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  • How to report a bug

    Bea Linden

    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.

      BUGselect.png

    6. Set the Issue Type.
      1. For a feature request (a new tool, a different layout, a change to how things work now), set the Issue Type to New Feature Request.
      2. For a bug (something is not working the way that it should work), set the Issue Type to Bug.
    7. 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.
    8. Click Create at the bottom.
    9. 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.

    Windows

    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 10 you can access it by right-clicking the Start Button and choosing Search), type %appdata% and press Enter ↵.
    3. In the window that appears, open the SecondLife folder.
    4. Inside the Second Life folder, right-click the logs folder and choose Send to > Compressed (zipped) folder to create the new file logs.zip in the SecondLife folder.
    5. Attach logs.zip to your Jira bug tracker issue by choosing More Actions > Attach files in Jira.

     Attach files to jira.png

    Mac

    1. The logs folder is located at: /Users/<username>/Library/Application Support/SecondLife/logs.
    2. Compress the logs folder and attach it to your Jira bug tracker issue by choosing More Actions > Attach files in Jira.  To compress the logs folder, hold Shift while highlighting the contents of the logs folder and then Ctrl-click and choose Compress Items.

    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 Profiler report, 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. Inside the .secondlife folder, compress the logs folder and attach it to your Jira bug tracker issue by choosing More Actions > Attach files in Jira.  To compress the logs folder in Gnome, Right-click the folder and choose Compress.  In the Linux shell, you can compress the folder with the command:  
      tar -cjvf "Viewer_logs.tar.bz2" ./logs/

       

    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.
    • crashreport.log - Logs the last time the crash reporter need to to upload Viewer crash information.
    • 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.

    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.

    Go to knowledge base articles

    User Feedback


    Irene Muni

    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",

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