Note that unnecessary information in support requests is not a big deal

diff --git a/doc/source/contacting.sgml b/doc/source/contacting.sgml
index ceb3057..3f9bce1 100644 (file)
--- a/doc/source/contacting.sgml
+++ b/doc/source/contacting.sgml
@@ -3,7 +3,7 @@
 
  Purpose     :  Entity included in other project documents.
 
 
  Purpose     :  Entity included in other project documents.
 

- $Id: contacting.sgml,v 2.29 2011/11/06 11:35:26 fabiankeil Exp $
+ $Id: contacting.sgml,v 2.30 2011/11/19 14:44:01 fabiankeil Exp $

 
  Copyright (C) 2001-2011 Privoxy Developers http://www.privoxy.org/
  See LICENSE.
 
  Copyright (C) 2001-2011 Privoxy Developers http://www.privoxy.org/
  See LICENSE.


@@ -137,29 +137,30 @@
 </para>
 
 <para>
 </para>
 
 <para>

-  Please try to verify that it is a <application>Privoxy</application> bug,
-  and not a browser or site bug or documented behaviour that just happens
-  to be different than what you expected. If unsure,
+  Before contacting us to report a problem, please try to verify that it is a
+  <application>Privoxy</application> problem, and not a browser or site problem
+  or documented behaviour that just happens to be different than what you expected.
+  If unsure,

   try <ulink url="http://config.privoxy.org/toggle?set=disable">toggling
   off</ulink> <application>Privoxy</application>, and see if the problem persists.
 </para>
 
 <para>
   try <ulink url="http://config.privoxy.org/toggle?set=disable">toggling
   off</ulink> <application>Privoxy</application>, and see if the problem persists.
 </para>
 
 <para>

-  If you are using your own custom configuration, please try
-  the stock configs to see if the problem is configuration related.
+  If you are using your own custom configuration, please try the default
+  configuration to see if the problem is configuration related.

   If you're having problems with a feature that is disabled by default,
   please ask around on the mailing list if others can reproduce the problem.
 </para>
 
 <para>
   If you're having problems with a feature that is disabled by default,
   please ask around on the mailing list if others can reproduce the problem.
 </para>
 
 <para>

-  If you aren't using the latest Privoxy version, the bug may have been found
+  If you aren't using the latest Privoxy version, the problem may have been found

   and fixed in the meantime. We would appreciate if you could take the time
   to <ulink url="http://www.privoxy.org/user-manual/installation.html">upgrade
   and fixed in the meantime. We would appreciate if you could take the time
   to <ulink url="http://www.privoxy.org/user-manual/installation.html">upgrade

-  to the latest version</ulink> (or  even the latest CVS snapshot) and verify
-  that your bug still exists.
+  to the latest version</ulink> and verify that the problem still exists.

 </para>
 <para>
 </para>
 <para>

-  Please be sure to provide the following information:
+  Please be sure to provide the following information when reporting problems
+  or requesting support:

 </para>
 <para>
  <itemizedlist>
 </para>
 <para>
  <itemizedlist>


@@ -226,7 +227,8 @@
     action taken). To get a meaningful logfile, please make sure that the
     <ulink url="../user-manual/config.html#LOGFILE">logfile directive</ulink>
     is being used and the following <ulink
     action taken). To get a meaningful logfile, please make sure that the
     <ulink url="../user-manual/config.html#LOGFILE">logfile directive</ulink>
     is being used and the following <ulink

-    url="../user-manual/config.html#DEBUG">debug options</ulink> are enabled:
+    url="../user-manual/config.html#DEBUG">debug options</ulink> are enabled
+    (all of them):

     <literallayout>debug     1 # Log the destination for each request Privoxy let through. See also debug 1024.
 debug     2 # show each connection status
 debug     4 # show I/O status
     <literallayout>debug     1 # Log the destination for each request Privoxy let through. See also debug 1024.
 debug     2 # show each connection status
 debug     4 # show I/O status


@@ -237,11 +239,20 @@ debug   512 # Common Log Format
 debug  1024 # Log the destination for requests Privoxy didn't let through, and the reason why.
 debug  4096 # Startup banner and warnings.
 debug  8192 # Non-fatal errors</literallayout>
 debug  1024 # Log the destination for requests Privoxy didn't let through, and the reason why.
 debug  4096 # Startup banner and warnings.
 debug  8192 # Non-fatal errors</literallayout>

+   </para>
+   </para>

     If you are having trouble with a filter, please additionally enable
     <literallayout>debug    64 # debug regular expression filters</literallayout>
     If you are using Privoxy 3.0.17 or later and suspect that it interprets the
     request or the response incorrectly, please enable
     <literallayout>debug 32768 # log all data read from the network</literallayout>
     If you are having trouble with a filter, please additionally enable
     <literallayout>debug    64 # debug regular expression filters</literallayout>
     If you are using Privoxy 3.0.17 or later and suspect that it interprets the
     request or the response incorrectly, please enable
     <literallayout>debug 32768 # log all data read from the network</literallayout>

+   <para>
+    It's easy for us to ignore log messages that aren't relevant but missing
+    log messages may make it impossible to investigate a problem. If you aren't
+    sure which of the debug directives are relevant, please just enable all of them
+    and let us worry about it.
+   </para>
+   <para>

     Note that Privoxy log files may contain sensitive information so please don't
     submit any logfiles you didn't read first. You can mask sensitive information
     as long as it's clear that you removed something.
     Note that Privoxy log files may contain sensitive information so please don't
     submit any logfiles you didn't read first. You can mask sensitive information
     as long as it's clear that you removed something.