Support template adjustments (proposed / for discussion)

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1

Made an attempt to:

  • tidy up the language and formatting a bit
  • clarify a few bits (where to find logs)
  • added queries for a couple additional bits of info that often seem to helpful in diagnosing problems
Support intro

Sorry to hear youā€™re facing problems. :slightly_frowning_face:

The community help forum (help.nextcloud.com) is for home and non-enterprise users. Support is provided by other community members on a best effort / ā€œas availableā€ basis. All of those responding are volunteering their time to help you.

If youā€™re using Nextcloud in a business/critical setting, paid and SLA-based support services can be accessed via portal.nextcloud.com where Nextcloud engineers can help ensure your business keeps running smoothly.

Getting help

In order to help you as efficiently (and quickly!) as possible, please fill in as much of the below requested information as you can.

Before clicking submit: Please check if your query is already addressed via the following resources:

(Utilizing these existing resources is typically faster. It also helps reduce the load on our generous volunteers while elevating the signal to noise ratio of the forums otherwise arising from the same queries being posted repeatedly).

Some or all of the below information will be requested if it isnā€™t supplied; for fastest response please provide as much as you can. :heart:

The Basics

  • Nextcloud Server version (e.g., 29.0.5):
    • replace me
  • Operating system and version (e.g., Ubuntu 24.04):
    • replace me
  • Web server and version (e.g, Apache 2.4.25):
    • replace me
  • Reverse proxy and version _(e.g. nginx 1.27.2)
    • replace me
  • PHP version (e.g, 8.3):
    • replace me
  • Is this the first time youā€™ve seen this error? (Yes / No):
    • replace me
  • When did this problem seem to first start?
    • replace me
  • Installation method (e.g. AIO, NCP, Bare Metal/Archive, etc.)
    • replace me
  • Are you using Cloudflare, mod_security, or similar? (Yes / No)
    • replace me

Summary of the issue you are facing:

[ā€¦]

Steps to replicate it (hint: details matter!):

Log entries

Nextcloud

Please provide the log entries from your Nextcloud log that are generated during the time of problem (via the Copy raw option from Administration settings->Logging screen or from your nextcloud.log located in your data directory). Feel free to use a pastebin/gist service if necessary.

PASTE HERE

Web Browser

If the problem is related to the Web interface, open your browser inspector Console and Network tabs while refreshing (reloading) and reproducing the problem. Provide any relevant output/errors here that appear.

PASTE

Web server / Reverse Proxy

The output of your Apache/nginx/system log in /var/log/____:

PASTE HERE

Configuration

Nextcloud

The output of occ config:list system or similar is best, but, if not possible, the contents of your config.php file from /path/to/nextcloud is fine (make sure to remove any identifiable information!):

PASTE HERE

Apps

The output of occ app:list (if possible).

Tips for increasing the likelihood of a response

  • Use the preformatted text formatting option in the editor for all log entries and configuration output.
  • If screenshots are useful, feel free to include them.
    • If possible, also include key error output in text form so it can be searched for.
  • Try to edit log output only minimally (if at all) so that it can be ran through analyzers / formatters by those trying to help you.
1 Like
2

Maybe we also add two quick reminders at the top:

3

Good idea. Please modify your first post and add the links. Thank you.
Just asked other mods for their opinion to adapt it.

4

Doneā€¦ along with some additional edits that made sense to me (today anyway hah).

5

Adapted your changes.
Thank you for your contributions.

6

@jtr Take a look here as an example:

I almost feared it.
People just donā€™t understand what replace me means.

I have no good idea how to improve this right now. It was already a problem before your change.

7

At the beginning with the version numbers, it is a bit strange to have bullet points because for that youā€™d expect to put a list with a few items (e.g. installed apps). Just a bullet point for a version looks a bit strange, and the replace me, you could think that is some internal stuff that gets somehow replaced.

To avoid most of the confusion, some a form would be the best. We had the suggestion to add the form plugin (which was experimental):

https://help.nextcloud.com/t/form-templates-functionality/177371
Perhaps a good moment to give it a tryā€¦

1 Like
8

The forum automatically converts ā€œsupport templateā€ to a link to the following: Support template. Please use this when you request support - #2

But itā€™s pretty out of date. Is that something we can swap too to keep things consistent? :slight_smile:

1 Like
9

I will have a look later today

10

Used latest template from support category.