Thread: The Bug Reporting Tool and You

How to Attach A Screenshot With the Bug Reporting Tool

Bugs reported from in-game, whether through /bug or through Help/Submit a Bug, no longer support attachments. If you have a screenshot or other attachment that you would like to send to us, you must submit the bug from the forums themselves using the Submit a Bug link.

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Submitted bugs are an extremely important tool for QA. The bug forum is looked at regularly, and bugs are submitted from QA to the Development team on a daily basis.

If you find a bug in game, please report it through one of the following methods:

• /bug in the in-game chat window (preferred!)
• The 'Report a Bug' link in the in-game Help menu (ESC/Help by default)
• http://forums.lotro.com/new_bug.php (Only method that supports attachments)

Please do not 'report' bugs on the forums by starting a thread or making a post. Bugs reported in this manner will not be submitted to our database and will take significantly longer for us to learn about them and therefore address them.

Please Enter All Information Asked For in Each Field

Most of your character information will auto-fill if you use the in-game methods. Please fill in all the fields that do not.

If you are not logged in to the forum we ask that you please provide your forum name as part of your bug. Sometimes we need to contact you for further information and Private Messaging is our best way of doing this.

"Please give step-by-step instructions on how to recreate this problem"

What we are looking for here is any kind of information that may help QA research and reproduce the bug. If there are details, particularly with boss fights or instance runs, that you think may have contributed to the bug occurring, please include them with the bug.

We are not looking for you to reproduce the bug yourself or tell us how to fix it. That's our job, after all!

Location: Please try to report your bug from the location where it is happening

We cannot emphasize enough how important the accuracy of this information is for us. If you cannot report the bug immediately, please type /loc in your chat box. You can then scroll back in your chat log at a safer time and copy/paste this information in the details of your bug.

Please do not use the command ;loc - this returns information we cannot use. Please use /loc and provide the entire string of gibberish.

Screen Shots FTW!

You know the old adage 'A picture is worth a thousand words'? Well, it's true. If you are having a graphics issue of any sort, you're reporting a landseam or clipping of cosmetic items, a floating object or an unreachable craft node - nearly anything you find yourself trying to describe the appearance of - please please please include a screenshot. Often our developers can just look at an issue and can determine the cause.

NOTE: If you are reporting a bug about the Interface not behaving properly, please assure you are using the default UI and have no alternate skins applied.

Any options for those of who who can't get the in-game MyLotro tab to load effectively?

This window isn't resizable and is larger than comfortably fits in my UI. I did manage to find the login button when eventually, but the window is so large by default I can't close it or move it without managing to hit the toggle to close it again.

Originally Posted by Crell_1

Any options for those of who who can't get the in-game MyLotro tab to load effectively?

This window isn't resizable and is larger than comfortably fits in my UI. I did manage to find the login button when eventually, but the window is so large by default I can't close it or move it without managing to hit the toggle to close it again.

First I would suggest possibly changing your display resolution to make the window more manageable.

If you're uncomfortable doing that, my best suggestion is use the forum to submit your bug rather than the ingame tool:

http://forums.lotro.com/new_bug.php?

As long as you're logged in to the forum, the tool will allow you to attach the screenshot.

So I'm assuming that if someone has had their access to the forums removed that logging in and attaching screenshots is not an option? Or does being logged into MyLotro count?

Originally Posted by Ayrolen

So I'm assuming that if someone has had their access to the forums removed that logging in and attaching screenshots is not an option? Or does being logged into MyLotro count?

I'm actually not sure? I will pose this question to the web team and try to find an answer.

EDIT: Thank you, Sapience, for answering below!

Originally Posted by Kehleyr

As long as you're logged in to the forum, the tool will allow you to attach the screenshot.

The window is fine for entering /bugs, as it closes itself when finished. I'll just have to use the forums to enter a screenshot. I'd been under the mistaken impression that a change was made so you have to use the client side login to MyLotro to attach a screenshot, but as this appears not to be the case I'll be able to copy the relevant /loc data from the client window and submit a full report including screenshot via the forum link.

Originally Posted by Kehleyr

First I would suggest possibly changing your display resolution to make the window more manageable.

While on my desktop this is in theory an option, my laptop actually has serious stability and usability issues unless I'm running in windowed mode. It's a reasonably old machine, that still plays comfortably in most open-landscape content I've done, and can handle at most of the 6mans I've thrown at it.

Even on my desktop I prefer to play in windowed mode and not take up the entire screen with the client, because the length of time taken to alt-tab to another application decreases by significant portions of time (upwards of 30s-1min) compared to playing in 'full screen mode' enabling me to multi-task during my playsessions.

Thank you Turbine for fixing the tool so they can be attached again, it saves a lot of time explaining when everyone can see whats happening and be on the same page!

Originally Posted by Ayrolen

So I'm assuming that if someone has had their access to the forums removed that logging in and attaching screenshots is not an option? Or does being logged into MyLotro count?

If you've been banned from the Community Sites you will usually lose access to everything tied to them. So lotteries, blogs, forums, mylotro, and any other system that relies on those tools to operate.

There are some instances where you may be banned from only the forums, but again that would mean any system that relied on the forums to function would also be unavailable to you.

Tried for the life of me to do this last night, and it just would not let me attach a screen shot. When I brough up the in-game browser, it showed me already logged in. Logged out and in a few times, but no dice.

Edit: Just saw the step about "clicking the Forums Tab". I will try that tonight and see if it makes the difference.

i dont really know where to go with this post but, since the update this morning i simply cannot log on to my Lotro account :/ i type the right password in and it continously says 'retry 1 of 2'. so i changed my password in order to log on and it said 'retry 1 of 2' again. I was wondering if anybody has any ideas on what i should do?

This is definitely not the place for your post. If you can not find the proper place post in the General Forum.

To answer your question you problem often occurs when there is server maintenance, they lock the account server. Try to log in after 11 AM eastern time. see this post for more information http://forums.lotro.com/forumdisplay...ervice-Updates

Originally Posted by Kehleyr

As many of you have noticed, our Bug Reporting system has changed a bit in the past few weeks. No longer should you have the frustrating experience that /bug used to cause - removing the need to log in to the forum seems to have solved many of the problems the majority of our players were having.

However, it also removed the ability to add an attachment by default.

You can still attach screen shots and other files to your bugs - you just have to go through a few extra steps to do it.


These steps should only need to be done once per play session, however they will have to be done every play session if you want to add an attachment.

• Log in to the game and click the 'Click to toggle MyLOTRO' button on the Radar.
• Log in (if you are not already)
• Click on the 'Forums' tab <-- do not skip this! It's important!
• Close the ingame browser and type /bug or go to 'Report a Bug' through the Help menu
• You should now have the ability to attach a file to the bug

Since this process is logging you in to the forums, your email address and forum name will be attached to the bug automatically as before, so no need to enter the email address again.

I hope this helps, and keep those bugs coming!

Do you need to log out when reporting a bug for it to be fixed?

Ok, so i reported a bug about the Track mines skill not working on my char 'Braggadarius' on Vilya, but hadn't seen this thread and was gonna attach a pic here but just realized i cant... lol

Originally Posted by Ninjamaster616

Do you need to log out when reporting a bug for it to be fixed?

Ok, so i reported a bug about the Track mines skill not working on my char 'Braggadarius' on Vilya, but hadn't seen this thread and was gonna attach a pic here but just realized i cant... lol

Try opening your mini-map and going to the drop-down menu of filters and make sure that the filter for resources is checked. I can't remember if that's exactly what it's called, but it should be easy to find.

Originally Posted by Ayrolen

Try opening your mini-map and going to the drop-down menu of filters and make sure that the filter for resources is checked. I can't remember if that's exactly what it's called, but it should be easy to find.

thx! just did that and it worked! ty ty ty!

Changed the OP to make this a general Bug thread as opposed to just screen shots.

Will zip files be opened when attached to a bug report or are there security policies in place which prohibit Dev/QA members from opening anything besides images or text files?

I filed a bug today and wanted to provide a screenshot, a dxdiag report and my UserPreferences.ini. But as it appeared only one file could be attached so I zipped those 3 files.

Originally Posted by rulez

Will zip files be opened when attached to a bug report or are there security policies in place which prohibit Dev/QA members from opening anything besides images or text files?

I filed a bug today and wanted to provide a screenshot, a dxdiag report and my UserPreferences.ini. But as it appeared only one file could be attached so I zipped those 3 files.

It'll be interesting to hear what they say about this. I know a couple of times I inserted a link in my description to an unpublished (accessible to those with the link only, supposedly) YouTube video clip because it was the only way to demonstrate the issue. I've also done multiple reports on the same issue if I needed to add more information and it's not something to post on the forums, and I make sure to name them similar and mention the other's title for reference.

Originally Posted by rulez

Will zip files be opened when attached to a bug report or are there security policies in place which prohibit Dev/QA members from opening anything besides images or text files?

I filed a bug today and wanted to provide a screenshot, a dxdiag report and my UserPreferences.ini. But as it appeared only one file could be attached so I zipped those 3 files.

We prefer only 1 file at a time. If you feel more attachments are necessary, it's preferred you file more than one bug.

Originally Posted by Cerridwen

It'll be interesting to hear what they say about this. I know a couple of times I inserted a link in my description to an unpublished (accessible to those with the link only, supposedly) YouTube video clip because it was the only way to demonstrate the issue. I've also done multiple reports on the same issue if I needed to add more information and it's not something to post on the forums, and I make sure to name them similar and mention the other's title for reference.

Typically we won't reference any links.

Multiple reports are fine, as I stated in my previous post, although please assure you are logged in to the forums when you make them. This way the bugs can be referenced through your forum name, which makes linking them together a lot easier for us.

What I've found I've had to do to attach a screenie, is the same as the instructions~~ except once on the Mylotro site---log off- log back in- go to forums(usually takes twice) and then the ability to attach is there.
The road is a bit longer.....but I guess i need the excercise.
/cheers,
Sut

Originally Posted by Joefender2001

What I've found I've had to do to attach a screenie, is the same as the instructions~~ except once on the Mylotro site---log off- log back in- go to forums(usually takes twice) and then the ability to attach is there.
The road is a bit longer.....but I guess i need the excercise.
/cheers,
Sut

If you're already logged in when you call up My.LOTRO you shouldn't need to log out and back in again.

Simply click on the forum tab until the forums display (yes, it usually takes twice, I will update the OP). Everything after that should work.

I've tried it...honest!!!! But I'll give it another go or three. More later.......
/cheers
Sut

Stupid question - is there an option to alter the bug report or delete it afterwards? I jumped the gun at least once and felt bad (forgot that you didn't get the "gift for X" right at the start).

Originally Posted by Rouven

Stupid question - is there an option to alter the bug report or delete it afterwards? I jumped the gun at least once and felt bad (forgot that you didn't get the "gift for X" right at the start).

Unfortunately, no. A bug report is kind of like a remote forum post. The only way we would be able to allow you to edit it would be to give you access to that 'forum', which, for obvious reasons, we cannot do.

Is there any way to follow up a bug report? I was decon'ing some LI's earlier and didn't get a scroll so I freaked out and fired off a report. Then when i was back in my bags I saw the LI still there, I accidentally locked it and decon'ed a different LI, so the report i made was false (unintentionally) and I'm wondering what I can do to rectify this since I don't know if there are punishments for bad reports and it was an honest mistake.

There is no way to follow up on any report unless they specifically get in touch with you; Don't worry too much, they'll figure out it was a mistake when it doesnt get reproduced.

Originally Posted by Kehleyr

Unfortunately, no. A bug report is kind of like a remote forum post. The only way we would be able to allow you to edit it would be to give you access to that 'forum', which, for obvious reasons, we cannot do.

Originally Posted by Mainpage

Is there any way to follow up a bug report? I was decon'ing some LI's earlier and didn't get a scroll so I freaked out and fired off a report. Then when i was back in my bags I saw the LI still there, I accidentally locked it and decon'ed a different LI, so the report i made was false (unintentionally) and I'm wondering what I can do to rectify this since I don't know if there are punishments for bad reports and it was an honest mistake.

Best thing to do here is just file another report stating you made your first one in error. And trust me, you wouldn't be the first. We're all allowed mistakes in times of panic.

We wouldn't dream of punishing anyone for 'bad' reports. You're doing us a favor by filing them! The last thing we would want to do is scare you into not making reports because you're afraid they're not good enough.

The only way you can get into trouble with bug reports is if you abuse the system in some manner, usually extensive foul language. Real people do read these and abusive language is the same as posting an offensive forum entry.

Using the tool for suggestions or a method of getting in touch with a GM won't get you in trouble, but it won't get your issue addressed, either.

A remember a sistem like this in a game called TF2, it worked VERY effectively.
So ill be reporting bugs from now on

This is helpful info and useful for those with specific graaphic or glitch type problems. What does one do with a more general problem: ie entering Moria. I nhave three bug reports filed with no reply?? Is there anyone at the other end of this?? Is your name Peggy and you work in a hovel in Kazekstan?
End rant.

Originally Posted by wally300

This is helpful info and useful for those with specific graaphic or glitch type problems. What does one do with a more general problem: ie entering Moria. I nhave three bug reports filed with no reply?? Is there anyone at the other end of this?? Is your name Peggy and you work in a hovel in Kazekstan?
End rant.

I just replied to your other thread... http://forums.lotro.com/showthread.p...-Report-System
And just some friendly advice - chill on the insulting of the people who review your bug submissions if you want them to take you seriously.

Originally Posted by wally300

This is helpful info and useful for those with specific graaphic or glitch type problems. What does one do with a more general problem: ie entering Moria.

I'm guessing by this you mean you're having trouble completing the quest that allows access to Moria? If this is the case, a bug report will not help you. Bug reports are not acted upon immediately. We have set times of day when we review the bugs and submit them to the developers to be addressed.

Your situation sounds more like a GM ticket, which you can submit through our Help system. Those are monitored 24/7 and if it's a situation that a Game Master can assist with they will contact you as soon as they are able as long as you are online. If they cannot assist, they will tell you what action to take. Sometimes this does result in your filing a bug anyway, but at least you know your problem is not immediately actionable.

The other thing you can try in situations like this is ask in the Global Channels (OOC, Regional, or, if you choose to join it, the user created channel 'GLFF'). In many situations the players are able to give advice and offer workarounds to many situations that aren't really bugs but rather something that isn't really clear what needs to be done.

Originally Posted by wally300

I nhave three bug reports filed with no reply??

We do not reply to bugs. There are a couple reasons for this:

1. We literally get hundreds of bug reports a day. We simply do not have the resources to reply to each one individually.
2. Often times, by the time QA reviews a bug, it has been several hours since the time it was reported. At that point any kind of reply would probably be moot.

At one time we did have an automated email that went out to acknowledge that your bug was received. As this email requires you to be logged in to the forum when you submit your bug to be sent, we chose to discontinue this feature. The email address requested at the end of the bug reporting form is only used if your bug is an extreme situation that we may need more information from you. We very, very rarely contact players in this manner.

Originally Posted by wally300

Is there anyone at the other end of this?? Is your name Peggy and you work in a hovel in Kazekstan?
End rant.

While I can understand your frustration (you're simply trying to enjoy our game and some frustrating mechanic is keeping you from doing that) we do ask that you try and be as calm, clear and constructive in your bug reports as possible. Real people do read these - it's very helpful for us to have details and not rants in trying to investigate reported issues.

I hope these answers give you a little more confidence in our bug system, and I hope the situation you were reporting has been resolved.

As seen in this screenshot there was noway to report this bug!

Uploaded with ImageShack.us

a kinmate & me were in the underworkings when he droped though the flooring to his death. retreating put him way outside the instance.
I turned around & started back to meet up with him & found myself traped below the flooring.
with no way out short of porting out. Reporting the bug from in game proved to be impossible too.

willing to bet you already knew about this bug, but why aren't the player made aware of them. or even better why is the instance even open? Instance death/traped seems as close to game stoping as you can get q:

Originally Posted by IceTeaMan

As seen in this screenshot there was noway to report this bug!

It is true that if the forums are down you will be unable to report a bug in any fashion, whether it be from in game or the forums themselves. This is an unfortunate consequence of any online system. When that system is unavailable, so are all systems connected with it.

My best advice at that point is keep as much information you can handy so when the forums do come back online you can report your bug then.

I have a question. Sometimes I encounter situations in the game that are unexpected and I don't know whether they are bugs or intended. For example, the new highest tier weapon recipes make weapons with common damage which is different from the previous top tier weapon recipes. Should I submit a bug report saying I am disappointed in the available recipes even though there is no way to know whether this is a bug or not?

Originally Posted by dietlbomb

I have a question. Sometimes I encounter situations in the game that are unexpected and I don't know whether they are bugs or intended. For example, the new highest tier weapon recipes make weapons with common damage which is different from the previous top tier weapon recipes. Should I submit a bug report saying I am disappointed in the available recipes even though there is no way to know whether this is a bug or not?

Safest thing to do is anything that appears unusual, assume it's a bug. Only the developers can know for certain whether something is intended or not.

We'll investigate on our end and take whatever action is necessary. Sometimes it is by design or working as intended, but we would much rather have a report of a non-issue than possibly miss a real problem.

Yes, this is the one time that assumption is a good thing.

Originally Posted by IceTeaMan

but why aren't the player made aware of them.

Actually, if you read the Known Issues, you'll see that it is.

Durin's Bane scored a hit with Shadow Strike on Radioheads for 4,779 Shadow damage to Morale.

Durin's Bane scored a hit with Execute on Tabulisi for 11,236 Shadow damage to Morale.


OD second BOSS SO DIFFICULT to defeat when we are 75lvl ,seckill anyone......

Two guardian skills that are not working 100%.

Challenge of Darkness doesn't set Additional tactical mitigation when Guardian's Ward is set up.

15% additional damage on bleeds from Hemmorrage doesn't apply in Thrust and Salt the Wound bleeds.

Originally Posted by Orithor

Two guardian skills that are not working 100%.

Challenge of Darkness doesn't set Additional tactical mitigation when Guardian's Ward is set up.

15% additional damage on bleeds from Hemmorrage doesn't apply in Thrust and Salt the Wound bleeds.

This is a thread about the bug-reporting tool, not the actual place to report bugs. If you want to report these as bugs, you need to either type /bug while you're in game or browse to the Support tab on these forums and go to "Submit a bug."

I recently sent a bug report in with reference to possible loss of skirmish marks (20k, not a trivial amount), and as I have read in this thread Developers will not reply to Bug reports, how do I know what action has been taken, will I see a result of my report, will I get my Marks refunded, although I understand the need for the Bug Reporting System, unlike the Submit a Ticket system there seems to be no accountability with the Bug report, I have no idea if mine has been looked into, actioned, ignored, put down to player foolishness or is an actual Bug, unlike the ticket system where you always get an answer, although the majority of answers seem to be `report this as a Bug`.

In short, how do we get an answer , especially if we feel we have lost in-game items.

Originally Posted by Reapor

I recently sent a bug report in with reference to possible loss of skirmish marks (20k, not a trivial amount), and as I have read in this thread Developers will not reply to Bug reports, how do I know what action has been taken, will I see a result of my report, will I get my Marks refunded, although I understand the need for the Bug Reporting System, unlike the Submit a Ticket system there seems to be no accountability with the Bug report, I have no idea if mine has been looked into, actioned, ignored, put down to player foolishness or is an actual Bug, unlike the ticket system where you always get an answer, although the majority of answers seem to be `report this as a Bug`.

In short, how do we get an answer , especially if we feel we have lost in-game items.

The loss of in-game items, such as Skirmish Marks, should be addressed with Account Management, not via bug report. You should file an account ticket here on the forums or call Turbine during regular business hours and speak with a customer service rep.