This guide explains how to get help when you encounter issues with Squirrel Servers Manager (SSM), including where to find information, how to ask for help, and how to report bugs effectively.
In a Nutshell (🌰)
- Follow the support process flowchart for fastest resolution
- Check documentation first for self-service solutions
- Ask the Discord community for real-time assistance
- File GitHub issues for bugs, feature requests, and documentation improvements
- Include detailed information when seeking help for faster resolution
Support Process Overview
When you need help with SSM, follow this recommended process to get the fastest and most effective support:
Figure 1: The recommended support process for Squirrel Servers Manager
Self-Service Resources
Before reaching out for help, check these resources to see if your question has already been answered:
📚 Documentation
Comprehensive guides covering installation, configuration, and usage
🔍 Troubleshooting Guide
Solutions for common issues and problems
💬 GitHub Discussions
Previous community questions and answers
Documentation
The SSM documentation covers most aspects of installation, configuration, and usage. Key sections include:
- Getting Started - Installation and initial setup
- User Guides - Feature-focused instructions
- Reference - Technical details and configurations
- Troubleshooting - Solutions for common issues
Searching for Solutions
To effectively search for answers in the documentation:
- Use the search feature in the top navigation bar
- Try different keywords related to your issue
- Check the troubleshooting section specifically
- Look for relevant error messages in code examples
Community Support
If you can't find an answer in the documentation, our community support channels are available to help.
Discord Community
The SSM Discord server is the fastest way to get help from the community.
Join the Discord Server
Click the link above to join our Discord community
Use the Right Channel
Post your question in the appropriate help channel
Provide Details
Share relevant information about your issue (see below)
Be Patient
Community members may be in different time zones
GitHub Discussions
For longer form questions or discussions that aren't bugs, use GitHub Discussions.
This is a good place for:
- Implementation questions
- Architectural discussions
- Use case scenarios
- Best practices
Reporting Issues
For bugs, feature requests, or documentation improvements, create an issue on GitHub.
When to Create an Issue
Create a GitHub issue when:
Creating an Effective Issue
Follow these guidelines to create an effective GitHub issue:
Use the correct template:
Provide detailed information:
- For bugs: Steps to reproduce, expected vs. actual behavior, environment details
- For features: Clear description of the feature, use cases, potential implementation ideas
- For documentation: Specific page/section, what's incorrect or missing, proposed improvements
Include relevant details:
- SSM version
- Operating system and version
- Browser (for client issues)
- Configuration details (when relevant)
- Screenshots or screen recordings (if applicable)
- Error messages or logs (formatted in code blocks)
Example of a Good Bug Report
### Description
When adding a new device with SSH key authentication, the connection test fails even though the key is valid and works with regular SSH clients.
### Steps to Reproduce
1. Go to Devices page
2. Click "Add Device" button
3. Enter device details (hostname, IP, etc.)
4. Select SSH Key authentication method
5. Upload or paste a valid private key
6. Click "Test Connection"
### Expected Behavior
Connection test should succeed with a green checkmark
### Actual Behavior
Connection test fails with error: "Authentication failed. Please check your credentials."
### Environment
- SSM Version: 1.2.3
- Operating System: Ubuntu 22.04
- Browser: Chrome 115
- Private key type: RSA 2048-bit
### Additional Information
The same private key works fine when using SSH directly from the command line:
```ssh -i /path/to/key user@host```
I've verified the key has the correct permissions (600) and the format is correct.Troubleshooting Tips
Before seeking support, try these general troubleshooting steps:
Check logs:
- Client console logs (Browser DevTools)
- Server logs (in the server container or service)
- Device agent logs (if applicable)
Verify configuration:
- Environment variables
- Docker Compose configuration
- Network settings and connectivity
Try simple remedies:
- Restart the SSM services/containers
- Clear browser cache and cookies
- Try a different browser
- Check for recent updates that might have introduced changes
Support SLAs and Expectations
As an open-source project, SSM operates on community support. Here's what to expect:
- GitHub Issues: Typically reviewed within 1-7 days
- Discord Questions: Often get responses within hours, depending on who's online
- Critical Security Issues: Prioritized for rapid response
- Feature Requests: Reviewed periodically, but no guarantees for implementation
Contributing to Support
If you become experienced with SSM, consider helping others in these ways:
- Answer questions on Discord
- Respond to GitHub discussions
- Improve documentation when you find gaps
- Share your knowledge through blog posts or tutorials