This means that you need to check that it is not merely a one-off session problem, an unstable internet connection, or the SL grid having issues. Please log out of the viewer and log-in again to a different region to ensure that it was not a one-off situation.
Also, please check the Grid Status for issues that might also be contributing to your problem.
https://status.secondlifegrid.net
Once we receive your report saying that you can reproduce the problem on a fresh session and in a different region to the one you first encountered the problem in, we will try the same procedure as you, to reproduce the error for ourselves.
When we can reproduce a problem, it is deemed as a bug and at that point, we will take remedial action.
Issues are much easier to diagnose, if you log off immediately after the problem and put that log file in a safe place.
Please ensure you can reproduce an issue, before reporting it.
Procedure for reporting a Bug in Genesis Viewer
- Log out of the viewer. Keep a copy of the most recent Genesis(date).log file and drag it to your desktop. Reboot your computer.
- Launch the viewer and next to where you put your name and password, use the option where it says Region and enter the name of a region different to the one you were experiencing issues on. (We suggest Sandra, but any region not directly connected to the one you were using, that has reasonable and not heavy use is also okay to use, but please login to that region directly).
- If you can reproduce the problem, log out, and copy your latest Genesis log file to your desktop.
Your log files will probably contain information pertaining to the event.
If you would care to share your log file with the Developers, here is what you need to do before you relaunch the viewer.
Navigate to c:\user\yourpcname\appdata\roaming\genesis-eve-test\logs and find genesis.(date)log. Grab and drag it to desktop.
Right click and open it in notepad and check for any personal information that you do not wish to share. Typically this is when you named your PC with your RL name. Feel free to 'search and replace' any information like that with something else.
Send us an email
1. Please be sure to say what the issue is.
2. What you were attempting to do.
3. What you were expecting to happen and what actually happened.
4. Attach your log file(s) to the email.
The more information you give about a reproducible bug, the quicker it is for us to locate the issue.
Please email it to genesisviewer (at) gmail (dot) com.
We delete logs once they have been reviewed.
Thank you for helping make Genesis even better.
Footnote: For more help about bug reporting see the SL procedure here https://wiki.secondlife.com/wiki/Bug_Tracker but of course, send your reports about Genesis to the Genesis team. Linden Lab only undertakes corrective work on their own Second Life Viewer.
