://www.isi.deterlab.net/deterchat.php3 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@isi.deterlab.net. * Always send your mail to testbed-ops@isi.deterlab.net and not just to the person who responded to you. That way we can still help you in case that person is unavailable.