Reporting Technical/System Problems

Technical Team or Userhelp?

.....If you are expecting a reply..... contact Userhelp

When is a problem NOT a problem... ;-)

1. Often, problems experienced by users are related to unavailable resources ...sometimes here on Chebucto Community Net but more often on other computer systems connected to CCN through the Internet. Usually these problems are temporary and will be resolved within a few hours or a couple of days. These might be caused by...
   • system maintenance (OTHER sites _do disappear for hours or a couple of days sometimes ...;-)
   • documents being moved or revised
   • networks busy (Internet connections to other sites 'time out'
   • too many users logged on to an Internet ftp site
   • etc...

2. If you can't access Usenet - News, (or some other often used service)... you can assume that the Technical Team already knows! The technical team is large enough (and active enough) that problems like this are identified VERY quickly. Within a few hours of a system problem there will usually be mention of it in the CCN newsgroups (unless the problem is with news... ;-)

   This does not necessarily mean that it will be fixed in the next ten minutes...;-)

3. Questions that begin... "Why don't we have......" usually have several components including:
   • Policy - does this impact on the mandate?
   • Resources - will this cost us money or place a drain on system resources?
   • ...and finally Technical.

   If the policy and resource issues have not been resolved inquiries should probably be directed to the board. You can send mail to: CCN-board@chebucto.ns.ca

Real Problems...

Before you ask the question!

• software versions equipment and communications settings... (especially for connect, upload, or download difficulties)
• the activity you were involved in... (step by little step... ;-)
• the details of the system response... ( EXACTLY what did that error messages say? etc..)

In some instances, a member of the techteam will contact you for additional information. In other instances, there will be discussion in one of the CCN-[newsgroup(s)]. In other instances, you comments will be placed on the 'ever-growing' to-do list and will show up as a system enhancement in some future version of Lynx.

Thanks for your interest!

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