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How To Report Bugs Problems Issues With BYC Website - Troubleshooting Tech Support

post #1 of 4
Thread Starter 

For the vast majority of our users the BYC website provides tons of great tools and features to help lean about raising chickens and sharing pictures and stories.  Unfortately from time to time we receive reports of people having problems.  Hopefully this guide will help those visitors an members find answers to their problems.

 

The Rapid Pace Of Technology - Stay Up To Date FOR FREE!

Tech and the internet evolve at lightning speeds.  Many people visiting BYC are using Internet Explorer 8 as their browser (4 years old) and some are even on IE 7 (over 6 years old).  In internet time, that's like taking a Model T onto the freeway and trying to keep up with all the cars around you going  65 MPH... you're bound to run into problems!

 

Are you on an old version of IE?  We STRONGLY suggest that you use the newest version of Google Chrome or Firefox, both of which are free (some reports show Chrome may be the best choice).  Programmers all over the world would be happy if they didn't have to code for IE, but they have to since people keep using the inferior browser.

 

Again, Google Chrome & Firefox are completely free and you can even run them at the same time as Internet Explorer to see the difference in performance.

 

 

Troubleshooting Website Problems - Easy as 1, 2, 3x √8 ÷ ∝!

Trying to troubleshoot problems on a website for a user is like a mechanic trying to find and diagnose a problem with your car... over email!  wink.png     In the case of mechanic, sometimes it's easy for them to to find the problem... you drive your car in with a big hole in your radiator... pretty easy to diagnose and they know what needs to be done to solve the problem.

 

Of course there are also the times where your car makes a loud knocking sound from the engine... except it stops when you take it into the shop.

 

The same applies to problems with websites, but imagine instead of one engine in your car to troubleshoot, you have 10!   That's what it's like trying to fix problems with very large / robust websites... it's very complex and complicated.  Is it a problem with the server, the database, the programming, the ads, the user's browser, browser plugins or extensions, the user's computer, other software on the user's computer, the internet connection, or one of the almost infinite combinations of all of the above?  

barnie.gif

 

What We Need To Help You, Help Us, Help You, Help Your Chickens:

Just like a mechanic, the #1 best way to get to the root of a problem is to be able to reproduce it.  The difficulty is that we often can't duplicate the problem, especially if the problem is only happening to one or a few users.  This often means the problem is with the user's browser and/or computer, and again, there are billions of combinations to try to account for and solve.   Basically, we need as much information as possible!

Steps You (and all good troubleshooters) Should Take:

 

  1. Try resetting your computer.  Turn it off, wait 2 minutes, turn it back on.
  2. Clear your internet browser's cache / history of files. It's easy to do and almost as important as taking out the trash at home!  See instructions here and here.
  3. Determine if the problem is because of your browser and/or plugins and extensions.  Download a free version of either Google Chrome or Firefox and see if the thing that was broken now works. Note: when we people to "try another browser" it isn't meant to say, "permanently change browsers" (unless you're on IE).  Instead we mean: "Try a different browser for a moment to help isolate if the problem is with your browser or your computer or your account or something else."  It's just part of the process of determining the exact cause of the problem so we can then try to fix it.
  4. If you're still having problems, continue to the steps below:

Report The Problem & Be VERY Specific!

 

Below are are the required steps that will help us find, duplicate, and hopefully resolve the problem you are having.  Go through these steps and once you have the answers to each of them, post a new topic in our feedback section with all the details of your problem:

 

Table of Contents

 

  1. How to Report a Bug

    1. Sample Bug Report

  2. How to Report a Mobile Device Bug

  3. How to Report a Bad Ad

    1. Sample Bug Report


 

How to Report a Bug:

A good bug report can bring about a quick response to a problem - a bad, or incomplete, bug report can leave us guessing what you're actually trying to report and might not see the issue be addressed.

 

Help us help you - when reporting a bug, use the following template and include as much of this information as you can:

  • Reproducibility: Were you able to reproduce this problem consistently?

  • Repro Steps: What steps did you take to reproduce this problem?

  • Expected: What action did you expect to occur when this bug appeared?

  • Notes: Any additional information that will help us diagnose the issue

  • Browser, active browser add-ons, and operating system

  • URL where the issue occurs

 

One thing you should always attempt when an issue arises is to see if the issue occurs when you open up an incognito window without any browser add-ons.

 

Your report's subject line should offer a clear, concise description of the issue so that other members who experience the same problem can find your report and confirm it. An example of good/bad report titles is below:

 

Good Title: Thread listing order in Off Topic is not correct

Bad Title: Off Topic is Broken

 

Sample Bug Report:

 

 

Title: Unable to upload images in the reviews section. Image uploads in forum threads working as intended.

 

Reproducibility: Yes, consistent in all browsers/platforms

 

Repro Steps:

1) Visit Reviews section

2) Create a new item for review

3) Attempt to upload an image of the item for review

 

Expected: The image should upload as intended.

 

System info: Windows 7 x64, Firefox 6.01, Adblock Plus and Noscript (both allowed on site)

 

URL: www.backyardchickens.com

 

 

What happens next?

Bug reports are continually monitored and verified by staff members. Once your report is confirmed, it will be moved into the main "Bugs and Technical Issues" forum and ticketed for a fix with the developers. If we can't confirm your report, or need more information, we'll follow up with you in your report thread.

 

This is for desktop though, what if I’m a mobile user? How do I report a bug that occurs on my mobile device?

Sometimes we may come across a bug that is strictly only encountered on mobile devices. Reporting a bug that happens only on mobile devices is exactly the same as reporting a desktop bug, just be sure to include the following information in your bug report:

 

  • Application version

  • Operating system

 

How to find this information in Chrome

On Android devices you can get this information by opening Chrome > Settings > About Chrome.

 

On iOS devices you can find this information by opening Chrome > Settings > Google Chrome in order to find your application version. To find your Operating system information you need to open your Settings app > General > About.

 

How to find this information in Firefox

On Android devices click on the more options icon on the upper right side of the browser > Settings > Mozilla Firefox (About Firefox, FAQ’s feedback) > About Firefox.

 

On iOS devices open the Firefox app click the hamburger button located in the bottom center > Settings >  view version under the About session. To find your Operating system information you need to open your Settings app > General > About.

 

Note: If you are using Safari, your browser version will be the same as your iOS version.

 

 

How to report a bad ad:

Just like a bug report, there are ways to report ads that may be considered a bad ad or an intrusive ad.

 

  • Reproducibility: Were you able to reproduce this problem consistently?

  • Repro Steps: What steps did you take to reproduce this problem?

  • Right click and copy the link address

  • Add ?google_force_console to the url you are on where the ad exists

  • Right click Delivery Diagnostics and copy URL

  • Take a screenshot and include in your report if possible


 

Sample Ad Report:

 

Title: BadAd on homepage causing Google Chrome browser to crash

 

Reproducibility: Yes, consistent only on Google Chrome, does not appear on Firefox

 

Repro Steps:

1) Visit main page

2) View ‘Brincea’ ad on the right hand column.

 

Link address: http://googleads.g.doubleclick.net/pcs/click?xai=AKAOjst53vlmj-59oO9XJUSOKTeIzVMebBNC9yuXTXfqJbWF4n96odh_la9EG5fW_cecmGYqeCm10__skfjP6vjKRQtvFzrk8ysosKHSWNQ_XOBLgiv8f6f3iU-PoW_rBbD6U_N-NKt28fCSgQMttkJTI7eDp3sMhaIo2tNbGI91YEh1jZna9xsDggT7uy3PgElLmZYLGvk0rP8rMATpl_hE2Y2teCxHqNaXK5HxukO6NnggsN8BF9qtX0gH6aM0nHpWwxOCvHkY9P_96SwyhcHNRw&sig=Cg0ArKJSzFHOd0BuDb3x&adurl=http://www.brinsea.com/default.aspx&nm=3&nx=136&ny=76&mb=2

 

Delivery Diagnostics URL:

https://www.google.com/dfp/5441#inventory/diagnostics/gdfp_req=1&correlator=2824582798171470&output=json_html&callback=callbackProxy&impl=fif&eid=108809080%2C108809028&sc=0&sfv=1-0-4&iu=%2F5441%2Fhud.pets%2F_backyardchickens%2F_backyardchickens%2F%2Fhome%2FHOME_TOP_LEADERBOARD&sz=728x90&scp=loc%3Dtop%26pos%3Dtop_leaderboard%26ox728x90%3D210&cust_params=s0%3Dhud.pets%26s1%3D_backyardchickens%26s2%3Dhome%26page_url%3Dhttp%253A%252F%252Fwww.backyardchickens.com%252F%253Fgoogle_force_console%26src%3Dhuddler%26fromsearch%3Dtrue%26hudd%3Dhome_index%26loggedin%3Dtrue&cookie=ID%3Da1bd36d3c297e3fc%3AT%3D1464026999%3AS%3DALNI_MZrfeeijTibYPJ4zifrYlHHV927CA&lmt=1470435742&dt=1470435755797&cc=100&frm=20&biw=1468&bih=1270&oid=3&adx=626&ady=9&adk=3129138569&gut=v2&ifi=2&u_tz=-420&u_his=4&u_h=1440&u_w=2560&u_ah=1365&u_aw=2560&u_cd=24&u_nplug=5&u_nmime=7&u_sd=1&flash=22.0.0&url=http%3A%2F%2Fwww.backyardchickens.com%2F%3Fgoogle_force_console&dssz=49&icsg=1095216694016&mso=33554432&std=0&vrg=92&vrp=92&ga_vid=1306080024.1464026998&ga_sid=1470434925&ga_hid=1878622031&ga_fc=true&base_url=https%3A%2F%2Fsecurepubads.g.doubleclick.net%2Fgampad%2Fads

 

System info: Windows 7 x64, Chrome 51.0, Adblock Plus and Noscript (both allowed on site)

 

URL: www.backyardchickens.com

vWEUYdsL5BJR542QMhQGxweKUG4mrBdgSMhBLQf4FNegTaBFCo0WrJDRfiQn7J4gW5OZZpcvTa0GhM0J4uSRc8DWT9YPj4xENoeZ1c-8nPft3cmwpqHMhUqMlQ3ojm0hxOyDHfaU

 

What happens next?

Bad ads are reported directly to the Ad Operations team. The ad ops team then will then diagnose the report ad and take any necessary actions to block the ad from being displayed on the site. 

 

leUYTldVzJKMVXw7GB8RKwsbwAJAFXwYtZdE1U1NHrzlIE3zU_Mp3LKXZabioQZYS-Ooq-qiu0hJ3r5DnAJzpqQfe2SgODWslJ-ZeBUv-c_FKJcU2hULo5hJ3ZlL7IqcMrB0h5H1

Rob - Married to my wife Emily for 15 years and have two daughters, 12 and 9.  Home to five mixed hens
Nifty-Stuff.com | TheEasyGarden.com  | SufficientSelf.com | BackYardHerds.com
Upgrade to a Golden Feather Membership - Check Out BYC on Facebook

Having Technical Problems?  See our troubleshooting article here!

Reply

Rob - Married to my wife Emily for 15 years and have two daughters, 12 and 9.  Home to five mixed hens
Nifty-Stuff.com | TheEasyGarden.com  | SufficientSelf.com | BackYardHerds.com
Upgrade to a Golden Feather Membership - Check Out BYC on Facebook

Having Technical Problems?  See our troubleshooting article here!

Reply
post #2 of 4
Hi.this thread is OLD but, I'm having some issues.i have a Apple Ipad and all the Emocons are blue ?'s and I don't know why.if you need a screenshot, I can get one.
Rest In Peace, Nano.You Were Loved Greatly.Goodbye......
May you always have......Things that excite you
Goals that challenge you.Moments that move you.Beauty that amazes you.Days that inspire you.Discoveries that suprise you.
And may you know, that lots of people love you, belive up in you, and celebrate you~~Always.
Animals FIRST.Others SECOND.Yourself, LAST
Reply
Rest In Peace, Nano.You Were Loved Greatly.Goodbye......
May you always have......Things that excite you
Goals that challenge you.Moments that move you.Beauty that amazes you.Days that inspire you.Discoveries that suprise you.
And may you know, that lots of people love you, belive up in you, and celebrate you~~Always.
Animals FIRST.Others SECOND.Yourself, LAST
Reply
post #3 of 4
Quote:
Originally Posted by Cluckcluck1215 View Post

Hi.this thread is OLD but, I'm having some issues.i have a Apple Ipad and all the Emocons are blue ?'s and I don't know why.if you need a screenshot, I can get one.

It's not just you. I am getting the same on my iPad and on my desktop and laptop, I just get the symbols/letters.
post #4 of 4
Quote:
Originally Posted by DuckLady View Post

It's not just you. I am getting the same on my iPad and on my desktop and laptop, I just get the symbols/letters.
Ok.i saw Another thread that Sumi posted and she is having the same trouble.
Rest In Peace, Nano.You Were Loved Greatly.Goodbye......
May you always have......Things that excite you
Goals that challenge you.Moments that move you.Beauty that amazes you.Days that inspire you.Discoveries that suprise you.
And may you know, that lots of people love you, belive up in you, and celebrate you~~Always.
Animals FIRST.Others SECOND.Yourself, LAST
Reply
Rest In Peace, Nano.You Were Loved Greatly.Goodbye......
May you always have......Things that excite you
Goals that challenge you.Moments that move you.Beauty that amazes you.Days that inspire you.Discoveries that suprise you.
And may you know, that lots of people love you, belive up in you, and celebrate you~~Always.
Animals FIRST.Others SECOND.Yourself, LAST
Reply
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