Help Request System

Posted: Mon Oct 18, 2004 7:46 am

What is a Help Request?

After taking into consideration that we need to support a lot of users, a lot of the time, we've decided to implement a Help Request system. A lot of the time, moderators and administrators were answering questions over and over, and it got very repetitive and very time-consuming. Now, considering the problem is YOURS, we thought to ourselves, 'why not make the user give us all useful information to us in one shot so we don't have to keep asking the same questions?' So, here it is.

How do I know if I should make a Help Request?

If your problem has little to do with Kai ie. a problem editing your profile on the website, or an issue with the forums etc etc, you are not required to use the Help Request Form.

If you have problems such as: undetected consoles, missing pings, game connection issues, PC stability issues, then you are required to fill out this form. YOU ARE NOT TO USE XBMC OR ANY OTHER REMOTE DASHBOARD WHEN DIAGNOSING YOUR PROBLEM - DO IT AND YOU WILL BE IGNORED / FLAMED! YOU HAVE BEEN WARNED!

OK, where's the form and how do I fill it out?

Please fill out the following information, using the Diagnostics Mode in Kai (

) and your own knowledge. This information will GREATLY improve your chances of a speedy reply and solution. If you do not know the answer to a question, say so.

Is your network reachable?
Are you using a port-forward?
Is your console being detected?
Brief description of your network setup (include model numbers):
Do you use a software firewall? What brand? Have you made any changes to it?
Operating System?
Problem description?

Please locate the file kaiUserConfig.txt in the XLink Kai installation directory. Paste all of the contents here, except the username and password parameters Smile

If you have a problem, even if it is similar to another person's, DO NOT "HIJACK" THE CURRENT THREAD. Unless you are offering help yourself, MAKE A THREAD WITH YOUR OWN HELP REQUEST FORM FILLED OUT.

Question

The Help Request Form

Copy and paste *ALL* of what you see in the box, and fill it in according to your details.

Code:

[b]Is your network reachable? [/b]
[b]Are you using a port-forward? [/b]
[b]Is your console being detected? [/b]
[b]Brief description of your network setup (include model numbers):[/b]
[b]Do you use a software firewall? What brand? Have you made any changes to it? [/b]
[b]Operating System? [/b]
[b]Problem description? [/b]

COPY AND PASTE CONTENTS OF kaiUserConfig.txt HERE

Where do I post the Help Request?

Post the completed form in the 'Help Requests' forum *ONLY*.

On a final note, make your topic title INFORMATIVE. This helps others in the future search for an answer much more easily. If it is merely something like 'I need help', chances are we will leave answering your help request until the end. A good example would be something like 'Can't detect XBox, no firewall installed'. Use your discretion, but please keep this in mind.

A moderator / admin will change the post type to 'Help Request' when he or she deems the request to be complete. When the problem is solved, the topic type will switch to 'Problem Solved!'.

We hope this isn't too much to ask, but if you're serious about getting support, this is the way to go.

Thanks for your understanding and good luck,
Team XLink.