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Issues, Workarounds & Localization

 
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Question on bug reports & replying
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Mocam
Aliastra
Gallente Federation
#1 - 2012-06-25 23:43:41 UTC  |  Edited by: Mocam
I filed a bug report on an issue that appears on live servers from time to time with a variety of people. I included screenshots of the problem as it shows, etc.

I received a reply from a bug-hunter stating it could not be reproduced. (bug #137024)

I would like to reply to the mail - that it can't be reproduced - with the following but I don't know if the reply would be bit-bucketed or not. (many notifications are sent with bit-bucket reply addresses - is this one?)


The problem is a “sporadic” issue that occurs from time to time with many people.

I am not the first to report this, many have reported this in the past. As such, a problem of some sort is happening that is not easily reproduced and this will require a different approach than simply handing it off to a bug-hunter for validation in “clean” environs vs real-game use. This approach has failed to yield any value each time it has been attempted.

Suggestion on reproduction/validation: When another report occurs again, a QA or developer should contact the person reporting the issue, see if that individual can reproduce it *LIVE*. Monitor the client transactions and server-side reference to see why it is failing for them. If monitoring logs are taken, such logs should enable the location of such a problem.

Again; just "trying to reproduce" sporadic issues with clean setups? I seriously doubt it will ever work but actually finding the issue may highlight other problems that are being hidden due to how things are running vs clean tests. Sometimes the mechanic does need to hear that "odd thumping sound" to spot a problem that diagnostics methods won't locate.
Rutger Janssen
Chanuur
The Initiative.
#2 - 2012-06-28 16:12:32 UTC
If you want to reply to a bug report you can just add it in the description or reproduction steps.

If they can't reproduce it, they won't forward the bug report, even if you mention it's near impossible to reproduce, causes losses that are not logged and even tell them where they should look in the code. They all won't even bother trying to explain the screenshot.