Thanks for this thread.. I will add a little insight for those wondering.. I am one of several staff members handling the reports from, you the customer and we do have some method to our madness. So, how reports of issues dealt with?

The method is the same as with all the companies I have worked with doing Alpha, Beta, and Bug Hunts (that is my term for those issues that crop up after the release), so there is nothing earth shattering

Customer reports of issues. We get specific details and then try to duplicate. Currently, I have 12 Systems at my disposal for testing reports of issues. I try to first duplicate it on three main machines on the PC side and one on the MAC side. If I can, I then try to duplicate it on the opposite platform (to see if it Platform specific) I then file the steps to duplicate as a bug report.

If I can not, I then try to match closer to the system details (OS version, System Details, Install Locations, etc....)

If you report an issue and you get a one or two line response, thanking you for reporting the issue, it means it already has been filed and the cause determined (which means it has been duplicated, discovered the cause, and they are working on a solution.)

If you get a request asking for more details, it means either we want to verify your issue matches one that has been filed as a bug report or it is a reported issue, but the cause has not been determined.  (or you are already working with Support and patiently verifying checks, details, etc... Thank you!) In both of the latter cases it means we have not duplicated the issue.

Important... If you get a request for trying some steps, it means there are several levels of the issue and we need to verify what issue you have.. The Blank Library in Poser is a great example of this...Most are resolved with updating their System and verifying a few details. So try those tips.. those tips come from the feedback from users and our own testing, in trying to reproduce the issue. Those that this does not resolve the issue, there seems to be multiple levels of the issue being reported. One is permission issue. These are those that can view it in their IE Browser or in Firefox, but not IE. The others, can not see anything in either browser or the program after doing all the updates. All of these we still try to duplicate. I am hoping that we will figure out the permission issue soon.

At this time I am working on trying to break it on one system... with little luck I will add.. I did succeed in hosing my Network connection.

I want to add, just because something does not work on your system, does not make it a bug. Just because we can not duplicate it, does not make it NOTa bug. All of these issues need to be reported. Many issues are settings and the Support Staff (as well as some members of the forums) can help you resolve. Do not assume if you run into an issue, that it is known or that it is not addressible at this time. Most contacts to support can resolve issues with installing updates or missing files from their system.

If you are using a Download of Poser and you get an invalid File error or some other error during installation.. the file is corrupted, you need to redownload (contact Support for some tips) and reinstall. There is nothing wrong with the files on the Servers.

If there is a conflict with another program or setting, that also is not a bug, but we still need to know, so if you encounter an issue that is other than an error during installation or missing updates, and you resolve it, please let us know that as well.

ratscloset
aka John