Opened 6 years ago

Closed 5 years ago

#10981 closed task (fixed)

Write a “how to get support?” section in the Tor Browser User Manual

Reported by: lunar Owned by: mttp
Priority: Medium Milestone:
Component: Applications/Tor bundles/installation Version:
Severity: Keywords: SponsorO
Cc: mcs, brade, phoul Actual Points:
Parent ID: #10974 Points:
Reviewer: Sponsor:

Description

The Tor Browser User Manual must contain a section that will guide users to the support they need. It should point them at the list of known issues, and offer a template on what should be included in an email to the help desk.

Child Tickets

Change History (8)

comment:1 Changed 6 years ago by mttp

Owner: set to mttp
Status: newassigned

comment:2 Changed 6 years ago by lunar

Component: Tor LauncherTor bundles/installation

comment:3 Changed 5 years ago by brade

Cc: mcs brade added

Is the intent that this will ship as a text file next to the installed app?

comment:4 Changed 5 years ago by lunar

This would be a section of the Tor Browser User Manual. See the minutes from the dev. meeting and the project ticket: #10974.

comment:5 Changed 5 years ago by Envite

It would help Help Team a lot if this information, or parts of, were added to the same place inside TBB where help@ address is.

At least, to tell users to send an e-mail with description of the problem, Tor version, OS version, exact error message, message log, and screenshot if possible.

It is quite hard to help a user whose message just says "I need help" or "Tor doesn't work".

comment:6 Changed 5 years ago by phoul

Cc: phoul added

comment:7 Changed 5 years ago by mttp

Here's what I have right now in the "Troubleshooting" section of the manual:

Troubleshooting

The Tor Browser should get you online automatically after clicking the "Connect" button on the start up screen.

If it doesn't connect, there may be a simple fix. Try each of the following:

  • Make sure another Tor Browser is not already running. If you're not sure if Tor Browser is running, restart your computer.
  • 'Allow' Tor in your antivirus program.
  • Temporarily disable your firewall.
  • Delete Tor Browser and install it again. If updating, do not overwrite your previous Tor Browser files.

If you still can't connect, your internet service provider might be censoring connections to Tor. Follow the instructions in the [xref:circumvention Circumvention] section.

If the above steps do not address your problem, email help@… with your operating system, the details of your problem, and what you've already tried.

Last edited 5 years ago by mttp (previous) (diff)

comment:8 Changed 5 years ago by lunar

Resolution: fixed
Status: assignedclosed

I believe that's good enough for a start. Closing.

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