Difference between revisions of "Support"

From Grid5000
Jump to: navigation, search
(Before asking for support)
 
Line 1: Line 1:
 +
{{Portal|User}}
 
{{Note|text=Do not hesitate to ask for support! Grid'5000 has a strong user community and a tech team to help you. Moreover, sharing problems will often leads to platform quality improvement.}}
 
{{Note|text=Do not hesitate to ask for support! Grid'5000 has a strong user community and a tech team to help you. Moreover, sharing problems will often leads to platform quality improvement.}}
  

Latest revision as of 10:41, 17 April 2019

Note.png Note

Do not hesitate to ask for support! Grid'5000 has a strong user community and a tech team to help you. Moreover, sharing problems will often leads to platform quality improvement.

Before asking for support

Before asking for support, you're advised to verify your issue is not documented somewhere on the Grid'5000 website. In particular, you should check:

Additionally, you might want to check the Bugzilla database, especially for software bugs or broken service, and previous emails sent in users mailing list (archives).

Asking

Getting help by asking the users community (e.g. to share a common issue and get answers from other users)

To get help related to Grid'5000 usage (platform usage, experimentation setup, ...), you can ask the community by sending an e-mail to the Grid'5000 users mailing list. You will probably get answers from other Grid'5000 users or from the Grid'5000 team.

This is the preferred target in order to get help on experimentation questions, unless you really think your problem neither is of scientific interest (such as a technical problem with regard to your account) nor impact others (otherwise, reporting the issue to the community would help everybody).

Contacting the tech team (e.g. to report a problem)

If you need to contact the Grid'5000 tech team directly (e.g. to report a problem you find on the platform), send an e-mail to support-staff@lists.grid5000.fr.

Bug report

If you are confident you found a bug or noticed an incident in the platform, you can also directly file it in the Grid'5000 Bugzilla.

Must do, when reporting

When reporting a problem, please try to describe it as precisely as possible. For instance, by giving the following information:

  • Use a meaningful subject in your mail/bug report.
  • Give a summary of your problem, do not just paste commands and commands output (but paste them though!).
  • Include the names of the sites involved.
  • Include the names of the nodes involved.
  • Include date and time (somebody could use that to search the logs).
  • Include OAR job id if relevant.
  • Include the exact commands you typed.
  • Include the exact output of the commands you typed.
  • Explain exactly what "does not work". Explain what you expect to happen.
  • Give some possible causes (what have you changed recently?) if you have any guess.
  • In general, give as much information as possible. If we have to complete those information, it will be a loss of time.

You may also have a look at the web page "How to Report Bugs Effectively" that is also a good help about writing useful bug reports.