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| author | Sebastien Jodogne <s.jodogne@gmail.com> |
|---|---|
| date | Tue, 07 Jul 2020 12:32:40 +0200 |
| parents | 74fc0203d882 |
| children | eb60d014765b |
| rev | line source |
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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 | |
| 454 | 14 1. Make sure that you use the `latest version of Orthanc |
| 15 <http://www.orthanc-server.com/download.php>`__. | |
| 16 2. Make sure to :ref:`check all the content of the Orthanc Book | |
| 277 | 17 <orthanc-book>`, and notably to :ref:`understand the basics of |
| 18 DICOM <dicom-guide>`. | |
| 454 | 19 3. Carefully read your :ref:`log files in verbose mode <log>`. |
| 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. |
| 454 | 25 5. Follow the :ref:`general troubleshooting guide <troubleshooting>`. |
| 26 6. If the problem is related to the DICOM network protocol, follow | |
| 271 | 27 the :ref:`DICOM troubleshooting guide <dicom>`. |
| 454 | 28 7. Have a look at **all** the :ref:`frequently asked questions (FAQs) |
| 271 | 29 <faq>` that are already available in the Orthanc Book. |
| 454 | 30 8. Make a search for similar problem previously discussed in the |
| 271 | 31 `Orthanc Users discussion forum |
| 32 <https://groups.google.com/forum/#!forum/orthanc-users>`__. | |
| 454 | 33 9. Check out the ``Pending changes in the mainline`` section of the |
| 271 | 34 `NEWS file |
| 360 | 35 <https://hg.orthanc-server.com/orthanc/file/default/NEWS>`__, as |
| 271 | 36 your issue might already be solved in the mainline of Orthanc (i.e. |
| 37 in the cutting-edge version of Orthanc since the last stable | |
| 38 official release). | |
| 454 | 39 10. Carefully read the `TODO file |
| 40 <https://hg.orthanc-server.com/orthanc/file/default/TODO>`__ that | |
| 41 contains our roadmap, as you might be requesting a feature that is | |
| 42 currently pending in our backlog (i.e. not implemented yet). | |
| 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). |
| 271 | 47 |
| 48 | |
| 49 Importantly, for all the features that are pending in the ``TODO`` | |
| 50 file, if you are a company, please consider `buying professional | |
| 454 | 51 services <https://www.osimis.io/en/services.html>`__ in order to get |
| 52 the feature implemented faster. | |
| 271 | 53 |
| 54 | |
| 55 .. _support-mwe: | |
| 56 | |
| 57 Discussing a minimal working example | |
| 58 ------------------------------------ | |
| 59 | |
| 60 If none of these resources help, you can consider sending a message to | |
| 61 the `Orthanc Users discussion forum | |
| 62 <https://groups.google.com/forum/#!forum/orthanc-users>`__. In such a | |
| 63 situation, you **must** provide a `minimal working example | |
| 64 <https://en.wikipedia.org/wiki/Minimal_working_example>`__, which means that | |
| 65 you must provide all the following information: | |
| 66 | |
| 67 * Context and full textual description of your issue. When talking | |
| 68 about DICOM networking issues, carefully describe the imaging | |
| 69 modalities into play (including their manufacturers) and your | |
| 70 network topology. | |
| 446 | 71 * The observed vs. expected results. |
| 271 | 72 * Full :ref:`configuration files <configuration>`. |
| 73 * Full logs as produced by Orthanc in :ref:`verbose mode <log>`. | |
| 74 * Sample DICOM files. | |
| 75 * A sequence of command lines that lead to your problem. These command | |
| 321 | 76 lines must only use commands that are available as free and |
| 77 open-source software, that are cross-platform (:ref:`proprietary | |
| 78 software does not help <proprietary>`), and that are preferably | |
| 79 calls the :ref:`REST API of Orthanc <rest>`. The most useful | |
| 80 commands are `cURL <https://en.wikipedia.org/wiki/CURL>`__, `DCMTK | |
| 271 | 81 <https://dicom.offis.de/dcmtk.php.en>`__, `dicom3tools |
| 82 <https://www.dclunie.com/dicom3tools.html>`__, `dcm4che command-line | |
| 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. |
| 389 | 86 * If applicable, a screenshot is worth a thousand words. |
| 271 | 87 * If you report a crash, if applicable, a :ref:`core file <crash>`. |
| 88 | |
| 89 All this information is mandatory, as it allows other members of the | |
| 90 Orthanc community to **reproduce your problem independently of your | |
| 91 setup**. If we can't reproduce your issue, we can't provide any | |
| 92 support! | |
| 93 | |
| 330 | 94 In addition, please note that the original author of Orthanc |
| 95 (Sébastien Jodogne), as a free software advocate, will only personally | |
| 96 deal with issues that are reproducible on recent GNU/Linux | |
| 97 distributions (typically, on Ubuntu 18.04 LTS or through Docker). | |
| 98 | |
| 271 | 99 |
| 100 .. _support-tracker: | |
| 101 | |
| 102 Using the bug tracker | |
| 103 --------------------- | |
| 104 | |
| 105 If you are **sure** that you are reporting a yet unknown bug, you can | |
| 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 |
| 271 | 108 that your issue might be closed if too vague or if not reproducible. |
| 109 As a consequence, it is advised to first use the discussion forum. |