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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 to :ref:`understand the basics of DICOM <dicom-guide>`.
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15 2. Follow the :ref:`general troubleshooting guide <troubleshooting>`.
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16 3. If the problem is related to the DICOM network protocol, follow
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17 the :ref:`DICOM troubleshooting guide <dicom>`.
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18 4. Have a look at **all** the :ref:`frequently asked questions (FAQs)
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19 <faq>` that are already available in the Orthanc Book.
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20 5. Make a search for similar problem previously discussed in the
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21 `Orthanc Users discussion forum
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22 <https://groups.google.com/forum/#!forum/orthanc-users>`__.
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23 6. Check out the ``Pending changes in the mainline`` section of the
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24 `NEWS file
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25 <https://bitbucket.org/sjodogne/orthanc/src/default/NEWS>`__, as
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26 your issue might already be solved in the mainline of Orthanc (i.e.
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27 in the cutting-edge version of Orthanc since the last stable
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28 official release).
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29 7. Carefully read the `TODO file
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30 <https://bitbucket.org/sjodogne/orthanc/src/default/TODO>`__ that
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31 contains our roadmap, as you might be requesting a feature that is
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32 currently pending in our backlog (i.e. not implemented yet).
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33 8. Have a look for the issue in the `official bug tracker
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34 <https://bitbucket.org/sjodogne/orthanc/issues?status=new&status=open>`__
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35 (click on the ``All`` button, as your issue might already been solved).
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36
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37
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38 Importantly, for all the features that are pending in the ``TODO``
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39 file, if you are a company, please consider `buying professional
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40 services <https://www.orthanc-server.com/orthanc-pro.php>`__ in order
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41 to get the feature implemented faster.
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42
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43
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44 .. _support-mwe:
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45
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46 Discussing a minimal working example
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47 ------------------------------------
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48
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49 If none of these resources help, you can consider sending a message to
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50 the `Orthanc Users discussion forum
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51 <https://groups.google.com/forum/#!forum/orthanc-users>`__. In such a
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52 situation, you **must** provide a `minimal working example
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53 <https://en.wikipedia.org/wiki/Minimal_working_example>`__, which means that
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54 you must provide all the following information:
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55
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56 * Context and full textual description of your issue. When talking
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57 about DICOM networking issues, carefully describe the imaging
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58 modalities into play (including their manufacturers) and your
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59 network topology.
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60 * Full :ref:`configuration files <configuration>`.
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61 * Full logs as produced by Orthanc in :ref:`verbose mode <log>`.
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62 * Sample DICOM files.
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63 * A sequence of command lines that lead to your problem. These command
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64 lines must only call commands that are available as free and
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65 open-source software and that are cross-platform (:ref:`proprietary
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66 software does not help <proprietary>`). The most useful commands are
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67 `cURL <https://en.wikipedia.org/wiki/CURL>`__, `DCMTK
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68 <https://dicom.offis.de/dcmtk.php.en>`__, `dicom3tools
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69 <https://www.dclunie.com/dicom3tools.html>`__, `dcm4che command-line
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70 tools <https://www.dcm4che.org/>`__, or Python scripts.
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71 * If applicable, a screenshot is worth a thousands word.
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72 * If you report a crash, if applicable, a :ref:`core file <crash>`.
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73
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74 All this information is mandatory, as it allows other members of the
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75 Orthanc community to **reproduce your problem independently of your
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76 setup**. If we can't reproduce your issue, we can't provide any
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77 support!
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78
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79
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80 .. _support-tracker:
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81
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82 Using the bug tracker
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83 ---------------------
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84
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85 If you are **sure** that you are reporting a yet unknown bug, you can
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86 consider directly introducing a `bug report on our issue tracker
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87 <https://bitbucket.org/sjodogne/orthanc/issues/new>`__. Beware however
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88 that your issue might be closed if too vague or if not reproducible.
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89 As a consequence, it is advised to first use the discussion forum.
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