| 4 | | |
| 5 | | === Getting Help === |
| 6 | | |
| 7 | | Check out the FrequentlyAskedQuestions to see if your question has already been answered. [/search Search] is your friend. |
| 8 | | |
| 9 | | If you do contact us, please include the following: |
| 10 | | * Your DETER username |
| 11 | | * Your project |
| 12 | | * Your experiment (if applicable) |
| 13 | | * Please include a link |
| 14 | | * Link format is: {{{ [experiment:pid:eid] }}} (pid is project name, eid is experiment name) |
| 15 | | * A description of the problem. Be as detailed as you can. The following are all helpful: |
| 16 | | * What you typed or clicked, what you expected to happen as a result, and what did happen |
| 17 | | * Any error messages or logs (verbatim errors are best) |
| 18 | | * Which nodes in your experiment are having a problem (if applicable) |
| 19 | | * If your problem is with an experiment, please leave a copy swapped in for us (disable idle swap) |
| 20 | | |
| 21 | | There are a number of ways to get assistance. |
| 22 | | |
| 23 | | * Create a trouble ticket. |
| 24 | | * Please login above with your DETER username and password (the ticket system currently requires a separate login). |
| 25 | | * Go to [https://trac.deterlab.net/newticket the new ticket page] |
| 26 | | * Fill in as much as possible (see above) |
| 27 | | |
| 28 | | * The DETER staff is available for live chat in the IRC channel [irc://irc.deterlab.net/%23DETER #DETER on irc.deterlab.net]. |
| 29 | | * Most active M-F 10 AM - 7 PM |
| 30 | | * State your project, experiment and user name. If you do not provide these details, we will be unable to help you. |
| 31 | | * We may not respond instantly. Be patient. |
| 32 | | * We poll about once an hour |
| 33 | | * So seriously, be patient |
| 34 | | * If you are impatient, please file a ticket (see above). |
| 35 | | * If you're having a problem with an experiment, be ready to supply the information above. |
| 36 | | * 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]. |
| 37 | | * You will need to be logged in to DETER to use the web interface. |
| 38 | | * Email testbed-ops@isi.deterlab.net. |
| 39 | | * We strongly prefer that you open a ticket rather than emailing us |
| 40 | | * 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. |
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