Bug/Error Reporting Guidelines

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Legacy Support
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Joined: Mon Aug 16, 2010 7:22 pm

Bug/Error Reporting Guidelines

Postby Legacy Support » Tue Jan 17, 2012 10:22 am

Before Starting



Quote:
Frequently Ask Questions

Please review the Frequently Ask Questions (FAQ) at http://www.prepar3d.com/frequently-asked-questions/



Read the Forums First and Search

Use the "Search forums" function to search for key words and variants that you think are relevant to your issue. For example "joystick", "multichannel", or "multi-channel".



Read the Manual

Please search the documentation before posting. Documentation can be found in your installed directly by opening the Prepar3DLearningCenter.chm or at http://www.prepar3d.com/SDKv2/LearningC ... Center.php



Delete Program Generated Files

It is strongly recommended that you delete all files that were generated by the program and see if the bug/error is still occurring. Those files can be found under:

Code:
%PROGRAMDATA%\Lockheed Martin\Prepar3D v2
%LOCALAPPDATA%\Lockheed Martin\Prepar3D v2
%APPDATA%\Lockheed Martin\Prepar3D v2
%USERPROFILE%\Documents\Prepar3D v2 Files







Introduction



Quote:
Often bug reports are generated due to incompatible add-ons. Before opening a bug report, make an add-on is not causing the bug. If an add-on is causing the bug, please contact the developer directly. We will be unable to assist in debugging third party add-ons on this forum.



In order for us to help more effectively and try to reduce some churn, please try to post your errors in accordance with these general guidelines. Reports that say "It doesn't work!", or "It crashed" are not particularly helpful when we are trying to assist in troubleshooting to determine if it is a bug or a user error. It just means extra cycles by the staff asking you what you did to get the error. A lot of errors can also be avoided by reading instructions prior to installation.



In general, the aim of a bug report is to enable the development team to see the program fail in front of them so that they can see it for themselves. The way to do this is to either show them in person the steps that it took to make the application behave the way it does, or to provide careful and detailed instructions on how to make it fail. The developers can then gather the information required to determine the cause and then fix it. A useful bug report has two qualities that are valuable to us. They are reproducible and they are specific.



Investigating



Quote:
Please provide the following information:



What is your Prepar3D version?



What caused the error? Does the error occur at a set time or after a specific event?



Are you running any add-ons? If so, which ones? Please list all of them.



What is your operating system and what is the default language?



What is your hardware configuration, including graphics cards?



Writing the Error or Bug up



Quote:
Error reports should be clear and as precise as you can!



Be Specific! If you can do the same thing two different ways, state which one you used. "I selected Load" might mean "I clicked on File then Load", or "I pressed Alt-L". Say which one you did. Sometimes it matters;



Be Verbose! Give more information rather than less. If you say too much, the developer can ignore some of it. If you say too little, they have to come back and ask more questions.



One Bug or Issue per Post! To help us and the community, do not bundle six or seven issues in a single post.



Use an Appropriate Post Title! Titles like "Crash", "Bug", "Help", "Issue" are extremely unhelpful. The title of the topic should match exactly what is being discussed. Do not attempt to change the topic after it has been established by posting an irrelevant response!



Suggested Format

Quote:
Overview

Describe the bug.



Steps to Reproduce

Minimized, easy-to-follow steps that will trigger the bug. Include any special setup steps. It may help to number the steps. It should allow us to reproduce the bug.



Actual Results

Describe what the application did after performing the above steps.



Expected Results

What the application should have done, or you think it should have done, were the bug not present.



Configuration

Include the version of operating system and Prepar3D. Include any add-ons.



Crash Reports

For crashes, copy the Windows crash reports related to your problems.

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