Posted - 2007.08.31 14:50:00 - [1]

 

Bugreports are totally unrelated to petitions, and filing a bugreport for reimbursement or help will not work, as bugreports are never seen by the GM/support team. The only time a bugreport will be answered is if CCP needs feedback on a specific report.
You can petition to get help from a GM by using this form or use the in-game petition system.

Client logs, crash dumps, and screen shots of the situation are very useful and should be attached to the bug report.
If you are experiencing crashes, frozen client, graphic errors or sound errors, then attach a DxDiag output as well to the bug report.

What is needed for a useful bugreport:

1. Logserver log
2. DXDiag file
3. Crashdump (if its generated)
4. Screenshot of the bug (not the error window that sometimes pops up, but an in-game screenshot of the bug)
5. Detailed description of what happened and what you did.

Using the logserver
(to minimize problems with this, its recommended that you either restart your computer or check Task managers process list for unresponsive instances of Eve.exe)

1. Find your Eve folder in Windows Explorer
2. When you have the Eve folder open, find "logserver.exe" and launch it (be sure you launch the logserver BEFORE you launch EVE)
3. Select "File" -> "New Workspace" (or ctrl + w)
4. Start Eve like you would normally do
5. When you have reproduced the bug, Eve crashes or when you kill the process if it hangs, select "File" -> "Save workspace as..." and save the workspace in a place you'll find it again.

Advice for using logserver:

To save RAM and make the logfiles easier to manage, use the Server Mode. To do that, open the Logserver and from the Tools menu check Server Mode. You can set the number of lines from the dialog box that automatically appears when you check Server Mode. This means that after logging that number of lines Logserver will automatically save the file and start a new log.

Saving a screenshot

1. When you encounter the bug, press the Print Screen(Prt Scr) button on you keyboard. (If pressing Prt Scr does not generate a screenshot, check the status of your F-lock button)
2. The screenshot should be located in “My Documents” under “EVE” then “Capture”.
3. Find the screenshot you took(the one with the most recent timestamp).
4. Edit the screenshot in paint to highlight the point(s) of interest.

Saving a DXDiag

1. Select "Start" -> "Run..."
2. Type "dxdiag" and press Enter
3. Select the "Save all information..." button and save the file in a place you'll find it again.

Creating the crashdump

1. Run the game with the following attributes

2. Go to the directory where EVE is installed and create a shortcut for the EVE process ( eve.exe ) when the shortcut has been created right click on "eve.exe - shortcut" and select properties.

3. In the shortcut tab under Target add /minidump behind the target line so it'll look something similar to this "C:\Program Files (x86)\CCP\EVE\eve.exe" /minidump

Finding the crashdump

1. Press Windows Key + R and paste the following line into the Run window.

%USERPROFILE%\Local Settings\Application Data\CCP\EVE\ if you use Windows XP
%LOCALAPPDATA%\CCP\EVE\ if you use Windows Vista.


Alternatively, if you are using Windows Vista:

1. Open your task manager, by pressing ctrl + alt + delete.
2. Under the "applications" tab, see the process that is not responding. Right click and select "create dump file".
3. Save it somewhere you can find it.

Posted - 2007.08.31 14:50:00 - [2]

 

The bugreport

Go to the "EVE Insider" tab on the left, and select "Bug Reporting". There you will find the option to submit a bug report.

1. Title:

A good title is short and descriptive. It should tell the reader what the bug is, where it happens and under which circumstances it occurs. A good idea is to put the location or a keyword as the first word, so it's easier to sort through bug reports. Like "Exploration", "Chat" or "Modules".
Example: "Overview: War targets not displayed on overview"

2. Category:

This is where you select the bugs category. For example, if your issue is related to the EVE website, you select "website and forums", if your bug is related to an agent mission, you select "PVE" and so forth. This gives us a much better overview to filter all the new reports coming in.

3. Server/Build:

Here you select server and build. You can find the build number by looking at the bottom left corner of the login screen (example 3.22.36191 would be build 36191), by opening your "boot.ini" file in your EVE folder, or in-game by hitting the ESC key and viewing the top left of the screen.

4. Description:

Here you should give as many details as possible, describe the bug scenario in detail and all the circumstances in which the bug occurred. A good description will save devs a lot of headaches and make it easier to fix your issue quicker. For example, submitting a bug "War targets not displayed on overview" or "Cannot unfit launchers on ships" sounds very serious until you specify that it *only* happens if you select a certain option in the Overview or you have a certain rig fitted on your ship when trying to remove the launchers. It's important to give a measure of how severe the bug is and how wide its area of effect is.

Mention how often that bug occurs, if it's something that happens every time or just some weird occurrence that only happened once and couldn't be reproduced. It's important to know if it's a common issue that can easily happen or some kind of oddball exception.

5. Reproduction Steps:

The most useful bug reports are those that have a good description as to how to reproduce the bug in a consistent manner. Try to reproduce the bug again and determine the exact steps you need to go through in order to make it happen again. This section should outline how you made it happen, broken down into steps, numbered chronologically. The bug might seem fairly obvious to you, because you've experienced it firsthand, but if the reproduction steps are complicated try to make the steps as clear and complete as possible so that we can reproduce it ourselves and fix the issue.

6. Computer:

The computer field is for a short description of your computer hardware and driver versions. You do not have fill in this field if your problem is not hardware related, but its best to do it anyway. If you don’t fill it out, there’s no need to type N/A.

7. Attachment a Screenshot or File:

This is where you attach relevant files to the bug, such as the logserver logs, screenshots, the dxdiag or crashdump. If you have multiple files, please compress them (right click on the file and select the option in the menu).

8. Submit Bug Report:

Then its time to submit the report. If the file you are adding is very big, it might take a while for anything to happen after you press the button.

Posted - 2008.11.25 01:02:00 - [3]

 

Written by BH Strijd, the following is an example of a well written bug report, it should inspire help you write a more rounded report and give you some confirmation of what to include in a bugreport and supplement the information provided here. The contents of this report contain information based on a previous well known bug. Following the outline of this report will help process your report quicker.

Title:
Jump Clones: Character sheet does not show updated attributes/augmentations after clone jump

Category:
Game Mechanics

Server/Build:
Tranquility/70124

Description:
After a player clone jumps, the augmentations tab on the character sheet does not show any implants. The previous clones attributes still appear in the Attributes tab and is used to calculate skill time.

This is causing confusion when skills are set immediately after activating a jump clone.

Relogging the client cleans up this issue but it appears the skill training needs to be restarted to take new implants into account.

Reproduction Steps:
1. Record the data in the character sheet's Augmentation tab and Attributes tab.
2. Jumpclone to a clone which contains implants.
3. View the Augmentation tab, notice no implants are listed.
4. View the Attributes tab, notice the attributes are the same as before jumping (same numbers recorded in step 1).
5. Restart the client.
6. Notice attributes and implants now appear correctly.

Computer:
Intel Pentium 4 2.8GHz
Realtek on-board sound
Nvidia 7800GTX
2GB RAM

Files Attached:
Screenshots - drawn on in paint or similar application to highlight the problem
Logserver Logs
DxDiag