Submitting Bug Reports

Hi everyone!

The Bug Reports forum will no longer be used for submitting bug reports to the QA team. Please submit all out-of-game bug reports through the Support web site (http://support.lineage2.com). The Support web site provides a better tracking system than the message board, and it gives the QA team more information about your character and the problem you may be experiencing.

To submit a bug, go to http://support.lineage2.com and click the Ask a Question link.

Fill in all the required fields and as much additional information as possible. In your description, please include:

<ul type="square"> Bug Summary Steps to Reproduce Location when bug occurred (/loc if possible) Character Race and Class Character Name Any loss you may have experienced as a result

Providing other information such your graphics card, how long you were playing, screenshots, and anything else that might be useful is also appreciated. Every detail will help us nail down the issue!

Choose Bug Report as the Department and click Submit Question to send us the bug.

We appreciate all your bug reports!

This begs the question. Was this decision made because Miykael left the company or did this decision force Miykael out?

Bug reports forum is useful so players can interact with other players and make them aware of the problems. Other players can then confirm the bug exists or explain how the OP misinterpreted a game mechanic as a bug. Of course then you need staff to actively manage it, unlike support which is mostly automated in terms of tracking and categorizing reports (relax spam, I said mostly) ^_^

But if you don't want that to happen on the official boards, guess it won't happen.

(PS I just think Xaen is being lazy so he can goof off on PTS more)

Players are still able to discuss problems on the official message board in the Technical Discussion forums, but we will not gather bug reports from the forums.

:confused:

Reporting through support.plaync.com helps smooth out the process. We can track the results better, as well as directly interact with the player.

As Mirstelyl stated you are free to discuss issues in the technical forum, we just will not be using it as a reporting forum.

We plan to work on improving the system and welcome suggestions.

As Mirstelyl stated you are free to discuss issues in the technical forum, we just will not be using it as a reporting forum.

Xaen is competing with spam for spelling champion of NCSoft!

We plan to work on improving the system and welcome suggestions.

I said it before and I'll say it again: Tie the in game petition system to support. Give the petitioner an option where they check a little box when typing in a petition where if the box is checked, a ticket to support is automatically opened. If an in-game GM actually responds, the transcript of that conversation is recorded in the ticket.

This would solve the player issue of being told "please visit support.lineage2.com" and instead a ticket is automatically opened. This would allow players to contact support from the game, which is good (++++communication!) I could be wrong, but I think you'd get a lot more bug reports if players didn't have to exit the game or alt tab, open up a browser, etc. to send in a bug report.

As Mirstelyl stated

You seen that too.. Ohhhhh Someones going to be in the dog house nowwwww.

We plan to work on improving the system and welcome suggestions.

Suggestions huh?

this would be the best thing in my opinion. Be able to pull up a menu while in game and make the bug report. I know other games have it and it helps enormously as you have all the information you need, right there in front of you.

Then you can go on playing.

Otherwise one needs to write it down, minimize game, open up your browser... etc.

Twice I've gone to the support site with a bug report.

Twice I've left without submitting a report.

It's clunky, unclear, and annoying.

I pay to play, don't get paid to report bugs. Make it easy or I'll leave it for someone with a stronger sense of responsibility and community to do.

i liked the bug forums and read them everyday
without it i wouldnt know about the relog buff bug
or the a grade recipie price bug

Same, read them every day. I liked it because I could keep up on the bugs and let my clan know about these things before they ran into it.

i liked the bug forums and read them everyday
without it i wouldnt know about the relog buff bug
or the a grade recipie price bug

bugs? what bugs? I found one and I did enter it through the support.l2.com and it was not all that clearly explained on how to submit it (maybe the person that wrote those directions was the same person that wrote the directions on converting C4 PTS to C4 and forgot to add that if you run a full check before C4 goes live that it will update your C4 PTS to C3 --- as it was written, it only said that C4 was ready to download/update and to run a full check). Anyways; I submitted the bug of the Merchant of Mammon facing the wrong direction &lt;--- did no one use the Merchant on the PTS or were they all dodging "PvPers gone wild."

Reporting through support.plaync.com helps smooth out the process. We can track the results better, as well as directly interact with the player.

Unfortunately, I can't agree to effectiveness of support.plaync.com
There are three factors involved:
a) Response time and response assurance
No doubt it's the strong factor for such things. You always get respose. You always get someone to contact you back. Reports tracking is generally not a problem with such advanced system.
I realy appreciate NCSoft decision to utilise this bug report system. It created huge capabilities for support team. But then we come to second factor.
Even though the system is all good, there are bugs on support page (at least valid for 2 most popular browser in the world). Authorisation expires in few minutes and fully written bug report should be send twice.
You can refer the case #051216-000252 if you want. Unfortunately the "interaction with the customer" ended at the entrance point. I am only sure the report was reviewed by someone in support team, no idea about developers team (it was supposedly forwarded to). Still unresolved, for sure. But here we come to second factor...
b) Response accuracy and human factor
Unfortunately human factor is a weak spot in the whole system. For nearly every technical problem question you are asked for DXDiag file.
Even though the problem has nothing common to graphics, computer drivers etc.
For example, recent network connectivity issues for one has got this request.
Suport stuff works according to some strict rules that don't apply to every case.
I remember numerous times I got absolutely dull answer. Many times I have got a "standard answer" in cases I stated the answer in original message and it does not clear the case up.
Few times support officers did not follow the conversation from the beginning and tried to solve another problem or answer another question - not the one I tried to submit. In such cases most customers just give up. Problem is marked as solved for support and everyone is happy... but the customer.
For example, I have reported possible bug with skill on PTS. I have got the answer: "Currently, we are not able to offer reimbursement on the Public Test Server."
What the heck reimbruisement has common to "Bug Report" department on PTS?
There is one major limitation that makes things even worse. We are not supposed to report bug if it happens to someone else. For example if someone in my clan can't tally up Chilly Coda he is the only person to report the issue. If I try to report the issue, I get the answer "Ask your friend to report it". Sometimes I can reprodure the bug and report it like it happened to me originally. Sometimes it's impossible. And here we come to third factor...
c) Language
There are many players who can't speak (type) english fluently. Even more, many can't connect two words other than in-game standard phrases. People just are simply inadequate english writers to report anything. It might be not the problem for you, but in conjunction with "report only your bugs" policy it effectively blocks some might-be-valuable bug reports. Forums help sometimes as reproduction of bug report might be easier for someone in NCSoft rather than every customer.

We plan to work on improving the system and welcome suggestions.

1) I'd like to ask you to put back threads about patch notes and known bugs.
These two threads are more than useful for general reference, since patch notes and known bugs are not maintained with proper details in News section. Not only they listed bugs, but many tiems they provide workarounds for current state of the server.
2) It might be good idea to provide some sort of priority listing for known bugs as well. It's obvious developers can't fix all bugs momentarily, but some bugs has higher priority and people will calm down knowing the bug with, say, sweeper is going to be fixed as soon as possible.
3) It would be good to maintain a thread for known exploits list as well. I don't mean exploit reproduction system or the like. Just the list of things players should be aware of to not fall in troubles unknowing about them.
4) Bug reports forum was used few times to reproduce some major but still rarely happen bugs (like Zaken door issue). Are you going to continue this practice?
5) It would be good to put all deleted messages from bug report forum to general technical issues forum. Otherwise all efforts players community put into bug reports forum just vanish.

Tie the in game petition system to support. Give the petitioner an option where they check a little box when typing in a petition where if the box is checked, a ticket to support is automatically opened. If an in-game GM actually responds, the transcript of that conversation is recorded in the ticket.

They are tied already, not so tight though. You can provide petition conversation code (the one you get at the beginning of petition) in support ticket and person in support will be able to review the whole conversation you had in-game.
I do doubt that in-game petition system won't be overwhelmed by the number of bug reports. A year ago I've got responses for my petitions in like 15 minutes. For stuck issue I was addressed in just a pair of minutes. I though it is too much (not stupid I was O.o).
Half a year ago the time improved drastically and last time I was stuck I got an answer after 1,5 hours of waiting.
One of my last petitions was answered after just 3 hours of waiting.
If customers will submit buf reports in addition to existing petitions the system will just collapse.

Greetings,

forgot to add that if you run a full check before C4 goes live that it will update your C4 PTS to C3 ---

Yeah, I spoke of this here... (http://boards.lineage2.com/showflat.php?Cat=&amp;Board=pts&amp;Number=503421)

HAhahahahahahahahahahaha !

I guess they hate it when we go IN YOUR FACE !

I like the in-game petition idea, I also like the current known bugs kinda thread idea.

Ok, cya. Oh wait... IN YOUR FACE !

Muahahahhahahahahahaha !

Have Fun ! ™

BoardPK
Official Board Devil

I have a problem with this system.

I reported a bug that is already going to cost me money. Then the response I got was this:

Response (GM Melvin) 02/11/2006 08:55 AM
Hello XXXXX,

We have received your bug report and will be transferring your ticket to our Quality Assurance (QA) Team for further review. Once your report has been reviewed and logged, your ticket will be moved to &amp;#147;Closed&amp;#148; status without a response. If you wish to update your bug report, please create a new ticket and reference the ticket number shown in the subject line of this e-mail.

Our QA Team is unable to provide status updates on bug reports. This allows them to focus on quickly addressing bug reports and other issues in the game, so that our players can experience the smoothest game play possible.

If you have an unrelated support issue, please contact us by opening a new support ticket.

Regards,

So, not only is your bug going to cost my alliance cash. I also am not going to be told if it is ever fixed. So for the next few days, I have to investigate the problem myself and figure out a solution.

The bug is in the manor. As a castle lord with a siege coming up Sunday, I went to reset all the manor to 0, so I dont donate any money to a clan should they take the castle.

This was at 5am pst this morning. The manor told me I cannot change manor settings between 6am and 8pm....

So the manor will be running tomorrow, providing cash to any clan that may take the castle from us.

:confused:

Reporting through support.plaync.com helps smooth out the process. We can track the results better, as well as directly interact with the player.

As Mirstelyl stated you are free to discuss issues in the technical forum, we just will not be using it as a reporting forum.

We plan to work on improving the system and welcome suggestions.

o.O joke?
I had a Question about the Skill Enchant cause I thought that there was/is a bug and send it as E-Mail to the Support but they said i should post it on the Forum because its a "Gameplay Question"..
How is a Bugreport (request if it is a Bug) a Gameplay Question?

/rant
Perhaps if support.whatever would take time to read concerns, figure out they are a part of something other people have submitted, and think of a solution that might work. Yeah I know I'm beating this dead horse about support, but I am just a little frustrated that many of us can't effectively play our main character, have been told it's being looked at, and when we try to submit error reports (because the forum this was on was locked) we get dumb, and I mean DUMB solutions to a problem that don't fix the issue.

Now, I've had a good support issue with a server crash after death and items disappearing. HOWEVER, with some bug reports of mine not getting responses at all (Aden Fishing quest broken, Forest of Mirrors Graphics Crash, and the bazillions of bots) the negatives are outnumbering what positives there are.

Prioritize the issues that are causing the most problems. Solve those problems (ask your fan base, sometimes they are more knowledgeable in coding that the average genius (definitely not me, I have no idea how to code), and then work on these other issues(dice). That, dice issue, really irked people because dice are pretty much useless in the game but were slated to be one of the first things fixed?

Sigh. NcSoft..you're making us Texans look bad. What about some good ole Southern Honesty (yep, we've got a problem, we're having to wait for....., we don't know when we'll get started, but we'll provide a status update...etc., a Git-R-Done attitude, and lack of patience for lawbreakers (or in this case Eula-breaker....you know, as someone put it, "those so-called players who NEVER ever use SS."

/rant

It's not just what they (NCSoft) do with a bug report. If I click their sanctioned link, I get not a bug report form, not a bug forum, not even anything related to Lin2. I get a screen with answers to FAQ about guildwars and dumb stuff like that.

If I submit a ticket it asks me which character on which server, and requests my login information (thru an insecure connection). What does it matter which character/server/account when the problem is the NPC's text is inaccurate? It's just incredibly poorly designed, and obviously NOT designed for bug reports. It'll work fine for missing items and typical /gm things. But using this support.plaync.com system for bug reports bites.

#4: Updated - Guild Wars crashes when I open my Inventory.
#5: Updated - How can I improve performance while using an ATI™ Radeon® Xpress 200 graphics adapter?
#6: Updated - If I unlocked Assassin or Ritualist skills during the Guild Wars Global PvP Free-For-All Weekend, will I be able to keep them?
#7: 01/17/05 Patch Notes (nevermind if there weren't no 1/17 patch)
#8: What is energy and control and why does my base need it?

Oh boy, this is good -_-!!

If I submit a ticket it asks me which character on which server, and requests my login information (thru an insecure connection). What does it matter which character/server/account when the problem is the NPC's text is inaccurate? It's just incredibly poorly designed, and obviously NOT designed for bug reports. It'll work fine for missing items and typical /gm things. But using this support.plaync.com system for bug reports bites.

It's a general NCSoft support site, so it contains all the information about all games... Just search properly and many obvious cases will have an instant search-generated answers. I've used the system for a while and frankly said it has lots of useful answers.
As for character/server/etc. information. First of all, support site works under secure connection. If it's does not work like this for you, don't hesitate to report - it's obvious bug in site security. Nevertheless, it does secure connection for me (with slow loading I have a chance to read status bar in my Avanata).
When you report a bug you generally don't know if the information about your character is important or not. I don't know either. And first-tier GM doesn't know it as well. That's why they ask for DXdiag and driver upgrades. Some problems get fixed with it, and GMs are not allowed to send issue to upper level unless they are sure it's not your machine/driver issue.
Also some imformation useful for you issue might be in log files. There are many log files, they are big enough and all... Genereally there is no way to look through the whole log massive in order to find out your case.
For example, some quest bugs are character-related. Noone could knew it for sure, there are possible triggers (in-game, in-quest, etc.) that show you one text or another.
For example, the bug with harvesing happened only when you got several fruits. If you don't pay attention to it, GM should find it out - with logs help. But without your character name it takes lots of time if ever possible. It was text bug in the end, but investigation was relied on your character info.

After all, it's not big sacrifice. Why don't you want to help making support effective? Without help from our side, support won't be able to help us ;)

Guardian Strider, the one that you get from Mercenary Captain for 80 territory war badges has the old striders weapon on his head morphed when mounted, and I really don't think it was suppose to be on it...

Guardian Strider, the one that you get from Mercenary Captain for 80 territory war badges has the old striders weapon on his head morphed when mounted, and I really don't think it was suppose to be on it...

wow.. you searched the forums for this thead and then did not read it....

Holy Facepalm, Batman. This thread is locked for necroing.

Please read the original post to learn how to submit a proper bug report.