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annotate Sphinx/source/users/support.rst @ 447:74fc0203d882
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author | Sebastien Jodogne <s.jodogne@gmail.com> |
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date | Tue, 30 Jun 2020 11:58:03 +0200 |
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271 | 1 .. _support: |
2 | |
3 Asking for support | |
4 ================== | |
5 | |
6 .. _support-resources: | |
7 | |
8 Analyzing your problem | |
9 ---------------------- | |
10 | |
11 When you face a problem, you should first check out the following | |
12 resources: | |
13 | |
277 | 14 1. Make sure to :ref:`check all the content of the Orthanc Book |
15 <orthanc-book>`, and notably to :ref:`understand the basics of | |
16 DICOM <dicom-guide>`. | |
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17 2. Carefully read your :ref:`log files in verbose mode <log>`. |
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18 3. In the case of DICOM networking problems, carefully read the log |
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19 files from your remote modality. If you are :ref:`using Orthanc |
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20 against a proprietary system <proprietary>`, contact the support |
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21 team from the vendor of this system: You pay them to solve your |
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22 setup issues. |
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23 4. Follow the :ref:`general troubleshooting guide <troubleshooting>`. |
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24 5. If the problem is related to the DICOM network protocol, follow |
271 | 25 the :ref:`DICOM troubleshooting guide <dicom>`. |
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26 6. Have a look at **all** the :ref:`frequently asked questions (FAQs) |
271 | 27 <faq>` that are already available in the Orthanc Book. |
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28 7. Make a search for similar problem previously discussed in the |
271 | 29 `Orthanc Users discussion forum |
30 <https://groups.google.com/forum/#!forum/orthanc-users>`__. | |
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31 8. Check out the ``Pending changes in the mainline`` section of the |
271 | 32 `NEWS file |
360 | 33 <https://hg.orthanc-server.com/orthanc/file/default/NEWS>`__, as |
271 | 34 your issue might already be solved in the mainline of Orthanc (i.e. |
35 in the cutting-edge version of Orthanc since the last stable | |
36 official release). | |
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37 9. Carefully read the `TODO file |
360 | 38 <https://hg.orthanc-server.com/orthanc/file/default/TODO>`__ that |
271 | 39 contains our roadmap, as you might be requesting a feature that is |
40 currently pending in our backlog (i.e. not implemented yet). | |
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41 10. Look for similar issue in the `official bug tracker |
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42 <https://bugs.orthanc-server.com/query.cgi>`__ (make sure to |
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43 select ``All`` in the ``Status`` field, as your issue might |
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44 already have been solved). |
271 | 45 |
46 | |
47 Importantly, for all the features that are pending in the ``TODO`` | |
48 file, if you are a company, please consider `buying professional | |
49 services <https://www.orthanc-server.com/orthanc-pro.php>`__ in order | |
50 to get the feature implemented faster. | |
51 | |
52 | |
53 .. _support-mwe: | |
54 | |
55 Discussing a minimal working example | |
56 ------------------------------------ | |
57 | |
58 If none of these resources help, you can consider sending a message to | |
59 the `Orthanc Users discussion forum | |
60 <https://groups.google.com/forum/#!forum/orthanc-users>`__. In such a | |
61 situation, you **must** provide a `minimal working example | |
62 <https://en.wikipedia.org/wiki/Minimal_working_example>`__, which means that | |
63 you must provide all the following information: | |
64 | |
65 * Context and full textual description of your issue. When talking | |
66 about DICOM networking issues, carefully describe the imaging | |
67 modalities into play (including their manufacturers) and your | |
68 network topology. | |
446 | 69 * The observed vs. expected results. |
271 | 70 * Full :ref:`configuration files <configuration>`. |
71 * Full logs as produced by Orthanc in :ref:`verbose mode <log>`. | |
72 * Sample DICOM files. | |
73 * A sequence of command lines that lead to your problem. These command | |
321 | 74 lines must only use commands that are available as free and |
75 open-source software, that are cross-platform (:ref:`proprietary | |
76 software does not help <proprietary>`), and that are preferably | |
77 calls the :ref:`REST API of Orthanc <rest>`. The most useful | |
78 commands are `cURL <https://en.wikipedia.org/wiki/CURL>`__, `DCMTK | |
271 | 79 <https://dicom.offis.de/dcmtk.php.en>`__, `dicom3tools |
80 <https://www.dclunie.com/dicom3tools.html>`__, `dcm4che command-line | |
81 tools <https://www.dcm4che.org/>`__, or Python scripts. | |
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82 * In the case of DICOM networking problems, the logs from the remote |
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83 modality. |
389 | 84 * If applicable, a screenshot is worth a thousand words. |
271 | 85 * If you report a crash, if applicable, a :ref:`core file <crash>`. |
86 | |
87 All this information is mandatory, as it allows other members of the | |
88 Orthanc community to **reproduce your problem independently of your | |
89 setup**. If we can't reproduce your issue, we can't provide any | |
90 support! | |
91 | |
330 | 92 In addition, please note that the original author of Orthanc |
93 (Sébastien Jodogne), as a free software advocate, will only personally | |
94 deal with issues that are reproducible on recent GNU/Linux | |
95 distributions (typically, on Ubuntu 18.04 LTS or through Docker). | |
96 | |
271 | 97 |
98 .. _support-tracker: | |
99 | |
100 Using the bug tracker | |
101 --------------------- | |
102 | |
103 If you are **sure** that you are reporting a yet unknown bug, you can | |
104 consider directly introducing a `bug report on our issue tracker | |
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105 <https://bugs.orthanc-server.com/enter_bug.cgi>`__. Beware however |
271 | 106 that your issue might be closed if too vague or if not reproducible. |
107 As a consequence, it is advised to first use the discussion forum. |