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jseverin's avatar

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How to report a Bug

First thing to do when a member contact you regarding a possible bug:

1. Check an announcement!
If user experience a problem during some new project push it is probably
temporary and will be resolved after push is completed.

2. Can you reproduce the problem?

To make sure the problem is real:
Clean up the cash and cookie
Log out and log in back
Is it still reproducible?
If it is reproducible, please provide the following information:

OS: Mac? Win? WinXP?
Browser: IE6? IE7? FF? Safari? Opera?
Version: FF 2.0.5? FF 3? IE7 sp 2?
Brief description of the problem
steps to reproduce:

Example and templates are below.

3. Before you report the bug, please check other people's reports!!!!

4. Please report 1 bug in 1 post

REPORTING A BUG

Provide detailed and useful information when reporting!
The purpose of reporting a bug is so that later on a Developer will have enough information to reproduce the problem and resolve it. Reports made that do not provide useful information and are vague with no detail will be deleted.

Be descriptive in your title
Don't just put "Bug" in your title. For example, if something like Cinemas isn't poping up, put "Gaia Cinemas isn't popping up Bug."

Quick Format for posting bug reports:

Short description of the problem:


Browser:
Operation system:


Step 1- Log onto www.gaiaonline.com

Step 2-

Step 3-

Step 4-

Step 5-

Suppose to Result:


Act result:



Here's an example of how to write a bug:


Computer Specs:
Windows Vista Home Edition
Internet Explorer 7.0.6000.16609
Flash 9.0.115.0

Location:
Slots (Upper right hand corner of game)

Bug:
Playing winnings button does not work when you have over 10 winnings awarded

Reproduction:
1) Go to www.gaiaonline.com/
2) Log in as a user: user name and password
3) Go to the web page www.gaiaonline.com/games
4) Click on Slots
5) Pick any available room
6) Click on the Join button
7) Click on the Play Token button
cool Click on the Spin button
9) Repeat steps 7-8 until you have at least 10 winnings awarded

*Current winnings will display the number 10, right below Tickets and Tokens on the left center side

10) Click on the Play Winnings button

Result:
The button will not work. The current winnings do not decrement (decrease). The spin button does not work since no winnings or tokens are used.

Notes:
Any useful information goes here, such as how often this occurred.

If you notice for the above bug, it is very detailed and concise. If you were to go through the reproduction steps, you should be able to reproduce the bug, or if it is uncommon, occasionally reproduce the bug. smile


How NOT to write a bug:
Example1:

Computer Specs:
Windows

Location:
Slots

Location:
I don't remember

Bug:
The slots machine didn't work.

Reproduction:
Play slots by putting in tokens.

Result:
The slots machine didn't work.

Notice how everything is vague? If you were to try to go through the steps again, you would not have a clue where to start. Try to be as detailed as you can by giving any information such as: computer information and what you were doing before, if you used any power ups, etc. This way we can narrow down the possibilities.
Computer Specs:
Windows 7 Ultimate
Mozilla Firefox V. 5
Flash 10,3,181,22

Location:
Special Tab In Inventory

Bug:
Unable to open MC for August.

Reproduction:
1) Go to www.gaiaonline.com/
2) Log in as a user: user name and password
3) Go to the web page www.gaiaonline.com/inventory
4) Click on Special
5) Click on MC
6) Chose either Royal Keymaster or Antique Keymaster

Result:
A message appears and reads
"General Error
serial_not_in_owner_location"

Notes:
I tired to claim either Keymaster item but the same message appears. I refreshed the page, logged out, restarted my browser and nothing seems to work. Also I had bought two of these items, the first one i was able to claim, but the message still showed up.

***Edit
So it seems the second one finally worked and now I have the two items.

Thanks for your bug, we are aware of the issue and will try to fix it. You are having this because you had more than one mc in your inventory, and the old one that you used is still cached,
the display acts like you did not use it, you need to wait, or the cache will expire if they use any other item in their inventory
jseverin
chewylove's avatar

Rainbow Smoker

EDIT: mc's finally showed up as two red keys even though i wanted one of each.... oh well, close enough. problem solved!!!!


Short description of the problem: August MC's disappeared


Browser: Google Chrome
Operation system: Windows XP


Step 1- Log onto www.gaiaonline.com

Step 2- enter inventory

Step 3- go to full inventory

Step 4- click on sealed august mc letter

Step 5- choose red key option

Step 6- general_error something something serial not found

Step 7- refresh

Step 8- Only on mc left

step 9- try moving remaining mc letter in organization set up

10- return to full inventory

11- both mc's are gone

Suppose to Result: supposed to get 2 key mc items out of this!


Act result: lost both (500 gaia cash down the drain)

Please please get them back!!!

Ok, we are looking into this problem. In the mean time I will ask our customer service to look into your account.
jseverin
Short description of the problem: Items stuck in a trade


Browser: Internet Explorer 9
Operation system: Windows Vista


Step 1- Log onto www.gaiaonline.com

Step 2- go to "bank"

Step 3- go to open trade with "Crazydonut"

Step 4- attempt to cancel


Suppose to Result: trade cancels, items return to my inventory.


Act result:

error message " serial_not_in_owner_location".

Screenshots :
http://i1234.photobucket.com/albums/ff406/TheVirtueTheory/2.jpg
http://i1234.photobucket.com/albums/ff406/TheVirtueTheory/items.jpg
Lotus Flower 1209's avatar

Romantic Prophet

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I have two bugs to report.
The first is one I have tried to get fixed...but it still hasn't been fixed.
Short description of the problem: Can't preview or make Guild Announcements. If I try to preview/ send an announcement nothing happens.


Browser: Internet Explorer 8
Operation system: Windows XP


Step 1- Log on and go to the guild you own or work for.

Step 2- Go to the moderators panel and chooses to "Send Guild Announcements".

Step 3- Type up your announcement.

Step 4- Then click the preview button or send button and...

Suppose to Result: The screen should either show a preview of your announcement or a message that the announcement was sent and the gold was taken from your guild account.

Act result: All that happens is the page refreshes but nothing changes...the message is still there but it isn't sent or anything...please I have reported this several times and still nothing has been down. And I'm not the only user suffering from this.

The second is new and just happen yesterday.
Short description of the problem: Ok in the Guild called Kingdom Hearts (The Battle of the Hearts) (here is the guild link if you need to check out the guild http://www.gaiaonline.com/guilds-home/kingdom-hearts-the-battle-of-the-hearts/g.275537/ )...our captain has been inactive and we need an active one and it has been decied that I am the one ^_^. Well I went to change owners and it won't let me...it says an error has occurred...but won't say what error.

Browser: Internet Explorer 8
Operation system: Windows XP

Step 1- Log on and go to the guild you own or work for.

Step 2- Go to the moderators panel and chooses to "Change Guild Owners"

Step 3- Do all the steps to change Guild owners

Step 4- Hit the confirm button

Suppose to Result: I should be the new guild owner.

Act result: All that happens is this message pops up.
An error occurred:
There was an error in processing your request. Please try again.


P.S.
I had the other VC try and it didn't work for them...either...please we really don't want this guild to fail...so we need an active captain.

Thanks for you bugs. I entered them in our bug system, and our devs will try to fix both of them. However, I was not able to reproduce the 1st bug. My Guild Announcements were send successfully. Do you have enough gold on your guild account? Are you the captain?
jseverin
Short description of the problem: I am trying to change the guild captain but it continues to tell me there was a error. (here is the link here. )

Browser: Internet Explorer 8

Operation system: Windows XP

Step 1- Log on and go to the guild you own or work for.

Step 2- Go to the moderators panel and chooses to "Change Guild Owners"

Step 3- Do all the steps to change Guild owners

Step 4- Hit the confirm button

Suppose to Result: My friend should be the new guild owner.

Act result: All that happens is this message pops up.
An error occurred:
There was an error in processing your request. Please try again.

P.S I am the captin on the guild. Also I notice that the comment below mine had the same issue that I am having.

Yes, we are aware of this bug. FS#40982 - Users can't change Guild ownership . Our devs are working to fix it.
jseverin
mizzmerr's avatar

Tricky Treater

Computer Specs:
Max OS X
Firefox/3.6.3

Location:
Special Tab In Inventory

Bug:
Unable to open fish drops.

Reproduction:
1) Go to www.gaiaonline.com/
2) Log in as a user: user name and password
3) Go to the web page www.gaiaonline.com/inventory
4) Click on Special
5) Click on any fish drop
6) Chose use

Result:
A message appears and reads either
"General Error serial_not_in_owner_location"
or
"Data Validation Error The item was not found in your inventory."

Notes:
This also happened with my Keymaster items -- eventually, the items do show up in my inventory but there doesn't seem to be a pattern. Sometimes after a refresh, sometimes after trying (and failing) to open some other drop. I have restarted, reset my browser, etc.
nexis_firestorm's avatar

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Short description of the problem:
I tried to

Browser: Mozilla Firefox v.5.0
Operation system: Windows 7 Starter Edition


Step 1- Log onto www.gaiaonline.com

Step 2- Logged in with my username/password

Step 3- Went to Inventory, clicked on Special tab.

Step 4- Click on Monthly Collectable August 2011

Step 5- Clicked on Red Keymaster

Suppose to Result:
Receive the Red Keymaster outfit.

Act result:
General Error serial_not_in_owner_location
MyFacelsNumb's avatar

Questionable Prophet

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Browser:Firefox
Operation system:Windows vista


Step 1- Log onto www.gaiaonline.com

Step 2-my gaia

Step 3-dress up avatar

Step 4-put items wanted on

Step 5-click save avatar

Suppose to Result:changed avatar image


Act result:no change
feathered_kitten's avatar

Familiar Gaian

Short Description of Problem: "9 New Private Messages" notice will not go away

Operating System: Vista
Browser: Firefox 3.6.20

Reproduction:
Step 1:
Go to www.gaiaonline.com/
Step 2: Log in as "feathered_kitten"
Step 3: See "9 New Private Messages"; click on it
User Image - Blocked by "Display Image" Settings. Click to show.
Step 4: Redirected to Mailbox, which is empty
Step 5: Go to any page on Gaia
Step 6: See "9 New Private Messages"; click on it
Step 7: Redirected to Mailbox, which is empty
Step 8: Repeat Steps 6 and 7

Notes: This came about from doing the Cash Tree offers; I clicked on the cash tree, received my cash and the PMs. I deleted the PMs, but the notice won't go away.
I cleared my cookies and recent history; and logged out/in before reporting.
I also looked over the BR&TS General forum - I am not the only one having this problem.

thanks for you bug, I entered bug#FS#41004 - New Private Messages" notice will not go away . We will try to fix it soon.
jseverin
moon3342's avatar

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click Video Lounge. i want to create playlist in the dance floor or in drive in. it cost only 250 gold. but generates an error: user does not have enough gold to purchase environment. stare but I have a lot of gold. and this error have all users.

p.s.sorry I don't understand how to properly compile a message, because I know a little English

Yes I was able to reproduce your bug. I will let our devs know to try to fix it. However, we are not sure when this will be fixed.

jseverin
Holy dragon-goddess's avatar

7,500 Points
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Computer Specs:
Windows Vista Home Premium Edition
Google Chrome
not sure on flash

Location:
cash tree freebies

Bug:
clicking on cashtree to watch videos for free gaia cash works but video does not play

Reproduction:
1) Go to www.gaiaonline.com/
2) Log in as a user: user name and password
3) click on cash tree
4) window pulls up
5) nothing happens
6) repeat step 3 and 4 still nothing


Result:
No FREE gaia cash

Notes:
*have tried this everyday for about the last two weeks

User Image

We will try to fix this issue soon, unfortunate right now our devs are very busy working on other project.
jseverin
Missy2213's avatar

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Computer Specs:
Windows 7 Professional Edition
Firefox Version 3.6.20

Location:
Wishlist

Bug:
Tried to delete two items from my wishlist and after hitting the "Save All Changes" button the whole list is now gone

Reproduction:
1) Go to www.gaiaonline.com/
2) Log in as a user: user name and password
3) Go to the web page www.gaiaonline.com/shops
4) Click on Marketplace
5) Click on Wishlist "view all"
6) Mark two items "delete"
7) Click on the "Save All Changes" button
8 ) Wait for Wishlist to update

Result:
The Wishlist is now empty. All saved items are gone.
"You have no items in your wish list at the moment!"

Notes:
This just happened and I have been building that wishlist for years. Please let me know if there is a way to recover it. Thank you!
Zee La Dee's avatar

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Computer Specs:
Windows 7 Home Edition
Google Chrome 13.0.782.112 m
Flash 10.3.183.5

Location:
Rally (Arrow keys do not allow Avatar to move)

Bug:
Arrow keys don't allow avatar to move freely and I am forced to use my mouse instead.

Reproduction:
1) Go to www.gaiaonline.com
2) Logged in
3) Go to the web page www.gaiaonline.com/mygaia
4) Click on world
5) Click on rally
6) Click on server
7) Then joined the room
8.) Tried to move my avatar with my keyboard arrows but doesn't work.
9) Deleted history and cache but no difference.
10) Repeated steps 4-8

Result:
The arrow keys on the keyboard do not allow the avatar to move but it works fine with the mouse.

Notes:
Was last night but all of a sudden stopped working. Only to have happened to me when I use Google Chrome but when I switched to Firefox the arrow keys work fine in Rally.
squirrelly_girl_XD's avatar

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Computer Specs;
Windows Vista
FireFox (current edition? Just updated within last 24 hrs)

Location
Login

Bug;
after inputting username and password a red "You're leaving Gaia...." page appears and the link provided is just " http:// " after reentering www.gaiaonline.com into address bar standard Gaia homepage opens. (this happened on multiple accounts) On log out the "Uh Oh! Incorrect login info..." appears

Reproduction
1. www.gaiaonline.com "login"
2. enter user name/password
3. Get redirection warning
4. re-enter www.gaiaonline.com and proceed as normal

*** when switching from one account to another
1. log out of one acct
2. get an "Uh oh! incorrect login info. . ." notice with "set not supported for: nonce" underneath
3... repeat steps 2-4 of previous

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