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Bugs

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Turr1canA
Blank-Space
Northern Coalition.
#1 - 2012-02-26 18:48:32 UTC
Several weeks ago a GM asked my to file a bug report in response to a petition I raised about a bug in an explration site. I've given more than enough information about it, how to reproduce it and screenshots of the problem.

This isn't a gripe about how long it takes, it's merely a question as I've not raised one before.

So was just wondering from other poeple's experiences, what is the sort of time one would expect a bug resolved in? Is it dealt with on an ad-hoc basis in general updates, or is it more of an expansion release thing?

Cheers
Serene Repose
#2 - 2012-02-26 18:58:01 UTC
It's been my experience they immediately shutdown the server, pull up the programming and put a team of 50 troubleshooters on the problem, making them skip lunch, until they've solved the problem. Then, they have an employee wait ingame around the clock till the next time the complainer logs just to send a personal message informing them their bug is fixed. But, then, I've been known to tell huge lies.

We must accommodate the idiocracy.
TheBreadMuncher
Protus Correction Facility Inc.
#3 - 2012-02-26 19:14:31 UTC
Serene Repose wrote:
It's been my experience they immediately shutdown the server, pull up the programming and put a team of 50 troubleshooters on the problem, making them skip lunch, until they've solved the problem. Then, they have an employee wait ingame around the clock till the next time the complainer logs just to send a personal message informing them their bug is fixed. But, then, I've been known to tell huge lies.


You've been known to tell terrible jokes, too...

"We will create the introduction thread if that is requested by the community. Also, we will have an ISD Seminar about the CCL team in the coming weeks in which you can ask your questions about the CCL team and provide some constructive feedback to us." - Countless pages of locked threads and numerous permabanned accounts later, change is coming.
CCP karkur
C C P
C C P Alliance
#4 - 2012-02-26 19:41:33 UTC  |  Edited by: CCP karkur
If the bug is quite serious, the fix might be put out in a client update (or server hotfix), but most fixes go out in regular patches (releases and point releases).

CCP karkur | Programmer | Team Five 0 | @CCP_karkur
Krixtal Icefluxor
INLAND EMPIRE Galactic
#5 - 2012-02-26 19:55:05 UTC  |  Edited by: Krixtal Icefluxor
The turrets 'flying an inch away from the Prowler in Space' took 8 months to be fixed in a patch.

http://dl.eve-files.com/media/corp/attikusf/2011.07.25.16.41.15.jpg Lol

"He has mounted his hind-legs, and blown crass vapidities through the bowel of his neck."  - Ambrose Bierce on Oscar Wilde's Lecture in San Francisco 1882
Ranger 1
Ranger Corp
Vae. Victis.
#6 - 2012-02-26 21:01:50 UTC
Krixtal Icefluxor wrote:
The turrets 'flying an inch away from the Prowler in Space' took 8 months to be fixed in a patch.

http://dl.eve-files.com/media/corp/attikusf/2011.07.25.16.41.15.jpg Lol


Probably due to the extremely minor nature of the bug. Quite a few things would easily take priority over that.

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CCP Sharkbait
C C P
C C P Alliance
#7 - 2012-02-26 21:29:51 UTC
As Karkur said, it completely depends on the bug and how hard or dangerous the fix it.

We are working internally to reduce the time it takes for bug fixes reported on TRANQUILITY to get released back to the players. hopefully you have noticed this since christmas with the higher flow of client updates and/or patches. and once the launcher is released our hope is to apply fixes and updates to the client as often as possible during downtime and uptime when possible.
Bienator II
madmen of the skies
#8 - 2012-02-26 21:51:48 UTC
CCP Sharkbait wrote:
As Karkur said, it completely depends on the bug and how hard or dangerous the fix it.

We are working internally to reduce the time it takes for bug fixes reported on TRANQUILITY to get released back to the players. hopefully you have noticed this since christmas with the higher flow of client updates and/or patches. and once the launcher is released our hope is to apply fixes and updates to the client as often as possible during downtime and uptime when possible.

have you guys considered opening up the bugtracker?

how to fix eve: 1) remove ECM 2) rename dampeners to ECM 3) add new anti-drone ewar for caldari 4) give offgrid boosters ongrid combat value
Vaal Erit
Science and Trade Institute
Caldari State
#9 - 2012-02-26 21:52:45 UTC
The POS item duping exploit took 4 years to fix from bug report to a patch. So I wouldn't hold your breath.
Serene Repose
#10 - 2012-02-26 21:56:11 UTC
TheBreadMuncher wrote:
Serene Repose wrote:
It's been my experience they immediately shutdown the server, pull up the programming and put a team of 50 troubleshooters on the problem, making them skip lunch, until they've solved the problem. Then, they have an employee wait ingame around the clock till the next time the complainer logs just to send a personal message informing them their bug is fixed. But, then, I've been known to tell huge lies.


You've been known to tell terrible jokes, too...

Those are genetic. I get them from an uncle of mine.

We must accommodate the idiocracy.
Buzzmong
Aliastra
Gallente Federation
#11 - 2012-02-26 22:03:24 UTC  |  Edited by: Buzzmong
Of course, you may submit a bug report, get told it's "working as intended" as they can't see anything wrong and given the brush off by one of the Bug Hunting staff resulting in your report being closed, only to find the exact bug you reported is fixed a couple of patches later and has an entry in the patch notes.

Go figure.
Krixtal Icefluxor
INLAND EMPIRE Galactic
#12 - 2012-02-26 22:17:16 UTC  |  Edited by: Krixtal Icefluxor
Ranger 1 wrote:
Krixtal Icefluxor wrote:
The turrets 'flying an inch away from the Prowler in Space' took 8 months to be fixed in a patch.

http://dl.eve-files.com/media/corp/attikusf/2011.07.25.16.41.15.jpg Lol


Probably due to the extremely minor nature of the bug. Quite a few things would easily take priority over that.



I was giving an example.......not POLICY. Sheesh.........Roll

Besides, how do you know it was minor to fix ???? Probably some pretty weird stuff going on with the coding BOTH movement AND graphics that probably took quite awhile and some tonnage of effort since it took so long. It was more than likely fixed as fast as possible.

Hardly minor, but you just HAD to throw that in...........

"He has mounted his hind-legs, and blown crass vapidities through the bowel of his neck."  - Ambrose Bierce on Oscar Wilde's Lecture in San Francisco 1882
Abdiel Kavash
Deep Core Mining Inc.
Caldari State
#13 - 2012-02-27 00:04:33 UTC
One of the client patches about a year ago broke moving items between silos at a POS. I wrote a BR the day after the patch when I noticed it. I got a response saying they already know about it and are working on it.

It took ~10 months before it was fixed.
Johan Civire
Caldari Provisions
Caldari State
#14 - 2012-02-27 01:14:01 UTC
lol not every bug is a easy bug Shocked and some bugs need a hole new code or source code to fixs that tiny bug.... easy answer is just to wait. Gm replay thanks for the bug report wait some days the patch have been release. GG
Turr1canA
Blank-Space
Northern Coalition.
#15 - 2012-02-27 02:27:35 UTC
CCP Sharkbait wrote:
As Karkur said, it completely depends on the bug and how hard or dangerous the fix it.

We are working internally to reduce the time it takes for bug fixes reported on TRANQUILITY to get released back to the players. hopefully you have noticed this since christmas with the higher flow of client updates and/or patches. and once the launcher is released our hope is to apply fixes and updates to the client as often as possible during downtime and uptime when possible.


This is good news.

The bug I reported is extremely minor in the scheme of things; it involves moving just one spawn container in an exploration site a few thousand metres so that it can be salvaged/hacked/analysed (whichever it was).

Don't expect a big priority to the issue, but hopefully should be a simple fix. 'Low hanging fruit' and all that Smile
T1nyMan
The Scope
Gallente Federation
#16 - 2012-02-27 05:37:15 UTC
What I would like to see is an automatic workflow from petition to bug report. You should not have to go through the effort of submitting it again, why can't it be escalated by the GM???
Zleon Leigh
#17 - 2012-02-27 06:59:42 UTC
Weeks to look at it, months to fix (if it's ever fixed). The record on fixing issues is a comedy and epic sad.

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GM Homonoia
Game Master Retirement Home
#18 - 2012-02-27 07:18:58 UTC
T1nyMan wrote:
What I would like to see is an automatic workflow from petition to bug report. You should not have to go through the effort of submitting it again, why can't it be escalated by the GM???


This is something we are trying to work on, but this is not as easy as it sounds. The main issue here is that, at the moment, we have no tools in place to do this properly. The petition system ad the bug tracking system are completely isolated from each other. GMs often do file bug report, but if the GM in question was not actually the one experiencing the bug, the report will be second hand information. In most cases more information is needed and the GM will be unable to provide that. Unfortunately linking the petition system and the bug tracking system would require us to rewrite vast portions of both and that is the type development effort that takes a very large amount of resources and time to do properly.

In the mean time we have a small team of GMs whose specific task it is to hunt down bugs that we can identify through the petitions that come in, try and find enough information to satisfy our QA departments requirements and then file a report on the issue. This team also actively follows up on all reports that we file (for example, we have regular meetings with QA on these reports and we have a standing agreement that these reports cannot be closed when this team does not give the go ahead, even if the issue cannot be reproduced; we simply go back to TQ and dig deeper).

However, due to the issues described above a GM still has to ask a customer to file a separate bug report if such an issue comes in through the petition system. Hopefully this will change in the future.

Senior GM Homonoia | Info Group | Senior Game Master
Vincent Athena
Photosynth
#19 - 2012-02-27 18:17:27 UTC  |  Edited by: Vincent Athena
I filed a bug report on this about a year and a half ago and it has not yet been fixed. So it could be awhile. (BR 99612).

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