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Team Member Tech Problems

Tech issue reporting process for team members

  • Member of IMOD/GOA watch group reports a problem to the moderator, GOA/IMOD refers member to the Support Team. GOA/IMOD should not act as an intermediary between the member and Support. If the problem is not solved or if it is a major issue that cannot wait, GOA/IMOD can escalate it by going directly to GOACoordinator, Hub Coordinator or Hub Coordinator's assistant.
  • Mod discovers a problem, mod reports it to the Tech Group
  • Mod tells GOA there's a problem. If GOA can't fix it, refer mod to Sitemodhelp@freecycle.org. GOA should not act as intermediary between SMH and the mod. If SMH does not solve the mod's problem or if the problem is a major issue that cannot wait, GOA can escalate the issue by going through GOACoordinator/Hub Coordinator/Hub Coordinator's assistant.
  • Team member has a problem, team member reports it to Team Lead. TL confirms the issue by reproducing it. TL files a BT or asks Hub Coordinator/Hub Coordinator's assistant to file a ticket. Here is the information needed for reporting a problem.
  • For issues referred to SMH, SMH will attempt to replicate the problem. If SMH needs to enter the group for testing, they first get permission from the GOA. GOA should annotate GA that SMH is entering the group for testing. SMH or the Support Coordinator will file a BT if issue cannot be resolved.
  • Mail issues: the tech team is unable to address problems that are not related to Freecycle.org's servers. If you are having a problem with Thunderbird that replicates on webmail, please report it. Otherwise, please click here.

General guidelines for reporting tech issues

The more information, the better. The following is always required:

  • Computer operating system and browser(s) used
  • Verbatim error messages. Always include screenshots if possible.
  • List everything you have done to replicate the problem.
  • Forward emails with headers to your TL whenever appropriate.
  • Remember to report the problem directly to your TL and not FIOD.

Mail issues

Webmail problems

  1. Remember to log in with your Freecycle.org email address and not your user name
  2. If you have access to more than one mailbox, check another box to see if the problems persist.
  3. Clear cache and cookies.
  4. Try another browser to rule out a cache problem.
  5. Report to TL.

Thunderbird problem]

Thunderbird is for advanced users only. If you decide to use Thunderbird or another mail client, please remember that tech support is not available.

  1. Does the problem also occur with Webmail (RoundCube)? If it does, report the issue to your TL.
  2. Verify that your mail settings are correct. Sometimes it helps to try different ports.
  3. If all else fails, delete the account in Thunderbird and start over from scratch.

Freecycle.org (website) issues

  • Do you have the problem on more than one browser? If not, clear your browser cache and try again.
  • Problems with posts -- please provide the post number, your user ID on the group and group link.
  • Problems with Admins -- please provide the Admin URL, your user ID on the group and group link.

GA access

Remember to sign into GA with your local mod user name or email, or sign in first to Freecycle.org with your local mod user name/email. Because Freecycle.org IDs change hands from time to time using your personal email helps keep track of who did what.

Wiki access

Remember to sign into wiki with your Freecycle.org user name and not your email.

Tips

  • Google is your friend.
  • Search the wiki using the search bar on the left side.
  • Search past posts on the team discussion group (or Groups.io Tech Issues group, for general moderator-type problems) to see if the question has been answered before.
  • Don't be afraid to ask your fellow team members on the team discussion group. Most teams have at least one tech-savvy member.