How to report a bug

Started ‎03-21-2011 by
Modified ‎09-06-2012 by

How to report a bug

Reporting bugs and requesting features

Found a bug or want to request a new feature? Help us make improve your Second Life experience by reporting it on the Bug Tracker!

Tip: Before you file a report, check the release notes for what's new in Second Life. Release notes highlight features and bug fixes, as well as as known issues. If you are reporting a Marketplace bug, Check the "Most Popular" Marketplace issues and search to see if your issue has already been reported.

Bug_tracker_create_issue.png

  1. If you've never filed a bug or feature request on the Bug Tracker before, please read some helpful notes here.
  2. Go to the Bug Tracker at jira.secondlife.com.
  3. In the upper-right hand, click Log In. (This site is owned by Linden Lab, so you'll see the usual web login form.)
  4. Click +Create Issue in the upper-right.
  5. Choose the BUG Project.


  6. Fill in the rest of the details to the best of your knowledge. If you're able to provide pictures in addition to text, even better.
  7. Click Create at the bottom.
  8. Bookmark your issue for future reference! You can always come back and add additional details, too.

Below is a diagram of the bug tracker workflow:

BUGworkflow.png

Reporting security issues

Important: Issues pertaining to the security of Second Life should be reported to Linden Lab using only the procedures described below. Please help us keep Second Life secure by ensuring that possible security exploits aren't broadly advertised.

If an issue poses any of the following threats to Second Life, its Residents or content, then it is an exploit and should be reported:

  • Exposes real life Resident identity without consent.
  • Destroys content.
  • Permits unauthorized access to Second Life/Linden Lab resources.
  • Compromises a client or server host subjecting it to remote control.

When reporting an exploit, please provide as much detail as possible, Including the environment used (e.g. Windows XP Service Pack 2, Nvidia 6800 etc ) and the complete reproduction case. Linden Lab offers a L$10,000 bounty for each previously unknown exploit that can be verified. Please report issues as soon as they are discovered!

Filing issues

There are two ways to file security reports:

  • In the SEC project on jira.secondlife.com (PREFERRED). It's VERY IMPORTANT that you file issues in the SEC project, which is the only project set up so that only the reporter and Linden Lab can view the issue.
  • Via email: security@lindenlab.com.
Warning: The SEC project (and security mailing list) is ONLY for reporting security exploits that might compromise a Residents identity or the Second Life Grid. All other requests including account issues and account security via this address will not be addressed.

Finding log files

Diagnostic logs, including crash logs, are an important tool for debugging Second Life Viewer problems. Occasionally, our Support team may ask you to provide diagnostic logs while helping you with a support ticket.

To find your diagnostic log files, locate the SecondLife folder which contains the logs folder. Its location depends on your platform. See the "User settings" page for instructions.

Once you have found the folder, follow the instructions specific to your platform:

Windows 7 and Vista

The folder is usually located at C:\Users\<username>\AppData\Roaming. If you install Second Life in a different location, the path is different. In any case, to get to the right place:

  1. In Windows Explorer, click the Start Button.
  2. In the search field (in Windows 7, it's labeled "Search programs and files" and in Windows Vista, it's labeled "Start Search"), type %appdata% and press Enter ↵.
  3. In the window that appears, open the SecondLife folder.
  4. see the logs folder for SecondLife.log, SecondLifeCrashReport.log and stack_trace.log

Windows XP

Windows_XP_appdata.pngThe folder is usually located at C:\Documents and Settings\<username>\Application Data\SecondLife. If you install Second Life in a different location, the path is different. To get to the right place:

  1. In Windows Explorer, click Start button.
  2. Click Run.
  3. In the Run window, type %appdata% and click OK.
  4. In the window that appears, open the SecondLife folder.
  5. see the logs folder for SecondLife.log, SecondLifeCrashReport.log and stack_trace.log

Mac

  • /Users/<username>/Library/Application Support/SecondLife/logs

In addition to the Viewer's own crash reporting, there's also:

  • A general Mac OS X tool called Crash Reporter. More technical details.
  • A System Profilerreport, which contains all of the necessary data about your computer and the hardware inside of it. This is useful for Linden Lab to group problems with similar hardware.
    1. In the Finder, choose Apple menu > About This Mac.
    2. Click the More Info button to open the System Profiler.
    3. In the System Profile, choose File > Save. Give the file a unique name so you can find it later, then attach it to your Issue Tracker bug report. Also see "Bug Reporting Best Practices" from Apple.

Linux

The folder is located at ~/.secondlife - it's a hidden folder (the folder name begins with a dot) and it's inside the user home folder. To get here:

  1. Open your file manager
  2. go to your home folder
  3. if needed, enable "Show Hidden Files and Directories" or a similar option in your file manager
  4. open the .secondlife folder
  5. see the logs folder for SecondLife.log, SecondLifeCrashReport.log and stack_trace.log

Types of diagnostic log files

The Viewer creates the following list of log files in the logs folder where user data is stored. These are used for normal application logging, crash reporting, and so on:

  • SecondLife.log - Stores status and debugging output from the Viewer. This file continues to grow while Second Life is active and tends to become large. If it gets too large, it is trimmed by the crash logging application.
  • SecondLife.old - Upon initialization of logging for a Viewer session, the Viewer renames the existing SecondLife.log to SecondLife.old. SecondLife.old is used when the Viewer reports a freeze in the previous execution.
  • debug_info.log - This log is initialized after freeze reporting to record information about the Viewer's state. When a crash is handled, additional information is added to this file about the state of the Viewer at the time of the crash. This log is the main source of non-crash stack data for viewer crash reporting.
  • SecondLifeException.log -This file stores raw call stack information from the Viewer. It is created during crash handling. It is deleted after freeze reporting so that future freeze reporting will not include any irrelevant call stack info.

Getting your system information

Getting your system info is important to diagnose problems and answer questions like:

  • What Viewer version am I running?
  • What graphics card do I have?
  • My connection feels laggy, am I experiencing bad packet loss?

Here's how to do it:

  1. In the Viewer, go to Help menu > About Second Life.
    • You can do this from the login screen, before logging into Second Life, although certain info like present region and packet loss is only shown when you're inworld.
  2. Click the Info tab (if it isn't already selected).
  3. Click Copy to Clipboard button at the bottom.
  4. Paste the info into a text field (like on the Bug Tracker, forum post, support ticket and so on) by using Edit menu > Paste. Or use a shortcut: Ctrl+V (PC) or Cmd ?+V (Mac).

Also important

This is written with Second Life Answers in mind, but broadly applies when asking for technical help:

  • Did you see an error message? Provide the exact text, or take a screenshot.
  • Did someone solve your problem? Let them know — a "thank you" can make them feel appreciated, and followup helps others in a similar situation who are searching for answers.

See also

Operating systems also have their own tools for getting your system info.

Comments
by Senior Helper ‎04-09-2011 11:34 AM - edited ‎04-09-2011 11:36 AM

In the first phrase, the link for "Bug Tracker" is broken. Also in the point 1 of the ordered list.

And in the point 4 of the ordered list, it is broken the link for "Search",

by Community Manager on ‎04-09-2011 12:49 PM

Thanks, Irene! I've fixed the broken links.

by Contributor Cerise Sorbet on ‎10-29-2012 10:28 AM

For Windows 8, the most direct route to "Run" will be Windows+R. That will work from Metro or the desktop. %appdata% will still work fine to get to the right place.

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