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Technical support is a black art: in most cases, support
technicians rely solely on communication with the customer to
solve installation problems on hardware the technicians have
never physically seen. It is extremely important, therefore, to
state your question clearly and concisely, including detailed
information such as:
- symptoms of the problem (``Red Hat Linux 3.0.3 doesn't
recognize my CD-ROM drive.'')
- when the problem began (``It stopped working yesterday
...'')
- what changes you have made to your system around the time of
the problem (``... after I disconnected it from the IDE
controller.'')
- any diagnostic output specifically related to the problem
(``In the bootup messages, it says `Cannot find /dev/hdb;
device disconnected'.'') however, this can be taken
overboard; don't send us your system logs unless we ask you
for them.
- other relevant information (``I'm using the floppy
installation method, from the CD.'')
Red Hat Software