We realize that the last attempt for this project was a bit confusing to everyone and required a lot from everyone involved, so the goal this time is to make it easier to understand and follow, while helping everyone stay on the same page and making sure nothing gets overlooked. Essentially, this thread will be an index guide for the Bug Reports forum. This thread is a fresh start, where everything will be treated as a new issue, regardless of how long the issue has been present for. This thread is strictly for bugs, typos, or other errors with the actual game. Urgent, emergency, and individual support issues should not be posted here.
We will be using a work flow style reporting system in this thread across four separate posts. The four posts that follow are:
Current: Issues that are freshly posted to the forum and/or have not yet been forwarded by us and/or we have not received acknowledgement for.
Reported: Issues that we have forwarded to R2 and we have received acknowledgement for.
Pending: Previously Current or Reported issues that require additional information.
Not a bug: For everything that isn't actually a bug.
Information in these posts will be recorded as "[Feature/Function name] - [a few words about the bug] - [link to the supporting thread]"
How You Contribute:
Note: One issue per thread and post, one thread and post per issue! Do not combine bugs in the same thread or post, even if they are in the same event/function/feature. Do not link to the same thread for multiple issues.
To submit an issue in this thread, please follow the guidelines:
Step 1: Check the lists to see if your issue has already been reported. If it has, visit the existing thread linked in the list to supply additional information or commentary. If it has not, proceed to Step 2.
Step 2: Create a New Topic in Bug Reports and Support
- Title: Please put the feature/function name and a few words for what is bugged about it in your title. This helps everyone who looks at the forum.
- Screenshot or video - Always take a screenshot when something goes wrong in the game. No matter what the issue is, we will always be asked for a screenshot. A video would be more appropriate for more complicated bugs, or bugs that require multiple steps to reproduce. Note: There's no such thing as 'nothing' - take a picture of what it should show, or what you clicked on, or whatever is on your screen after clicking it even if 'nothing' happened.
- Clear and complete description - Be very specific here. What server date and time did this happen? What game function is this in? What steps do we need to take to reproduce this bug? Did you notice anything else out of the ordinary? Does it only happen if you do something specific, or does it happen all the time? More information is always better.
- Character name, server, and platform - Sometimes R2 needs to check character logs, and sometimes issues are only present on specific servers. Include your information to speed up the process.
Step 3: Post a reply to this thread.
In your post, include the following:
- Screenshot (optional) - You will have a screenshot in your supporting thread, so include one here if you want to make things a little easier for us, but we won't be bothered if you choose not to.
- The issue - Be specific and brief, or copy and paste your original post. We are looking for the basic facts here - what it is and where it is - so that everyone else will know if the bug they are about to report is the same or different from one already reported.
- Character name and server (optional, sort of) - Include your character name and server if the issue is only impacting your server, otherwise this is optional since it's already included in your supporting thread.
- Supporting thread link - If you created the thread, or if you're bumping an old one, include the link to that thread. This is always required. If there's no link, the post will be removed.
Step 4: The optional step, for those who like to be extra helpful or are bored.
- For any issue that has been reported, it is good to confirm it's also happening to other people. You may visit the supporting links and add your 'me too' by including additional observations about the issue, your character name and server to show it's affecting many people, or maybe point out when something isn't bugged just misunderstood (this is also something that is forwarded, but as feedback).
- Look through the Pending list and help complete any reports that need help being completed.
- Look through the Reported list and let us know when things have been fixed.
What Not To Post Here:
Do not post issues in this thread that cover the following topics:
Lag/Connection
Billing/Payment
Server Down/Server not launched
Individual lost/missing/deleted items
Account issues
Do not post commentary in response to other posts. Use the linked supporting thread for that.
Do not quote other posts. Visit the linked supporting thread if you need to provide additional information about an issue.
Any posts that do not follow the guidelines will be removed.
Any questions about this thread can be sent to any mod or posted in a separate thread.
What We Will Do:
- Once an issue has been posted to this thread, a mod will review the post and the supporting thread.
- If the guidelines have been followed, and all information provided, we will add the issue to the Current list, and will forward the issue to R2 at the next opportunity.
- Once we have received acknowledgement of the report, we will move the issue to the Reported list - we may or may not reply to the supporting thread during this process. We will frequently request status updates from R2 on everything in this list, if we hear anything other than 'it's reported/devs are checking' we will respond to the supporting thread.
- If information is missing or we receive feedback from R2 that more information is needed about a particular issue, we will move the issue to Pending, and we will leave a note on the supporting thread to explain what is needed. Once the requested information has been provided, we will add the issue back to the Current list and start over.
- If a report is confirmed to not be a bug, we will move the issue to Confirmed Not a Bug, minus the link to the supporting thread. Supporting threads will be moved to Game Discussion and Feedback for everyone to voice their thoughts on the subject so that it can be forwarded as feedback. We will always ask that R2 obtain confirmation from the developer prior to putting any issues in this category.
If an issue has been fixed, we need any player to provide confirmation that it has been resolved so that we can remove it from the list and remove the post from the thread. This can be done by sending a mod a private message or posting in the supporting thread. Keep in mind that because play styles and progress vary, we don't all experience the same bugs and so we do need help with keeping the thread as current as possible. Mods will not remove any issues from the reported list unless other players have confirmed the issue has been fixed. If an issue returns or wasn't fixed for everyone, post in the original supporting thread and let us know.
Other Notes:
- The purpose of this thread is to keep everyone on the same page with what's been reported and what still needs to be reported. We aren't given a time frame on when issues will be fixed.
- Posting in this thread is completely voluntary, but doing so helps everyone stay in the loop and prevents reports from getting lost as they get bumped down the list.
- If the guidelines are followed but some information is missing, that's okay. We can work together to complete any reports that are missing information, which is why we want threads to still be posted for each issue. Anyone can help provide information for any of the issues in the Pending list. The faster reports are completed, the faster they get forwarded to the devs.
- If not sure if an issue belongs in this thread, ask in the supporting thread or send a mod a pm.
- If the community at large is not able to follow the guidelines and cleaning up the thread becomes too much of a hassle, this project will come to an end.
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