Kwatanta Nazarce-nazarce

Learn how to find answers to support questions

Before diving into troubleshooting on your own, consider using these suggestions. They might save you time and effort! =Find answers to support questions= The support question may already have an answer that you simply have to find. You may try the following resources. ==Knowledge Base articles== Try searching the [/contributors/most-visited Knowledge Base/KB articles] before anything else. This is especially true if you're running into a simple how-to question which might be already documented in the KB. These articles have been quality-reviewed and have information for all supported systems. Remember, you're not only helping the person who's asking the question, you're helping people who read the thread in the future. You can use one of these methods to link a Knowledge Base article: * Put the article name within double brackets. For example, <nowiki>[[</nowiki>Diagnose Firefox issues using Troubleshoot Mode<nowiki>]]</nowiki> becomes [[Diagnose Firefox issues using Troubleshoot Mode]]. * Use the '''Post a Reply''' box "Insert a link..." tool to find and post links to support articles: *# Click the "Insert a link..." icon. *# Start typing the article name in the ''Link Target'' section under ''Support article''. The autocomplete feature should find the article. *# Select the article from the drop-down list and click {button Insert Link}. * Go to the article, copy the shorten link you can find by the end of it and paste it on your reply. ==Common responses== Sometimes, some questions are very common that there are saved responses for them. To post one of the available [[common forum responses]], use the "Common responses" tool in the forum reply box. ==Support release wiki== If you're supporting Firefox users, you can also look for release information related to a specific Firefox version by going to the support release page in the following Mozilla wiki page: [https://wiki.mozilla.org/Support:Releases]. Each page include official release notes, support articles specific to the release, and community updates that can help you stay informed about what's new, what's changed, and what issues may have been fixed or introduced. ==Using generative AI tools== While we don’t formally endorse the use of generative AI tools, contributors are permitted to use them to assist with replying to support questions in our Community Forums, as long as they adhere to our policy. That said, it’s important to acknowledge the limitations of generative AI. These tools may produce inaccurate or outdated responses, especially since they are often trained on older data. For this reason, we strongly encourage all contributors to carefully validate any AI-generated content before posting it in the forums. Providing incorrect information (even when you did it unintentionally) can erode trust and create confusion for users. Always review and fact-check AI-generated replies to ensure they’re accurate, current, and aligned with the most current state of our products. If you choose to use generative AI in your forum contributions, please take a moment to read [/kb/contributor-policy-generative-ai-usage our policy] on generative AI usage to understand the expectations and guidelines. ==Other resources== An important rule to remember when posting in the forum is “refer to Knowledge Base articles” before anything else. If you can't find the answers you are looking for in the Knowledge Base, here are some alternative resources for troubleshooting information: * [/questions Support forum threads] * [https://www.jeffersonscher.com/sumo/search.html SUMO Questions Advanced Search] * [https://bugzilla.mozilla.org/ Bugzilla] * [http://forums.mozillazine.org/ mozillaZine Forums] * [https://www.reddit.com/r/firefox/ Firefox subforum on Reddit] {note}'''To link to a [https://wikipedia.org/wiki/Uniform_Resource_Locator URL] (web address), put it within single square brackets, with a space separating the URL from the text. <nowiki>[</nowiki>https://www.mozilla<!-- -->.org/firefox/new/ Download Firefox] becomes [https://www.mozilla.org/firefox/new/ Download Firefox].'''{/note} If you find yourself using external resources, consider adding their information to an existing article or proposing a new article – see [[About the Knowledge Base]]. Because this site is the first line of Mozilla support and a Knowledge Base search is the first thing most users will do, having the information in a Knowledge Base article will let the user find the info more easily by themselves. = Investigate an issue = If you can't find previous cases of the issue happening, here are some tips on figuring out the problem yourself. {note}'''Note:''' If you need more help investigating Firefox issues, see the [[Firefox Support troubleshooting guide]] article.{/note} * Consider the user's operating system and product version. * '''Please look carefully at the product. For example, questions about Firefox for Android or Firefox for iOS will need different answers than Firefox desktop questions.''' * Take a look at the user's [[Find and install add-ons to add features to Firefox|add-ons]]. In particular, watch for extensions that are known to cause problems. * Try to isolate the cause of the problem. ** Does the problem happen on your computer? This is useful for determining whether it's a problem with the user's setup. ** Does the problem happen in Firefox Troubleshoot Mode or Thunderbird Safe Mode? See [[Diagnose Firefox issues using Troubleshoot Mode]] and [[Safe Mode Thunderbird]]. ** Does the problem happen when security software is temporarily disabled? ** For Firefox issues, does the problem happen in another browser, such as Internet Explorer for Windows or Safari for Mac users? If so, it's a problem on the system, not Firefox. * In case of crashes, see [[Helping with crashes]]. Again, if you find out the solution, consider adding it to the Knowledge Base. = Complete Forum Support Guidelines = Are you interested in supporting Firefox (and other Mozilla's products) users by answering support questions? Please follow these guidelines that will help explain how we do things: * [[Mozilla Support rules and guidelines]] - Make sure to read the rules and guidelines first * [[Support forum - Find support questions]] — Learn how to find support questions * '''[[Support forum - Find support answers]] — Learn how to find answers to support questions (You're here!)''' * [[Support forum - Post replies]] — Learn how to post replies to support questions * [[Support forum - How to escalate]] — Learn how to escalate an issue * [[Support forum - How to follow up]] — Learn how to follow up on an issue * [[Support forum - Offtopic and duplicate questions]] - What to do with offtopic and duplicate questions? * [[T:supportforum]]