Forums were great back in the day, but the reality of things is that user information is private. Generally, you'd need to obtain their password information to troubleshoot exact steps - as a result, forums are not really the best option.
A dead looking forum is never good, either for search engines or for the general public. We used to have one for years, we ended up killing it off a few years ago and swapped to a blog system instead for providing information and some general comments. A dead forum just looks bad all the way around.