.. index:: support

.. _getting_support:

Getting support
###############

LAVA is free software and is provided "as is" without warranty of any
kind. Support is offered using the methods below and we will try to
help resolve queries.

Whenever you look for support for LAVA, there are some guidelines
to follow:

.. index::
   single: pastebin
   single: support guidelines

.. _guidelines:

Guidelines
**********

* If you are having problems, it may be helpful to check the mailing
  list archives **first** - somebody else may have already seen and solved
  a similar problem.
* Avoid putting LAVA job output directly into your email to a list or
  IRC channel. Mailing list posts can include a few lines but not IRC.
* If you are using LAVA V1, rather than LAVA V2, you need to
  **always** re-run your test with ``logging_level: DEBUG`` if
  you have not done so already.
* Always use a `pastebin`_ for log output, and include a link to the
  paste in your post. Pastebin services are provided online by
  multiple people. Some are open to anyone, such as `pastebin.com
  <http://pastebin.com/>`_ and `paste.debian.net
  <https://paste.debian.net/>`_. Others (like the internal Linaro
  pastebin) are restricted and will require users to
  `register`_. Pastes will typically expire automatically, depending
  on the options selected by the user creating the paste.
* Paste content from the complete log, not the summary, so that you
  get the complete lines.
* Include the job definition you used, either in this paste or another
  paste.
* If you are administering your own instance, also include the device
  type template and an export of the device dictionary.
* Provide details of which server you are using (with a URL
  if it is publicly visible or a version string from the documentation
  pages if not) and details of the actual device(s) in use.

.. _register: https://register.linaro.org/

.. _pastebin: https://en.wikipedia.org/wiki/Pastebin

.. index:: mailing list

.. _mailing_lists:

Mailing lists
*************

The primary method for support for LAVA is our mailing lists.

A few guidelines apply to all such lists:

* Reply to the list, adding the submitter in CC where appropriate.
* If your job uses URLs which are not visible to the rest of the list,
  include a rough outline of how those were built and what versions of tools
  were used.
* Avoid `top posting <https://en.wikipedia.org/wiki/Posting_style#Top-posting>`_.
* Always provide as much context as you can when phrasing your question
  to the list.

.. index:: lava-users support

.. _lava_users:

lava-users
==========

The `lava-users <https://lists.linaro.org/mailman/listinfo/lava-users>`_
mailing list concentrates on support for current LAVA tests, involving
test writers, individual admins and LAVA developers. Users are
encouraged to contribute to answer queries from other users.

.. index:: lava-devel support

.. _lava_devel:

lava-devel
==========

``lava-devel`` is an alias to `linaro-validation <https://lists.linaro.org/mailman/listinfo/linaro-validation>`_
and is aimed at supporting test writers and admins who are adapting to the
LAVA V2 support and discussions relating to announcements from the
LAVA developers. Replies to the :ref:`lava_announce` list are directed here.

.. index:: lava-announce list

.. _lava_announce:

lava-announce
=============

Subscribing to the `lava-announce <https://lists.linaro.org/mailman/listinfo/lava-announce>`_
list is recommended for **everyone** using LAVA, whether writing tests
or viewing reports or administering a LAVA instance.

As the work on LAVA V2 continues, it will become increasingly important
that **all** users of LAVA are aware of the upcoming changes, new methods
available in the refactoring and the removal of old methods.

Replies to this list are sent to the :ref:`lava_devel` list - if you are
not subscribed to ``lava-devel``, please ask other users to CC you on
replies.

.. index:: irc

IRC
***

`IRC <https://en.wikipedia.org/wiki/Internet_Relay_Chat>`_ is a common
support method for developers. Our team is spread geographically
around the world, with some members in Europe, America and Asia. We
are usually talking on our IRC channel ``#linaro-lava`` on
``irc.freenode.net``.

:ref:`guidelines` apply to IRC as well:

* Use a proxy or other service which keeps you connected to IRC. Developers
  are based in multiple timezones and not everyone can answer all queries.
  Therefore, you may have to wait several hours until the relevant
  person or people are awake. Check back for replies on the channel
  intermittently. If you disconnect, you will **not** see any replies
  sent whilst you were disconnected from the channel.
* Ask your question, do not wait to see people joining or
  talking. Don't ask if you may ask a question!
* As with mailing lists, it is even more important with IRC that you
  **always** use a pastebin. See :ref:`guidelines`.
* Do not assume that the person someone else spoke to last is also able
  to answer your question.
* Do not assume that the person you spoke to last is also able to answer
  your other question(s).
* Reply directly to a person by putting their IRC nickname at the
  start of your message to the channel. In a busy channel, it can be hard
  to spot replies not made to you.
* Developers are busy - IRC is part of our development process, so please
  be considerate of the amount of time involved, there is code to write
  and there are bug fixes to make for other users as well.
* Avoid personal messages unless there is a clear privacy issue involved
  or you know the person well.
* You may well find that one of the :ref:`mailing_lists` actually provides
  a faster answer to your question, especially if you are new to LAVA.
