Merge help desk internal answers to public doc
As decided at 2017 summit, we should merge our answers templates to the public known issues / FAQ / whatever relevant pages of Tails website.
|Related to Tails - Feature #14536: Restructure the Known issues page||Confirmed||2017-08-30|
Related to Tails -
|Related to Tails - Feature #15130: Restructure our support page and content||Confirmed||2013-09-28|
Blocks Tails -
#5 Updated by sajolida 2018-04-16 14:46:36
- Assignee changed from sajolida to goupille
I don’t want to be the one leading that initiative.
Please someone from help desk, at least:
- Go through your notes.
- List things that would be relevant to merge into the doc.
- Point us to them. Actually, from now on it Cody should be the first person to ask.
- Make plans on how to prevent your internal answers to not grow again as a separate corpus of content in the future.
#6 Updated by goupille 2018-07-03 09:34:47
- File FAQ_relevant_templates added
- File <del>missing: bug-reporting-doc_relevant_templates</del> added
- File known-issues-page_relevant_templates added
- Assignee changed from goupille to cbrownstein
I attached here our templates, I removed those that seemed irrelevant and sorted them regarding where they should end up
#11 Updated by sajolida 2018-07-26 17:47:50
I reviewed the two other files.
I only identified one item that we should moved to our website:
Bug #15751. I think it’s low prio and we shouldn’t work on this as part of core work.
See my comments on the rest as I think they will help you clean your files on your side:
Tails mirror is broken or scary SSL message
We often have broken mirrors but I don’t remember ever being
notified of it either by the help desk or by
users… This always questioned but also proves maybe help desk is
not the solution in such cases.
Ideally, if we wanted to help people workaround broken mirrors we
should do that directly on the download page. I created Feature #15750 to
Otherwise, I don’t think it will be useful to create a FAQ for that.
Unregular download speed
I’m not sure it’s worth writing anything about that…
Difference between DVD-R / DVD+R etc.
Blocked localhost request
I don’t think we should have a FAQ about that and, as of now, I don’t
know where that information would fit. It’s for advanced users so I’d
Device was not created using Tails USB installer
This should almost go away once we distribute USB images and after
that I don’t think it will be worth documenting.
Installing Tails on a hard drive
- For internal hard disks, we already have a FAQ about that:
- For external hard disks, we already have
The help desk answer is not specific on whether the user is asking about an internal or an external hard disk and I think this should be improved, possibly after
We have the output of verifying an ISO image with an untrusted key on https://tails.boum.org/install/download/#windows already.
I don’t think we should advertise people to blindly trust it to get
rid of this message, unless they verify it through the Web-of-Trust.
So I think help desk should rewrite their template.
Acer Chromebook C720
Not enough info.
Lost persistence (persistence.conf disappeared)
The template is already on
Issue with Tails Installer on Ubuntu 15.10
Ubuntu 15.10 is not supported anymore so help desk should get rid of this one.
No configuration file found
I’ve never been able to reproduce any of the problem people have been
complaining about with UUI and I highly doubt that formatting to NTFS
would be any good. Also, UUI will disappear once we distribute USB
images. I think help desk should get rid of this one.
#12 Updated by sajolida 2018-07-26 17:49:29
- Assignee changed from sajolida to emmapeel
Reassigning to emmapeel who’s on duty right now.
Emma: Please have a look at my comments in order to improve your templates. The work we’ll do on our side is already tracked elsewhere.
Then I’ll close this ticket.
#15 Updated by goupille 2018-10-22 11:58:49
sorry, I didn’t saw that there where replies on that ticket…
> h3. GPG4win issues
> We have the output of verifying an ISO image with an untrusted key on https://tails.boum.org/install/download/#windows already.
> I don’t think we should advertise people to blindly trust it to get
> rid of this message, unless they verify it through the Web-of-Trust.
> So I think help desk should rewrite their template.
I don’t see how to rewrite this template without entering even more into kleopatra’s user support (and I don’t think it is our job to do so)