The Big Bug Reporting Update

Hooksmith · July 16, 2024, 1:21pm

The Bug-Support inbox has little to do with replies to bug reports that have been approved for the bug reports category.

We have a team that triages issues and assigns them to engineering teams internally and those engineering teams are responsible for handling and responding to your bug reports based on their capacity.

yourfavoritenoob_acc · July 16, 2024, 1:55pm

Thank you for your reply.

I feel like nothing is happening in the background, and I still think that nothing is being done. I have been unable to play Roblox correctly for two months due to this recurring bug. I have tried to be as helpful as possible by providing every error message so the engineer assigned to my issue doesn’t struggle with finding additional details.

This problem doesn’t occur rarely; it happens with every BETA update. According to Apple, companies can update their applications before these updates are even released. It seems Roblox is struggling to keep up with these updates, as the application breaks every time one is released. (It doesn’t open at all, it gives up on launch)

It would be great to have regular follow-ups (whether automated or manual) to help me realize that my bug is still being reviewed internally. At the moment, I feel little to no connection with this group.

Example of how Bug Requests can be handled:

ClickUp is a great example of how to manage connections between users and engineering teams. When I filed a bug report, they responded within one day.

Once my ticket was sent to the correct team, I was assigned an engineer who was incredibly sweet, patient, and helpful. He guided me through each step to address my bug report.

The fix took only three days, and the engineer was very understanding of any struggles I had during the process. I believe the same approach can be applied at Roblox with more automations and connections between customers and engineers.

The process was the following:

Automations actively giving me reminders that my ticket is still being reviewed
I get notified that my ticket will be handled by an engineer.
The engineer works closely with me to troubleshoot the issue.
The engineer sends me a workaround to go around the issue & notifies me that the fix is now in progress.

I’ve spent $639 - 2000$ switching laptops every year, thinking it was a hardware issue, but it’s shocking to realize that it’s actually Roblox struggling to address these bug reports.

yourfavoritenoob_acc · July 16, 2024, 2:09pm

For more context, I have been using Windows for a long time and loved the system. Recently, I switched to macOS Sonoma due to the recurring problems Roblox kept having on my Windows devices (even at Windows 11).

Despite having a new laptop and completely different software, little to nothing has changed regarding these bugs. It is pretty sad to see them starting to happen again.

Hooksmith · July 16, 2024, 3:05pm

Just to clarify, your bug report has not yet been approved for the bug report category, it’s still in the Bug-Support inbox. (your previously reply was worded in a way that made me think your bug report had already been approved)

No engineer has seen your bug report yet since it’s not been approved for the category yet.

I’ll check why your message was not responded to or approved yet. We’ll follow up privately on your private message with Bug-Support later.

yourfavoritenoob_acc · July 16, 2024, 3:09pm

Thank you for the reply. I accept that I could have worded my previous message better, so I have edited it for clarity.

No, my bug report was not approved. Since then, I have let it sit without any updates, as I was met with the sound of crickets.

(At least the crickets and I get along pretty well! We’ve become friends.)

Proven_Right · July 16, 2024, 3:32pm

From reading your post, it seems you’re interested in improving communication with the bug reporting process. Feel free to post your perspective and ideas on this request. I think doing this will help keep the feedback on this subject together and get your suggestions addressed. I plan to request an update on this soon.

Hooksmith · July 18, 2024, 8:25am

Hey folks let’s keep replies on this announcement on-topic with questions/concerns about bug report accessibility. You can convert these questions into DMs.

WillyEdison · July 24, 2024, 5:11pm

On the topic of bug report accessibility, I have a significant bug to report that will help both my development team and Roblox, but I cannot post it or join #bug-reports. It seems to be a problem with a built-in Roblox feature I cannot script around. Should I DM the bug report to someone in the meantime?

Thank you for any help!

bvetterdays · July 24, 2024, 5:30pm

You can DM it to me and I’ll post it on your behalf, but you can also DM @Bug-Support (preferred) and the team will send it off for you.

bvetterdays · July 24, 2024, 5:37pm

Wanted to make a post here to ask what the deal is with private PMs attached to bug reports and engineers’ visbility of them. I’ve noticed throughout months of viewing reports from others, that when there’s a PM attached to an issue, engineers assigned to the issue always happen to ask for the OP to send them the content of the PM in their DMs.

I don’t think this should be the case as engineers are supposed to be able to view these private messages themselves and I feel as if them being restricted from doing so can hold up the resolution of some bugs or possibly make it less likely to be fixed due to the lack of info provided in the public post (?). Whenever I file a report with a PM attached I always put a note for engineers saying to let me know if they need the private content sent to them, but this is a hassle and I don’t think it should be this way.

Thanks in advance for any insight you guys can provide on this.

Hooksmith · July 24, 2024, 5:42pm

Please do not post bug reports on other people’s behalf, it technically also breaks forum rules and additionally it makes it harder for us to resolve the issue if the poster is not the person who is having the issue.

Bug reports posted on behalf of others will be taken down. You can direct people to Bug-Support.

bvetterdays · July 24, 2024, 5:45pm

Wasn’t aware - this makes sense, thanks a lot & my apologies

Bestspyboy · August 8, 2024, 8:15pm

hey, can you confirm if you are still recommended to message @Bug-Support if you don’t have access to the Bug Reports channel?

there’s conflicting advice out there, some things say that the group will be shut down soon and other messages tell you to message them.

(also would Bug-Support be the preferred method anyway for a private report about a minor bug that is already being exploited on the platform? other than hackerone, this is not a security issue)

GamEditoPro · August 8, 2024, 8:20pm

Must say that with big delay, my bug reports got accepted from @Bug-Support, so yes, it still works, but slooooooooooooow.

Bestspyboy · August 8, 2024, 8:22pm

nice, will message them. would be good to know the preferred method however :‎)

bvetterdays · August 9, 2024, 5:20am

What does the bug you wish to report involve? You used the term “exploited” which implies it’s a vulnerability, but you also said it’s not a security issue

Bestspyboy · August 10, 2024, 7:51pm

it’s a byproduct of a system that can be abused to impersonate people. i didn’t think it was within scope for hackerone and didn’t want to risk a closed report

Ketasaja · August 14, 2024, 2:25am

@Hooksmith One of my Bug Support messages was approved in 2 days, the other hasn’t been approved for 21 days. Is that to be expected?

On another topic

From testing, valid but rejected characters include %, ~, |, {, }, and `.

I encountered this when my ClickHouse password included a ~.
game:GetService("HttpService"):RequestAsync({
	Url = "https://roblox.com",
	Method = "GET",
	Headers = {
		Authorization = "~"
	}
})
Header "Authorization" has unallowed character "~" in value "~"

ZeroCentigrade · August 28, 2024, 2:52pm

I’ve sent my request to join the group in February, but it’s been several months already. I need to urgently get accepted.

HelpSupport01 · September 5, 2024, 1:23am

You can still message @Bug-Support btw, they’re still open for messages until Roblox can get a team to actively look through applications for @AllowBugReports