Get Help

Quick list

Security Incident Discovery and Reporting First line of support: your VO Support Center Submit a Trouble ticket. (About tickets) Has something stopped working? Need to upgrade? Check: Operations News and Announcements Help New Users Get Jobs Running Help Site Admins Install or Upgrade to Production OSG Release Troubleshooting Guide and tips

Places to search for information: Documentation home Mailing lists For VO representatives: osg-users and its archives For resource administrators: osg-sites and its archives For VO and GUMS administrators: vo-admins and its archives I can't find what I'm looking for!

More detail: Where to address your request

NOTE

For a security incident see Incident Discovery and Reporting.

• Depending on your preliminary assessment of the nature, seriousness and urgency of the issue, try the TWiki first, starting at the Documentation Hub.
• You may find help on mailing lists, in particular: osg-general and its archives.
• Try your own VO Support Center and help infrastructure, if you have one. They will usually be best placed to escalate your issue to the appropriate entity.
• If necessary, submit a trouble ticket to the Grid Operations Center (email goc). (See below.)
• The Grid Operations Center (GOC) is staffed 24 by 7.
• For troubleshooting assistance when running jobs, see Campaign to Help New Users Get Jobs Running

If you discover shortcomings in documentation or help procedures, please invest a little time in documenting your issue and letting the party concerned know about it directly, or send it to osg-docs. We would appreciate it sincerely, as the first step to fixing a problem is knowing that it exists.

About Trouble Tickets

When to submit a trouble ticket

There are clear-cut situations that require opening a trouble ticket, and others that are ambiguous. To submit or not to submit, that is the question.

Also see Trouble Tickets.

For OSG software assistance, what information should you include?

When you submit a ticket for assistance, please make sure to include your Operating System and OSG or VDT version. Even better, if your software installation is at least partly completed, you can use vdt-system-profiler to collect information about your system that may help debug the problem.

Vdt-system-profiler creates a file called vdt-profile.txt in the current directory. This file contains all sorts of information that might be useful in debugging your problem. For example, it contains the OS, hostname, disk space, network interfaces, contents of /etc/grid-security, and the vdt-install.log, among other things. The program is a straightforward Bourne shell script, in case you're curious to see it.

The program requires VDT_LOCATION to be set, but has no other interesting requirements. If your setup file doesn't exist, you have to set VDT_LOCATION manually.

If you have a problem, submitting this file might help us shorten the debugging time a bit. Instead of us going back and forth asking questions like, "What OS are you running? What version of Pacman did you use? Are you out of disk space? Is your host multi-homed? What's in your vdt-install.log?" we can see those many of those answers up front.

Complete:
Responsible: AnneHeavey
Reviewer - date reviewed: MarciaTeckenbrock - 04 Dec 2007
Comment: links ok