The Bug Reporting Tool and You

[Kehleyr]

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.

[MTminas]

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

[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.

[Ayrolen]

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.

[Kehleyr]

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.

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.

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.

[IceTeaMan]

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:

[Kehleyr]

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.

[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?

[Kehleyr]

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.

[opurt]

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

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

[radioheader]

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......

[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.

[Ayrolen]

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."

[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.

[Ayrolen]

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.

[Reapor]

I was told by the in-game ticket system to file a bug report, and this is manned by GM`s

[Crisdinga]

how do we do screenshots? i have used print screen and F11 and the only time i get an image is when i am on the log in page where you choose what character you will log in with...every time i try from actually in the game the result is nothing but a black screen image. am i doing something wrong? i have not reported any bugs yet but if i do it would be nice to add a screenshot with it.

[Kehleyr]

how do we do screenshots? i have used print screen and F11 and the only time i get an image is when i am on the log in page where you choose what character you will log in with...every time i try from actually in the game the result is nothing but a black screen image. am i doing something wrong? i have not reported any bugs yet but if i do it would be nice to add a screenshot with it.

The only time I have witnessed this problem is with a dual monitor setup and running LOTRO on the secondary monitor. If the game isn't on the primary monitor, print screen won't work.

There may be some shenanigans or trickery that will make it work - I'm not sure about that.

If this doesn't appear to be your issue, you may have better luck finding an answer in the Technical Support forums.

[Crisdinga]

i will go there then and thank you...i have just the one computer and the one monitor...so that isnt my problem. thank you again.

[Over-Lord]

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

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.

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)

The resulting form should have a field at the bottom allowing you to attach a screenshot. This will also connect your forum name and email address to your bug automatically, so you would not have to provide that information as part of the bug.

asaffsafasfa

[Nemosm93]

I have problem with epic quest. I can't finish vol 2 book1 chap 11 :worth beyond measure -(need to achive the tenth lvl of advancement with my new weapon ) . I didn't know how to slot symbol (chap 10:forgotten linage -quest) so I ask for help and peoples told me to lvl it up to tenth lvl and I did that with runes . Now I have this quest chap:11 to lvl it up ( which I did before I get quest to do it)-and now I cant't finish it or reforge weapon . I want to know how long they need to fix a bug ? ( I sent "report a bug" 3 days ago)

[Kehleyr]

I have problem with epic quest. I can't finish vol 2 book1 chap 11 :worth beyond measure -(need to achive the tenth lvl of advancement with my new weapon ) . I didn't know how to slot symbol (chap 10:forgotten linage -quest) so I ask for help and peoples told me to lvl it up to tenth lvl and I did that with runes . Now I have this quest chap:11 to lvl it up ( which I did before I get quest to do it)-and now I cant't finish it or reforge weapon . I want to know how long they need to fix a bug ? ( I sent "report a bug" 3 days ago)

I can't comment on how long or even if a bug will be fixed in this thread. This thread is solely for discussion on the use of the Bug Reporting tool.

[Hipo]

I have problem with epic quest. I can't finish vol 2 book1 chap 11 :worth beyond measure -(need to achive the tenth lvl of advancement with my new weapon ) . I didn't know how to slot symbol (chap 10:forgotten linage -quest) so I ask for help and peoples told me to lvl it up to tenth lvl and I did that with runes . Now I have this quest chap:11 to lvl it up ( which I did before I get quest to do it)-and now I cant't finish it or reforge weapon . I want to know how long they need to fix a bug ? ( I sent "report a bug" 3 days ago)

Thats something your gonna want to send in a help ticket for. A 'fix' for that could be weeks/months out.

[Gyndori]

What I hate with the bug report is that you get no feedback on any progress or even lackof progress, you are left hanging. I've reported bugs years ago which are still in the game. It would be nice just to hear that if something can't be fixed that it is still being considered. It's all very disappointing from a customer viewpoint. Surely customer feedback should be high on any company's list of priorities and resources should be made to accomodate it.

[HRHoftheWraithRiders]

This is a great thread. New information, very helpful.

One question: for the screenshot, do we still press F11 when graphics bug happens? Then toggle Radar, etc, to report?

I am accustomed to going into docs for pics.