12.6 Support for openSUSE
Useful support information for openSUSE is available in a number of
If you encounter problems with the installation or use of openSUSE
that you are unable to solve, our experienced support staff can offer
practical assistance with the free installation support for registered
releases. Nearly all common customer problems can be eliminated quickly
and competently. You can use the extensive support offered through the
community as well.
12.6.1 Free Installation Support
Our free installation support is provided for a period of 90 days
following the activation of your registration code or following the
release of the next version. If you cannot find an answer to your
question in any of the available information sources, we will gladly
provide assistance for the following issues:
Installation on a typical home user system or laptop equipped with a
single processor, at least 512 MB RAM, and 3 GB of free hard disk
Resizing of one Windows partition that occupies the entire hard disk.
Dual-boot installation with Windows, limited to Linux Support.
Installation of a local ATAPI CD or DVD drive.
Installation from a remote CD/DVD drive
Installation on the first or second hard disk in an IDE-only system
(/dev/sda or /dev/sdb) or
supported S-ATA system, excluding RAID.
Integration of a standard keyboard and standard mouse.
Configuration of the graphical user interface (without the hardware
acceleration feature of the graphics card).
Installation of the boot manager in the MBR of the first hard disk
without modifying the BIOS mapping.
Setup of Internet access with a supported PCI ISDN card or external
serial modem (not USB). Alternatively, setup of DSL based on PPPoE with
a supported NIC.
Basic configuration of a supported WLAN adapter.
Basic configuration of an ALSA-supported PCI sound card.
Basic configuration of a locally-attached compatible printer with
Basic configuration of an IDE CD writer for use with k3b (CD burning
application) without changing the jumper setting.
Configuration of a supported PCI ethernet card for LAN access with
either DHCP (client) or static IP. This does not include the
configuration of the LAN or any other computers or network components.
It also does not cover the configuration of the computer as a router.
Fault analysis is limited to checking for proper loading of the kernel
module and the correct local network settings.
Configuration of an e-mail client (Evolution or KMail) for collecting
mail from a POP3 account. Fault analysis is limited to checking for
proper settings in the e-mail client.
Support for the package selection GNOME Desktop or KDE Desktop.
Upgrade from the previous version of the product.
Kernel updates (only official Novell update RPMs).
Installation of bug fixes and security updates from the official update
server using online update or the manual method.
For a detailed listing of the subjects covered by the free installation
In case you are not sure if your support is covered, please do not
hesitate to give us a call. We are happy to assist.
We recommend to use http://support.novell.com/eService to
open a service request and to provide us with the relevant information
like problem description and log files. It helps us to avoid misspelled
commands, links, or directory names, which often cause frustrating
problems and are particularly common during phone conversations. You
will receive a reply soon providing a practical solution.
12.6.3 Preparing a Support Request
We endeavor to help you as quickly and precisely as possible. The effort
and time needed is considerably reduced if the question is formulated
clearly. Please have answers to the following questions ready before
Which program and version are you using? During which process does the
What exactly is the problem? Try to describe the error as precisely as
possible, using phrases with words such as when
When X is pressed, this error appears).
What hardware do you use (graphics card, monitor, printer, ISDN card,
etc.)? You can get this information from the YaST Hardware
Detailed documentation can be found in manuals, online help, and the
Support Database. These comprehensive documentation of openSUSE
gives guidance to solve a variety of problems. The SUSE Help Center on
your desktop provides additional information about installed packages,
the vital HOWTOs, and info pages.
You can access the latest Support Database articles online at
http://www.novell.com/usersupport or access the
community Support Database at http://en.opensuse.org/SDB.
The Support Database, one of the most frequently used databases in the
Linux world, offers our customers a wealth of analysis and solution
approaches. You can retrieve tested solutions using the keyword search,
history function, or version-dependent search.