I. FILES TO INCLUDE
In the chat window, type /ccr. This should bring up Customer Care screen.
In the left column are instructions as to how to proceed with logging a bug from this screen. In the right column are files that can be included in the bug (see steps 1-3 from Instructions in /ccr window).
If you intend to log a bug and are unsure which information should be included in your bug report, then select (check) all of the options in the right-side window. As you will notice, the list is broken down as follows:
- Latest Screenshot
This will include the most recent screenshot that you took in-game. To take a screenshot in-game, use the F12 key. The screenshot will be saved in your root directory as a .jpg.
- Patch Log
This is a log of the patch process you went through when connecting to the game server. If you think that an error occurred while patching, be sure to check this box.
- Crash Dump
A crash dump is a file that saves information as to what the game was doing (or trying to do) when the crash occurred. This file is often critical to determining the cause of a crash or fatal error. Please be sure to check this box when reporting a crash bug.
- Replay Log
The replay log is a file that is generated which includes your most recent in-game actions, including a log of any/all chat which was displayed on your in-game chat window.
- System Info
This generates a file that lists the specifications of your machine. Any time you suspect that the bug may be hardware-related, be sure to check this box to include the file.
Once you have decided which files you want to include in your bug report, click the Go To Support Web Page button. That will send you to The Matrix Online Beta support page.
NOTE: At this time, the only files that are included in the zipfile used for bug submissions are DxDiagOutput.txt and CCRLog.txt. If you want to include a screenshot, press F12 and attach it manually during the bug submission process (in the CCR tool).
The zipfile is located in the reports folder in your installation directory (e.g. C:\Program Files\Monolith Productions\The Matrix Online\reports) and is named for the date and time it was created:
ccr_report_Date_MM_DD_YY_Time_HH_MM_SS.zip
The section after date stands for: Month/Day/Year. The section after time stands for: Hour/Minutes/Seconds
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II. SEARCHING FOR BUGS
To proceed with the bug-writing process, click Find Answers.
From here, you will need to perform a search to see if the bug you will be entering is already a known issue. The search feature gives you three choices: Search by Category, Search by Text, or both. To search by Category, use the drop down box under the Category heading. Your choices are as follows:
- All Categories.
Use this if you are uncertain which category your bug falls under.
- Gameplay.
The Gameplay category covers any sort of issue that would occur in-game. Most bugs tend to fall under this category.
- Accounts and Billing.
Accounts and Billing refers to issues that involve the billing process or the problems that are specific to one or more accounts.
- Technical Support.
Technical Support refers to any issues that would prevent you from playing the game. For example, if you are unable to get past the login screen. Any Gameplay issues, such as balance or ease of use, are not Technical Support issues. For example, if you feel that the damage done by a gun you are using is low, that would be a Gameplay issue and not a Technical Support issue.
- Registration.
Any problems that you have creating an account for The Matrix Online would be classified as a Registration issue. For example, being unable to register at all or encountering an error message during registration would be a Registration issue.
- Feedback.
Feedback is for general impressions about the game, the beta process, or the registration process. If you have a suggestion on how to improve the game, for instance, that would fall under the Feedback category.
Once you choose a category, you have the option to select a sub-category. Sub-categories are more specific areas of the category you selected. If you are not sure which sub-category best fits the bug you found, use the All Sub-Categories option.
To search by text, enter a short description of the bug you found. When you have finished choosing a Category and/or have entered text into the Text field, you can click on the Search button.
Once you do this, you will be presented with a list of Answers Found. Read over these to see if the bug you found is already a known issue. To get more information from the Answers Found list, you can click on the link in the Summary field.
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III. WRITING UP A BUG
In the upper-left portion of the window there are several tabs, including Submit a Petition or Bug. To submit your bug, click on this tab. On this tab, fill in the following fields:
Summary:
The Summary is a short description of the bug. Essentially, it is the title of the bug. The summary should never exceed 50 or so characters.
Location:
Where, in the game world, the bug occurred. If you bring up the in-game map, there will be X, Y, Z coordinates listed along the top of the window. Please include those coordinates for any/all bugs that occur in a specific location.
Description:
The Description is a very in-depth report of the bug. It should be well detailed, but also as concise as possible (engineers do not want to read a novel).
Steps to Reproduce:
The Steps to Reproduce (STR) are detailed step-by-step instructions as to how to reproduce the bug. If the bug cannot be reproduced, then the STR should be a step-by-step account of how the player produced the bug in the first place. Immediately following the STR should be an Observed Result (what occurs in game) and an Expected Result (what should occur in game).
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IV. SAMPLE BUG REPORT
Using the format above, a bug would read as follows:
| Elevators in building across from Mara church not functioning |
| In the building just west of the Mara church hardline (across the street from church) at XYZ, the elevator does not function. When the user selects (double-clicks) the elevator panel, nothing happens. |
STR:
1. Jack into the Matrix, at the Mara Church hardline.
2. From the Mara Church hardline, run north, down the stairs.
3. Run across the street (west) to the building at X:138, Y:0, Z:59 and enter the building.
5. Run south, then west, then north to elevators.
6. Open elevator doors and enter elevator.
7. Double-click the elevator panel (or right-click the panel and select "Use"). |
| Observed Result: Character will walk to elevator panel and no further actions or events occur. |
| Expected Result: Character will walk to elevator panel and elevator interface is displayed, where player can choose from different floors to take elevator to. |
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V. SUBMITTING A BUG
After this information has been entered, you must choose a Category. The Category options are the same as listed above. Again, most bugs fall into the Gameplay category.
In addition to entering a Category, choose Yes from the Potential Bug drop-down menu. Once this has been done, click the Submit Question button.
If the list of Preliminary Responses to Question are in no way related to the bug you entered, click the Finish Submitting Question button.
Congratulations! You have submitted a bug for the Beta database.
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Posted by The Matrix Online Team
