It is our goal to have every bug report get a human response, but we have gotten a bit backlogged. We've hired some people (with Logitech's money :), and we're working our way up to the present. Please bear with us. However, as I describe below, if your goal is getting prompt and effective support, the bug database is not where you want to be.
As for the definition of a bug, I think it's like the Supreme Court's defition of obscenity. I know it when I see it. But seriously, a bug can be nearly any problem with our software or hardware. One persistent problem for QA, though, is that many users report bugs that turn out to be really support issues. We'll try and help, but especially if you want a prompt answer, you're almost always better off contacting [EMAIL PROTECTED] Their job is helping you fix *your* problems and they're really pretty good at it. QA's job is finding problems, making sure they're correctly documented with step-by-step instructions for how to reprodce, and assigned an initial priority. If a user files a bug that says 'I just downloaded 6.5.1 and it doesn't play any kind of music', you're probably going to get a response that says 'It works for me, can you give me more information?' whereas if you contact support, they will walk you through troubleshooting the problem on your system with the goal of making it work. It definitely happens that after contacting support, a problem will get filed as a bug. There's no problem with that. Fairly often, a bug turns out to be different than what the user reported. For example, a bug might be reported initially that some tracks aren't getting scanned but the 'real' bug might be that the installer didn't give some installed files the correct read/write/execute attributes. Sometimes we call the underlying bug the 'root cause'. Another thing that often happens is a bug will get marked as a 'Duplicate' of a bug that seems completely different. Usually this is because we happen to know that the bug in the underlying structure of Slimserver is causing both symptoms, and we're pretty confident that the 'fix' for the original bug will also fix yours. A lot of times our initial replies to bugs seem to be interpreted that we don't believe the bug report. I believe you! But it's a more effective bug fixing process if we are be able to reproduce it. The developer can watch it happen in detail, and formulate the exact best fix and QA can evaluate the fix to make sure it worked. I hope this answers some of your questions about bugs! -- ChrisOwens Christopher Owens QA Manager [EMAIL PROTECTED] (650) 210-9400 x717 ------------------------------------------------------------------------ ChrisOwens's Profile: http://forums.slimdevices.com/member.php?userid=4240 View this thread: http://forums.slimdevices.com/showthread.php?t=33033 _______________________________________________ discuss mailing list [email protected] http://lists.slimdevices.com/lists/listinfo/discuss
