How to Create a Good Support Request

Software TeddyCloud
1

When requesting support, providing detailed and clear information helps the community diagnose and resolve your issue faster. Follow these steps to ensure your support request includes all necessary details:

Step 1: Clearly Describe the Problem

Start with a concise summary of the issue. Mention any specific error messages you received (copy and paste the exact message if possible).

Step 2: Provide a Step-by-Step Description

Describe in detail what you did leading up to the error. Include:

  • Actions performed (e.g., ‘I logged in and tried to upload a file’).
  • Expected outcome (e.g., ‘The file should upload successfully’).
  • Actual outcome (e.g., ‘I got an error message: Upload failed’).

Step 3: Include Technical Information

  • Operating system and version (e.g., Windows 10, Ubuntu 20.04).
  • Whether you’re using Docker, and its version.
  • Any other relevant configuration details.

Step 4: Attach Relevant Logs

Provide logs to help diagnose the issue. Here’s how:

  • Run this command to collect logs:
docker logs -f teddycloud > teddycloud_logs.txt
  • Include the log output from the time the issue occurred.
  • Make sure to redact sensitive information before sharing.

Step 5: Screenshots or Videos (Optional)

If possible, include screenshots or a short screen recording to visually demonstrate the issue.

Step 6: Steps You’ve Taken to Resolve the Issue

Let us know if you’ve already tried troubleshooting steps, such as restarting the service or checking the logs.

Example Support Request

Below is an example of a well-structured support request to help you get started:

Subject: Error Uploading File in TeddyCloud (Docker)

Description:
I encountered an error while trying to upload a file in TeddyCloud.

  1. Actions performed:
  • I logged in successfully.
  • I went to the upload page and selected a file (testfile.pdf).
  • I clicked the upload button.
  1. Expected outcome:
  • The file should upload successfully and appear in the file list.
  1. Actual outcome:
  • An error message appeared: ‘Upload failed: Connection lost.’
  1. Environment details:
  • OS: Ubuntu 20.04
  • Docker version: 24.0.2
  • TeddyCloud version: 0.6.3
  1. Logs:
    Attached is the log extract (teddycloud_logs.txt) from the time the error occurred.

Providing this level of detail will help the community resolve your issue more effectively. Thank you!

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