Last updated on 2019-10-15

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 problems 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! (Foris -> About)
  • If you have logs, include them. But be aware that those might contain sensitive data.

If you are contacting official Turris support, always include the S/N of your router - you can see this either on the bottom of your router, About tab in Foris or as the output of command crypto-wrapper serial-number.

Getting logs

Warning

If you come across an 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 Foris

If you use the Foris interface to maintain your router, you can use it to generate logs using Diagnostics page. The modules, which are usually the most interesting are turris_version, dmesg, messages, dns and network. If the nature of the problem suggests that other modules could also be useful, you can check them. The required logs will be downloaded if you click Generate button.

Foris: Diagnostics

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 are a more experienced user and you have SSH access, interesting logs might be the following:

  • The contents of /var/log/messages
  • The output of the dmesg command
  • A list of the installed packages, that is the output of opkg list-installed
  • If your problem concerns the network, content of /etc/config/network is also of some interest.

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 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, which is a platform for our users to discuss among themselves and to help each other even with unsupported scenarios.

Issue tracker

Turris OS is based on OpenWRT which is Linux distribution. As such it contains plenty of packages, but most of them are not maintained by Turris team. You can find list of packages maintained by Turris team in Turris OS packages repository and you can also file issues against them there.

If you have an issue with a package not maintained by Turris team, you can file an issue against upstream tracker. Most of the upstream packages are maintained in OpenWRT packages repository.

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 it will fix any package available in OpenWRT.