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  • "Aqualink" started this thread

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Wednesday, October 28th 2015, 9:43pm

Reporting Server Problems more efficiently. Help us help you!

Too often we receive forum posts about our servers having issues from our helpful community members. This type of feedback is great!

We play the game too, but sometimes we may not be in game or not on that server, so your reports are indeed helpful. We accept reports of issues via three mediums, but one of them is preferred and one of them you should tend to avoid:

* Forum - This is the preferred method. This way we can post updates and track the progress for all the community to see. This offers transparency and lets everyone know that the problem is being handled and/or has even been addressed or reported.
* Ticket Support - You can always file a ticket with support to let us know of problems. This is the least preferred method. While still accepted, it doesn't give us a way to inform the entire community, and we as GM's are not in the ticket system 24/7, so we may not see it for an hour or two, maybe more depending.
* IRC - this is in the middle of the "preferred methods". Most of us GM's...if we're at our PC's, we're in IRC, either reading the public channel or actively chatting in it, so one of us can respond rather quickly.

If you're reporting a server issue, it is incredibly helpful to note what problems you're facing so that we can make the correct diagnosis and provide the quickest solution and the most detailed report to the System Administrators. Be sure to include information in your report such as:

* Your server
* The problem you're facing
* If you're getting "Zone is not open!" errors, what zone are you in and what zone are you trying to get to? Any other reports on the server of this issue? What zones are others reporting as "not open"?

Being more verbose helps us solve the issue quicker and more thoroughly. If a zone is not open, its fairly typical that the zones immediately surrounding it are not open either. It's helpful to know this information so we can have the Sysadmin repair all the issues at once, instead of going back to them two or three times to fix all the issues.


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Runes of Magic US Team Manager
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