From 7e97133cd7818f3e1b8f1897c77441f408d3a0ae Mon Sep 17 00:00:00 2001 From: Thomas Zimmerman Date: Fri, 20 Dec 2024 10:59:08 -0700 Subject: [PATCH 01/10] Add a new support document as a landing page for URLs in old support messages to allow both an explnation and quick way to open support ticket if they still need help. --- content/new-web-infrastructure.md | 119 ++++++++++++++++++++++++++++++ 1 file changed, 119 insertions(+) create mode 100644 content/new-web-infrastructure.md diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md new file mode 100644 index 0000000000..1a61d5398d --- /dev/null +++ b/content/new-web-infrastructure.md @@ -0,0 +1,119 @@ +--- +title: New website infrastructure. +description: > + A troubleshooting triage to help you self-diagnose a variety of issues. +keywords: + - support + - software + - environment + - warranty + - self-help + - tech-support + - troubleshooting + +facebookImage: /_social/article +twitterImage: /_social/article + +hidden: true +section: getting-help +tableOfContents: true +--- + +Hello! + +You have landed on a place holder page as our web site has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. + +We do want to help you if you do have questions, concerns or on going issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: + +[Open New Support Ticket](https://system76.com/my-account/support-tickets/new) + +## Suggested self help fisrt steps + +### 1. Do you have a current backup of your files? + +If your issue is time-sensitive, reinstalling or [refreshing](/articles/pop-recovery#refresh-install) the operating system may provide the fastest resolution. Be sure to back up all important data before performing any tests or contacting Support. Re-imaging is much easier to do if we know that your important files are safe. + +**Note**: This guide may cover diagnostics and testing that you've already performed. Skip those sections as needed, but be sure to provide that information when submitting your ticket. + +We have a help article to guide you through backing up your system [here.](/articles/backup-files) + +### 2. Do you have a Pop!\_OS or Ubuntu Live USB? + +A Live USB can be used as a rescue disk. This will provide us an outside OS environment to access your installed system, potentially rescue files that have not been backed up, or quickly reinstall the OS if necessary. + +We have an article to guide you through creating [Live USBs here.](/articles/live-disk) + +## Local repair and upgrades + +We offer techincal documenation (tech-docs such as service manuals) in this [article](/articles/guides). + +## Common Issue Sources + +### Software + +See this article for troubleshooting software issues [here.](/articles/software-triage) + +### Environment + +1. Are any other machines or users in your home or workspace experiencing the same issue? +2. If the issue involves networking, have you tried resetting your modem/router? + + **NOTE:** Please try this again, even if it appears no other devices are affected. + +3. Are there any devices in proximity with your system that could be causing Wi-Fi or Bluetooth interference? +4. Is your work environment a stable temperature or has it been particularly warm or cold lately? +5. Have you added any external devices or accessories to your machine and workflow lately? +6. Has the machine ever suffered any fall or liquid damage? + +### Hardware + +Steps 3 and 5 from the above Environment section will confirm the issue is caused by hardware configuration or failure. We also recommend following this guide for [diagnosing hardware failure](/articles/hardware-failure). + +## What Information Should I Provide to Support? + +Any information or test results you can provide when opening your support case will help us resolve your issue faster. Please answer as many questions as you can, using this article as a guide for gathering information to submit when opening a support case. + +## Attaching Files In Your Ticket + +The summery that you send to start a ticket does not support file attachments; however, you can reply to the initial automated message with any attachements that you feel will be helpful. + +If you're having difficulty attaching a file, you can also email the file to info@system76.com. Please be sure to tell us on the ticket if you have sent an email attachment. + +## Repair & Replacement + +We have several repair or replacement options available depending on the circumstances. + +### Advance Replacement Whole System - Within 30 days of Shipment + +We build and ship a replacement system with the same configuration, and have you return the defective system once the new one is received. More details will be provided if this process is requested. + +### Advance Replacement Part - Within Warranty Period + +We send a replacement part for self-service or service at a local repair shop, then have you return the defective part. We also provide the service manual for your machine if applicable. You can see the available [service manuals here](/articles/guides) and [here](https://tech-docs.system76.com/) + +More details will be provided if this process is requested. + +### Repair - Within Warranty + +We bring the system in for diagnosis and repairs. Repair costs are covered under warranty, except for accidental damage or misuse. More details will be provided if this process is requested. + +### Repair - Out of Warranty + +We bring the system in for paid diagnosis and repairs. Repair costs are not covered. More details will be provided if this process is requested. + +### Parts Purchase + +We create and offer a quote to purchase the part in question. We can offer the part number if you prefer to source the part elsewhere. More details will be provided if this process is requested. + +### Warranty Information + +Read the details of our warranty coverage [here.](https://system76.com/warranty) + +--- + + From cae2b21daaf7f12f1f1f0185d254315ccc43a8c9 Mon Sep 17 00:00:00 2001 From: Thomas Zimmerman Date: Fri, 20 Dec 2024 11:08:16 -0700 Subject: [PATCH 02/10] Address some lint issues with spaces. --- content/new-web-infrastructure.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 1a61d5398d..5989f396da 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -19,9 +19,9 @@ section: getting-help tableOfContents: true --- -Hello! +Hello! -You have landed on a place holder page as our web site has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. +You have landed on a place holder page as our web site has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. We do want to help you if you do have questions, concerns or on going issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: @@ -31,7 +31,7 @@ We do want to help you if you do have questions, concerns or on going issues! If ### 1. Do you have a current backup of your files? -If your issue is time-sensitive, reinstalling or [refreshing](/articles/pop-recovery#refresh-install) the operating system may provide the fastest resolution. Be sure to back up all important data before performing any tests or contacting Support. Re-imaging is much easier to do if we know that your important files are safe. +If your issue is time-sensitive, reinstalling or [refreshing](/articles/pop-recovery#refresh-install) the operating system may provide the fastest resolution. Be sure to back up all important data before performing any tests or contacting Support. Re-imaging is much easier to do if we know that your important files are safe. **Note**: This guide may cover diagnostics and testing that you've already performed. Skip those sections as needed, but be sure to provide that information when submitting your ticket. From fa4e74e18c874dc3606e7249544bda26f13c5a4a Mon Sep 17 00:00:00 2001 From: Thomas Zimmerman Date: Thu, 16 Jan 2025 11:30:49 -0700 Subject: [PATCH 03/10] respond and update language from jacobgkau review --- content/new-web-infrastructure.md | 18 ++++++++++-------- 1 file changed, 10 insertions(+), 8 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 5989f396da..33d0e4226e 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -21,13 +21,13 @@ tableOfContents: true Hello! -You have landed on a place holder page as our web site has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. +You have landed on a placeholder page because our website has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. -We do want to help you if you do have questions, concerns or on going issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: +We do want to help you if you do have questions, concerns, or ongoing issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: [Open New Support Ticket](https://system76.com/my-account/support-tickets/new) -## Suggested self help fisrt steps +## Suggested self-help steps ### 1. Do you have a current backup of your files? @@ -39,13 +39,15 @@ We have a help article to guide you through backing up your system [here.](/arti ### 2. Do you have a Pop!\_OS or Ubuntu Live USB? -A Live USB can be used as a rescue disk. This will provide us an outside OS environment to access your installed system, potentially rescue files that have not been backed up, or quickly reinstall the OS if necessary. +A Live USB can be used as a rescue disk. This will provide you with an outside OS environment to access your installed system, potentially rescue files that have not been backed up, or quickly reinstall the OS if necessary. We have an article to guide you through creating [Live USBs here.](/articles/live-disk) +The default Pop!\_OS install also has a recovery partition that provides the same purpose as a Live USB drive. Accessing the recovery partition is covered [here.](https://support.system76.com/articles/pop-recovery) + ## Local repair and upgrades -We offer techincal documenation (tech-docs such as service manuals) in this [article](/articles/guides). +We offer techincal documentation such as service manuals in this [article](/articles/guides). ## Common Issue Sources @@ -67,7 +69,7 @@ See this article for troubleshooting software issues [here.](/articles/software- ### Hardware -Steps 3 and 5 from the above Environment section will confirm the issue is caused by hardware configuration or failure. We also recommend following this guide for [diagnosing hardware failure](/articles/hardware-failure). +Changes to either local networking hardware or of the configuration on your computer can be signs of hardware failure. We also recommend following this guide for [diagnosing hardware failure](/articles/hardware-failure). ## What Information Should I Provide to Support? @@ -75,7 +77,7 @@ Any information or test results you can provide when opening your support case w ## Attaching Files In Your Ticket -The summery that you send to start a ticket does not support file attachments; however, you can reply to the initial automated message with any attachements that you feel will be helpful. +The summary that you send to start a ticket does not support file attachments; however, you can reply to the initial automated message with any attachements that you feel will be helpful. If you're having difficulty attaching a file, you can also email the file to info@system76.com. Please be sure to tell us on the ticket if you have sent an email attachment. @@ -83,7 +85,7 @@ If you're having difficulty attaching a file, you can also email the file to inf We have several repair or replacement options available depending on the circumstances. -### Advance Replacement Whole System - Within 30 days of Shipment +### Advance Replacement of Whole System - Within 30 days of Shipment We build and ship a replacement system with the same configuration, and have you return the defective system once the new one is received. More details will be provided if this process is requested. From c7cab7c46d95ec290db4f6134f1cea1e250772c7 Mon Sep 17 00:00:00 2001 From: Thomas Zimmerman Date: Thu, 16 Jan 2025 11:35:12 -0700 Subject: [PATCH 04/10] update for AR language --- content/new-web-infrastructure.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 33d0e4226e..2591ee8c55 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -87,7 +87,7 @@ We have several repair or replacement options available depending on the circums ### Advance Replacement of Whole System - Within 30 days of Shipment -We build and ship a replacement system with the same configuration, and have you return the defective system once the new one is received. More details will be provided if this process is requested. +We build and ship a replacement system with the same configuration, and have you return the defective system once the new one is received. More details will be provided if this process is required. ### Advance Replacement Part - Within Warranty Period From 8a55a5838e488cfd7eada595b75ec6ddd85b7ae2 Mon Sep 17 00:00:00 2001 From: Thomas Zimmerman Date: Thu, 16 Jan 2025 12:06:01 -0700 Subject: [PATCH 05/10] Address Mikes updates --- content/new-web-infrastructure.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 2591ee8c55..f3e2118eba 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -21,11 +21,11 @@ tableOfContents: true Hello! -You have landed on a placeholder page because our website has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. +You have landed on a placeholder page because our website has had some changes as of Novemember 5th, 2024. Links in support emails that land here are no longer supported by the new site. We do want to help you if you do have questions, concerns, or ongoing issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: -[Open New Support Ticket](https://system76.com/my-account/support-tickets/new) +[Open New Support Ticket](https://system76.com/contact/support) ## Suggested self-help steps From 7f6c018a0e1e338080af18f59aa80e6231298d1a Mon Sep 17 00:00:00 2001 From: Thomas Zimmerman Date: Fri, 17 Jan 2025 13:43:34 -0700 Subject: [PATCH 06/10] address points raised that github UI was hiding. --- content/new-web-infrastructure.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index f3e2118eba..01dfa893a3 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -27,7 +27,7 @@ We do want to help you if you do have questions, concerns, or ongoing issues! If [Open New Support Ticket](https://system76.com/contact/support) -## Suggested self-help steps +## Suggested Self-help Steps ### 1. Do you have a current backup of your files? @@ -45,7 +45,7 @@ We have an article to guide you through creating [Live USBs here.](/articles/liv The default Pop!\_OS install also has a recovery partition that provides the same purpose as a Live USB drive. Accessing the recovery partition is covered [here.](https://support.system76.com/articles/pop-recovery) -## Local repair and upgrades +## Local Repair and Upgrades We offer techincal documentation such as service manuals in this [article](/articles/guides). @@ -53,14 +53,14 @@ We offer techincal documentation such as service manuals in this [article](/arti ### Software -See this article for troubleshooting software issues [here.](/articles/software-triage) +See this article for troubleshooting software issues: [Software-triage](/articles/software-triage) ### Environment 1. Are any other machines or users in your home or workspace experiencing the same issue? 2. If the issue involves networking, have you tried resetting your modem/router? - **NOTE:** Please try this again, even if it appears no other devices are affected. + **NOTE:** Networking errors can be device specific -- doing a full power cycle is strongly suggested before making changes at the OS level. 3. Are there any devices in proximity with your system that could be causing Wi-Fi or Bluetooth interference? 4. Is your work environment a stable temperature or has it been particularly warm or cold lately? From 5ae123c9a6f6e1d2c3a217e87ba533e9d6e12fcc Mon Sep 17 00:00:00 2001 From: Jacob Kauffmann Date: Tue, 4 Feb 2025 22:28:56 -0700 Subject: [PATCH 07/10] Additional link & grammar tweaks --- content/new-web-infrastructure.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 01dfa893a3..265dddb02c 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -35,7 +35,7 @@ If your issue is time-sensitive, reinstalling or [refreshing](/articles/pop-reco **Note**: This guide may cover diagnostics and testing that you've already performed. Skip those sections as needed, but be sure to provide that information when submitting your ticket. -We have a help article to guide you through backing up your system [here.](/articles/backup-files) +For guidance backing up your system, see [Back Up Files](/articles/backup-files). ### 2. Do you have a Pop!\_OS or Ubuntu Live USB? @@ -53,14 +53,14 @@ We offer techincal documentation such as service manuals in this [article](/arti ### Software -See this article for troubleshooting software issues: [Software-triage](/articles/software-triage) +See [Software Troubleshooting Triage](/articles/software-triage) for assistance troubleshooting software issues. ### Environment 1. Are any other machines or users in your home or workspace experiencing the same issue? 2. If the issue involves networking, have you tried resetting your modem/router? - **NOTE:** Networking errors can be device specific -- doing a full power cycle is strongly suggested before making changes at the OS level. + **NOTE:** Networking errors can be device-specific -- doing a full power cycle is strongly suggested before making changes at the OS level. 3. Are there any devices in proximity with your system that could be causing Wi-Fi or Bluetooth interference? 4. Is your work environment a stable temperature or has it been particularly warm or cold lately? From 86237eaab5633ae2abf14270d249bdf4f819e140 Mon Sep 17 00:00:00 2001 From: Jacob Kauffmann Date: Tue, 4 Feb 2025 22:36:50 -0700 Subject: [PATCH 08/10] Remove unnecessary footer & additional link tweak --- content/new-web-infrastructure.md | 11 +---------- 1 file changed, 1 insertion(+), 10 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 265dddb02c..529cb781aa 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -109,13 +109,4 @@ We create and offer a quote to purchase the part in question. We can offer the p ### Warranty Information -Read the details of our warranty coverage [here.](https://system76.com/warranty) - ---- - - +Read the details of our warranty coverage at [system76.com/warranty](https://system76.com/warranty). From 378e209507972d4d26c1f6a7bf84042fcddeb5e5 Mon Sep 17 00:00:00 2001 From: Jacob Kauffmann Date: Tue, 4 Feb 2025 22:38:22 -0700 Subject: [PATCH 09/10] Additional link tweaks & punctuation fix --- content/new-web-infrastructure.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 529cb781aa..5db8fe473b 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -91,7 +91,7 @@ We build and ship a replacement system with the same configuration, and have you ### Advance Replacement Part - Within Warranty Period -We send a replacement part for self-service or service at a local repair shop, then have you return the defective part. We also provide the service manual for your machine if applicable. You can see the available [service manuals here](/articles/guides) and [here](https://tech-docs.system76.com/) +We send a replacement part for self-service or service at a local repair shop, then have you return the defective part. We also provide the service manual for your machine if applicable. You can see the available service manuals in the [relevant support article](/articles/guides) or on the [Tech Docs website](https://tech-docs.system76.com/). More details will be provided if this process is requested. From 2e9477317e60e015f3bfa7a654872f6345b3721b Mon Sep 17 00:00:00 2001 From: Jacob Kauffmann Date: Tue, 4 Feb 2025 22:49:01 -0700 Subject: [PATCH 10/10] Additional clarifications & formatting tweaks --- content/new-web-infrastructure.md | 12 +++++------- 1 file changed, 5 insertions(+), 7 deletions(-) diff --git a/content/new-web-infrastructure.md b/content/new-web-infrastructure.md index 5db8fe473b..a39e3c6f00 100644 --- a/content/new-web-infrastructure.md +++ b/content/new-web-infrastructure.md @@ -23,9 +23,7 @@ Hello! You have landed on a placeholder page because our website has had some changes as of Novemember 5th, 2024. Links in support emails that land here are no longer supported by the new site. -We do want to help you if you do have questions, concerns, or ongoing issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: - -[Open New Support Ticket](https://system76.com/contact/support) +We want to help you if you have questions, concerns, or ongoing issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now: [Open New Support Ticket](https://system76.com/contact/support) ## Suggested Self-help Steps @@ -41,13 +39,13 @@ For guidance backing up your system, see [Back Up Files](/articles/backup-files) A Live USB can be used as a rescue disk. This will provide you with an outside OS environment to access your installed system, potentially rescue files that have not been backed up, or quickly reinstall the OS if necessary. -We have an article to guide you through creating [Live USBs here.](/articles/live-disk) +We have an article to guide you through [creating Live USBs](/articles/live-disk). -The default Pop!\_OS install also has a recovery partition that provides the same purpose as a Live USB drive. Accessing the recovery partition is covered [here.](https://support.system76.com/articles/pop-recovery) +The default Pop!\_OS install also has a recovery partition that provides the same purpose as a Live USB drive. Accessing the recovery partition is covered in the [Recovery Partition](/articles/pop-recovery) article. ## Local Repair and Upgrades -We offer techincal documentation such as service manuals in this [article](/articles/guides). +We offer techincal documentation such as service manuals in the [Find Documentation For Your Model](/articles/guides) article. ## Common Issue Sources @@ -69,7 +67,7 @@ See [Software Troubleshooting Triage](/articles/software-triage) for assistance ### Hardware -Changes to either local networking hardware or of the configuration on your computer can be signs of hardware failure. We also recommend following this guide for [diagnosing hardware failure](/articles/hardware-failure). +Changes to networking or other performance on your computer can be signs of hardware failure. We also recommend following this guide for [diagnosing hardware failure](/articles/hardware-failure). ## What Information Should I Provide to Support?