.. 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 should *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.

* 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.

.. 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, release notes

.. _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.

The release notes for each production release are sent to the ``lava-announce``
mailing list and the `archives
<https://lists.linaro.org/pipermail/lava-announce/>`_ contain the release-notes
for previous releases.

.. 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
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!

* It is even more important with IRC that you **always** use a pastebin, even
  more so than with mailing lists. 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.

.. index:: pastebin

.. _pastebin:

Pastebins
*********

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.

Wikipedia has `more information
<https://en.wikipedia.org/wiki/Pastebin>`_

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