topic Re: Does Graphisoft ever actually respond to bug reports? in Modeling

Does Graphisoft ever actually respond to bug reports?

Paul King — Sun, 16 Sep 2007 09:39:17 GMT

Has anyone EVER been contacted by Graphisoft in response to a bug report automatically submitted after a crash?

I haven't - and the complete lack of feedback makes me think I am wasting my time typing those descriptions of what I was doing just before crash.

Can someone from Graphisoft please describe honestly just how often these reports are analysed, and just how often they prompt a bug fix?

Re: Does Graphisoft ever actually respond to bug reports?

TomWaltz — Sun, 16 Sep 2007 13:36:16 GMT

I've never been contacted about a Bug Reporter crash report, but I've had more discussions with GS about bugs than I can begin to describe.

I think someone there told me that they go into a database that looks for patterns in crash causes, but I could have imagined that.

Re: Does Graphisoft ever actually respond to bug reports?

PatriciaLe_o — Sun, 16 Sep 2007 21:05:35 GMT

After I read this http://archicad-talk.graphisoft.com/viewtopic.php?t=17600&postdays=0&postorder=asc&&start=16 I started sending the bug number to my reseller. And he gets answers form GS and tells me about it...

Re: Does Graphisoft ever actually respond to bug reports?

__archiben — Mon, 17 Sep 2007 01:14:38 GMT

Paul wrote:
... and the complete lack of feedback makes me think I am wasting my time typing those descriptions of what I was doing just before crash.

you're not. keep sending them. from some of the posts made here by GS tech-support you can surmise that the bug fixing priorities are even defined by how many particular reports they get of certain types of bugs/crashes/etc...

but i do agree that the bug-reporting process could be far more transparent. it's almost as if they are embarrassed by the fact that there are bugs in the app and try to hide that away from the end-user. or maybe they are afraid of acknowledging culpability and could find themselves at the end of a class-action lawsuit? ( )

whatever the case, keep on sending them . . .

~/archiben

Re: Does Graphisoft ever actually respond to bug reports?

Thomas Holm — Mon, 17 Sep 2007 08:12:38 GMT

I've been contacted, both regarding Bug reporter sent bugs, and regarding bug reports I've sent through the reseller.

I would guess that this was because they needed more info. If they don't think they do, they don't contact. I would guess that they think the polite acknowledgement you get after the bug reporter report should be enough. And in case they got it through the reseller, the polite acknowledgement should be up to him.

I'm happy as long as they give priority to fixing the bugs.

I do agree: Keep on sending the reports! Even if they've got some report before, the more reports on one issue, the more likely it is that they give it priority!

Re: Does Graphisoft ever actually respond to bug reports?

Stress Co_ — Wed, 19 Sep 2007 04:23:43 GMT

Paul wrote:
Has anyone EVER been contacted by Graphisoft in response to a bug report automatically submitted after a crash?

Not me, BUT I've been contacted by GS reguarding a bug posted in this forum

Re: Does Graphisoft ever actually respond to bug reports?

Greg Kmethy — Thu, 27 Sep 2007 15:24:46 GMT

Paul wrote:
Has anyone EVER been contacted by Graphisoft in response to a bug report automatically submitted after a crash?

Please consider that bug reports sent to Graphisoft via the automatic bug reporter do NOT contain any personal contact information (unless you voluntarily type any, we can't collect private data from your computer) therefore we are unable to contact you.

Collected crash reports are categorized, and the most frequent crash categories get a higher priority in bugfixing. (old Pareto-rule applies here too: 20 percent of all bugs cause 80 percent of all occurrences).

If you want to learn more about the a crash you have submitted, you need to contact your local reseller with the ID of the bug report. You don't need to take notes when ArchiCAD crashes: Bug IDs are stored in the CrashSubmissionLog.txt file which sits in Documents and Settings\username\Graphisoft or Users/Username/Library/Logs Just send this small text file to your reseller, demanding Graphisoft's explanation of the crash. Your reselle will forward it to HQ for analyzing. We might not be able to tell exactly the reason of the crash, but we might be able to give you hints.

If you can repeat a crash, it is a great help for us if you send the project file with descriptions to your reseller. In either case, it is huge help if you include notes with the crash report. But if you don't have the time, it is still valuable if you send in the report.

I'll look after that the next ArchiCAD's bug reporter will have a more descriptive screen that tells about the bug collecting policy

Greg