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Error reporting

This short manual will take you through the recommended steps, when reporting an error. Following these instruction should help to make your contact with customer support as fast and easy as possible.

  1. A suitable subject for your e-mail:
    • Good: 5GHz Card not visible | T-Mobile PPPoE won't connect
    • Not so good: Turris Omnia problem | Problem | Omnia died
  2. If you have contacted customer support in the past, please write a new e-mail with a new subject. Please don't write a new problem into an existing e-mail thread.
  3. Tell us which router you have and if you have made any HW alterations.
  4. Write the S/N of your router - you can see this either on the bottom of your router or as the output of this command: atsha204cmd serial-number
  5. Don't forget to mention the version of your Turris OS! (Foris → About)
  6. Tell us when the problem occured and describe it in detail
  7. If you have logs, please include them. Don't send us logs without telling us what to look for.

How to get logs

Don't reboot your router!

If you come across an error and it is possible not to reboot the router, please don't reboot it before sending us the logs. All logs are saved in the router memory and they will be erased, if you reboot.

If you have rebooted the router already, let it gather some data first. Logs from a freshly rebooted router, which have been downloaded before the occurrence of the error, usually don't help us to identify the cause of the error.

You can use Foris

If you use the Foris interface to maintain your router, please send us logs from the page called Diagnostics. The modules, which are usually the most interesting for us are dmesg, messages, dns and network. If the nature of the problem suggests that other modules could also be useful to us, also check them. The required logs will be downloaded if you click Generate.

 Foris: Diagnostics

When you can't find the diagnostics

Then you are probably a Turris 1.0 or 1.1 user and the router has the old version of the Turris OS. When you contact customer support, please don't forget to tell us the which version of Turis OS you are using (Foris → About) and tell us about any problems with automatic updates.

Using the console

If you are a more experienced user and you have set up SSH access, please send us the following data:

  • The contents of /var/log/messages
  • The output of the dmesg command
  • A list of the installed packages, that is the output of opkg list-installed
  • If you are reporting a problem concerning the network, data collection under non-standard settings and etc., please also send us information about the configuration of your network that is the output of the file /etc/config/network.

Contact

Technical support is available under tech.support@turris.cz.