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Getting help⚓︎

This section will point you to various ways of getting help with your router.

Formulating your problem⚓︎

This short manual will take you through the recommended steps when discussing problems. Following these instructions should help to resolve your issues much faster.

  • A suitable subject for e-mail/issue/forum post
    • Good: 5GHz Card not visible | T-Mobile PPPoE won’t connect
    • Not so good: Turris Omnia problem | Problem | Omnia died
  • Use one thread per problem. Don’t mix many issues into one e-mail/issue/forum post
  • Clearly state what router you have and whether you have made any HW alterations.
  • Don’t forget to mention the version of your Turris OS! (reForis → About)
  • If you have logs, include them. But be aware that those might contain sensitive data.

Obtaining the serial number⚓︎

If you are contacting the official Turris support, always include your router’s serial number (S/N, SN). You can obtain it using one of these ways:

  1. The About tab in reForis.
  2. The invoice or receipt issued by your vendor.
  3. The label on the paper box used for packaging your router.
  4. Output of the command crypto-wrapper serial-number included in one of the diagnostic modules (not applicable for Shield).
  5. The label on the bottom of your router (applicable for Omnia and Turris 1.x).
  6. The label on one of the plastic parts of your device (applicable for MOX and Shield – see the photo below). It’s usually one of the parts on the top side of your device.
  7. The label on the MOX bus slot of your module A (applicable for MOX and Shield – see the photo below).

Label on one of plastic parts

Label on MOX bus slot

Getting logs⚓︎

Warning

If you come across any error and it is possible not to reboot the router, please don’t reboot it before collecting the logs. All logs are saved in the router memory and they will be erased if you reboot.

If you just rebooted the router, let it gather some data first. Logs from a freshly rebooted router, which have been downloaded before the occurrence of the error, usually don’t help us to identify the cause of the error.

Using reForis⚓︎

If you use the reForis interface to maintain your router, you can use it to generate logs using Administration → Diagnostics page. The modules, which are usually the most interesting are disk-full, messages, dns, installed and network. If the nature of the problem suggests that other modules could also be useful, you can check them.

reForis: Diagnostics

Then press the Generate report button. The process may take some time. When done, you can press Download to download the report. Multiple reports may be available but they don’t persist reboots.

reForis: Reports to download

If you can’t find the diagnostics⚓︎

In that case, your router is, for some reason, stuck in some old version of the Turris OS. That is the first problem to solve, make sure you have updates enabled and your internet connection is working.

Using the console⚓︎

If you cannot access the web interface, you can connect via SSH and run the diagnostics script.

Info

If you do not have installed SSH support on your PC, you will need to install an SSH client. On Linux, it is usually openssh-client, and on Windows it is Posh-SSH or WinSCP. But many Linux distros have an OpenSSH client preinstalled, and also the Windows PowerShell 2.0 has it already integrated.

  1. You connect to the router via SSH (using terminal, PowerShell, or another command-line tool).

    user@pc:~$ ssh root@192.168.1.1
    
  2. Run the diagnostic script.

    root@192.168.1.1:~$ turris-diagnostics | gzip > /tmp/diag.gz
    
  3. Disconnect (using Ctrl+D).

  4. Copy the diagnostic file to your computer.

    • using SCP

      $ scp root@192.168.1.1:/tmp/diag.gz <your destination>
      

    • using an SFTP client (like Filezilla)

      In an SFTP client, create a new connection with credentials similar to the SSH connection:

      • Host: your router IP address/hostname. By default 192.168.1.1
      • username: root
      • port: 22

Info

We prefer to have these complete diagnostics, but if you are an experienced user, you can always send us only specific output of standalone diagnostics of components you have a problem with. But we still may insist on sending further diagnostic data.

Support channels⚓︎

Documentation⚓︎

The first obvious way to get help is this documentation. There is a search box in the upper right corner and you can use that one to find more information about a specific topic.

Apart from official documentation, we also have a community wiki where you can find guides to some more complex setups that are not necessarily officially supported and might or might not work.

Forum⚓︎

For help with advanced setups, you might want to check our forum, a platform for our users to discuss themselves and help each other even with unsupported scenarios.

Issue tracker⚓︎

Turris OS is based on OpenWrt, which is a Linux distribution. As such it contains plenty of packages, but most of them are not maintained by Turris team. You can find a list of packages maintained by the Turris team in the Turris OS packages repository and you can also file issues against them there, although before that please read the issue submission guide.

If you have an issue with a package not maintained by Turris team, you can file an issue against the upstream tracker. Please read the OpenWrt bug reporting guide.

Turris support⚓︎

There is official Turris support available via e-mail tech.support@turris.cz. It is not 24/7 and it deals with hardware issues and with serious software issues in supported software. It will not help you design your network, nor will it fix any package available in OpenWrt.

Warning

Whenever you are contacting us via e-mail, be sure that the total size of all attachments won’t exceed the size 14MB.


Last update: 2021-07-28