How to post a Bug Report

:warning: Reports without the following information will NOT be investigated :warning:


Replies to bug reports must also follow these guidelines where possible. This means “Me too!” replies are not acceptable.

Basics

Your bug report must have:

  • An accurate title - Engineers should know what the bug is before opening the thread. Be specific!
  • A detailed description - Explain what you expect, and what happens instead.
  • Where it happens - Include links if it happens with specific places / users / groups / etc.
  • When it happens - Include the date and time (including timezone) when it started happening.
  • Videos and images - Include visuals to demonstrate the problem.
  • Reproduction instructions and files - See below
  • :exclamation: Required information - See below

See some examples.


Reproduction Steps

Provide step-by-step instructions that cause the bug to happen.
These steps must be:

  • Minimal - Simplify complicated steps or conditions as much as possible.
  • Specific - Steps must be clear and detailed. Don’t assume engineers know what you mean.
  • Consistent - Ideally, your steps reproduce the issue 100% of the time. Specifically mention how often your steps reproduce the bug (100% / 50% / Rarely?)

Reproduction Files

If your bug is with Studio or the Roblox engine, upload a very simple place file to your thread that can be used to reproduce the bug. This file should contain the bare minimum to cause the bug to happen.

Always include reproduction (repro) files for bugs that only happen with specific scripts / place setups / instances / etc!

If your repro file contains private content, you should DM it to the Logs / Crash Dumps / Other Bug Files group. Include a link to the DM in your thread. This link is only viewable by Roblox employees


:exclamation: Required Information :exclamation:

You must include this extra supporting information:

If your bug is happening on the website:

  • Make sure the bug still happens if you disable all of your browser extensions.

  • Include what browser version you are using.

If your bug only happens to a specific game / user / group / etc:

  • Make a repro file as simple as possible that causes the bug. Otherwise, include direct links to the affected game / user / group; engineers will not know what “my group” or “game-name” means.

If your bug is happening in Studio:

If you are crashing / freezing / disconnecting / having problems running Roblox or Studio:
(Review the difference between crashes, freezes, and disconnects, make sure you use the right word!)

If Roblox is lagging or running slowly:

If you have graphics problems or Roblox looks wrong:

519 Likes
Something's wrong with ROBLOX Player? [Discord overlay]
Closed, Thank you
How do I stop the server from kicking players trying to join
StarterGear not accessible from server
Camera stutters while interpolating at high velocities
Connection issues
Future Is Bright Can't Load Unions
About the Mobile Bugs category
Weird avatar bug
Can't run specific game ads
Text delayed when typed into script (macOS Sierra)
Roblox studio freezes when a certain place file is opened
Place saving bug
I can't play any games on my phone
Animation Editor 3.0
100% Datastore GetAsync Error 502
Roblox motor bugs
Chat creating a gap between messages?
Roblox Studio Crashing on Startup
Weird joining issue when creating servers from New Zealand
ROBLOXCRITICAL Wrongful Circular require errors?
Mesh not loading problem
About the Engine Bugs category
Cilent Crashing Bug or 'Screen Freezing'
Some places were reset; reverting impossible!
Annoying lighting bug
ROBLOXCRITICAL Data Persistence CURL Error: Couldn't Resolve Host Name
Official Rules of the Roblox Developer Forum
Cant Remove the Shared places
Studio FPS Dropping with Lua widgets open
Studio Crashes immediately after 100% of loading whenever a place or file is opened
Terrain starts tearing / stops rendering when modified
Getting lots of studio crashes - extremely difficult to develop
Can't edit games, randomly getting `Could not open the place "###" with exception: "Unable to open the place"`
Launcher freezes at 28% when opening a place
Studio Crashes When Opening Saved Place
Everyone's Head Is Headless
Enabling teamcreate deletes my game
Team Create takes three hours to load on new games
Animation Editor Broken
Leaderboards all of a sudden random order
Studio is crashing on startup
DataStore requests will constantly throw HTTP 429 errors, breaking my game
Centralized documentation for humanoid bugs
[HELP] Terrain Issue
Team Create Bugs. Post 'em Here!
Team Create Bugs. Post 'em Here!
Studio Move/Scale tools - poor performance
About the Website Bugs category
Pressing Play does absolutely nothing
Publishing not working
How do I move a UI using mouse?!?!?!?
How do I move a UI using mouse?!?!?!?
Bug Server on a game I develop on is "broken"
Studio CollisionFidelity broken while building/placing Meshparts
Objects become invisible while Part with a certain SpecialMesh is present
UIGridLayout AbsoluteContentSize Incorrect (With UIScale)
[Italian Translation] Official Rules of the Roblox Developer Forum - Regole Ufficiali del Roblox Developer Forum
How to report and debug a crash of Roblox Studio when playing a game
Known issue for Macbooks running macOS 10.12 (Sierra) and higher
Recently played games tab broken
Studio freezes when inserting
Message Router Service disconnected
Unachored Parts and models not falling down
Group Stores showing thousands of pages of seemingly random Catalog items
About the Xbox Bugs category
About the Studio Bugs category
About the Platform Feedback category
ContentProvider acting strange
Cannot Open Multiple Studios
How to stop studio randomly restarting?
Have to upload twice for Mesh to show
When I upload my Icon, it becomes black
Walking in straight lines impossible far from the origin
My cursor is having a seizure when I hover it on solo mode
ROBLOXCRITICAL Random crashing? (Destroying sounds after playing)
ROBLOX Sidebar glitches in Chrome
StarterCharacters no longer load shirts & pants
Leaderboards being broken
Animation Play Broken
Plugin settings are reset in Play Solo
Textures render through completely non-transparent bricks at certain camera angles
Cannot change group logo
Can't open places in studio
Studio Play Button in Ribbon Deleting Explorer Content
Handle Adornments have incorrect lighting with AlwaysOnTop
Client consumes my internet connection
Mouse will not lock
[Appears Fixed] Tools randomly disappearing
Player.Team doesn't replicate to new players when first connecting
Team Create/Unions
ROBLOX Studio disconnecting on server launch
The Flashy-Polygons Bug
Chat is still selectable in my game, when SetCoreGuiEnabled disabled it
Urgent kick message bug?
Set- & GetTeleportSetting doesn't persist across servers on the server
Suddenly z-fighting glitches?
Render Perform and Present functions are too intensive?
Studio deleting things from place
ROBLOXCRITICAL Roblox client crashes using TeleportService
Chatting System Bug: Flashes Randomly
I can't get past this new login security
Physics in my game doesn't work correctly anymore
Unions Aren't Loading
Particle Emitter Drag value ; Visual glitch
Animation playing old version(temp cache)
[ROBLOXCRITICAL.] Ordered data store GetAsync returning nil
Super laggy script editor on Mac - fixed
Union Transparency Bug
Unable to update
CustomPhysicalProperties Won't Work
Can't join places - Invalid JSON
November 14th Incident Report
[ROBLOXCRITICAL] Unable to join any game
Having issues with pathfinding on a game I am developing for
Announcing Three-Strike System of Moderation
Client-sided RemoteEvent memory leak
Cannot move character with certain avatar packages / animations
Studio not responding but not frozen - Mac OS X
Block-Corner with Decals has weird AA
Studio crashes when I try to open any place
Studio Crashes when taking a Screenshot via screenshot tool in Roblox Studio
Widespread Publishing Error Affecting Most Games
Opening new dev console freezes Roblox
Erroneous bloom, blur and glowing rendering artifacts in Studio
CSG shadow problem
Aiming and TeleportService
Microprofiler keeps popping up, even after closed
Mesh Name Moderation In-Studio
Panels sometimes vanish; reopening them causes glitchy behaviour
Can't use keyboard shortcuts while in test mode
Team Create Camera (Not Working)
Graphical Gore: "Friends" on home page [FIXED]
Can't edit R15 character's body color
'Start server' caused my 3rd crash in 10 min [Incl. crashlogs]
Random surge of xbox players every few days
Strange DataStore CURL error causing DataStore service to fail most, if not all, of the time across many games
Random Lag after recent ROBLOX client update
Instancing Rendering Bug with Neons
Neon texture not rendering
Disappearing Code
Cilent Crashing Bug or 'Screen Freezing'
[Minor] Game descriptions
[Urgent Update] Game parts flashing
Xbox players are losing jump controls and more in Jailbreak
Studio crashing whenever I put code in a specific place?
VIP Server Purchases go to the old owner of the game (and group) rather than group funds
Purchasing the same developer product calls 'ProcessReceipt' one more time each time it is purchased
My ships become very unstable with the PGS physics solver
Meshpart collisions are broken
Stopping a Play Solo session while one of a WeldConstraint's parts are parented to nil will crash studio
Xbox memory WAY worse than PC
Frequent Server Crashes caused by LoadCharacter Usage
AnimationTrack: Not playing client sided, but works fine on Studio
User erroneously double-charged for gamepass
Tools randomly being removed from player in studio test servers
[SERIOUS] Group gamepass page blank
S9 isn't rendering Roblox correctly
Can't edit universe?
Computer stats and FPS show up in top left of player gui
Terrain generation flat out doesn't work
HipHeight changing on characters with custom scaling?
Unable to open file, I think roblox corrupted my place file?
Cannot open new studio window from within studio
When will Studio save custom window layout?
No popup windows will open in some places
Bad alignment on dragging a set of parts
Constantly getting disconnected from Team Create
Recommended games show thumbnails instead of game icon
Some of NPC's parts aren't being animated
Studio Freezing while debugging
Opening Place Gives Error
Character + nearby geometry not being rendered
Studio Random Freeze Bug On Test
Circle looking like an oval on other screen sizes
Oversized emulator breaks studio UI
Series of Studio Game Settings bugs
Animation does not play on Local Client, from which the LocalScript plays the animation. It plays on all other clients, and on server
Delay in selecting objects in explorer with large script open
Undo is not restoring an object from instance:Destroy()
Names showing before button purchase
Is this a corrupted place?
Studio freezing when trying to debug
Incorrect “not in scope” in “My Watches” while debugging
Studio freezing when trying to debug
Game settings options screen can freeze/softlock studio
SpecialMesh Texture Not Rendering Correctly
Pressing dot on Numpad doesn't work for In-Game Chat
VR doesn't work at all occasionally
[Activated!] Sleeping Part Behavior Improvements
Studio Scripting Bugs
Verification might be broken
Insert Object menu is illegible
[SOLVED] Immense Lag on Roblox Studio and Player
My client is verry slow
Plugin Installed Tab Frozen
Unable to open group place
Error when trying to build on another place
UICorner [Live]
Cannot start test servers on Mac OS
Remote Servers / "Internet Connection" Error
Please remove this post
Can't upload or publish games
Packages getting Web Copy Error: Http fails
Play Solo cannot connect, cannot test games
Image assets fail to load
BillboardGUIs with LightingInfluence=0 are still influenced by lighting
I think my place is interrupted not sure
"Attachments must be parented to a PartInstance" error
Some developers cannot see the Robux per Visit graph under their game's Developer Stats
LocalScript replication is broken - game is unplayable
Roblox Game Crash Issue
Health fails to appear after disabling and enabling Topbar
Weird joining issue when creating servers from New Zealand
Studio Closing without an Error
Tickets currency back in the audit log section of group management
Lua Widgets make Script Editor Unusable due to Lag
Exploiters crashing server
How do I find the source of an error message?
BillboardGuis do not handle AnchorPoint correctly
Physics sleep still an issue
VR immediately crashes when you try to interact with any surface gui
Can't import meshes because Studio thinks I'm logged out (I'm not)
"Sleeper" physics issues
Script Editor in Roblox Studio not moving to next line
"Fit to window" leaves space unused under Device Emulation
Pasting an emoji in the script editor causes crash

Example Bug Reports

Click to expand

Studio Bugs: Studio crashes when resizing any 5x5x5 part

Roblox Studio will always crash when you try to resize a 5x5x5 size part using the resize tool, the properties widget, or command bar. Parts of any other size do not crash.

This happens only in Studio.
This started happening on December 20.

Repro

With Resize tool or Properties widget:

  • Create a part and set its size to 5,5,5 using the properties widget.
  • Select the part and choose the resize tool, or select the size field in the properties widget.
  • Try to resize the part, Studio will crash.

With script run from command bar:

local p = Instance.new("Part", workspace)
p.Size = Vector3.new(5,5,5)
p.Size = Vector3.new(10,10,10) -- Crashes

Both methods will crash 100% of the time.

Crash Dump

https://devforum.roblox.com/t/link-to-dm-to-studio-bug-files/######




Engine Bugs: Character spawns with green head in live games

When your character spawns in-game, your head will always be green.
This does not happen in Studio, it only happens in a real game.

This started happening today.
As far as I can tell, this happens 100% of the time with both R6 and R15 characters.

Repro




Engine Bugs: Glass material renders completely black

In-game and in Studio the glass material renders completely black.

This happens 100% of the time for me, but other people I’ve asked don’t have this problem.
This has been happening since I got my new GPU on December 20.

Specs

OS: Windows 10 Home
GPU: NVIDIA GeForce GTX 1070

This is what a default part inserted in Studio and changed to the glass material looks like for me.

image




Engine Bugs: Lag when creating ParticleEmitters

Sometimes when a ParticleEmitter is created by either the server or the client, Roblox will have a brief lag spike. Parenting the ParticleEmitter is not required, simply creating it with a script will cause the problem.

This started happening today.
This happens in-game, and in Studio about 50% of the time a ParticleEmitter is created.
This only happens with ParticleEmitters.

Repro

  • Run the below code.
  • Roblox will freeze briefly about 50% of the time after “Creating” is printed.
while wait(1) do
	print("Creating")
	local p = Instance.new("ParticleEmitter")
	print("Created")
end

ParticleEmitterLagExample.rbxl (17.2 KB)

Demonstration

If you look closely, you can see Roblox freezing briefly.

https://gfycat.com/InsignificantPolishedAsiantrumpetfish

Microprofiler Dump

You can clearly see one of the lag spikes in this dump.
microprofile-20191220-022927.html (1.1 MB)



104 Likes

How to Find Log Files


NOTE:

  • :warning: These log files may contain sensitive information, so it’s important they’re NOT posted publicly, send them to Logs / Crash Dumps / Other Bug Files.

  • It is important you identify the correct log files! Make sure you are sorting by last modified or finding the most recent logs by timestamp.


Roblox / Studio successfully opens

Windows
  • Go to %localappdata%/Roblox/logs.
  • Sort the directory you opened by Last Modified.
  • Take the latest log_xxxxx_x.txt file.

Mac
  • Go to ~Library/Logs/Roblox.
  • Library can be found under Go > Library (you may need to hold down Option if it isn’t there).
  • Sort the directory you opened by Last Modified.
  • Take the latest log_xxxxx_x.txt file.

Roblox / Studio does not open properly

Include the logs from the above section if they exist.

Windows
  • Go to %localappdata%\Temp and sort the folder by Last Modified
  • Take the latest two RBX-xxxxxxxx.log files

Mac
  • Go to ~Library/Logs/Roblox and sort the folder by Last Modified
  • Library can be found under Go > Library (you may need to hold down Option if it isn’t there).
  • Take the latest bootstrapper_xxxxxx_x.txt file.

If the issue is freezing, loading forever, or similar, wait a few minutes before following these instructions to copy the log files so that there is enough time for long operations to get logged.


DM the log files to the Logs / Crash Dumps / Other Bug Files group. Include a link to the DM in your thread. This link is only viewable by Roblox employees.

81 Likes

How to Get Dump Files


NOTE:


How to find dumps automatically generated on crash

Crashes are when you get a crash dialog/popup or the program closes on its own. If you get a white screen / spinning beachball cursor, this is NOT a crash! See the freezes/hangs section below.

Windows
  • Go to %localappdata%/Roblox/logs and sort the folder by Last Modified.
  • Take the first .DMP file (if you don’t see one, it may be in /archive).

Mac
  • Open the terminal and run open $TMPDIR
  • Sort the folder by Last Modified.
  • Take the first .DMP file.

How to generate dump files for freezes/hangs

If your problem is with Studio, FIRST, make sure all plugins are disabled from File > Advanced > Manage Plugins to verify the cause is Studio. Include in your bug report that you tested with all plugins disabled.

Windows
  • Open the Task Manager with Ctrl+Shift+Escape.
  • Find RobloxStudio in either the Details (Windows 10) or Processes tab.
  • Right click and select “Create dump file”.
  • Take the .DMP file shown in the resulting popup dialog.

Mac
  • Open the Activity Monitor from within Applications > Utilities.
  • Select Roblox / Roblox Studio.
  • Click the action menu in the toolbar (Gear Dropdown) > Sample Process.
  • Take the .txt file saved in the proceeding dialog.

Generate 3 or more dump files like this, each a few minutes apart.


Once you have the dumps/samples from either of the above steps, they are too large to share on the forum. You will need to upload them to a file hosting service (e.g. Google Drive, Dropbox). Zipping and compressing these first will often make them a manageable size.

DM the dump files to the Logs / Crash Dumps / Other Bug Files group. Include a link to the DM in your thread. This link is only viewable by Roblox employees.

70 Likes

How to Get Microprofiler Dumps


If Roblox or Studio is stuttering or running slowly, but not completely frozen, you can provide a microprofiler dump to help engineers find the problem.

  • Open the microprofiler with Ctrl+F6.
  • Once the stuttering / slowness happens, press Ctrl+P to pause the microprofiler.
  • From the top menu bar, click Dump > 32 frames.
  • On Windows, go to %USERPROFILE%.
    • Server profiles will be in %localappdata%\Roblox\logs
  • On Mac, go to Go > Home.
  • Sort the folder by Last Modified.
  • Find the latest microprofile-yyyymmdd-xxxxxx.html file.
  • Open the file in your browser and make sure that it captured the performance problem (there should be a spike near the right side of the timeline at the top).

You can directly upload this HTML file to your bug report.

68 Likes

Providing System Information


Minimal Information

This information is usually enough for a bug report unless asked for by an engineer.

If you’re on Mac, engineers prefer if you follow the steps below, even if you already know your system information. If you’re on Windows and know your system information, you can just include your OS, CPU & GPU models, and RAM amount in your bug report (otherwise, follow the steps below).

Mac
  • Click the Apple icon in the top left of the screen and select About This Mac.
  • Include a screenshot of the dialog that appears.

Windows 10
  • Open Task Manager with Ctrl + Shift + Escape.
  • Go to the Performance tab.
  • Click the CPU, Memory, and GPU tabs and include the information in the top-right in your bug report.
    • e.g. Intel® … @ 3.0 GHz, 16 GB, NVIDIA GeForce GTX 970

Older versions of Windows
  • Type dxdiag in the start menu (or in the Run dialog) and press enter.
  • If a popup appears about “digitally signed drivers”, click “Yes”.
  • Include the values from Operating System, Processor, and Memory on the System page, and the Name from the Display 1 page in your bug report.

Advanced Information

Engineers will ask you for this information if needed.

Mac
  • Click the Apple icon in the top left of the screen and select About This Mac.
  • Include a screenshot of the dialog that appears.
  • Click System Report....
  • Click File > Save.
  • :warning: This full system report contains sensitive information, so it’s important it’s NOT posted publicly.

Windows
  • Type dxdiag in the start menu (or in the Run dialog) and press enter.
  • If a popup appears about “digitally signed drivers”, click “Yes”.
  • Click “Save All Information” and upload the generated DxDiag.txt file to your bug report thread.
63 Likes

Helping Correlate Backend Logs


If there is a problem on the backend / server (Roblox’s side), engineers will need to investigate their own logs. To find them (since they have too many to look through manually), they need:

  • The user ID of the account you were using when you had the issue.
  • The place ID / game ID of the game you were using when you had the issue.
  • If the issue is in Team Create, does it happen in a live game as well?
  • The date and time (including timezone) you had the issue. Be as precise as possible.
  • Your log files.
  • As much information that was shown to you as possible.
    • e.g. screenshots of errors and popups, HTTP status codes displayed in the UI, log files, etc.
85 Likes

What is the difference between crashes / hangs / disconnects?


It’s important to know which kind of bug you are reporting in order to be able to provide the right information in the bug report.


Crashes

The entire application closes unexpectedly, usually with a dialog like
image

If the entire application doesn’t close (e.g. it just goes back to the start page) or an “Updating Roblox…” dialog appears shortly after, then it isn’t a crash. When a crash occurs, please include the crash dump and log files.


Freezes / Hangs

The application stops responding and is unable to be used, but is still open. On Mac, you will generally get the infinite spinning beachball cursor, while on Windows, the application will usually be marked with “(Not Responding)” and become slightly whiter like

image

Please include manually generated dumps for freezes / hangs.


Disconnects

The current session to the open place disconnects, but the application can otherwise be interacted with. In the game client, you will get a dialog like
image

while in Studio it will look like
image

Please include information to help us correlate backend logs for disconnects.

103 Likes