21.3. What to do if you need help Previous topic Parent topic Child topic Next topic

Before you post to the support address or mailing list asking for assistance, we suggest you go through the following check list:
  1. Consult this reference manual.
  2. Consult the OSC Radiator Frequently Asked Questions Opens in new window for extra hints and up-to-date information.
  3. Consult the mailing list archive Opens in new window for more hints. You can search this archive for items related to your problem.
  4. Check that you are using the latest version of Radiator. See Radiator downloads Opens in new window, use the user name and password we have issued to you. Upgrade if you need to.
  5. Check whether there are any patches that address your problem. See the index file in the patches directory for your release at Radiator downloads Opens in new window. Apply the patch set if you think you might need it.
  6. If you still have the problem, post to the mailing list by mailing to: radiator@open.com.au. If you have a support contract, send email to radius-support@open.com.au.
    Be sure to include at least the following information:
    • Your company name and licence details
    • Detailed description of the problem
    • Your Radiator configuration file (remove any secrets and passwords first)
    • Extract from your Radiator log file (with Trace level of 4) illustrating the problem, or at least what is happening at the time of the problem
    • Details of the computer type, operating system etc
  7. Professional services for design, installation, configuration and training are available with hourly and daily rates. Send requests to info@open.com.au.
This information helps people to understand your problem and help find a solution more quickly.