public:general:support

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public:general:support [2018/02/20 19:14]
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public:general:support [2021/03/14 21:07] (current)
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 +=== Slack ===
 +
 +Slack is a great communication tool. Most CCExtractor developers hang out in a slack team. You're welcome to request an invitation here: {slackinvite}
 +
 +=== Technical issues ===
 +
 +By far the best way to get report issues is by opening a ticket at [[https://github.com/CCExtractor/ccextractor/issues|GitHub's issue tracker]].
 +
 +When creating a ticket:
 +
 +- Make sure you are using the last CCExtractor version.\\ 
 +- If it's a new thing (for example a video file that a previous CCExtractor version processed OK and now causes a crash) mention the last version you know was correct.\\ 
 +- If the issue is about a specific file, make that file available for us. Don't just send us the output from CCExtractor, we can't do anything about a screenshot that shows a crash, we need the input that actually causes it. Preferably you make it available for us on the [[https://sampleplatform.ccextractor.org | Sample Platform]], but you can also upload the file to Dropbox, Google Drive, etc, and add a download link to your ticket.\\ 
 +- If you cannot make the file public for any (reasonable) reason you can send us a private invitation (both Dropbox and Google Drive allow that). In this case we will download the file and upload it to the private developer repository.\\ 
 +- Do not upload your file to any location that will require us to sign up or endure a wait list, slow downloads, etc.\\ 
 +- If your upload expires make sure you keep it active somehow (replace links if needed). Keep in mind that while we go over all tickets some may take a few days, and it's important we have the file available when we actually need it.\\ 
 +- Make sure you set an alert in GitHub so you get notifications about your ticket. We may need to ask questions and we do everything inside GitHub's system.\\ 
 +- Please use English. \\ 
 +- It goes without saying, we like polite people.\\ 
 +
 +=== Mailing list ===
 +
 +We do have a mailing list available on https://groups.google.com/forum/#!forum/ccextractor-dev, and all GitHub issues are posted here.
 +
 +It's read by the right people; you can use it if you prefer it to Slack.
 +
 +=== Email ===
 +
 +If you need to use email, you can reach the organisation's admin on the next email address:
 +
 +{{:public:general:carlos_email.png|}}
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