Thread: The Bug Reporting Tool and You

Originally Posted by Moir_IV

I have just reported a quest bug that so far looks like it is only on my character.
I opened a ticket today and got the dev reply of cant help, submit a bug report.

I feel like I have been left to fix the problem myself.

Based on the above, not sure, but sounds as though you submitted a ticket to Technical Support. Technical Support and reporting in-game bugs are two different areas / services. If you get stuck in a quest you can request in-game Help from a Game Master that can assist you with a quest or direct you on your quest chain (possibly). I know, that answer is a bit fuzzy, but first place to go! The Game Masters will not give you the "answer" as to how to complete anything but can direct you and assist you on your path in Middle Earth, usually as gently as possible

If you are stuck you can chose to type in /unstuck and leave the area for restart to an instance, for example. Not sure if you got a reply from Dev or GM but there are various "helpers" in the LOTRO game that perform specific tasks. Bugs are mostly for "repeatable errors" of various kinds whether game based or when interacting with a NPC, graphics glitches, exploits, etc.

It sounds as though you were properly directed. The problem may or not be connected to your character / server choice. You can always submit a ticket to Technical Support team to verify if the issue is your computer, LOTRO game / servers, or your ISP. Please do not feel as though you are left to "fix the problem yourself." Submitting bugs and taking the time to post all the information required does take time and if this does not suit your fancy: keep playing.

Originally Posted by Kehleyr

How to Attach A Screenshot With the Bug Reporting Tool

To attach a screen shot or any other file to your bugs you must first be logged in to the forum. If you are using the forum link you will already be logged in. If you are using the in-game tools you must first cache your login to the forums from the game itself:

• Once in-game, click in the button on the radar to toggle MyLOTRO
• Log in
• Click on the 'Forums' tab until the forum list displays <-- do not skip this. It's important
• Close the browser
• Type /bug in the chat window (or use the link in the Help menu)

Above is a very basic way to report any bug with a screenshot to quality control. I can pretty much guarantee that quality control is on top of any bug reports posted -- hey, that is their job and they get paid to read all the stuff sent in! (Do you want that job?)

They are the Masters of making the game look perfect. However, of course they cannot be/view every location at all times. They may not be familiar with your ISP, your particular computer (thus DXDiag is usually requested if you send in Technical Support Ticket). Help pages are really good, also, just asking other players: yes I answer my in-game mail, though make take day or two! Patience is a virtue.

The ancient question for the repair of anything technical: this is old-fashioned tech term, perhaps, but: rule out operator head space error. Meaning: the operator of the machine / software / gear / whatever has failed in some manner to fully comprehend how to perform a certain task or function depending on the hardware / software involved.

For example, as old teletype tech, the first thing we did was to check the connections (inside and outside). Second thing we did was to perform a basic signal adjustment which was easily disrupted by the movement of equipment. It usually took less than one minute to do this adjustment. Third, ask the operator to recreate the problem: show and tell time (see Kehleyr and above with regards to how to "show and tell" with regard to LOTRO.)

I highly recommend the above notes as to how to "properly submit a bug" as clearly posted by Ms. Kehleyr. Skip sending zip files, etc. Just use the above.

Side note and FYI: no, you will NOT receive any feedback about your bug. The only feedback you will get is to return to that location and have the satisfaction of seeing that "bug" fixed!

Woot! Btw: that is also the time to say "thank you for the fix" and stop complaining about not getting feedback. How much feedback do you think QA gets when they fix something? The only satisfaction they receive is no more complaints / feedback / bug reports. ~ sigh ~

Just know that "they are out there listening, observing, playing, and fixing" things! Kudos to the QA team. Good job!

P.S. I remember when there was an old graphics error in Rivendell, the Guest House where you go to see Aragorn for the Book I epic story line. Anyhow, should have taken a screen shot, but I remember playing for months when every time you ran up to the Guest House, half of the door was missing! LOL! We just joked about it and moved on. Obviously, it has been "repaired." Would love to see a screenshot of that "missing" half of the Guest House door if anyone saved it!

Originally Posted by HRHoftheWraithRiders

If you get stuck in a quest you can request in-game Help from a Game Master that can assist you with a quest or direct you on your quest chain (possibly).

I've seen that suggestion several times, but I've never seen instructions on how to do this. How does it work?

Originally Posted by Annariel

I've seen that suggestion several times, but I've never seen instructions on how to do this. How does it work?

Open a ticket, but to be perfectly honest it has never helped me. Latest example, A Black Wind from the East, answer: Sorry, but we can not offer any assistance in-game. Have you submitted a bug report? Yes, as well as many others! Then please wait for the next patch and perhaps the problem will be fixed.

Originally Posted by Tarmuar

Open a ticket, but to be perfectly honest it has never helped me. Latest example, A Black Wind from the East, answer: Sorry, but we can not offer any assistance in-game. Have you submitted a bug report? Yes, as well as many others! Then please wait for the next patch and perhaps the problem will be fixed.

Okay, so... how do I open a ticket?

The only thing I've been able to do is file a bug report (via the Help menu or via the /bug command). Am I missing something really obvious?

Originally Posted by Annariel

Okay, so... how do I open a ticket?

The only thing I've been able to do is file a bug report (via the Help menu or via the /bug command). Am I missing something really obvious?

If you are Free to Play you will be unable to open a GM ticket.

If you are Premium and haven't made a purchase within the past 30-45 days, then you will be unable to open a GM ticket.

If you are VIP, you should be able to open one any time. Hope that helps!

what if i can't log in?

Originally Posted by Rae88

what if i can't log in?

Not really sure what you are asking here.

You are clearly logged in to the forums, otherwise you would not be able to post, so I'm guessing you mean you are having trouble logging in to the game itself? In which case you would need to contact Customer Service.

If you mean something else, please elaborate and I will do my best to help you.

Are the bug reports even read? I have reported so many problems and they just remain broken and dozens more just pile up. Is there someone that actually works on this and if so can you hire them about 1000 helpers?

Originally Posted by Lalraen

Are the bug reports even read? I have reported so many problems and they just remain broken and dozens more just pile up. Is there someone that actually works on this and if so can you hire them about 1000 helpers?

Reading bugs and fixing bugs are two very different things. Quality Assurance reads the bugs, attempts to recreate the bugs to assure that it is really a bug, and if it is, they pass the bug onto the appropriate developer to fix it. And when it comes to fixing bugs, there are priorities. Minor things that are not game-breaking (like spelling/grammar issues, clipping with weapons, etc) aren't going to get fixed as fast as things that prevent players from questing or playing their class.

Oh I'm not even talking about spelling/grammar etc. Who cares if doors in Stangard say you're entering Bree? I'm talking about the dozens of bugs that DO prevent you from playing.

Simple question. When you have submitted a bug, wich is character based, and in my case has to do with a deed that i cant complete, due to lack of "recorded quests done in certain areas", do you get any feedback, either ingame mail or via the email adress I used when submitting the bug report. The one affected me, is aparently an old one, wich was fixed, just didnt work for me, for some reason.

Regards Dimhilion

Originally Posted by Ayrolen

Reading bugs and fixing bugs are two very different things. Quality Assurance reads the bugs, attempts to recreate the bugs to assure that it is really a bug, and if it is, they pass the bug onto the appropriate developer to fix it. And when it comes to fixing bugs, there are priorities. Minor things that are not game-breaking (like spelling/grammar issues, clipping with weapons, etc) aren't going to get fixed as fast as things that prevent players from questing or playing their class.

As a former signal repair tech, ye, sure, number one is make it work. Number two: make it look pretty. Number three? that is for the devs. I do not write code. If you can write computer code all I can say is submit application to Turbine (Turbine had recent advert for jobs).

I have to say, having a custom built puter for this game, a tower, and yes, I can install my own graphics card: this game rocks. The only issue is that to run an I7 MB and this game at full bore is very expensive on a laptop: best choice for me was to run a tower config. Lots of players helped me choose my card / case / etc. Just ask. Lots of help out there. Feel free to send me PM. Always ready to assist!

I'm not really sure where I should post this, so please bear with me.

I've been playing lotro and other games for several years now, and enjoy the experience.

Everything has been going swimmingly, but today, all of a sudden, whenever I try to log into any sever, I am unable to.

Basically, it all loads as usual, but when the preliminary system load/check gets down to 'loading character data'...

...it more or less sits there for a minute, and then says I've been disconnected.

(I also play Battlefield P4F, and a similar thing went down on it today.)

Could someone please tell me what the deal is, and how I can fix it?




I've tried unblocking them completely from security/firewall, but that didn't help. My internet connection is great. My computer is a Dell Inspiron 750 with 4gb ram, around 16gb of ready boost, windows 7, AMD Athlon II X2 245 Processor 2.9GHz, and all the good stuff, so that shouldn't be a problem.

The only thing I can think of, is that something in my computer settings needs to be changed, the games on the other end are having probelms (unlikely as I've seen nothing posted about it), or the University where I'm staying has decided to install some sort of blocking system for games as of today.

In any case, your help would be greatly appreciated!

You should be posting here: http://forums.lotro.com/forumdisplay...hnical-Support

This thread is just for discussion about how the bug reporting tool functions and questions about how to report a bug.

Originally Posted by cubasnmbdasgd

Simple question. When you have submitted a bug, wich is character based, and in my case has to do with a deed that i cant complete, due to lack of "recorded quests done in certain areas", do you get any feedback, either ingame mail or via the email adress I used when submitting the bug report. The one affected me, is aparently an old one, wich was fixed, just didnt work for me, for some reason.

Regards Dimhilion

Apologies for the delay on replying to this.

If I'm understanding your question, you're asking do you, the submitter, receive any feedback (either in ingame mail or an email) from Turbine regarding bugs you filed. The answer to that question is 'no'.

We receive literally hundreds of bug reports a day. We simply do not have the resources to reply to every one of them or to set up some kind of response forum that would address every report we get, as much as we would like to.

Originally Posted by Kehleyr

Apologies for the delay on replying to this.

If I'm understanding your question, you're asking do you, the submitter, receive any feedback (either in ingame mail or an email) from Turbine regarding bugs you filed. The answer to that question is 'no'.

We receive literally hundreds of bug reports a day. We simply do not have the resources to reply to every one of them or to set up some kind of response forum that would address every report we get, as much as we would like to.

Maybe some kind of Bugwiki would solve this problem.

Another question that bugs me...
Should I write the bugreports in englisch or in german?

Originally Posted by Schinderhannes

Should I write the bugreports in englisch or in german?

You should write your bug reports in the language you feel most comfortable writing. We have in house translators for French and German, and every other language, well, we do our best.

Originally Posted by Kehleyr

You should write your bug reports in the language you feel most comfortable writing. We have in house translators for French and German, and every other language, well, we do our best.

Maybe I should do my next one in Finnish... In fact, I think I'll fill in the details with the local dialect of Savonia. In an old-fashioned style. That's guaranteed headache for you!

Be afraid. Be very afraid... :P

Originally Posted by Kehleyr

You should write your bug reports in the language you feel most comfortable writing. We have in house translators for French and German, and every other language, well, we do our best.

If you have in house translators for German and French, it should not be defficult to translate the Bug-Report Completely in German or French.I think that should increase exact Bug reports from the German and French Game-Servers.

Do we have a Tech, thread here?
I cant find one since moving over from Codemasters.

I'm having a few problems after a new build pc with client crashing.
No responce from bug reporting yet.

Would be nice to know if others are having client crashes with the new z77 ivy bridge boards or not.

Cheers.

Originally Posted by Moir_IV

Do we have a Tech, thread here?
I cant find one since moving over from Codemasters.

I'm having a few problems after a new build pc with client crashing.
No responce from bug reporting yet.

Would be nice to know if others are having client crashes with the new z77 ivy bridge boards or not.

Cheers.

This forum might have some answers for you:

http://forums.lotro.com/forumdisplay.php?15-Customer-Support

Good luck!

Thank you

Question about the bug reporting tool --

Not 100% sure when this started, but after reporting a bug, instead of getting a on-screen confirmation that my bug was submitted like I used to, the contents of the bug reporting window turn black, and there is no notice of whether or not the bug has been submitted.

Are my bug reports still being submitted successfully?

Originally Posted by Cataria

Question about the bug reporting tool --

Not 100% sure when this started, but after reporting a bug, instead of getting a on-screen confirmation that my bug was submitted like I used to, the contents of the bug reporting window turn black, and there is no notice of whether or not the bug has been submitted.

Are my bug reports still being submitted successfully?

Usually if you do not get the confirmation screen the bug did not go through. You may want to contact Tech Support and see if they can help with this issue.

Originally Posted by Kehleyr

Usually if you do not get the confirmation screen the bug did not go through. You may want to contact Tech Support and see if they can help with this issue.

I get this same problem about half the time when submitting bugs using both the in-game browser and outside the game from other browsers.

It's disheartening to know that as many as half my bug reports never made it to the QA team. Perhaps Turbine should change the name of the in-game window from Bug Tracker (since it's never been possible to track your own bug reports) to Bug Report Eliminator.

I do not have the patience to spend another 10 minutes typing in the details of a bug report if the forum software casually flushes them down the drain.

Edit: I have submitted this issue to Technical Support as instructed, although I suspect they will need to forward it to the web team for investigation and correction.

Originally Posted by Kehleyr

Usually if you do not get the confirmation screen the bug did not go through. You may want to contact Tech Support and see if they can help with this issue.

Or...how about YOU contact "tech support" and management and alert them to a potential issue with the bug system? I know I rarely submit bugs any more because taking 5-15 minutes out of game time to write a bug is irritating enough -- having a 50/50 chance that the eternal "beta" community system will vanish the report takes it to a whole new level of unfulfilling.

It's really frustrating that again and again we see that so many Turbine employees really don't get the fact that you are selling a product/service, and with that comes an ethical obligation to deliver. It's not on the purchaser to provide quality -- it's on the provider. That's you.

I just tried submitting a bug and got the same problem mentioned in the past few posts (black screen on submission).. The message was written black on black.

Originally Posted by Galuhad

I just tried submitting a bug and got the same problem mentioned in the past few posts (black screen on submission).. The message was written black on black.

Error message given is actually exactly same that came up repeatedly here on the community site as well, when it wasn't working properly. It's just on a different background colour - in-game browser uses black background, while regular browsers have white background. Error pages seem to have default black text on both.

I gave up on reporting any bugs, and will not be reporting any until the community site hitches are also solved. I'm guessing that as long as one of them (CS and Bug Report Forum) isn't working right, neither of them will work right.

I preordered the Raiders of Rohan extension from you today, the money has been lifted from my bank account, i got the activation code, but its not working. I always get 2 types of error message:
1: You cannot upgrade a suspended subscription. Please reactivate the subscription first and try again. [err: 29306] t

ATTENTION: One or more of your subscriptions has been suspended or downgraded from VIP status due to non-payment. Please click “Resume Subscription” to restore the subscription`s former Active or VIP status.
2: The Game Card you have entered is invalid. If you believe this is an error, please contact Turbine Customer Service by visiting support.turbine.com. [err: 30018]

I even got the mail that I have bought the extension and I followed the activational steps. I would like to get this problem solved!

Originally Posted by Hardik

I preordered the Raiders of Rohan extension from you today, the money has been lifted from my bank account, i got the activation code, but its not working. I always get 2 types of error message:
1: You cannot upgrade a suspended subscription. Please reactivate the subscription first and try again. [err: 29306] t

ATTENTION: One or more of your subscriptions has been suspended or downgraded from VIP status due to non-payment. Please click “Resume Subscription” to restore the subscription`s former Active or VIP status.
2: The Game Card you have entered is invalid. If you believe this is an error, please contact Turbine Customer Service by visiting support.turbine.com. [err: 30018]

I even got the mail that I have bought the extension and I followed the activational steps. I would like to get this problem solved!

A good start to getting your problem fixed would be posting in the right section of the forums (although they can't actually help you with account problems via the forums anyway). This thread is about the bug reporting tool in-game, not a place to report account problems. You need to either file an account ticket or call Turbine account services directly during business hours and get it worked out.

Should /bug be used to report lag issues?

I do not know if anybody had reported this already, or this is a known issue.


There is an invisible wall (rubberband) in Entwash Vale, between Eaworth and Thornhope. The only way to get to thornhope is if you run on the edge of the mountain area. Even on the drakes lair, there is a wall between it and the rest of Entwash Vale, the only way to go to the drakes lair is if you take the route from Norcrofts.


I am sorry if this happens to be a spam, I´m not reading forums too much... If this is not a known issue, please be advised then.



Thank you

Originally Posted by khaesh

I do not know if anybody had reported this already, or this is a known issue.


There is an invisible wall (rubberband) in Entwash Vale, between Eaworth and Thornhope. The only way to get to thornhope is if you run on the edge of the mountain area. Even on the drakes lair, there is a wall between it and the rest of Entwash Vale, the only way to go to the drakes lair is if you take the route from Norcrofts.


I am sorry if this happens to be a spam, I´m not reading forums too much... If this is not a known issue, please be advised then.



Thank you

Please assure you have reported this using one of the methods outlined in the opening post of this thread. Thank you for taking the time to do this!

Originally Posted by ElvisC

Should /bug be used to report lag issues?

Sure, just please be sure to give as much information as possible (what you were doing, how many people seemed to be affected by it, etc).

Another really helpful thing when reporting lag issues is to give us information about your system and your internet connection as part of the bug report.

I did /bug this in-game, however, I thought it may be a good idea to mention it here.

I have been unable to get the picture link on the bug form, regardless of opening the community forum in-game.

Having been in RoR beta, I tried all the then "known" procedures for operating the bug reporting tool.

Dont know if it is happening to others.

Thanks,

Wyllo

Originally Posted by RavnDottir

I did /bug this in-game, however, I thought it may be a good idea to mention it here.

I have been unable to get the picture link on the bug form, regardless of opening the community forum in-game.

Having been in RoR beta, I tried all the then "known" procedures for operating the bug reporting tool.

Dont know if it is happening to others.

Thanks,

Wyllo

Ah, this is actually an issue with Awesomium, which was deployed to our servers last week.

Unfortunately, Awesomium does not support attachments, so you cannot add attachments of any sort for bugs filed from in game.

I will see what I can do about getting some text added to the form with this information, and update the OP of this thread.

Originally Posted by Kehleyr

Ah, this is actually an issue with Awesomium, which was deployed to our servers last week.

Unfortunately, Awesomium does not support attachments, so you cannot add attachments of any sort for bugs filed from in game.

I will see what I can do about getting some text added to the form with this information, and update the OP of this thread.

Didnt we find out that Awesomium was the cause of a lot of problems with crashes in the Beta

I know everytime I crashed and had to Ctrl-alt-del out, there was 4x (yes FOUR) Awesomium Process active

It was also THE main cause for the /bug reporting tool not working properly

We now know that it is used solely for the Chrome Browser

I, too, was in the last 4 versions of ROR Beta and was never able to post screenshots or a video (which would have been nice considering my major issue was that the War Steed looks like it is a pacing / racking race horse).

It would be nice to have this fixed, because the one comment I always get is: send us a screenshot. If this program is not functional and you need a screen shot or video? The browser I use is Firefox. Never checked processes to see what was being used. I can in the future. I never had to do ctl / alt / delete but it did take logging in game and then in the browser for it to work with ROR Beta. Annoying. I bet lots of folks were in such a hurry to see the new places, they never bothered. Except for load tests perhaps LOTRO could do a better job screening BETA TESTERS. We are there to TEST, not to see the latest and greatest and come back to run through it as fast as we can.

I could be wrong. I usually am wrong. I hate being right.

Originally Posted by Kehleyr

Ah, this is actually an issue with Awesomium, which was deployed to our servers last week.

Unfortunately, Awesomium does not support attachments, so you cannot add attachments of any sort for bugs filed from in game.

I will see what I can do about getting some text added to the form with this information, and update the OP of this thread.

I also recently noticed the lack of screenshot uploading...

It sounds like Awesomium isn't so awesome

: o(

This isn't really a bug, but I ran across an area with some funky graphics. The rocks on the side of the mountain are sliced up into the sky. I just left the drake cave and killed the elite drake.

Location: 44.5 S 61.9W
Time: 8:00 pm EST 11/13/2012
Dwarrowdelf Server