Support questions?

I can’t seem to find a forum to ask support questions? Where do you post such posts?

(While I wait for a reply, I’m going to ask my question in a new thread here)

The forum isn’t the venue for that. If you are having a technical problem, please submit a bug report to fallenlondonbugs@failbettergames.com

Unless, possibly, the support question is about the forum itself, in which case this might indeed be the best place to ask. I am unsure.

If you are having a problem with the forum, I might suggest sending a private message to the moderator [color=rgb(0, 0, 204)]Alys Indigo.[/color]

Considering the question they asked in the other thread, I’m guessing they were asking for information on how to use part of the game system. In which case this section of the forum is the correct place to be. Really, if you have any questions or discussions about the game from a gameplay perspective, this is the place.

Sorry but I am disappointed by that answer. There’s zero visibility using that method.

I firmly believe a question such as this one might affect several users, and nothing is gained by tucking away any issues so visitors might believe everything works splendidly even when there are problems. It is much better to discuss issues openly so visitors can make a fair assessment of the status of the offered game.

In short: never sweep support issues under the rug!

Not to mention how fellow visitors often can help out much quicker than having to wait for an official reply. I’ll go post my issue now. Sigh.

And by the way bunching together technical problems with bug reports is confusing to me. Bug reports is what you’d find on Bugzilla for instance. I am only asking for advice whether I did things correctly* - I’m not even sure there’s an actual bug, so I didn’t consider sending a “bug report”…

*) http://community.failbettergames.com/topic811-cant-get-recruiting-friend-via-twitter-to-work.aspx
edited by ZappBasker on 7/7/2012

[quote=ZappBasker]
Sorry but I am disappointed by that answer. There’s zero visibility using that method.

I firmly believe a question such as this one might affect several users, and nothing is gained by tucking away any issues so visitors might believe everything works splendidly even when there are problems. It is much better to discuss issues openly so visitors can make a fair assessment of the status of the offered game.

In short: never sweep support issues under the rug!

Not to mention how fellow visitors often can help out much quicker than having to wait for an official reply. I’ll go post my issue now. Sigh.

And by the way bunching together technical problems with bug reports is confusing to me. Bug reports is what you’d find on Bugzilla for instance. I am only asking for advice whether I did things correctly* - I’m not even sure there’s an actual bug, so I didn’t consider sending a “bug report”…

*) http://community.failbettergames.com/topic811-cant-get-recruiting-friend-via-twitter-to-work.aspx
edited by ZappBasker on 7/7/2012[/quote]
I am sorry you are disappointed in the [color=rgb(0, 0, 204)]forum rules.[/color] Please abide by them anyway.

[quote=Nigel Overstreet][quote=ZappBasker]
Sorry but I am disappointed by that answer. There’s zero visibility using that method.

I firmly believe a question such as this one might affect several users, and nothing is gained by tucking away any issues so visitors might believe everything works splendidly even when there are problems. It is much better to discuss issues openly so visitors can make a fair assessment of the status of the offered game.

In short: never sweep support issues under the rug!

Not to mention how fellow visitors often can help out much quicker than having to wait for an official reply. I’ll go post my issue now. Sigh.

And by the way bunching together technical problems with bug reports is confusing to me. Bug reports is what you’d find on Bugzilla for instance. I am only asking for advice whether I did things correctly* - I’m not even sure there’s an actual bug, so I didn’t consider sending a “bug report”…

*) http://community.failbettergames.com/topic811-cant-get-recruiting-friend-via-twitter-to-work.aspx
edited by ZappBasker on 7/7/2012[/quote]
I am sorry you are disappointed in the [color=rgb(0, 0, 204)]forum rules.[/color] Please abide by them anyway.[/quote]

Let’s let a moderator step in to clarify if required, but I always read that rule as stating that email is the preferred method to deliver bug reports, but that it was still ok to discuss the existence of a bug on the forums, such as to alert other players or discuss how to work around the issue until it gets fixed.

[color=rgb(51, 0, 153)]Definitely please do email bug reports - the correct dev-type person will see that and be able to reply very much quicker. The forum is better used for general help and advice.[/color]

Yes, but just to clarify: We CAN discuss bugs to inform other players, yes?

I am not a mod, but my personal feelings are that it is fine to discuss/warn people about bugs, so long as the bugs can not be called exploits.

For example: I encountered a storylet at the Shuttered Palace that gave me a 124 Jade Fragments. This is an absurd amount of echos for my level at the time, which was 80ish. This was balanced by the storylet taking 20 Cryptic Clues each time I did it, which makes the profit far more reasonable.

The bug entered when I didn’t have Cryptic Clues to take. The action was not unlocked by having Cryptic Clues, but rather by Intriguing Gossip, so you could do the action with zero Cryptic Clues. And when you did… you got the 124 Jade Fragments. Nothing was taken away.

Obviously this had entered exploit territory.

Until now, I never mentioned this bug on the forum and went straight to fallenlondonbugs@failbettergames.com

The bug has since then been resolved so I have no moral qualms about mentioning it on the forum today.

[quote=Abraham Bounty]I am not a mod, but my personal feelings are that it is fine to discuss/warn people about bugs, so long as the bugs can not be called exploits.

snip at JADE BUG THING[/quote]

Huh, I guess the storylet just got caught up in the economy revamp where item consumptions are changed. Anyway, I agree with you; it is probably better to allow us to talk about and warn against bugs; if they are really too trivial, the moderator can always step in, but it is always better that game-breaking bugs get some player attentions.

Say, if there’s a bug that wipe your character inventory clean or something. It’s probably better that there are people talking about it so that the more players will be aware and avoid it. Probably save FBG a great deal of work too in this case.

(Of course sending an e-mail to FBG take precendence before talking about it on the forum, not that there’s anyone here that isn’t sensible :))

If this is the new policy, that’s fine.
Can we please remove the “Please report bugs to fallenlondonbugs@failbettergames.com - don’t post them on the forums.” rule from the forum rules section as it no longer applies.

[color=rgb(51, 0, 153)]Nothing has changed as far as I am aware - hence my last post. Failbetter want bugs emailed not posted, as always. About actually discussing reported bugs here I will seek clarification.[/color]

[color=00ffff]Hi all,[/color]
[color=00ffff]
[/color]
[color=rgb(0, 0, 204)]There’s no policy change here, but some clarification is obviously needed.[/color]

  • [color=rgb(0, 0, 204)]If you’re being affected by a bug, report it by email to fallenlondonbugs@failbettergames.com. If it’s not reported we won’t know about it and can’t fix it! Receiving mulitple reports of the same bug is a good thing - it helps us track down exactly what’s happening.[/color][/li][li][color=rgb(0, 0, 204)]If you’re not sure whether something’s a bug, feel free to ask on the forums. Once an answer’s established we can always lock the thread to prevent it from clogging up the forums.[/color]

[quote=Chris Gardiner][color=rgb(0, 0, 204)]If you’re not sure whether something’s a bug, feel free to ask on the forums. Once an answer’s established we can always lock the thread to prevent it from clogging up the forums.[/color]
[color=rgb(0, 0, 204)]Thanks![/color][/quote]
I see. So the request not to talk about bugs on the forum was strictly a form of traffic management. I understand now.