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Bea Linden

Retired Linden
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  1. Bea Linden


    Thanks for pointing this out, Irene! I've fixed that broken link (the correct link is https://support.secondlife.com/billing-support/).
  2. If you are 18 or older and would like to be able to view and search for moderate or adult content in the Marketplace, you must have your date of birth in your profile. If you do not have a date of birth set, please create a new support case: Log in to the Support Portal and Submit a case. Under What type of problem are you having?, select Marketplace from the dropdown menu. A new dropdown menu appears under the title Marketplace. Under Marketplace, select General Marketplace Issues. Enter your request to add your date of birth to your account. example: "I would like to add my date of birth to my account so I can access adult content." Click the Submit button at the bottom. The support team can now help you get your date of birth on file.
  3. Bea Linden

    How to report a bug

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

    How to report a bug

    Reporting bugs and requesting features Reporting security issues Finding log files Windows Mac Linux Types of diagnostic log files Getting your system information Also important See also 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. If you've never filed a bug or feature request on the Bug Tracker before, please read some helpful notes here. Go to the Bug Tracker at jira.secondlife.com. In the upper-right hand, click Log In. (This site is owned by Linden Lab, so you'll see the usual web login form.) Click +Create Issue in the upper-right. Choose the BUG Project. Set the Issue Type. 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. For a bug (something is not working the way that it should work), set the Issue Type to Bug. 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. Click Create at the bottom. 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: 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: In Windows Explorer, click the Start Button. In the search field (in Windows 7, it's labeled "Search programs and files", in Windows Vista, it's labeled "Start Search", and in Windows 10 you can access it by right-clicking the Start Button and choosing Search), type %appdata% and press Enter ↵. In the window that appears, open the SecondLife folder. 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. Attach logs.zip to your Jira bug tracker issue by choosing More Actions > Attach files in Jira. Mac The logs folder is located at: /Users/<username>/Library/Application Support/SecondLife/logs. 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 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. In the Finder, choose Apple menu > About This Mac. Click the More Info button to open the System Profiler. 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: Open your file manager Go to your home folder If needed, enable "Show Hidden Files and Directories" or a similar option in your file manager Open the .secondlife folder 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: 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. Click the Info tab (if it isn't already selected). Click Copy to Clipboard button at the bottom. 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 System Requirements details Supported Viewers Operating systems also have their own tools for getting your system info.
  5. Bea Linden

    Account balance

    US dollar balance Ways to use your US dollar balance Pay for Second Life expenses Process credit (withdrawal) Wire transfers Sending money to Linden Lab Receiving money from Linden Lab In other languages: Deutsch Español Français Italiano Português Pусский Türkçe 日本語 US dollar balance Note: As of August 1, 2019, your US dollar balance is managed by Tilia, a subsidiary of Linden Lab. For additional details about Tilia and how it interacts with your Second Life account, please see the Tilia FAQ. All Second Life® accounts have both a Linden dollar balance and a US dollar balance. You can see both balances in the Linden Dollar Summary and Tilia Account Summary on your Account page at secondlife.com. When you have a new Second Life account, your US dollar balance is $0. You can increase your US dollar balance by selling L$ on the LindeX. The L$ can be used to make purchases inworld or on the Second Life Marketplace; the US$ can be used for other purposes related to your account. Using your US dollar balance You can put your US dollar balance to work in several ways, explained below. Pay for Second Life expenses When you pay your premium membership fee, land use fees, private estate fees, buy Linden dollars or buy a Private Region, Linden Lab charges your US dollar balance. If your US dollar balance does not cover your expenses, all available US$ credit is applied to the fee. Then we charge the remainder via your preferred payment method. (Bill the full amount to your payment method by clicking "DON'T USE" next to your USD balance.) If you make enough Linden dollars, you can sell them on the LindeX to increase your US dollar balance. Some Residents' premium accounts pay for themselves! Process credit (withdrawal) Update: As of June 6, 2016, Turkish Second Life Residents are unable to use PayPal to process credit on their US dollar balances. It is, however, still possible for Turkish Residents to make purchases or to process credit using Skrill. For more information about PayPal's suspension of operations in Turkey, please visit PayPal's website (in Turkish). Net proceeds from your sales of Linden Dollars remain as credit on your Second Life account, and this credit is automatically applied to your account fees as described above. If you do not wish to apply your Linden Dollar sales proceeds to your fees, you may withdraw this portion of your account credit through a real-world credit process. (See Process Credit) Note that you may only process credit due to net proceeds from sales of Linden Dollars. Purchases of account credits and credits due to gift codes or other promotional account credits are nonrefundable, and may not be processed as a payment to you. You must be in full compliance with our Terms of Service to receive any payment through the credit payment process. This includes, without limitation, the requirement to have accurate and complete registration information, including verifiable billing information. Under certain circumstances, Linden Lab may request additional information from you before processing a request. If provided in a timely manner, this extra step should not significantly delay processing times. Additionally, you must be in compliance with Tilia's Terms of Service and provide Tilia with adequate documentation for ID verification in order to process credit. Tilia is a subsidiary of Linden Lab that offers certain financial services to the Second Life community and helps Second Life comply with U.S. laws and regulations. For additional information about Tilia and the documentation required for ID verification, please see the Tilia FAQ. The following table provides an estimate for when you should receive your USD in your account based on the day of the week you submit your request. You should expect to see the USD in your account on or before the date listed. For most requests, you should receive payment to your PayPal or Skrill account within two business days. However, for a minority of requests, this process may take five business days. Business holidays in the US will extend the two or five business day window by one day. Requested Day Two Business Days later Five Business Days Later Monday Wednesday Following Monday Tuesday Thursday Following Tuesday Wednesday Friday Following Wednesday Thursday Following Monday Following Thursday Friday Following Tuesday Following Friday Saturday Following Wednesday Following Monday (Eight calendar days later) Sunday Following Wednesday Following Monday (Seven calendar days later) How can I withdraw USD credit from my account balance? You may choose to credit your US dollar balance to a PayPal or Skrill account. This is known as a process-credit request, because you are requesting to process credit from the Second Life system to your real-world account. Depending on which option you choose, you may be subject to fees and minimum withdrawal amounts. How do I select a payout method? When you request to process a credit from Second Life to your real-world account using the new system, you will be required to choose a payout method. To place a process-credit request to PayPal, you will need to select your PayPal email address from the request form. The form lists the PayPal account(s) you currently have on file at secondlife.com, as well as the PayPal account that you used for process-credit requests (if you have made previous requests in the old process-credit system). To place a process-credit request to Skrill, you need to select your Skrill email address from the request form. The form lists the Skrill account(s) you currently have on file at secondlife.com, as well as the Skrill accounts that you used for process-credit requests (if you have made previous requests in the older process-credit system). Choose one of the existing accounts, or add a new PayPal/Skrill account as a payment method in the Change Payment Method window: Note: If you change your payout method, we may require additional information to verify your identity before we process the request. This verification is for your security. Can I send funds to someone else's PayPal or Skrill account? Process-credit requests must be sent to a PayPal or Skrill account that you control. They are not meant to be used to pay someone else. Is there a minimum or maximum amount? The minimum process-credit amount allowed is $10, plus any fees. The maximum amount per transaction is $9,999 minus fees. If necessary, you can process a larger amount over multiple smaller transactions. If you are permanently closing your account, you may request a withdrawal of the full US dollar balance, even if it is less than $10. This is the only circumstance where the $10 minimum does not apply. To begin this process, please contact Support for assistance. How much does it cost to process credits? There is a fee per process-credit transaction. Fees are subtracted from the amount you enter in the form, so you will receive less than that amount in your PayPal or Skrill account. You can view the relevant fee amounts on the Transaction Fees and Payment Priority page. How long does it take to process credits? For processing a credit to a Paypal or Skrill account, requests generally take up to five business days (Monday-Friday, not including U.S. holidays) to be completed. We always strive for quick turnaround; however, holidays and the volume of transactions may affect processing times. Also, in the event that Linden Lab requires additional information from a Resident, the processing time will depend on the timely submission of the information by the Resident. How can I check on my previous and pending requests? To view a full history of your process credit transactions, see the Process Credit History page. Any recent requests that have yet to be sent to PayPal or Skrill will say "processing" next to the timestamp. If the request looks to have been completed, but you haven't received funds in your PayPal or Skrill account, please contact Support for assistance. How can I cancel a process-credit request? You might have entered the wrong amount or the wrong PayPal/Skrill account information when requesting a credit. If you think you've made a mistake, check your Process Credit History and then contact Support for assistance. You'll need to tell us which request is to be canceled (use the date/time and the amount to identify it). Please notify us as soon as you can, so that we can reverse the request and restore the funds to your account balance. Afterward, you may request the withdrawal again, or you may use the funds to pay Second Life account fees. Wire transfers Sending money to Linden Lab Linden Lab is not currently able to accept payment from your bank via wire transfer. Please pay for balances through credit card, Paypal, or Skrill. Receiving money from Linden Lab Linden Lab is not currently able to support payment to your bank via wire transfer. If you wish to credit your USD balance to an external account, please do so through Paypal or Skrill.
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