The Bug Reporting Tool and You

[jwlbigdog2005]

While I sympathize with players that are having issues with specific bugs, please do not use this thread to discuss them. Please start a new thread on the topic, or, if it's already being discussed, add to those.

Thank you very much for your assistance and understanding with this request.

Excuse me, but what thread would you recommend for discussing what information you need via the bug reporting tool? The title of this thread would lead me to believe that this was the appropriate venue for that specific question.

[Kehleyr]

Excuse me, but what thread would you recommend for discussing what information you need via the bug reporting tool? The title of this thread would lead me to believe that this was the appropriate venue for that specific question.

My comment was actually directed toward discussing the specifics - apologies for not being clear.

As far as the information we need, just as clear and concise on the details that are happening is really all we can request from you.

We don't expect you to run diagnostics or have a profound knowledge of code and programming - just report what you can as you see it happening to you. Screen shots, locations, and group dynamics/skills used are always helpful.

Complex bugs are just that, complex, and details from many experiences is what's going to help us track down the cause.

[Gwenryth]

Hey Kehleyr, it seems you're the "bug-guru" here

Please be so kind and help us with few answers regarding the bug reports for translation issues.
We hijacked the Sapience Thank You thread, but maybe here is the correct place to ask.
It seems there is an error anywhere in the chain, because the French and German community is sending bug reports for wrong skill descriptions since we got Isengard, and nothing happend.

Maybe we all took the wrong section in the bug report in the past, but unfortunately there is no section for translations.
Which would be the best for such issues? Typos/Grammar?

Should we report in English or French/ German, or both? Some people don't speak English...

We have pre-Isengard tooltips (yes, we know this because there were Dev-Diarys which explained that old skills were revised).

Some of our skills don't match the designations on the legendary items or vice versa... it's a huge mess, and it would be nice if someone could give us clear informations, how we players can do our best to help the loca-team getting rid of the issues.
We really want to help if we can, at the moment it's immense frustrating to see that nothing happend since Isengard

[Kehleyr]

Hey Kehleyr, it seems you're the "bug-guru" here

Please be so kind and help us with few answers regarding the bug reports for translation issues.
We hijacked the Sapience Thank You thread, but maybe here is the correct place to ask.
It seems there is an error anywhere in the chain, because the French and German community is sending bug reports for wrong skill descriptions since we got Isengard, and nothing happend.

Maybe we all took the wrong section in the bug report in the past, but unfortunately there is no section for translations.
Which would be the best for such issues? Typos/Grammar?

Should we report in English or French/ German, or both? Some people don't speak English...

We have pre-Isengard tooltips (yes, we know this because there were Dev-Diarys which explained that old skills were revised).

Some of our skills don't match the designations on the legendary items or vice versa... it's a huge mess, and it would be nice if someone could give us clear informations, how we players can do our best to help the loca-team getting rid of the issues.
We really want to help if we can, at the moment it's immense frustrating to see that nothing happend since Isengard

I genuinely sympathize with your situation - and I know those sound like empty words to you at this point as you have been putting up with this issue for a very long time - I unfortunately am not at liberty to comment on the progress of any bugs.

TYPOS/GRAMMAR is best for Translation issues, and whatever language you feel most comfortable using is the one you should use in filing these types of bugs. I know the form only shows up in English, which again must be frustrating.

I wish I could give you a more constructive answer, but when it comes to actually fixing the bugs that have been reported, that goes beyond my scope of expertise.

[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.

[HRHoftheWraithRiders]

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.

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!

[Annariel]

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?

[Tarmuar]

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.

[Annariel]

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?

[Kehleyr]

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!

[Rae88]

what if i can't log in?

[Kehleyr]

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.

[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?

[Ayrolen]

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.

[Lalraen]

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.

[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

[HRHoftheWraithRiders]

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!

[Nimdraug]

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!

[Ayrolen]

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.

[Kehleyr]

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.

[Schinderhannes]

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?

[Kehleyr]

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.

[Elaida]

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

[Bedalin]

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.

[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.