Pinned Bug & Crash Report Guidelines + How to use the Report Cheats & Exploits forum

    • Bug & Crash Report Guidelines + How to use the Report Cheats & Exploits forum

      Bug Report Guidelines

      How to properly report a bug?
      1. Use the #bug command in game.
        • Example: #bug there's a hole in the ground here.
        This method is the best way to report any environmental bugs (misplaced objects, resources stuck in other objects, invisible walls, holes, missing textures etc) because coordinates of your character are sent along with the report so you don't have to post a screenshot or explain where exactly the problem is.
      2. Post a thread in the Bugs forum.
        • A good bug report should be brief but specific with as many details as possible. You may use following template:
          • Description of the issue:
          • Steps to reproduce:
          • Result:
          • Expected result
        • Bugs regarding loca and translations should be reported saparately in Loca Bugs Thread
      3. Post a thread in the Report Cheats and Exploits forum.
      4. Send your bug report to support@albiononline.com
        • This option is recommended to use for technical issues rather than standard bugs tho.


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      Crash Reports

      If you've experienced a client or launcher crash, please report it to support and attach all crash files: support@albiononline.com
      • Detailed description of the problem, what were you doing when this problem occured? Did it happen more than once? Please include the exact wording of any error messages and screen shots if possible
      • The exact time when the problem occured, preferably in UTC. Your local time + time zone will also do. This makes it a lot easier to find information in the log files.
      • Full name of your Operating System, e.g. Windows 7 32 bit, Windows 8 64 bit, MacOSX 10.9.4, Ubuntu 12.02. You can find this info on:
        • Windows: press Windows Key + Break Key simultaneously
        • MacOSX: click the apple icon in the top-left corner of the screen, then click 'About this Mac'
        • Linux: $ cat /proc/version at the shell prompt
      • Computer Specifications, including CPU, GPU, RAM
        • Windows: press Windows Key + R then type dxdiag and confirm with enter. This information can also be saved throuh "Save All Information" and attached to your report
        • MacOSX: press Apple icon and About This Mac
        • Linux: open terminal and use sudo apt-get install hardinfo and then use hardinfo
      • Send all crash files to support@albiononline.com
        • output_log.txt should be copied right after the crash otherwise it will override the file next time you start the game. You can find it here:
          • Windows: C:\Users\<YourUserName>\AppData\LocalLow\Sandbox Interactive GmbH\Albion Online Client\output_log.txt (note that AppData is a hidden folder so you should have "Hidden Items" checked in your View tab to see it)
          • OSX: ~/Library/Logs/Unity/Player.log
          • Linux: ~/.config/unity3d/SandboxInteractive/AlbionOnline/Player.log
          • Android: if you know how to do adb logcat dump
        • crash.dmp and error.log are located in this folder: C:\Users\<YourUserName>\AppData\LocalLow\Sandbox Interactive GmbH\Albion Online Client\Crashes - The folder with the files is named as date and time of the crash.
        • launcher.log can be found in C:\Users\<User Name>\AppData\Local\Sandbox Interactive GmbH\Albion Online Launcher - required for launcher issues only


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      How to use the Report Cheats and Exploits forum

      To improve on the ways of how to report crucial exploitable bugs, we have created this a new forum.

      You can report anything exploitable here without the need of disclosing your findings publicly. This gives us the chance to fix things quickly and without the risk of a larger public exploiting them.

      All our players are allowed to post new threads here, in which they can let us know of exploitable bugs and/or cheats they found. Only employees of Sandbox Interactive and our moderators are able to read them. This will give us time to fix anything that’s broken.

      To report an exploitable bug, please provide the following info:
      • use an innocuous thread title. „Report“ usually is enough
      • In the post itself, please provide as much information on the issue as possible.
        • To help with understanding the issue, ideally provide a video.
        • What is the bug?
        • How is it exploitable?
        • What impact do you think it could have on the game / players?

      Mytherceria#3744