Bug submission guidelines

Bug submission guidelines

HOW TO REPORT BUGS

To make bug resolution as quickly as possible, please follow these guidelines when filing a bug report.

Please submit a new report for each separate issue.

1) BEFORE FILING A REPORT

Before submitting an issue, please check the appropriate changelog for the product that you are using to see if we haven’t already fixed it.

If this doesn't help, please check the documentation for information related to your question.

If the issue is not present in the changelog or is not covered by our documentation, please follow the next steps.

2) WHERE TO FILE BUG REPORTS?

You can submit a new ticket by clicking "Submit a Request" in the top right corner of this page.

When submitting a report, limit your submission to one issue per report. This way each issue will be clearer both to our support engineers and the developers looking into it.

3) WHAT IS THE TYPE OF THE ISSUE?

Unexpected behavior – Is a feature not working as you expect it to?

Documentation – Have you found an error, or typo, or omission in the docs, in one of the tutorials, or on the website?

Rendering Artifact – Are the HTML elements not rendered correctly?

Project Packaging – Are you having difficulties exporting your build?

Crash bug – Does our product cause your Editor or game to crash?

Performance – Is our product taking too much processing power or memory?

4) GIVE US AS MUCH INFORMATION AS POSSIBLE ABOUT YOUR ISSUE

• Which product of ours are you using?
• Verify that it is an issue related to our product. Can you reproduce it without our product in your project (if applicable)?
• What version of our products (version number + Pro/Trial) and game engine are you currently using?
• Is the game using an integrated GPU?
• Is the issue exclusive to a specific machine or a limited number of machines, does this happen only on a specific PC/device and OS? If so, please provide us with information on at least one of the machines which exhibit the issue. On Windows, you can just send us the DXDiag report file.
• (Open the Run prompt using Windows + R button and run a dxdiag. Click on “Save all information” once the diagnostic finishes and send us the file)
• What settings do you use for the View? Is the View transparent? Do you use shared textures? Does the issue occur with multiple views only, and what’s their setup?
• Can you reproduce the issue in a new project?
• In case of JavaScript errors, attach our Debugger (instructions how to do that are in the documentation) to your game and check for any JS exceptions.
• Is the issue potentially caused by a third party software or library? If so, please list them.
• Are you seeing a crash? In that case, you can use Visual Studio or any other IDE specific to your environment to generate a crash dump file and send it to us.
• How severely does this issue affects you - Do you currently have a workaround for the issue or is it blocking your development?
• Please mention any possible solutions you might have tried.
• If you are having a Performance issue please provide us with the following: what performance you are aiming for, what performance are you seeing.
• If you are seeing graphics artifacts please provide us with the following: screenshot/video of the problem, a screenshot/video of expected Behavior (if possible), a minimal sample (if possible).

Unreal Engine 4 Related Specifics:

• The version numbering of the Engine you are currently using. For example: 4.19.2 - 4033788(This is found in the editor under Help > About Unreal Editor)
• Are you working on a C++ or a Blueprint-only Project? If the issue is related to logic in Blueprints, could you please send us a screenshot of the related blueprint setup?
• Is this a Binary build from the Unreal Launcher or a Source build from GitHub?
• Do you see any errors in the log files or in the editor log(located in \Saved\Logs\.log)? Please send us the complete logs so we can check them.

Please check https://wiki.unrealengine.com/Locating_Project_Logs regarding the different .log file locations.

In case your issue occurs with an exported build for shipping, you will have to rebuild your engine from source and make sure

you have the “USE_LOGGING_IN_SHIPPING = 1” macro defined to non-zero in order for the .log files to be generated.

Unity3D Related Specifics:

• The version numbering of the Engine you are currently using. For example: 2018.1.1f1. Player settings?
• The log from the Unity Editor.
• Have you made any changes to the C# scripts that we provide?

5) TELL US HOW TO REPRODUCE THE ISSUE

In order for us to fix the issue, we need to be able to reproduce it. With a precise description of what you did, we can clearly follow your actions and recreate the same situation. The most important thing is telling us exactly how to reproduce the issue. Unless that’s a critical widespread issue, we can only escalate that to our dev team if we have very specific steps to reproduce it. Knowing how much you have to write can be a little difficult, so here is an example to help you get started:

Example Bug Report:

Title: The UE4 editor crashes when a GameFace component is added

Issue Type: Crash

UE4 version: 4.18 Binary version

GameFace version: 1.0.0.0 Pro

Project type: Blueprint-only

Description:

UE4 crashes every time a GameFace component is added.

The problem occurs both when working on a custom project as well as with newly created ones with default settings.

The issue was tested on several machines with different hardware specs running Windows 7/10 and it occurs with a 100% repro rate.

Repro steps:

1. Open the UE4 Editor.
2. Create a new Blueprint project using the default settings.
3. Create a new HUD Blueprint in the Game’s blueprint folder.
4. Right-click on the new HUD Blueprint and select “Create Blueprint based on this”.
5. Click on “Add Component” and attempt to add a new GameFace Component.
6. The editor crashes.

Please find attached the .dmp and .log files associated with the crash. Attached is also a file with the Call Stack. 

//..Attachment goes here.zip..//

6) ATTACH ANY FILES THAT ARE NEEDED FOR REPRODUCTION

In order to facilitate the reproduction and debugging process, it would be great if you could send us a working sample that reproduces the issue or even a part of your real project. A good approach for that is to include only the bare minimum of assets required to run and replicate the issue. That way, we can track down the problem faster.

Important notice: Our support system only allows for small attachments – up to 20MB.

In case you need to send us larger files, please use a file sharing service such as Dropbox or Google Drive to upload your files.