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- <td class="contentTopic">
- Support for Bacula
- </td>
+ <td class="contentTopic"> Support for Bacula </td>
</tr>
<tr>
- <td class="content">
-
- Please keep in mind that we are not getting paid for this.
- Nevertheless, our desire is to see as many people using
- <b>Bacula</b> as possible. So we are very willing to
- provide a reasonable level of email support.
-
- <p>Before asking for help, it could be useful to check against the
- email archive as often solution to your problem has been discussed
- or a patch has been released. Please see:
- <a href="http://news.gmane.org/search.php?match=bacula">
- http://news.gmane.org/search.php?match=bacula</a>.
- <p>For support, send an email to
- <b>bacula-users at lists.sourceforge.net</b>, and if you are
- specific enough, some kind Bacula user will help you. The
- previous address was modified to prevent easy use by spammers.
- To use it, you must replace the <b>at</b> with an @ symbol. You
- don't need to be subscribed to the list to send an email to it.
- The users constantly monitor this list and will generally provide
- support. Please see <b>Information Needed</b> below for what to
- include in your support request. If you don't supply the necessary
- information, it will take longer to respond to your request, and
- users may be afraid to try to respond,
- if your request is too complicated and not well formulated.
- <p>I (Kern) get a number of "off-list" emails sent
- directly to me. Please always copy the appropriate list, if you
- do not copy the list, I may not answer you, or I will answer by copying
- the list. If you <em>really</em> have something confidential,
- please clearly indicate it.</p>
-
- <p>If you are looking for live-suppport you might check out our irc-channel
- in the <a href="http://www.freenode.net">Freenode</a> net, called #bacula.
-
- </td>
+ <td class="content">
+
+ Please keep in mind that we are not getting paid for this.
+ Nevertheless, our desire is to see as many people using
+ <b>Bacula</b> as possible. So we are very willing to
+ provide a reasonable level of email support.
+
+ <p>Before asking for help, it could be useful to check against the
+ email archive as often solution to your problem has been discussed
+ or a patch has been released. Please see:
+ <a href="http://news.gmane.org/search.php?match=bacula">
+ http://news.gmane.org/search.php?match=bacula</a>.
+
+ Also, if you are using Bacula in production, we highly recommend
+ subscribing to the bugs database at: <a href="http://bugs.bacula.org">
+ http://bugs.bacula.org</a> to keep informed of problems and
+ patches.
+
+ <p>For support, send an email to
+ <b>bacula-users at lists.sourceforge.net</b>, and if you are
+ specific enough, some kind Bacula user will help you. Please
+ note that if you don't at least specify what version of Bacula
+ and what platform you are using, it will not be easy to get a
+ valid answer. The email address noted above
+ was modified to prevent easy use by spammers.
+ To use it, you must replace the <b>at</b> with an @ symbol. Due
+ to the increasing volumes of spam on the list, you must
+ be subscribed to it to be able to send and email to it. The
+ link to your left entitled <b>Email Lists</b> provides links
+ to where you can subscribe to each of the Bacula email lists.
+
+ The users constantly monitor this list and will generally provide
+ support. Please see <b>Information Needed</b> below for what to
+ include in your support request. If you don't supply the necessary
+ information, it will take longer to respond to your request, and
+ users may be afraid to try to respond,
+ if your request is too complicated or not well formulated.
+
+
+ <p>I (Kern) get a number of "off-list" emails sent
+ directly to me. Unfortunately, I am no longer able to provide
+ direct user support. However, I do read all the email sent and
+ occasionally provide a tip or two. If you do send email to me,
+ please always copy the appropriate list, if you
+ do not copy the list, I may not answer you, or I will answer by copying
+ the list. If you <em>really</em> have something confidential,
+ please clearly indicate it.</p>
+
+ <p>If you send a bug report or minor enhancement request because of a
+ problem to the bacula-devel list, and you do not provide the information
+ requested below, particularly the Bacula version, it is <b>very</b>
+ frustrating for us, because it is quite often the case that your problem is
+ version dependent, and likely already fixed. In such case, we will note
+ the problem, but you will be unlikely to get a response, especially if we
+ are busy, because it forces us to first ask you what version you are using
+ (or other information), then deal with your response, thus doubling the
+ time for us. If we do ask you for information, please include <b>all</b>
+ the previous correspondence in each email, otherwise you force us to search
+ the archives to find what you previously wrote. In short, if you want a
+ response, please see "Information Needed" below.
+
+ <p>If you are looking for live-support you might check out our irc-channel
+ in the <a href="http://www.freenode.net">Freenode</a> net, called #bacula.
+
+<h3>Information Needed</h3>
+For us to respond to a bug report, we normally need the following
+as the minimum information, which you can enter into the appropriate
+fields of the bug reporting system:
+<ul>
+<li>Your operating system</li>
+<li>The version of Bacula you are using</li>
+<li>A <a href="http://www.chiark.greenend.org.uk/~sgtatham/bugs.html">clear and concise</a> description of the problem</li>
+<li>If you say "it crashes", "it doesn't work" or something
+ similar, you should include some output from Bacula that shows this.</li>
+<li>If we respond to your email, and you answer, possibly supplying more
+ information, please be sure to include the <b>full</b> text of previous
+ emails so that we have all the information in one place.</li>
+</ul>
+If you are having tape problems, please include:
+<ul>
+ <li>The kind of tape drive you have </li>
+ <li>Have you run the <b>btape</b> "test" command?</li>
+</ul>
+
+If you are having database problems, please include:
+<ul>
+ <li>The database you are using: MySQL, PostgreSQL, SQLite, SQLite3 </li>
+ <li>The version of the database you are using</li>
+</ul>
+
+The first two of these items can be fulfilled by sending
+us a copy of your <b>config.out</b> file, which is in the
+main <b>Bacula</b> source directory after you have done
+your <b>./configure</b>.
+<p>In addition, we will sometimes need a copy of your Bacula
+configuration files (especially bacula-dir.conf). If you
+think it is a configuration problem, please don't hesitate
+to send them if necessary.</td>
</tr>
+<tr>
+ <td style="font-size: 14px; padding: 0px 20px 0px 20px">
+ Please read that little Bug-Report-<a href="http://www.chiark.greenend.org.uk/~sgtatham/bugs.html">HowTo</a> as well.
+ </td>
+</tr>
+
</table>
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