News New Bug Reporting Forum Live

[Michael Brookes]

Hi everyone,

As mentioned in recent dev updates we have reviewed our bug reporting procedure to give more visibility on reported bugs.

The bug reporting procedure is changing as of today. The ticketing system will no longer be the primary method for you to report bugs. Bug reporting is now done through the newly created bug reporting section of the forums. You can still raise bug tickets and if we need information from you specifically we will use the tickets as a mechanism to communicate with you. Otherwise the tickets will be used to provide a database to supplement the interaction in the bug reporting forum. You should not expect to receive any communication from us via the ticket system when you report a bug other than an automated thank you acknowledgement.

To report a bug you go to the bug reporting section here:

https://forums.frontier.co.uk/forumdisplay.php?f=105

There you will find stickied threads for known issues and guidelines for reporting issues. You should read those threads before posting. Dedicated staff will monitor this section of the forums to ensure we are capturing the latest information and keep issues tidied in their own threads. They will also keep the known issues and fixed lists up to date.

Please make sure to post bug reports only in that section of the forums, other areas will not be monitored in the same way.

For beta tests a separate sub section of the forums will be created for each beta test and bugs should be raised in those sub forums as appropriate.

We are continuing to work through tickets and reports that have been submitted before these changes, so there is no need to resubmit any previous entries.


Customer Support

Please note that customer support will continue to be conducted via tickets. If, for example, you are unable to start the game, or you have issues with the Elite: Dangerous store, then you should raise a ticket here. We have hired more people on our support team to increase responsiveness, and you will receive a reply from one of the team when you raise a support ticket.

To help understand and respond to your issues quicker, we will be updating the way you categorise your support issue when opening a ticket to our support team.

• Having trouble remembering your email address to login? Select ‘Account Issues’
• Want to pay but have been experiencing issues? Select ‘Payment Problems’
• Unable to get into game and need some help? Select ‘Technical Support’

If you found a solution to your issue before we’ve responded, please remember to close your ticket before heading here.

Thanks!

Michael

 

[sbock]

Sounds good, but ATM I get the info that I don't have the permission for that forum section...

 

[Philip Coutts]

Nope, I don't have permission either.

 

[G.T]

Same here

 

[CommandImperative]

There's a bug with the bug reporting forum!

 

[Michael Brookes]

There's a bug with the bug reporting forum!

I will take a look.

Michael

 

[Edward Lewis]

Hi guys - just setting the permissions correctly now. You will have access in just a moment.

 

[Michael Brookes]

Try now.

Michael

 

[sbock]

Try now.

Michael

Yes, works now.

 

[Sammey]

Works for me.

 

[bAdbUd]

That's a great change.

(1) We can see what bugs have already been raised and are known about, hopefully that'll stop people raising duplicate bugs.

(2) We can then avoid those bugs

(3) It provides more information about the game and it's current state.

Brilliant, and thanks

 

[Edward Lewis]

Works for me.

Fantastic!

 

[Edward Lewis]

That's a great change.

(1) We can see what bugs have already been raised and are known about, hopefully that'll stop people raising duplicate bugs.

(2) We can then avoid those bugs

(3) It provides more information about the game and it's current state.

Brilliant, and thanks

That's the idea.

 

[Sammey]

I created the same reporting process for the co. I work for.
Took six months of discussions and management nudging for them to agree with me.... lol
Is a great way to report and share issues with users.

 

[G.T]

Works now, seems a good way forward.

 

[pelayo]

What if we find something that could be a potential exploit? I'd suggest raising a ticket and then posting in the forums that "Found a possible exploit" with only the ticket number, in order not to make the exploit widely known?

 

[Sean71596]

I had a feeling I didn't see that forum before lol. I just made a post in the support sections about the turret bug, found at https://forums.frontier.co.uk/showthread.php?t=120175. I will edit it with the new template; would you be able to move it to this new subforum?

 

[wstephenson]

Might I suggest adding game and launcher version and platform (since Mac is imminent) to the recommended data list?

 

[sgurr]

What if we find something that could be a potential exploit? I'd suggest raising a ticket and then posting there that "Found a possible exploit" with only the ticket number, in order not to make the exploit widely known?

Seconded, there's nothing in the guidelines about how to report exploits. Should we just ticket it?

For example, using the current flight model it's possible (for any ship that I've tested) to maintain full boost speed indefinitely and it's been this way since gamma. I did ticket it but possibly before the ticketing system changed.
Now I appreciate it's not a true exploit with game breaking consequences but I wouldn't necessarily want to report it for all to see. Happy to create the post if needed though.

 

[Frontier QA]

The guidelines have been updated - for exploits we ask that you report it through the support system rather than use the forums. We have a specific help topic for exploits and abuse. Just open a support ticket under Abuse & Exploit -> I've encountered an exploit. This ensures we can see all reported exploits but the information is not publicly broadcast.

Thank you!