Second Life JIRA Tutorial: Bug Reports

Overview

This is the second part of a tutorial outlining how to use the Second Life JIRA. This section covers raising and submitting bug reports.

For further information in this tutorial, please see:

What Makes a Good Bug Report?

The primary use of the JIRA is to report issues and bugs within Second Life as they are identified by users. In this, a bug report should best be  considered as  a description of the issue encountered, together with an outline of what was expected when the issue was encountered.  Ideally:

  • Bug reports should be focused: a single issue should be documented in a single bug report; attempting to report multiple issues in a single report can be confusing to those attempting to read and make sense of it.
  • When reporting multiple bug reports use the “link” feature to cross-reference them. If you create a link between two issues, both issues will show the related issue.
  • A good bug report should be considered as a set of directions, providing:
    • A clear set of steps outlining what you were doing when the problem occurred which should be written in a manner that allows someone else to follow them and (hopefully) encounter your problem, allowing them to understand it.
    • A description of what you were expecting to happen when you encountered the problem.
    • A description of what happened that differed from your expectation.
    • Information on the viewer you were using, your location in Second Life at the time the problem was encountered, etc., all of which can easily be obtained from the viewer, as described in the instructions, below.
    • Relevant supporting information, which may comprise: details of any error message which may have been displayed; a screen shot of the problem, if possible; the inclusion of relevant log files, if appropriate.

When Not to Raise a Bug Report

Bug reports do not include issues or problems you’ve encountered that are specific only to you – such as questions about any land you have purchased, tier payments, enquiries about running Second Life on a specific hardware configurations (e.g. “will Second Life run on my 10-year-old Pentium 4 with built-in graphics?”), etc. There are other means to have such questions answered, including Second Life Support and the forums.

As a rule, developers read JIRA, but the support team does not. Ask yourself if you encountered a problem that needs programmers to make a change that can affect all users. If this isn’t the case, then JIRA is rarely appropriate.

Other Points of Note

  • Before raising a bug report on a viewer issue, check the release notes for the viewer  – it might be that what you are experiencing is already a known issue and on the Lab’s radar. release notes can be obtained from:
    • Within the viewer via HELP > ABOUT and clicking on the Release Notes link at the top of the panel.
    • Via the Alternate Viewers wiki page for release candidate and project viewers.
  • It is possible that the issue you’re experiencing / idea you’ve had may have already been reported – so try using the JIRA search capability before submitting a bug report / feature request – you may be able to add your own comments to any existing JIRA, rather than having to raise an additional report / request.
  • If you do find that another user has already filed a bug report, you can click “watch” in order to remain informed about changes to the issue. Each additional comment or update will be sent to you via email, and will include a link back to the JIRA issue. You can always remove the “watch” option if you lose interest in updates to an issue.

Official SL JIRA Information

Official information on the SL JIRA is available at:

A Note to Users of Third-Party Viewers

  • Third-party viewer surface debug options and include their own capabilities which may not be visible / available in the official viewer.
  • Because of this, if you encounter a problem you think affects most Second Life viewers, please check to see if it can be reproduced on the official SL viewer.
  • If you can reproduce the bug on the official viewer, please raise a bug report using the official viewer, not your preferred TPV.
  • If your preferred TPV has its own bug reporting mechanism, you can obviously report bugs through that using your preferred viewer. Check the site where you downloaded your third-party viewer. The developers should offer a way to contact them with bug reports

Raising A Bug Report

  1. Log-in to the Second Life JIRA using your Second Life log-in credentials.
  2. Click on +Create Issue (top right).
  3. The Bug Report form will be displayed.
  4. Summary (required field): provide a concise summary of the issue – and remember that this will form the title of the bug report.
    • If the bug is related to a specific Second Life project (e.g. Animesh), then include the project name, preferably in square braces (e.g. [Animesh] summary…”)
  5. What Just Happened? (required field): provide a step-by-step guide on how to reproduce the problem.
    • As per the notes at the top of this page, these should ideally be given as a set of clear instructions.
    • If you received an error message relating to the issue, include it in this section, either as a quote, or as an annotated attachment if you were able to obtain a screen shot of the error message.
    • If appropriate / applicable, use the Attachment Browse button at the bottom of the film to include images of the issue as you encountered it. Multiple images can be submitted, but ensure they are clearly labelled / annotated. Note individual files can be no larger than 10 Mb.
    • Again, if appropriate, attach your viewer’s log files – see Log Files, below, for more.
  6. What Were You Doing When It Happened? (required field): provide a broader context of what you were trying to do when the problem occurred.
  7. What were you expecting to happen instead? (required field): provide a description of what you believe should have happened.
    • If appropriate / applicable, use the Attachment Browse button to include images of what you were expecting to happen, again make sure they are clearly labelled / annotated.
  8. Is there anything you’d like to add?: use this section to provide any additional information you think may be of value in helping to assess the issue you have encountered.
    • This is an optional field – do not feel obliged to complete it if you have nothing further to add to the information supplied in the earlier fields.
  9. Environment (required field): use this section to provide information on the environment – viewer and simulator – in which you encountered the problem. This information can be obtained directly from the viewer.
    • If the issue you’ve encountered is simulator-related (e.g. script issues or similar), make sure you’re in the region where you encountered the problem.
    • In the viewer, go to Help > About Second Life. This opens a floater with the Info tab selected. At the bottom of this panel is a Button: Copy to Clipboard. Click on this to copy the information displayed in the panel.
    • This information includes: the version of the viewer you are using; your location in Second Life at the time the information was copied; the simulator version for the region you are on (hence the importance of being in the region where the problem occurred); core information about your computer: operating system / version; CPU, RAM, GPU and graphics driver, etc.
    • Paste this information into the Environment field in the bug report.
Obtaining environment information through your viewer
  1. The remaining fields in the form are optional:
    • Where: an additional field for entering the SLurl for the region where the issue was encountered (a Map link is also fine).
    • System: two fields to help refine the nature of the issue. The first allows you to select the affected area of Second Life: viewer, simulator, SL website, Linden-made content in SL; the second offers a series of further options based on the first section.
    • Security Level: a drop-down to select the security level to be assigned to the report> These are: Public – viewable to anyone access the Second Life JIRA; Triagers and Reporter: only viewable by those with specific JIRA access and the person raising the report.
  2. When you have confirmed the information is correct and as clear as possible, and any images / files are attached, click the Create button at the bottom right of the form to submit your bug report.

Log Files

One of the most useful aids for helping to deal with bug reports are Second Life log files. These are:

  • SecondLife.log: stores status and debugging output from the Viewer during the current logged-in session.
    • This file grows while the viewer is active. If it gets too large, it is trimmed by the crash logging application.
  • SecondLife.old: when the viewer re-starts, it renames the existing SecondLife.log to SecondLife.old. SecondLife.old is used when the Viewer reports a freeze in the previous execution.
  • SL_Launcher.log: stores status and debugging output of the launch and update processes that start the viewer or update it. This file is appended to, not overwritten, but will be trimmed over time.
  • SL_Launcher.old: back up copy of SL_launcher.log created from the prior launch.
  • crash_table.lock: Tracks the process IDs of currently running Viewers, such that if one Viewer crashes, crash data is sent the next time the Viewer is run.
  • SecondLife.start_marker: a marker file that should only live as long as the Viewer is running.
  • dump-[UUID]: A folder that exists when the Viewer is either running or has crashed.  It contains log files with information that does not need to be written immediately at the time of a crash, in order to lighten the load of the crash reporting tool and increase the likelihood of a successful crash report.

Note: the Second Life log files also include a file called crashreport.log. However, this can contain sensitive information, and should be manually reviewed before being sent to Linden Lab. If you are unsure about doing this, or in attaching the crashreport.log file, make a note of the time the crash occurred in one of the fields of the bug report form (e.g. in What Just Happened, for example).

All of these log files are located in the logs folder where user data is stored.

    • Windows log files location: C:\Users\[user data]\AppData\Roaming\SecondLife\logs.
    • Mac OS log files location: /Users/<username>/Library/Application Support/SecondLife/logs.

These files can be attached to a bug report using the Attachment Browse button.  You can ZIP / compress the log file folder prior to attaching if to the bug report.

What Happens Next?

Submitted bug reports are triaged (reviewed and assessed) generally within 24 hours of submission, Mondays through Fridays. This will result in one of three likely actions:

  • It Needs More Information: if the report is deemed to vague, is not easy to understand, doesn’t contain sufficient instructions to reproduce a bug, etc., it may be re-opened for more information to be added. Reports in this state will be periodically checked by the Lab to see if sufficient information has been supplied.
  • When providing additional information, reporters must click the Info Provided button. Failure to do so could result in the updating going unnoticed.
When providing additional information on a JIRA, remember to click the Info Provided button, located at the top of the JIRA report, just above the title
  • It has been Accepted into the Lab’s internal JIRA system for tracking.
  • The report is Closed with no further action. The reason for it being closed may be given as one of the following:
    • Contact Support: the issue does not belong in the Bug Tracker, and needs to be handled through the Support Portal or Second Life Answers.
    • Expected Behaviour: the issue is not regarded as a bug, bug is seen as functioning as intended. See:  Expected Behaviour aka Not a Bug (Second Life wiki).
    • Duplicate: there’s another issue about the same problem.
    • Unactionable: the described issue is not in a form that allows action to be taken (e.g. it is too broad).
    • Not Applicable: the reporter has decided to close the issue.

When a Bug Report Is Accepted

Please note that when a bug report is Accepted, it does not mean it will be acted upon immediately. There are a number of factors which may influence if / when it may be actioned, including:

  • The severity of the issue reported.
  • Current workflow, including work in progress which may help resolve a bug / issues related to a bug.

As such, a bug report can remain as Accepted for an extended period of time.

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