Bug Reporting Guidelines - How to make a proper bug report!

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  • Bug Reporting Guidelines - How to make a proper bug report!

    Hello, hello!

    We here at Sandbox Interactive really, really appreciate the user feedback that you give us. It greatly helps us to improve Albion Online.

    Here's how you can report bugs to us right now:

    1)
    By using the #bug command in-game. Example: #bug There is a Heretic Fireslinger stuck in this tree.
    How this works: When you report a bug we will see the cluster as well as the location you reported from which makes it very easy to find the exact spot where something is wrong.

    2) By posting a thread here in the Bugs section on the forum.

    3) Contacting support either via support@albiononline.com or via the ticketing system here: https://albiononline.com/en/profile/support

    When you make a thread here on the forums we ask that you follow some guidelines on how to make a proper bug report. The more information you can give us the better. Pictures or even video is also very helpful.
    You can upload your pictures and video to: www.imgur.com & youtube.com

    Bug reporting Guidelines:

    1. Summary line (Short, sweet, summation of the problem)
    • insert info
    2. The Actual Result (A description of what happened; the problem. Be as detailed as possiblek, please.)
    • insert info
    3. The Expected Result (What you thought should happen instead of the problem)
    • insert info
    4. Steps to Replicate (How someone else can make the problem happen too. This is very helpful for us so we know what steps you took to make the issue appear)
    • insert info
    5. Pictures and/or Video (If you think it could help please attach a screenshot or a youtube video of the problem)
    • insert link

    Note on crashes:
    If you experience a crash one of the best ways to help us is to send us your log files directly after the crash. Send these as a ticket to our support: support@albiononline.com or by going to the ticketing system on our website: https://albiononline.com/en/profile/support

    Here's how to get your log file:

    • Windows: C:\Program Files (x86)\AlbionOnline\game\Albion-Online_Data\output_log.txt (assuming you installed in the default location)
    • OSX: ~/Library/Logs/Unity/Player.log
    • Linux: ~/.config/unity3d/SandboxInteractive/AlbionOnline/Player.log
    • Android: Only if you know how, do an adb logcat dump.

    For crashes account name & OS needs to be included as well:
    The following information is needed if you've experienced a crash. If you just noticed that the Nature Staff for example isn't healing then you don't need to give us this information.

    Your account name (email used to login to the game) - Only post this in a support ticket to us and not on the forums.
    full (!) name of operating system, e.g. Windows 7 32 bit, Windows 8 64 bit, MacOSX 10.9.4, Ubuntu 12.02
    To find this out do the following:
    Windows: press Windows Key + Break Key simultaneously
    Mac OS: click the apple icon in the top-left corner of the screen, then click 'About this Mac'
    Linux: The lsb_release command displays certain LSB (Linux Standard Base) and distribution-specific information. Type the following command at the shell prompt: lsb_release -a


    Known Issues:
    Here is a list of any known major issues.. Please have a quick look over it before making a bug report to avoid duplicates, thank you!

    Platform Independent:
    Never received founders items: If you have not received your founders items send an email to support: support@albiononline.com
    Server lag: We're aware of memory leaks causing server lag, disconnects and things of this nature and are working on solving this as soon as possible. Until then we're doing server restarts to take care of the problem short-term.
    Missions in Groups: At the moment only the player who did the most damage to a mob, get the kill counted for his mission. So group members can steal your kills needed for missions.
    Faction items don't give fame for Destny Board missions: We are aware of that and looking into a fix for it. At the moment faction items also don't get any bonus stats you unlock on the destiny board.

    Mac OS:

    Linux:

    Android Tablets:
    Android Performance: Currently there's performance issues on Android tablets and we're looking into these.