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[ h2 ] Bugs , Issues , and things that go bump in the night . . . [ / h2 ]
[ h3 ] Something went wrong ! Who is charge of fixing it ? [ / h3 ]
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[ b ] Hubzilla Community Server [ / b ]
Hubzilla Community Server is open source software which is maintained by " the community " - essentially unpaid volunteers .
[ b ] Hubzilla Enterprise Server [ / b ]
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Hubzilla Enterprise Server is commercial software with a variety of support plans depending on the specific license terms .
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The first thing you need to do is talk to your hub administrator - the person who runs and manages your site . They are in the unique position of having access to the internal software and database and [ b ] logfiles [ / b ] and will need to be involved in fixing your problem . Other people " on the net " can ' t really help with this . The first thing the hub administrator needs to do is look at their logs and / or try to reproduce the problem . So try to be as helpful and courteous as possible in helping them look into the problem .
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To find your hub administrator ( if you don ' t know who they are ) please look at [ url = [ baseurl ] / siteinfo ] this page [ / url ] . If they have not provided any contact info on that page or provided an " Impressum " there , see [ url = [ baseurl ] / siteinfo / json ] this site info summary [ / url ] under the heading " admin: " .
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[ h3 ] I ' m a hub administrator ; what do I do?[/h3]
The software instructions which provide this server are open source and are available for your inspection . If an error message was reported , often one can do a search on the source files for that error message and find out what triggered it . With this information and the site logfiles it may be possible to figure out the sequence of events leading to the error . There could also be other sites involved , and the problem may not even be on your site but elsewhere in the network . Try to pin down the communication endpoints ( hubs or sites ) involved in the problem and contact the administrator of that site or those sites . Please try and provide an event time of when things went wrong so it can be found in the logs . Work with the other administrator ( s ) to try and find the cause of the problem . Logfiles are your friend . When something happens in the software that we didn ' t expect , it is nearly always logged .
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[ h3 ] The white screen of death [ / h3 ]
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If you get a blank white screen when doing something , this is almost always a code or syntax error . There are instructions in your . htconfig .php file for enabling syntax logging . We recommend all sites use this . With syntax logging enabled repeat the sequence which led to the error and it should log the offending line of code . Hopefully you will be able to fix the problem with this information . When you do , please submit the fix " upstream " so that we can share the fix with the rest of the project members and other communities . This is a key benefit of using open source software - we share with each other and everybody benefits .
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[ h3 ] I ' m stumped . I can ' t figure out what is wrong . [ / h3 ]
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[ b ] Hubzilla Enterprise Server [ / b ]
Please make contact with the vendor - who will have provided you with support contact details . Preferably this contact will be made by the hub administrator so that he / she can assist us in collecting the necessary issue details . We will assign a ticket and notify you of progress .
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[ b ] Hubzilla Community Server [ / b ]
At this point it might be worthwhile discussing the issue on one of the online forums . There may be several of these and some may be more suited to your spoken language . As a last resort , try " Channel One " , which is in English .
If the community developers can ' t help you right away , understand that they are volunteers and may have a lot of other work and demands on their time . At this point you need to file a bug report . You will need an account on github . com to do this . So register , and then visit https : / / github . com / redmatrix / hubzilla / issues
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. Create an issue here and provide all the same information that you provided online . Don ' t leave out anything .
Then you wait . If it ' s a high profile issue , it may get fixed quickly . But nobody is in charge of fixing bugs . If it lingers without resolution , please spend some more time investigating the problem . Ask about anything you don ' t understand related to the behaviour . You will learn more about how the software works and quite possibly figure out why it isn ' t working now . Ultimately it is somebody in the community who is going to fix this and you are a member of the community ; and this is how the open source process works.
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[ b ] In either case [ / b ]
Other developers working to fix the problem may need to find out more , so do your homework and document what is happening and everything you ' ve tried . Don ' t say " I did xyz and it didn't work. " That doesn ' t tell us anything . Tell us precisely what steps you took and what you expected the result to be , and precisely what happened as a result . If there were any error messages , don ' t say " there was an error message " . Tell us exactly what the message said .
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