Difference between revisions of "Am I seeing a bug? How do I know where to turn when I have an issue?"

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Issues can be bugs which affect many Residents, or observed behavior of your own setup which can be adjusted to act as expected.
#REDIRECT [[Bug Tracker]]
 
 
==What is a bug?==
 
 
A bug is an unintended computer error or problem. Bugs have a common characteristic: they can be reproduced by more than one person using the same conditions. For example, if you go into appearance mode to edit your avatar height and the height slider provides the opposite result where increasing height makes your avatar shorter, this would be a Viewer bug. A quick search in the Knowledge Base for "appearance" provides two articles, including one with a video tutorial that demonstrates the expected behavior of the height sliders. Once you know that the feature is not acting as expected:
 
 
# Learn [https://support.secondlife.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=4692 How to Search the Public Issue Tracker (JIRA)]
# Go to the [http://jira.secondlife.com Issue Tracker]
# Search for the issue to see if it is already reported
#* If the bug is reported, add your information to the bug report.
#* If the bug is not reported, create a bug report.
 
 
 
{{KBhint| '''Tip:''' When searching the Issue Tracker, try using a variety of search terms to avoid duplicated bug reports. Residents each describe issues differently.  Try using some of the descriptions found in the Knowledge Base article that explains expected behavior for your issue topic.
}}
 
 
===How do I file a bug report?===
 
 
For information about filing a bug report, see [https://support.secondlife.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=4694 Creating bug reports and feature requests in the Public Issue Tracker].
 
 
===What is the general process for fixing bugs?===
 
 
Once you've filed a bug report, it may get attention from other Residents who:
 
 
* Share the same issue
* Offer reproductions
* Attach patches or changes to the source code
* Vote on your issue
 
 
Votes from other Residents help prioritize the issue. Once the issue is acknowledged and "imported" by Linden Lab, it will be investigated and worked on.
 
 
For additional information about the process of bug reports filed on our Issue Tracker, please see [[Issue tracker|Issue Tracker - Second Life Wiki]].  Check out [https://jira.secondlife.com/secure/IssueNavigator.jspa?mode=hide&requestId=10350 Issue Navigator - Recent bugs with votes] for a quick look at the most recently filed bug reports prioritized by votes.
 
 
{{KBtrivia| '''Trivia:''' The term "bug" dates back to the 1800's as reference to flaws in mechanical systems, with further reference during WWII pertaining to radar electronics. In 1947, a literal bug was a [http://en.wikipedia.org/wiki/File:H96566k.jpg moth] found trapped between relay points of a Mark II Aiken Relay Calculator at Harvard University. Removal of the moth was considered "debugging" the machine. [http://en.wikipedia.org/wiki/Software_bug Reference].
}}
 
 
==Non-bug issue==
 
 
A non-bug issue is something unique to your setup. These issues can be corrected by adjusting your Viewer settings, connection type, or components, so that they act as expected.  If you're experiencing a non-bug issue, go to the [http://secondlife.com/kb Knowledge Base] to find information about the expected behavior of the feature you're using. Self-help articles might get you back on track quickly. If you're unable to resolve your issue based on information in the Knowledge Base, head to the [http://secondlife.com/support Support Portal]. The Knowledge Base contains articles about [https://support.secondlife.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=5679 Support Ticket types] to help get your ticket in front of the Support Team that specializes in your issue type.  Decentralized support helps get your issue addressed quickly.
 
 
===Example of a non-bug issue:===
 
 
"Regardless of the Region I go to, many objects on my screen are red."
 
 
[[Image:kb_highlighttransparent_screenshot.png]] This is an example of the '''Highlight Transparent''' feature found in your '''View''' menu. Highlight Transparent provides the ability to show transparent objects in red on your Viewer screen.  This feature can be toggled using the keyboard shortcut '''Ctrl'''-'''Alt'''-'''T''' or going to '''View''' > '''Highlight Transparent'''.  The feature acts as intended, revealing transparent objects when active. Turning off this feature by adjusting your Viewer setting corrects the issue.
 
 
==Additional knowledge resources==
 
 
Video Tutorials are available from our [http://secondlife.com/showcase/tutorials Showcase Tutorials] web page. Use the search tool to locate a video tutorial about your topic.
 
 
==I'm still not sure if my question is about a bug or a non-bug issue.==
 
 
Our Support staff will be able to help you identify what type of issue you have. If they let you know it sounds like a bug, then head to the Issue Tracker and file a bug report.  If they're able to help you resolve a non-bug issue, but you didn't find information about your topic in the Knowledge Base, please submit a [https://support.secondlife.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=5100 Knowledge Base Suggestion] ticket so we can make sure the Knowledge Base is updated.
 
 
==What affects my Second Life experience?==
 
 
Running Second Life involves complex systems inside Linden Lab, along with components used by Residents.
 
 
===Your components===
 
 
* Software - The Second Life Viewer
** Second Life is an application. It is necessary to [http://secondlife.com/support/downloads.php download], install and run Second Life.
* Hardware - Your computer system
** Check to make sure your system meets our minimum [http://secondlife.com/support/sysreqs.php system requirements].
* Internet Connection - Your internet service
** Packets of data flow between the Second Life Viewer and your computer hardware. Direct-wired DSL or cable internet service provides better performance.
 
 
Understanding expected behavior of your components when using Second Life can help determine what type of issue you're having, and whether the issue is a bug or non-bug problem.
 
 
The [http://secondlife.com/kb Knowledge Base] is a great first stop for information.  The Knowledge Base contains articles about expected behavior of the features in our standard Viewer, types of internet connection, and information about system compatibility, including some system components. The articles contained in the Knowledge Base are related to the standard Viewer.
 
 
{{KBnote| '''Note:''' If you are using our Release Candidate or another Tech Preview Viewer version, bugs should be reported on our [http://jira.secondlife.com Issue Tracker]. Issues with our beta software are not supported.
}}
 
 
 
===Our components===
 
 
"What is it? How can it fail? How we fix it."  Understanding how our systems work and how we provide solutions empowers you to better identify what type of issue you may be experiencing. Check out [[Service Disruptions]] explained by Joshua Linden, or click one of the links below to go directly to that section.
 
 
* [[Service Disruptions#Asset Storage Cluster>Asset Storage Cluster></a></li>
    <li class=|]][[Service Disruptions#Central Database Cluster|Central Database Cluster]]
* [[Service Disruptions#Agent .28.22Inventory.22.29 Database Cluster|Agent ("Inventory") Database Cluster]]
* [[Service Disruptions#Other Database Clusters|Other Database Clusters]]
* [[Service Disruptions#Transient Data Services|Transient Data Services]]
* [[Service Disruptions#Simulators|Simulators]]
* [[Service Disruptions#Dataservers|Dataservers]]
* [[Service Disruptions#Login Server Cluster|Login Server Cluster]]
* [[Service Disruptions#Web Site|Web Site]]
* [[Service Disruptions#Linden Network|Linden Network]]
* [[Service Disruptions#Internet|Internet]]
 
 
===How do I know if there are service disruptions affecting my Second Life experience?===
 
 
[http://status.secondlifegrid.net Second Life Grid Status Reports] provide information about service disruptions or scheduled outages. Follow updates via [http://status.secondlifegrid.net/feed RSS feed] and [https://twitter.com/SLGridStatus Twitter]
[[Category:Bugs and the Public JIRA]]
[[Category:General Information]]
[[Category:Second Life for Beginners]]
[[Category:General Help]]
[[Category:General Second Life Software Information]]
[[Category:Knowledge Base]]

Latest revision as of 11:02, 27 October 2010

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