-------------------> Please read before posting Bugs and Errors! <-------------------

Discussion in 'Bug Reports' started by HaekelHansi, May 17, 2012.

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  1. HaekelHansi

    HaekelHansi Guest

    Please follow these steps to try and resolve the issue on your own before reporting a Bug:

    - Refresh your browser (F5: soft refresh and CTRL+F5: hard refresh).
    - Clear your browser's cache (temporary internet files). --> Link
    - Try a different (up to date) browser.
    - Make sure you use the newest Flash Player --> Link
    - Delete your cookies.
    - Temporarily disable all (greasemonkey) scripts and browser add-ons. --> Link 1 - Link 2
    - Log out / Log in
    - Restart your computer.
    - Try a different computer.
    - Try a different internet connection.
    - Careful with this and only proceed if you know what you're doing! - Temporarily disable your firewall and your anti virus program. Do this only for a quickcheck. After that, enable your security system immediately again!

    Still experiencing a problem? Checked the forum using the search function and found nothing? Then please report your issue using the format below. The more information you can provide, the better. Please only one issue per thread!

    World: Tell us what world you have noticed this bug in (us1, us2, etc).
    Browser and Version: Tell us which web browser you are using, include version number if possible.
    Description of the bug: Tell us what happens when this bug occurs, what prompts the bug to occur - include as much information about the bug as you can, so that we can address it. The more descriptive you can be, the more chance we have of understanding you.
    Screenshots (where applicable): Show us any screenshots that you have of the bug, or any other visual aids. These are often invaluable.
    How often this occurs: Tell us the frequency in which this occurs or if this is the first time and if it only occurs during specific times. (providing your timezone if possible, or alternatively the time in GMT+1/UTC+1)
    I have performed a quicksearch of the forums using a select few keywords relating to my bug to see if it has already been reported: Yes/No.
    Have you tried resolving your issue by using the hints in this sticky thread?: Yes/no.

    This is too much work for you or you think most points are irrelevant?
    Then at least post the ingame data provided by the game: Click the settings icon at the bottom left part of the game screen, click "About", click "Copy to Clipboard". Now you can easily paste that information into the text box when posting here, either by right clicking into it and clicking "paste", or just hit CTRL+V on your keyboard. It's quick. It's easy. It helps us all.

    When having issues with a quest, please include the name of the quest affected, otherwise we will not be able to handle your issue.
     
    Last edited by a moderator: Jul 16, 2014
  2. Hellstromm

    Hellstromm Active Member

    Joined:
    Mar 2, 2012
    To create an ingame support ticket, right click on the ingame screen and click on "support".

    [​IMG]
     
  3. PhantomForger

    PhantomForger Well-Known Member

    Joined:
    Sep 27, 2012
    Just a small bump on this with a note or two. :)

    If the issue you're reporting is something general (ie. cannot login, lost all diamonds, information missing on certain pages, etc.) that could apply to a larger audience or every player, please post here in the forum. If the issue you're reporting is something internal/private (ie. quest progress, possible missing items or building, discrepancy with resources totals, etc.) that is linked directly to your city's data, please create a ticket to contact support as your account info can be verified through there. We also cannot work with private data here on the forum due to InnoGames' privacy policies.

    If you've tried any or all of the procedures listed at the top of this thread by HaekelHansi, please let us know (or mention what you've tried if you didn't do all of them). A number of game issues are flash-related and several of the listed items can help with those. And as a whole the list helps narrow down the source of the issue. Therefore if you contact us with an issue and do not mention that you've done any of those things, you'll likely be asked to try them out. This is not because they're "standard procedure" but because if an issue is not known and cannot be reproduced/verified, we need to locate what exactly is causing it in order to help you.
     
    DreadfulCadillac likes this.

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