wiki:org/teams/CommunityTeam/Support

Support Portal

Documentation about Support portal.

Main ticket

#24129 - support.torproject.org work

New content cycle

  • We aim to update support.torproject.org once a month, starting on the 10th.
  • Community liaison (ggus) will bring the content to change.
  • Localization coordinator (emmapeel) and community liaison will ask others to review the modifications and then update the website.
  • Localization coordinator update translations in Transifex.

Reference: Community Team thread 201807

How to submit content changes

For content changes, you can open a trac ticket and choose the component: Community/Tor Support. Current tickets:

Results (1 - 5 of 15)

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Ticket Summary Owner
#32456 Add a question about anti-virus reporting a virus in Tor Browser ggus
Description

With each new Tor Browser release, some users are complaining that Tor Browser is reported as a possible virus by their antivirus. It seems that some anti-virus are reporting any program that has not yet been seen by many of their users as suspicious. Maybe also that some malwares include a copy of tor, leading some antivirus to claim that any program including a copy of tor is a malware.

I think we should add a question about this on support.tpo, to explain that those warnings can be ignored if Tor Browser has been downloaded from the official website.

#32114 Tor and Tor Alpha on OS X Capitan ggus
Description

In Windows, Tor can be on a floppy drive, and installs in a separate folder.

On Macintosh, Tor goes in the Applications directory and writes data to user/Library and other places.

On Windows, I use both Tor and Tor Alpha.

On Macintosh, I was using Tor Standard, I installed Tor Alpha, and it broke Tor on my Mac. Now Tor Standard cannot comment on Disqus (it could before I installed Tor Alpha), and cannot connect to trac.torproject.ort (I am using Tor Alpha on Windows).

I deleted the Tor files in user/Library, re-installed Tor Standard, but it no longer runs. At first, I could not comment on Disqus, and now Tor on my copy of El Capitan stopped working, it seems to be blocked, and is blocked even with Obfs4 or Meek turned on.

I tried deleting Tor Alpha and re-installing Tor Standard, but it does not work.

Where does Tor write its files? How can I go back to Tor standard on the Mac?

#28526 Document how NGOs can run private obfs4 bridges, and get some doing it ggus
Description

One of our eventual goals is to get bridgedb back on its feet, and using bridge distribution strategies that China can't defeat, but in the mean time we should document one approach that should still work: setting up your Tor Browser with a private (not publicized) tor bridge.

In particular, we know many NGOs that would be happy to run unpublished obfs4 bridges for their people, and give them private bridge addresses when they visit China.

There are several steps to following through with this idea.

Round one (minimum viable approach):

(1) Document for NGOs how to easily run a few private obfs4 bridges. I've seen some guides floating around but nothing both simple and obviously official.

(2) Document for NGOs how they should get these bridge addresses to their users, and how the users should add them to Tor Browser. On Android it seems that Orbot hooks the "bridge://" url, so sending bridge addresses via signal, email, etc should work: the user clicks on the bridge address, which launches Orbot which adds that bridge to its configuration. Having docs for actual users, with screenshots and stuff, would be the clear next step. On desktop the interface choices are messier: see #28015.

(3) Walk a few NGOs through the process from beginning to end, so we can confirm for ourselves that it works as intended, and so we can have a more direct connection to actual users to get feedback on all angles of the user experience.

Round two (once we like round one):

(4) Document for NGOs how to run a series of obfs4 bridges. This could start with one bridge address per computer, but the longer term answer is to have a single Tor client binding to many bridge addresses, maybe with help from the ISP to point these many bridge addresses to that Tor.

(5) Understand if private bridges actually work in China. Apparently Lantern uses obfs4 and they don't get blocked by DPI, so that's a good start, but I've also heard stories of DPI-based throttling. In step 3 above we'll get some anecdotal answers, but here we should design and deploy some recurring experiments from computers inside China that assess (a) connectivity, (b) whether it can bootstrap, and (c) throughput, through a private bridge.

(6) We should invent and document some best practices for where NGOs ought to run their bridges, and how many bridges they need per user. At the extreme bad end of the spectrum, they would run one bridge and give it to all of the people attending a given training -- and in that case, apart from the obvious "what if one of the users is bad and gets the address blocked" worry, discovering some of the users could lead to discovering other related users. At the other end of the spectrum is one bridge (on its own separate ISP) per user. What are some acceptable solutions in between?

#27292 Put the country of the apparent IP address on the logged-in page phoul
Description

Please add the country of the apparent IP address to the Congratulations logged-in page.

Some US sites don't allow me to see videos, www. cnbc. com/video/2018/08/16/jay-leno-chats-with-teslas-chief-designer-about-the-2020-tesla-roadster. html reports "Geographic Restriction", I imagine it's because of the European data restrictions, I'm in England. So knowing the country of the apparent IP address would help get round this issue.

Please also make the TOR urls to find out and change the apparent country address easily found, I can't see them anywhere...

#23840 Google's reCAPTCHA fails 100% hiro
Description

When I click "I;m not a robot" of Google Captcha, I instantly got:

Try again later Your computer or network may be sending automated queries. To protect our users, we can't process your request right now. For more details visit our help page

Switching identity didn't help. Looks like Google ban Tor completely. This will block Tor users to: a) use web services which use Google Captcha (reddit registration for example) b) visit Cloudflared website

You should write a blog to gather attention.

1 2 3

Contact

Don't see your question answered here? The best way to contact the Tor support team is to reach out to us on IRC in #tor on OFTC. If you've never been on IRC before, here are some instructions to get started. These instructions are for a Mozilla IRC server, so instead of irc.mozilla.org you'll use OFTC. The OFTC server addresses are: irc.oftc.net:6667 (alternative ports: 6668-6670, 7000) or irc.oftc.net:6697 for SSL (alternative port: 9999) (we recommend SSL).

Once you get connected and create a nickname, you can join the channel #tor. More info on getting started on IRC. and here's some info on IRC conventions and etiquette. Once you're on the channel, simply ask your question, be patient, and whoever is available will help you

How do I reach the Tor Project press person?

Sending an email to press@… is the best way to reach a press person.

How do I report a bug or some other issue?

Bug reporting is done through filing tickets on our bug tracker. Unless it is a security bug, then email tor-security@….

Resources

Tor Browser Manual with step-by-step instructions on downloading and using Tor Browser. If you're a brand new Tor Browser user, start here!

Glossary of terms about and related to Tor

Tickets

Ticket Status Summary Owner Reporter
#32932 new Allow browser Find (Ctrl+F) on support.torproject.org hiro cypherpunks
#31896 assigned Bad instructions in Support Portal, "How can I verify Tor Browser's signature?", discourage, deter, and prevent users on macOS from verifying the Signature of downloaded Tor Browser packages pili monmire
#31296 reopened simplify OpenPGP signature verification instructions ggus dkg
#31069 assigned Create onion auth entry in support.torproject.org ggus antonela
#30080 reopened support portal: keep anchor when changing language hiro emmapeel
#29502 new Glossary on the support portal should be moved to the main menu hiro emmapeel
#29075 new Sort support glossary by target language hiro traumschule
#28499 assigned tb-manual: create redirects for old resources hiro emmapeel
#28065 accepted Tor web docs hiro hiro
#27562 new Detect the locale and automatically serve the language specific support portal hiro sukhbir

Last modified 14 months ago Last modified on Nov 17, 2018, 7:01:25 PM