Commit e4fa14e7 authored by Mike Hibler's avatar Mike Hibler
Browse files

First shot at "how to report a problem"

parent fb40e9a5
......@@ -23,7 +23,8 @@
<li> <a href="#GS-4">Can I be in more than one project?</a>
<li> <a href="#GS-5">Can I change my Emulab password?</a>
<li> <a href="#GS-6">I'm a project leader. Can I designate TAs?</a>
<li> <a href="#GS-7">Where do I get help?</a>
<li> <a href="#GS-7a">How do I report a specific problem?</a>
<li> <a href="#GS-7">Where do I get more help?</a>
<li> <a href="#UTT">Using the Testbed</a>
......@@ -286,8 +287,40 @@
<a href="docwrapper.php3?docname=groups.html">Groups Tutorial</a>.
<li><a NAME="GS-7a"></a>
<font size='+1'><b>How do I report a specific problem?</b></font>
Don't hesitate to send us <a href="emailus.php3">email</a>!
Ok, hesitate just a little and read the rest of this entry first.
Before sending email, be sure to check out the
<a href="#TR">Troubleshooting</a>
entry which describes several common problems and possible causes.
If you do send email, there are several pieces of information you
should include to make our job easier.
<li> The affected <b>project and experiment name</b> is pretty obvious,
but some people forget.
<li> The particular <b>nodes, OSes, and programs</b>
involved will help us zero in on the problem more quickly.
<li> The <b>time</b> at which the problem occurred.
We need this to correlate with our various log files.
<li> Any <b>relevant observations and actions</b> you have attempted.
Did the problem only happen once? Is it reproducible? Did restarting
a program or rebooting a node help?
After sending email,
<em>please do not swap or terminate the experiment</em>, if possible.
It can be a lot harder to track down a problem after the experiment
is gone. Sometime you may need to terminate it, for example it is
in the middle of the night our time and you really need the nodes
that are tied up in the experiment. But at least give us 15 minutes
to respond to your message before acting, and then let us know that
you did swap/terminate it.
<li><a NAME="GS-7"></a>
<font size='+1'><b>Where do I get help?</b></font>
<font size='+1'><b>Where do I get more help?</b></font>
If you cannot find an answer to your question in the
<a href="doc.php3">Emulab Documentation</a>, then you can
......@@ -1145,7 +1178,8 @@
(via a link or a lan), then there are two possibilities:
either the nodes did not properly negotiate their speed and
duplex with the Cisco switch, or the physical wire is loose
or bad. In these cases, you should contact us for help.
or bad. In these cases, <a href="#GS-7a">you should contact us</a>
for help.
<li><a NAME="TR-2"></a>
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