Getting help with the Helix Community website

Getting help with the Helix Community website

If you are having problems with the Helix Community website, there are a number of support channels.

  • Forums and Mailing lists - to help answer any questions or issues you might have with the various components of the system (Like player, server, producer etc.).
  • Helix IRC Server - This is the best real-time support option. There are often people on the channel 24 hours a day, 7 days a week, though it is most active during business hours in Seattle, WA. (U.S Pacific Time Zone)
  • Community Issue Tracker - If there is a problem that is clearly a bug in how the site works, this is the best place to report it. We won't necessarily handle the problem right away, but this is the best way to ensure that we eventually fix a problem.
  • admin@helixcommunity.org - This is the address for the Helix Community system administrators. Please reserve use of this alias for issues dealing with permissions and account management, and to report site outages and other critical malfunctions.
  • RealNetworks' Paid Helix Development Support Options - RealNetworks provides private developer-to-developer assistance to all Helix developers or Real OEM's who have licensed the Helix technology and who have purchased either a Software Development Support or Software Development Incident Support package. The Helix Development Support Group will answer questions about the Helix source code, Helix SDKs, or other licensed code and/or SDKs from Real as well as the code you are writing which utilizes the above-mentioned Helix code, with guaranteed response time.

If you find issues with the site, please file a bug and/or a support request in the "community" category on the bug tracker. If you are having a problem with the bug tracker itself, send mail to admin@helixcommunity.org.

More information about site downtime, site improvements, and other community participation issues can be found on the Community project homepage.