[community] support portal feedback

[Alison Macrina]

Hi everyone,

I've attached a txt file with some feedback about the support portal.
Some of it is about things that aren't working, and some are suggested
edits to the q&a templates.

Something I have yet to do is test the whole thing using new Tor Browser
8.0 features. I will be reaching out to Gus soon to work on that together.
-- 
Alison Macrina
Community Team Lead
The Tor Project
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Support portal feedback

* Overall suggestions

- We need some kind of feedback mechanism on the site that includes the instructions for filing a bug report summarized (https://trac.torproject.org/projects/tor/wiki/doc/community/HowToReportBugFeedback)

- We should also link to every keyword that should lead to a new article (this happens in some places but not many)

- When you click on a subject from the left, it scrolls down too far (skips the title and the first question and the page lands on the 2nd or 3rd question)

- The FAQ should include the clock skew question -- "Tor Browser won't connect, but it doesn’t seem to be an issue with censorship."


* Suggestions for content changes on specific questions

- When I use Tor Browser, will anyone be able to tell which websites I visit?

Change the text to this (make sure to change under "FAQ" and also under "Tor Browser":  

"Tor Browser prevents people from knowing the websites you visit. Some entities, such as your Internet Service Provider (ISP), may be able to see that you're using Tor, but they won't know where you're going when you do. 


- Our website is blocked by a censor. Can Tor Browser help users access our website? 

Change the first instance of this question (under FAQ) to match the other instances (under Tor Browser and Censorship).


- Can I use a VPN with Tor?

The text in this question is missing a link under "learn more about combining Tor + VPN".


- What are the most common issues with the latest stable version of Tor Browser?

Change the text to this:

"Whenever we release a new stable version of Tor Browser, we write a blog post that details its new features and known issues. If you started having issues with your Tor Browser after an update, check out ​https://blog.torproject.org for the most recent stable Tor Browser post to see if your issue is listed. If your issue is not listed, please file a [bug report trac.torproject.org] about what you're experiencing."


- My antivirus or malware protection is blocking me from accessing Tor Browser.
 
After the part of this text that says "Finally, restart Tor Browser." add "This should fix the issues you're experiencing. Please note that some antivirus clients, like Kaspersky, may also be blocking Tor at the firewall level."


- How do I update Tor Browser? 

A couple of the screenshots in this section have default text still on them. 


- Is there a way to change the IP address that Tor Browser assigns me for a particular site? 

The screenshot here has default text on it. 


- Should I install a new add-on or extension in Tor Browser, like AdBlock Plus or uBlock Origin?

Change the text to this:

"It's strongly discouraged to install new add-ons in Tor Browser, because they can compromise your privacy and security. Tor Browser already comes installed with two add-ons — HTTPS Everywhere and NoScript — and adding anything else could deanonymize you."


- Will my network admin be able to tell I'm using Tor Browser?

Change the text to this:

"When using Tor Browser, no one can see the websites that you visit. However, your service provider or network admins may be able to see that you're connecting to the Tor network, though they won't know what you're doing when you get there." 


- I’m having trouble using features on Facebook, Twitter, or some other website when I’m using Tor Browser.

Change the text to this:

"Sometimes Javascript-heavy websites can have functional issues over Tor Browser. The simplest fix is to click on the "onion menu," then click on the security slider. Set your security to "Standard.""


- Why is Tor Browser built from Firefox and not some other browser  

This question is missing a question mark. 


- Does Tor Browser use a different circuit for each website?

Change the text to this:

"In Tor Browser, every new domain gets its own circuit. ​The Design and Implementation of Tor Browser document further explains the thinking behind this design."


- Why did my search engine switch to DuckDuckGo?

Change text to this:

"With the release of Tor Browser 6.0.6, we switched to DuckDuckGo as the primary search engine. For a while now, Disconnect has had no access to Google search results which we used in Tor Browser. Since Disconnect is more of a meta search engine which allows users to choose between different search providers, it fell back to delivering Bing search results which were basically unacceptable quality-wise."


- Why does my Tor Browser say something about Firefox not working?  

The link mentioned here needs to be fixed.


- Can I still use another browser, like Chrome or Firefox, when I am using Tor Browser 

This question needs a question mark. 


- Can I set Tor Browser as my default browser?

This question is duplicated. The second instance should be deleted. 


- My favorite website is blocking access over Tor

Change the title to "A website I am trying to reach is blocking access over Tor"

Change the text to this:

"Sometimes websites will block Tor users because they can't tell the difference between the average Tor user and automated traffic. The best success we've had in getting sites to unblock Tor users is getting users to contact the site administrators directly. Something like this might do the trick:

"Hi! I tried to access your site xyz.com while using Tor Browser and discovered that you don't allow Tor users to access your site. I urge you to reconsider this decision; Tor is used by people all over the world to protect their privacy and fight censorship. By blocking Tor users, you are likely blocking people in repressive countries who want to use a free internet, journalists and researchers who want to protect themselves from discovery, whistleblowers, activists, and ordinary people who want to opt out of invasive third party tracking. Please take a strong stance in favor of digital privacy and internet freedom, and allow Tor users access to xyz.com. Thank you."

In the case of banks, and other sensitive websites, it is also common to see geography-based blocking (if a bank knows you generally access their services from one country, and suddenly you are connecting from an exit relay on the other side of the world, your account may be locked or suspended). If you are unable to connect to an onion service, please see I cannot reach X.onion!"


- Does Tor Project make an application for private chat?

Remove final period at the end of the answer text, and add a link to get in touch with us. 


- To use GetTor via email.

Add glossary link mentioned in the answer. 

- What is a bridge?

Move this question to the "censorship" section.


- What is a .onion or what are onion services?

Change text to this:

"Onion services allow people to browsebut also to publish anonymously, including publishing anonymous websites. Onion services are also relied on for metadata-free chat and file sharing, safer interaction between journalists and their sources like with SecureDrop or OnionShare, safer software updates, and more secure ways to reach popular websites like Facebook.

These services use the special-use tld .onion (instead of .com,.net,.org,etc..) and are only accessible through the Tor network."


- How can I donate to Tor Project?

Remove the "e" at the end of "FAQ".