FR EN DE ES IT PT

Today we're talking all about bugs! What's the best way to report them? And what happens afterward? Find out here!



We do our best to fix as many bugs in DOFUS as we can. But we still need your help to find some of them.

In this section, you'll learn what information you need to correctly report a bug.

Before submitting a report, your first reflex should be to make sure your bug hasn't already been reported in the forum section for reporting bugs.

  • If it has indeed been reported, consider leaving a comment on the existing thread (with any new information that might be useful).
  • If the bug hasn't been reported yet, you can go ahead and report it, either in the forums or by contacting Support.
 

Reporting a bug in the forums

Before you report a bug:

  • Try clearing your cache (this can resolve quite a few bugs). This option is available in the game settings menu, in the tab "Cache".

Only one thread per bug, and only one bug per thread! That is the golden rule of this category. This makes it much easier for us to sort through them, and for others to find and track a particular bug.

In the interest of readability, we ask that you use the format below when reporting bugs.

Keep in mind that the clearer and more detailed your report is, the more leads we'll have to help the team fix the bug in question.

  • The title of your forum thread: This should be short and clear; summarize the bug in a few words. Using the label "bug" is unnecessary. Ideally, we should be able to simply read the title to understand what the bug consists of.
  • Character nickname(s): The nickname of the character(s) that experienced the bug.
  • Server: The server you were playing on when the bug occurred.
  • Client version: 32 or 64 bits
  • Date and time of the incident: The more precise this date is, the better chance we have of finding the bug and fixing it (crucial for obstructive bugs).
  • Map in question: Specify the in-game location where you encountered the issue. (Coordinates can be accessed using the /mapid command in the chat.)
  • Description of the bug: This should also be as complete and precise as possible. Include details about anything unusual you noticed before and after the bug.
  • Steps to reproduce the bug: Explain how to reproduce your bug, point by point; in order words, write out the steps that led you to experience the bug.
  • How many times you've experienced this bug in the game: One time after one attempt / one time out of several attempts / occasionally / repeatedly
  • Video or screenshot attachment: A picture is worth a thousand words; a video is worth a million. To enhance your written report, try to include visual evidence of the issue. We need to see the issue from your perspective and from your POV, which is especially useful when the issue is hard to explain or reproduce.


We reserve the right to moderate, without warning, a report that doesn't follow the criteria given on this topic. You can, however, add as many details or clarifications as you like in response to your report, as long as it follows the format given above.

You can also attach screenshots or videos of the bug to your report, provided that they support your statements. An image is worth a thousand words!

A post explaining how to upload your images to the forums is available here: click here.


Below is a report template you can copy and paste to use for bug reports:


Character nickname:
Server:
Date and time of the incident:
Map in question:

Description of the bug:

Steps to reproduce the bug:

How many times you've experienced this bug in the game: One time after one attempt / one time out of several attempts / occasionally / repeatedly

Screenshot

Reporting a bug to Support

You also have the option to report in-game technical issues directly to Ankama Support. Their website can be found here: click this link.

To supplement your feedback, if you're able to reproduce the bug without trouble, you can send a log report.

To do this, simply go into the game settings, then the "Support tab", and check "Activate generation of bug reports". The last step is to reproduce the bug and then press F11 on your keyboard. This will save a file that you can add to your Support ticket.

If you run into an issue with the Ankama Launcher, you can always retrieve logs directly through the launcher. First open the launcher settings (the button next to your nickname in the upper right corner).

 

Then go into the "Assistance" tab and open the log directory.



Once you've retrieved the archive, visit the Support website to create a new request. Complete the form by filling in the fields according to the directions below:


To help facilitate ticket processing, please send your message in the most appropriate category and be as specific as possible about the circumstances of the appearance of the bug.

Be sure to attach the archive you retrieved from the game to your ticket; it contains useful information for identifying the issue.
 

Lifecycle of a bug

Providing a specific description of the bug, along with steps to reproduce it, is essential for the issue to be resolved and seriously helps speed up the bug fix process.
That said, certain bugs do take more time to be fixed; to shed some light on things that may require more time, here's a brief explanation of how this happens internally:

The bug is reported to the testing teams. They then perform checks to pinpoint the cause of the problem. If our teams are unable to reproduce the bug, there will be no way to proceed with a bug fix. That's why detailed feedback is so important.

Once the bug is identified, it will be assigned to the relevant teams to be fixed.
The bug is assigned a priority level; the more it impedes gameplay, the higher the priority level.

The assigned teams then fix the bug; the amount of time this takes will depend on how complex the bus is, along with production demands.

Once a fix is found, it is first tested internally (to avoid side effects); then it will go online during weekly maintenance or as part of an update. If the bug is a major impediment, we may need to perform unscheduled maintenance to fix it. (Find out more about maintenance here).
 


Thank you for your feedback and happy gaming!