annotate Sphinx/source/users/support.rst @ 616:1a0313342e17

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author Sebastien Jodogne <s.jodogne@gmail.com>
date Mon, 15 Feb 2021 08:24:38 +0100
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1 .. _support:
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2
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3 Asking for support
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4 ==================
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5
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6 .. _support-resources:
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7
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8 Analyzing your problem
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9 ----------------------
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10
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11 When you face a problem, you should first check out the following
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12 resources:
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13
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14 1. Make sure that you use the `latest version of Orthanc
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15 <http://www.orthanc-server.com/download.php>`__.
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16 2. Make sure to :ref:`check all the content of the Orthanc Book
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17 <orthanc-book>`, and notably to :ref:`understand the basics of
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18 DICOM <dicom-guide>`.
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19 3. Carefully read your :ref:`log files in verbose mode <log>`.
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20 4. In the case of DICOM networking problems, carefully read the log
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21 files from your remote modality. If you are :ref:`using Orthanc
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22 against a proprietary system <proprietary>`, contact the support
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23 team from the vendor of this system: You pay them to solve your
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24 setup issues.
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25 5. Follow the :ref:`general troubleshooting guide <troubleshooting>`.
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26 6. If the problem is related to the DICOM network protocol, follow
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27 the :ref:`DICOM troubleshooting guide <dicom>`.
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28 7. Have a look at **all** the :ref:`frequently asked questions (FAQs)
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29 <faq>` that are already available in the Orthanc Book.
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30 8. Make a search for similar problem previously discussed in the
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31 `Orthanc Users discussion forum
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32 <https://groups.google.com/forum/#!forum/orthanc-users>`__.
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33 9. Check out the ``Pending changes in the mainline`` section of the
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34 `NEWS file
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35 <https://hg.orthanc-server.com/orthanc/file/default/NEWS>`__, as
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36 your issue might already be solved in the mainline of Orthanc (i.e.
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37 in the cutting-edge version of Orthanc since the last stable
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38 official release).
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39 10. Carefully read the `TODO file
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40 <https://hg.orthanc-server.com/orthanc/file/default/TODO>`__ that
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41 contains our roadmap, as you might be requesting a feature that is
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42 currently pending in our backlog (i.e. not implemented yet).
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43 11. Look for similar issue in the `official bug tracker
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44 <https://bugs.orthanc-server.com/query.cgi>`__ (make sure to
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45 select ``All`` in the ``Status`` field, as your issue might
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46 already have been solved).
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47
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48
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49 Importantly, for all the features that are pending in the ``TODO``
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50 file, if you are a company, please consider `buying professional
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51 services <https://www.osimis.io/en/services.html>`__ in order to get
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52 the feature implemented faster.
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53
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54
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55 .. _support-mwe:
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56
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57 Discussing a minimal working example
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58 ------------------------------------
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59
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60 If none of these resources help, you can consider sending a message to
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61 the `Orthanc Users discussion forum
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62 <https://groups.google.com/forum/#!forum/orthanc-users>`__. In such a
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63 situation, you **must** provide a `minimal working example
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64 <https://en.wikipedia.org/wiki/Minimal_working_example>`__, which means that
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65 you must provide all the following information:
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66
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67 * Context and full textual description of your issue. When talking
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68 about DICOM networking issues, carefully describe the imaging
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69 modalities into play (including their manufacturers) and your
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70 network topology.
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71 * The observed vs. expected results.
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72 * Full :ref:`configuration files <configuration>`.
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73 * Full logs as produced by Orthanc in :ref:`verbose mode <log>`.
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74 * Sample DICOM files.
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75 * A sequence of command lines that lead to your problem. These command
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76 lines must only use commands that are available as free and
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77 open-source software, that are cross-platform (:ref:`proprietary
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78 software does not help <proprietary>`), and that are preferably
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79 calls the :ref:`REST API of Orthanc <rest>`. The most useful
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80 commands are `cURL <https://en.wikipedia.org/wiki/CURL>`__, `DCMTK
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81 <https://dicom.offis.de/dcmtk.php.en>`__, `dicom3tools
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82 <https://www.dclunie.com/dicom3tools.html>`__, `dcm4che command-line
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83 tools <https://www.dcm4che.org/>`__, or Python scripts.
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84 * In the case of DICOM networking problems, the logs from the remote
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85 modality.
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86 * If applicable, a screenshot is worth a thousand words.
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87 * If you report a crash, if applicable, a :ref:`core file <crash>`.
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88
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89 All this information is mandatory, as it allows other members of the
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90 Orthanc community to **reproduce your problem independently of your
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91 setup**. If we can't reproduce your issue, we can't provide any
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92 support!
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93
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94 In addition, please note that the original author of Orthanc
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95 (Sébastien Jodogne), as a free software advocate, will only personally
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96 deal with issues that are reproducible on recent GNU/Linux
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97 distributions (typically, on Ubuntu 18.04 LTS or through Docker).
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98
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99
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100 .. _support-tracker:
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101
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102 Using the bug tracker
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103 ---------------------
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104
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105 If you are **sure** that you are reporting a yet unknown bug, you can
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106 consider directly introducing a `bug report on our issue tracker
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107 <https://bugs.orthanc-server.com/enter_bug.cgi>`__. Beware however
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108 that your issue might be closed if too vague or if not reproducible.
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109 As a consequence, it is advised to first use the discussion forum.
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111
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112 .. _support-freelancers:
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113
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114 Finding professional assistance
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115 -------------------------------
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116
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117 If you face a problem you cannot solve by yourself, please follow this
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118 decision chart:
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119
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120 1. If you have a **reproducible issue** for which you can provide a
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121 :ref:`minimal working example <support-mwe>` using only free and
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122 open-source tools, use the `Orthanc Users discussion forum
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123 <https://groups.google.com/forum/#!forum/orthanc-users>`__.
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124
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125 2. If you need an **additional feature or a dedicated development**,
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126 and if you are ready to pay, `get in touch with Osimis
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127 <mailto:orthanc-support@osimis.io>`__, the commercial partner of
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128 the Orthanc project.
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129
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130 3. If you are not able to reproduce an issue by yourself, if you are
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131 looking for personalized help related to deployments/training/...,
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132 or if you need **proximity support in your language/timezone**,
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133 here is a list of freelancers:
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134
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135 * **Europe** :
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136
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137 * `Adrian Schiopu <sc.callisto.srl@gmail.com>`__ (Romania)
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138 * `Krzysztof Turkiewicz <http://www.deeveeloop.pl/>`__ (Polish/English, Poland)
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139 * `Salim Kanoun <https://github.com/salimkanoun>`__ (French/English/Arabic, France)
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140
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141 * **North America**:
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142
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143 * `Gabriel Couture <https://github.com/gacou54/>`__ (French/English, Canada)
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144 * `Mohannad Hussain <https://www.linkedin.com/in/mohannadhussain/>`__ (English, Canada)
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145 * `Oliver Tsai <mailto:oliver@futurepacs.com>`__ (English/Spanish/French, Toronto)
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148 * **South America**:
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149
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parents: 610
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150 * `Claudio Arenas <mailto:dentista.arenas@gmail.com>`__ (Spanish/English, Chile)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
151 * `Gustavo Fernandez <https://www.linkedin.com/in/gfernandezguirland/>`__ (Spanish/Portuguese, Uruguay)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
152 * `Luiz Eduardo Guida Valmont <https://www.linkedin.com/in/luizvalmont/>`__ (English/Portuguese, Brazil)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
153 * `William Sanchez Luis <mailto:williamsanchezluis@gmail.com>`__ (English/Spanish, Venezuela)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
154
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
155 * **Asia**:
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
156
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
157 * `Phong Tran Duc <http://www.itechcorp.com.vn/>`__ (English/Vietnamese, Vietnam)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
158 * `Rana Asim Wajid <http://ethosmed.com/>`__ (English/Urdu/Punjabi, Pakistan)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
159
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
160 * **Oceania**:
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
161
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
162 * `James Manner <https://binary.com.au/>`__ (English, Australia)
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 610
diff changeset
163
614
da558cda9de8 contact
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 613
diff changeset
164 Get in touch with `Sébastien Jodogne
da558cda9de8 contact
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 613
diff changeset
165 <mailto:s.jodogne@orthanc-labs.com>`__ if you want to be included
da558cda9de8 contact
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 613
diff changeset
166 in this list.
da558cda9de8 contact
Sebastien Jodogne <s.jodogne@gmail.com>
parents: 613
diff changeset
167