These classes are based on our official Firestorm release and are conducted in text except when otherwise noted. There's no need to talk, but you may want to be able to hear. We also usually have help available to answer questions in text. This schedule is subject to change.

Note that it is best if you are on Firestorm for the classes.

Locations are indicated in the far right column as follows:

• FS: Firestorm Support region classroom, * Firestorm Classroom

Class times and days change regularly. Classes may be held any day of the week, with start times from 8 am to 7 pm SLT. Nonetheless, if the class times are still inconvenient you may prefer to watch recorded versions of some of these classes on YouTube.

Unscheduled classes may also be held on an impromptu basis. If this happens, a notice will be sent in Firestorm Support English. secondlife:///app/group/3a1be8d4-01f3-bc1a-2703-442f0cc8f2dd/about

*All times SLT*

This is a collection of error messages seen in SL. Some are system messages; some are viewer-generated. The list is by no means complete.

If you get an error message that is not on this page, please:

• Report it in Firestorm Support English (in-world support group)
• Or File a Jira alerting us to it (please provide the complete, exact wording of the message; a screenshot is also helpful).
• If you found a solution or explanation, please let us know that too.

Thanks!

Please note that Marketplace has nothing to do with the viewer. These messages are noted simply for convenience.

Several creators recommend specific settings in order for you to be able to better see their products. Sadly, some of these recommendations will lead to many people crashing more. For example, go to the top menu, Advanced → Debug Settings (press Ctrl-Alt-D to enable Advanced, if it isn't):

• RenderVolumeLODFactor should never be set over 4; a good value is between 2 and 3.
• TextureLoadFullRes should never be enabled (in other words, it should be set to FALSE).

If you are advised to raise LOD above 4, please disregard that advice.

Similarly, there is a notecard going round which suggests settings to prevent graphics crashes. Sadly, those settings can often result in perfectly ordinary content refusing to render. So if you have changed debug settings per such a notecard, revert them.

For both the cases above, should you not remember what settings you changed, then proceed as follows:

1. Back up your settings as explained here.
2. Then wipe settings by following the instructions on this page.
3. Log back in and see if this fixes your problem. If it does, you can try a restore and see if the issue returns.
4. If the problem does return, wipe settings again and set them from scratch.

If you are getting the error in the title, then please refer to this page, this page or this page for those using Intel graphics for possible solutions.

With thanks to Skua Sarrasine for having found the first of these.

Symptom:“This is a bug thats only experienced with Firestorm running. Basically, at seemingly random, but very infrequent times, my dual screens will bug out, producing two displays of solid colour, randomly. Sometimes Windows will return saying it recovered from an error code 7 or 3.”

Some research turned up this for error code 7; it suggests setting physX to CPU. And that seems to have solved the issue.

Note also the (apparent) interaction with Chrome.

This is a known issue with Windows 7, 8.1, and 10 with a 64-bit operating system; it affects other programs in addition to Second Life viewers.

Please try the following - but NOT while logged in.

• Go to the Start button
• Type services.msc and then press enter.
• Wait until the services window pops up.
• You may have to expand the window a bit to see the services.
• Look for DesktopWindowManager.
  • If it is running, right click it and select Stop. Wait until it stops.
  • You will probably see your desktop transparency window borders go flat. No worries.
• Right click again and select Properties.
  • In the Startup type, select Manual. Click OK.

• Open the Task Manager, by one of the following methods…
  1. Right click the task bar and choose Task Manager.
  2. Click the Start button and type Task Manager, then click on the result.
  3. Press Ctrl+Alt+Del and choose Task Manager from the list.
  4. Press Ctrl+Shift+Esc.
• Click More Details link at the bottom if needed
• Look at the several column headers, they will show a percentage of use. Memory or Disk may show a high percentage when Firestorm is not responding.
• Click on one of the high-percentage column headers to sort the processes. The top one is likely the cause. If it's your antivirus, make sure you have whitelisted Firestorm and its cache (refer to this page for whitelisting guidance).

If you find the Firestorm seems to freeze up every so often, then try these things, one at a time, testing after each one:

• Viewer freezes while “Loading world…“– If you have Intel HD 620 or Intel HD 630, and Windows 10 – This is an Intel driver issue. The fix is to roll back to driver 24.20.100.6025. Download Legacy Intel® Graphics Driver for Windows® 10 Version: 24.20.100.6025 (Ref. BUG-225655.)
• If you have chat saving enabled, and have a large number of chat transcript files, these could be causing the freezes. (Ref. FIRE-11322.) Try moving your chat transcripts elsewhere and see if the freezing stops.
  You can find your chat transcripts by going to Preferences→ Network & Files -> Directories→ Conversation logs and transcripts location; click the Open button.
• Set Preferences → Network & Files → Directories → Cache Size to maximum (9984MB or the maximum space available, whichever is less)
• Ensure that your antivirus software is not scanning the viewer cache folder. See Whitelisting the Viewer in Anti Virus Software for more information.
• If you have ever enabled “Full Res Textures”, disable this setting. Top menu bar, Develop→ Rendering → Full Res Textures (dangerous). Ensure that this is NOT checked. (Ctrl-Alt-Q to enable Develop, if it isn't.)
• Advanced → Debug Settings → Set FastCacheFetchEnabled to FALSE - then relog.
  Ctrl-Alt-D to enable Advanced, if it isn't.
• Preferences → Graphics → Hardware Settings → Viewer Texture Memory Buffer - raise this as high as it will go. Then relog. (64-bit version only)
• Mac with Bitdefender: Refer to this SL bug report for a possible explanation: mac freezes if tabbing away after teleport since macOS Mojave 10.14.3
• Tip from a user: Windows users: If you're running CrashPlan, open the “Advanced” section of “Backup” settings and uncheck “Back up open files.”
• Tip from a user: Windows users: If you have “Magic Control Technology Display Utility” (MCTDUtil.exe), disable it. See https://www.file.net/process/mctdutil.exe.html.
• Tip from a user: Linux users: Turn off compositing, see if it helps.
• Freezes when another avatar enters/leaves region: This is an old bug, mostly gone now, that was sometimes solved by a region restart. We don't know if that will still help the problem, but you could try it.

For additional suggestions, see the page on Severe Lag.

This window allows you to monitor how many avatars are present in regions of your chosing.

To add to the list of regions to be monitored, open World Map, use it to find the region of interest, and then click on Track Region. From this point, the viewer will keep track of avatar counts on each region you added.

Open the tracker via the top menu, World → Region Tracker. A window is opened, like the one shown here. The window lists:

• the label you assigned to the region when you added it;
• the maturity ratign of the region
• the name of the region
• the current number of avatars on it.

Click the circular arrow to force a refresh of the avatar counts. The trashcan icon will remove the currently selected region from the tracker, while the last icon will display the selected region in the world map.

If the text for a region is red, that indicates that the region is offline.

Error message:

“Script trying to trigger animation but PERMISSION_TRIGGER_ANIMATION permission not set.”

This error message means that an object of yours is trying to animate you but is unable to. This happens most commonly when you have rezzed an item in-world (perhaps accidentally) that is meant to be worn. However, the object may be either worn or rezzed in-world.

Sometimes, a script needs to ask your permission even if it's worn. Some people miss this. Look in your notifications (the envelope icon), System tab, find the message and open it, and click Accept.

The name of the item will be showing in the script error window.

If you are not sure whether the item is worn or rezzed,

• Look in Inventory → Current Outfit folder for the item. If it is there, detach it. The error message should stop. If you get this error every time you wear the item, contact the maker of the item for assistance.
• If the item is not worn, find the item and take it or delete it. If you have trouble finding it, use Area Search or Build menu → Pathfinding → Region Objects to help locate it.

Some anti-virus programs (and firewalls and anti-malware programs) will incorrectly flag a viewer - or necessary components of a viewer - as a virus or threat. They may remove the suspected part completely, rendering all or part of the viewer slow or non-functional. There is at least one anti-virus program which will scan every file placed on your computer, even if created by an authorized program. This can affect Firestorm (or any viewer) in that it will scan each and every texture placed in cache, slowing down performance of the viewer significantly, keeping objects and/or textures from rezzing, and keeping CPU usage high.

There is nothing we can do about this. However, it should be possible for you to tell your anti-virus (firewalls/anti-malware) that the viewer is safe; you will need to whitelist the viewer program as well as some components.

The following is a list of some protection software and how to whitelist. Naturally we cannot provide instructions for all existing programs, and the information here may be outdated. Therefore, it is strongly recommended that you consult the software manual for the specific program you use, for accurate and up to date information.

In the instructions below, substitute “firewall” or “anti-malware program” for “anti-virus” as needed.

Here are the steps to follow to reinstall and whitelist a viewer in such as way that the anti-virus program doesn't “mangle” the viewer yet again:

1. Uninstall the viewer normally.
2. Disable the anti-virus software completely
3. REBOOT your computer to make sure that the AV is not running anymore.
4. Reinstall the viewer.
   • On Windows, make sure you do not install it back to the default folder suggested; INSTALL TO A NEW FOLDER. This step is vital.
   • On Mac, simply reinstall to your Application folder as usual.
5. In your anti-virus program, whitelist the following, per the instructions below (or better, consult the manual for your anti-virus software):
   • Windows: the viewer install folder
     • inside this, the viewer itself (firestorm.exe), slplugin.exe, slvoice.exe and
     • dullahan_host.exe (inside llplugin folder)
   • Mac: the Firestorm application (normally in your Applications folder)
   • the viewer cache folder
     • In its default location, the folder is hidden on most OSs. To find it, you will need to show hidden folders. Now you need to locate the cache folder:
       • Windows Vista/7/8/10: C:\Users\[USERNAME]\AppData\Local\Firestorm
       • Windows Vista/7/8/10: C:\Users\[USERNAME]\AppData\Local\Firestorm_x64
       • Mac: /Users/[USERNAME]/Library/Caches/Firestorm
6. REBOOT your computer at this time.
7. Run the viewer to ensure that it is working correctly; do a test of search and voice to ensure that both work, checking that the respective plugins get loaded. LOG OUT of the viewer.
8. Re-enable your anti-virus software and run the viewer again, repeating the tests above.

• Cat Herder:Jessica Lyon
• Manager:Miro Collas
• HR Manager (FSG Helpers):Dorrie Bellman
• Land Manager:Flossy Andrew
• Assistant Managers:Coral Sharpshire, Kio Feila
• RolePlay and Scifi Portal manager:Teresa Firelight

• Abinathra
• akafox
• Alexegram
• Angela Kwak (Dutch)
• Avalon Bouvier
• ChuckPC
• Fayleen Bellios
• FrankASinatra
• Grey Levasseur
• ImaLuckygirl
• Jolie Serendipity
• Khasumi
• Kitty Beery (Dutch)
• LegitBonzai (Dutch)
• Liliana Darwinian (Portuguese)
• LosAngelesGraff
• MacMaccee (German)
• maiyasaeria
• MarcSeven Lubitsch
• meady212
• PassionateAviator
• Pim Peccable
• Sparkle Weatherwax
• Tracy Argus

• 0079Galadriel
• Hilary Querrien
• MarcSeven Lubitsch
• nuttidoxieg4 merryman
• panterapolnocy
• Starwolff2000
• Varahi Lusch

• Education:Alexegram, Dorrie Bellman, ImaLuckygirl
• Avatar Education:Kio Feila, Tracy Argus
• Small Events Planner:Jolie Serendipity
• FS Tour Guide:Fayleen Bellios

Maintenance - xxx: Assorted crash fixes, improvements and new features from LL.

Catznip RLVa 2.2 Release Notes

Release Notes for v6.3.3. (531811) - Second Life Viewer Released on Friday, October 18, 2019.
https://releasenotes.secondlife.com/viewer/6.3.3.531811.html

Voice This viewer improves voice detection when you’re speaking ( VOICE-56 ). If you’ve been having trouble with your voice is breaking up, then this may be the solution.

Release Notes for v6.3.2. (530962) - Second Life Viewer Released on Tuesday, October 15, 2019.
https://releasenotes.secondlife.com/viewer/6.3.2.530962.html

Maintenance - Vinsanto This Viewer uses Viewer Manager 2.0.529188

Vinsanto is an ancient winemaking tradition of Santorini that dates back thousands of years and represents an important part of Santorini’s history.

FMOD Studio 2.00.05 (updated Windows, Linux, Mac)

KDU v7.10.7 (Windows, Linux, Mac)

Voice Server Version: Vivox Version 4.9.0002.30313 (Windows and Mac)
Voice Opensim 4.6.0017.22050 (Windows and Mac)
Linux uses native voice files Version: Vivox 4.10.0000.32327

LibVLC Version: 2.2.8

Chromium Embedded Framework (CEF) Dullahan:

• Dullahan: 1.1.1320
• CEF: 3.3626.1895.g7001d56
• Chromium: 72.0.3626.121
• Page of test URLs for Dullahan. With the Developer Menu enabled (Ctrl Alt Q) press Ctrl+Shift+Z then the Home page button.

If you haven't logged into the Aditi Grid recently, you will likely need to contact LL Support to gain access as well as have your inventory synced. Please review this page carefully http://wiki.secondlife.com/wiki/Aditi. Also ensure you have this viewer setting enabled in Preferences - Advanced - Allow login to other grids.

In essence, Bakes on Mesh (BoM) allows you to “wear” system skins, tattoos and clothing on mesh avatars. It achieves this by “baking” these system layers onto the mesh. More details on this and how to use BoM has been amply covered elsewhere.

If you have not yet updated to the BoM-capable version of Firestorm, then people using BoM will appear, to you, to have solid colored bodies with text on them, or splotches of color. You will need to update the viewer to see them properly. Firestorm viewers versions up through 6.2.4 do not support BoM.

Have a look here or contact the creator.

You can continue to use appliers as you did before; there is no requirement to migrate to BoM. However, if you wish to use BoM, ask in the product support group or contact the maker of the body/head to ask how you might use BoM with their product.

In theory, yes. In practice, however, the body/head UV map (i.e., the “layout” of the skin) may not be a perfect match, and you may see stretching. In particular, you may have problems with the hands, feet, and finger- and toenails. Always try demos before buying!

Maybe… it all depends on the body. Some BoM-compatible bodies may remove the onionskin layers. So for this, contact the support group to ask.

You are probably still wearing an alpha layer; with BoM, this will make your avatar red. Remove the alpha layer.

Recommended reading:

• Bakes on Mesh - SL knowledgebase
• Bakes on Mesh - A Basic Primer
• Keep Calm and Bakes On (Mesh)
• Virtual Bloke--Get Baked

Video by Strawberry Linden: “Getting Started with Bakes on Mesh in Second Life”:

Video by Designing Worlds: Vir Linden, Second Life Viewer Manager, and Strawberry Linden, Marketing Content Specialist, to give the background, and by creators Siddean Munro, the owner of Slink, and Ampersand Artful of Adored. DW408 - Bakes On Mesh

An unofficial list of products supporting BoM natively may be found here (we do not maintain that list).

A partial list of support groups where you can go for product-specific help for mesh bodies and heads. If your product's group is not listed here, use viewer search (Ctrl-F), or contact the maker.

• Mesh Body Addicts

• Akeruka
• Belleza
• Catwa
• eBody
• EXMACHINA
• Laq
• Lelutka
• LOGO
• Maitreya
• Nardcotix
• Niramyth
• Signature
• Slink
• Tonic

If you have Intel HD 620 or Intel HD 630, and Windows 10 – This is an Intel driver issue.
The easiest fix is to use Firestorm Version 6.2.4. or newer.
If you are using Firestorm Version 6.0.2, use another viewer to remove the jacket layer.
(Ref. BUG-225655 and BUG-227078)

If you have Intel Graphics HD, Intel Graphics HD2500 and Intel Graphics HD4000, and are using the 64bit version of Firestorm 5.0.7 or later, on Windows 10, refer to this page.

If you don't have the above graphics and this occurs, chances are good that some part of cache is corrupt. Deleting it should solve the problem.

• Locate your cache folder. You will probably need to do this manually, if you are unable to log in. Use a file manager (like Windows Explorer for Windows system, Dolphin, or some such) to locate the cache folder. In its default location, the cache folder is hidden on most OSs. To find it, you will need to show hidden folders. Default cache locations are:
  • Windows 7, 8.1, and 10: press [Win] + [R] and type %localappdata%, then look for the Firestorm folder. (This method avoids having to un-hide folders.)
  • Mac: ~/Library/Caches/Firestorm
  • linux: ~/.firestorm/cache or ~/.firestorm_x64/cache
• Delete the cache folder you located.
• Log back into SL, to a quiet region (try Hippo Hollow, Aich or Hatton). Allow your inventory and cache to repopulate fully.

Windows only: If the above doesn't work, then click the speaker icon in the system tray, then touch the volume slider, just enough to change the volume slightly. It may be that the Windows sound system has stalled; this should “give it a kick”.

If the above fails, then try doing a full wipe of all settings.

This indicates that a debug setting (a control) is missing a comment. It is unclear which comment is missing, but the fix is to reinstall Firestorm using the Clean Install procedures.

Please see Recent Crashes on Windows, following a Driver Update for this issue.

Ref. FIRE-12339

This is almost always caused by the MemoryPrivatePoolEnabled being set to TRUE. It should never be set to TRUE. But before you try to fix this, we could really use a copy of your crash logs to help us work on a fix. See here for steps to collect your crash logs, then attach those logs to FIRE-12339.

Then, do the following:

• Make sure hidden files/folders are set to show - see here for steps.
• Browse to your user_settings folder. This is located at -
  • Windows XP: C:\Documents and Settings\ [USERNAME] \Application Data\Firestorm\user_settings
  • Windows Vista, 7, or 8, 8.1, and 10: C:\Users\ [USERNAME] \AppData\Roaming\Firestorm\user_settings
  • Mac: User/Library/Application Support/Firestorm/user_settings
  • Linux: ~/.firestorm/user_settings
• In the user_settings folder, find the file named “settings.xml”
• Open settings.xml in a text editor - For Windows, Notepad++ is ideal for this
• Search settings.xml for the term MemoryPrivatePoolEnabled
  You will see a block of text like so:

<key>MemoryPrivatePoolEnabled</key>
<map>
<key>Backup</key>
<boolean>0</boolean>
<key>Comment</key>
<string>Enable the private memory pool management</string>
<key>Type</key>
<string>Boolean</string>
<key>Value</key>
<boolean>1</boolean>
</map>

• Near the bottom there, change the “<boolean>1</boolean>” line just above </map> to “<boolean>0</boolean>”
• Save changes to settings.xml and edit the text editor.
• Login.
• Profit.

Issues outside of Firestorm can, and often do, result in viewer crashes….

• Make sure your file system is not corrupt by running chkdsk or equivalent for your OS.
• On Windows, ensure that your registry isn't messed up by running CCleaner or similar.
• Reboot your PC and moder/router.
• Ensure that video drivers are current, as well as your OS.
• Do a Reinstall of Firestorm. Be sure to use a fresh download of the viewer; either clear your browser cache or use a different browser for the download.

NOTE: A clean install is not usually needed when updating to a new Firestorm version. For normal updates, see How to Update Firestorm.

If you are having problems with the viewer, you may need to clean install. The following explains how to do a proper clean install - which is more than simply removing the viewer and reinstalling it.

For the current release, go to the Downloads page.
For any previous supported version, go to the Older Downloads page.

If you save chat transcripts, they are by default saved in your per-account settings folder (named for your avatar). Before you delete that folder (below), you will need to identify the chat files and move them. See here for steps to relocate your chat transcripts. This only needs to be done once if you then backup your settings. But you must log in on each account (i.e., alts) to save that account's chat files.

As a just-in-case measure for any situation, and to make upgrading or downgrading your viewer much easier, make a backup of your settings. It's a good idea to make a backup right before upgrading, downgrading or otherwise wiping settings so that the backup is current (teleport history, contact sets, etc. can change dynamically). You must log in on each account (i.e., alts) in order to back up that account's settings.

REMINDER: If you want to save chat transcripts and or settings, make sure you do Steps 1 and 2 before deleting your settings.

Firestorm settings can become corrupt, particularly if you recently crashed; the files may not save completely, so important information can become “scrambled”. And when installing a different version of the viewer, using settings from the previously installed version may cause undesirable behavior in the viewer.

Here is how to remove the old settings:

• Launch the viewer but do not log in.
• Click the Viewer menu at the top, choose Preferences, then Network & Files, then Directories.
• Click the Open Settings Folder button.
• Close the viewer.
• In the file window, navigate up one folder, to the Firestorm* folder. If you see a folder called user_settings and one or more named for your avatars, you're in the right place.
• Select everything in that Firestorm folder and delete it.

*Note that the Firestorm folder name may differ slightly.

Note also that if you have both a 32-bit and 64-bit version installed, you will only be deleting settings for the version that you launched at the beginning of this step. You would have to repeat this step if you want to delete settings for the other version that's still installed.

You will need to use a file manager (like Windows Explorer for Windows system, Dolphin, the Mac Finder, or some such) to locate the settings folder. In its default location, the folder is hidden on most OSs. To find it, you will need to show hidden folders. Refer to this page to locate your settings folders.

Clearing cache should only be done when there is a problem with the cache, or when there is a significant change in the viewer that requires it (such as a change to the KDU render code). The viewer will automatically clear cache in such cases, but manual clearing may be quicker.

When downgrading, you should always clear the cache.

If you have to clear cache in order to use the viewer version you are about to install, please see this page.

Having done all those steps, you may now install Firestorm. Installing Firestorm is done in pretty much the same way as any other application on your computer.

Go to Adobe Flash Player, select your operating system, then select the appropriate flash player.

Once you have the viewer installed or reinstalled, you will want to make sure the viewer is operating correctly:

• Log back into SL, to a quiet region (try Hippo Hollow, Aich or Hatton). Don't change any settings.
• Test any functions that didn't work for you in the previous version that had been reported fixed.
• If downgrading, test any functions that failed in the newer version.
• If you needed to clear cache in Step 5 above, open your Inventory and wait for it to fully populate.

At this point, if the viewer is performing as it should, you can restore your settings and again relog. You must log in on each account (i.e., alts) to restore that account's settings.

Log back in to SL once again and confirm that the viewer is still performing as it should; then you can adjust any new or changed settings and then back those up.

Note that some settings are not restored, such as graphics. This is because the graphics settings could be incorrect and may cause problems.

There are several reasons why you would want to file a JIRA:

• To request a new feature
• To request an improvement
• To report a bug
• To request support

In order to do anything except view Firestorm issues, you will need an account on JIRA. Creating an account is very easy. Start by going to the Sign Up page and enter the following information:

• Username - This can be anything, but we prefer that it be your SL username. Don't use spaces, but you can use a period to separate words, such as beta.tester. This is what you will use to log into JIRA.
• Password - This needs to be at least 8 characters in length, and shouldn't be the same as any other password you use.
• Confirm Password - Type in your password again
• Full Name - This should be your full SL name. If your username was beta.tester, your full name would be Beta Tester. This is what everyone will see when you create a JIRA or comment on one, so do not use your real name.
• Email - Enter a valid email address. JIRA can send you emails when someone comments on your JIRA or on issues you've “watched”.

Click Sign up and you're all set. If JIRA complains, fix the entries it complains about and then click Sign up again.

No matter what kind of issue you want to create, the process is nearly identical and starts with going to the JIRA Dashboard and clicking the Create Issue link near the top of the page (every page), on the right side of the red menu line. If you don't see that there, you need to log in - click Log In at the top right, enter your username and password and then click Log In.

Clicking Create Issue opens a small box with Project and Issue Type selections. There are a lot of choices, here's a list of the most common:

• Requesting a new feature
  • Set the Project to Firestorm ¹⁾ and the Issue Type to New Feature.
• Requesting an improvement to existing code
  • Set the Project to Firestorm ²⁾ and the Issue Type to Improvement.
• Reporting a bug
  • Set the Project to Firestorm and the Issue Type to Bug.
• Requesting Support
  • Set the Project to Support and the Issue Type to Support Request.

Then click Create. This will bring up the Create Issue page. From here the fields and the information that goes in them are the same regardless of what type of issue you want to create.

• Summary - Enter a brief overview of the problem. You don't have to put everything here, just a few words to summarize the issue.
• Priority - By default this is set to Major, and it can remain that way. If you are reporting an issue that is preventing you from logging on at all with any of our viewers, you can choose Blocker. But if you spotted a typographical error, that's probably something minor or even trivial. If you put in the wrong priority, don't worry, we'll work with you as needed to set it correctly.
• SL Avatar Name - Set this to the name of the avatar that is affected.
• Patch Attached - If you're submitting a patch that would add a new feature, improve on an existing one or correct a bug of some kind, check this box. Otherwise, leave it unchecked.
• Reported In - Select the viewer that you're using. This can either be the one with the problem or some other version.
• Affects Versions - Here you would want to identify all the versions that you know are affected. For example, if you have a problem that shows up in every one of our Release versions of Firestorm, you would want to list them all. If you don't know, then list only the version you're using.
• Environment - This is very important for Support requests and bug reports. We need to know what your system looks like to the viewer. To get this information, open the viewer, click on the Help menu and select About, and then click Copy to Clipboard. Then click into the Environment field in the JIRA page, right-click and choose Paste (or press Ctrl-V).
  Note here that if you're creating anything other than a Support request, this information is visible to everyone. You can delete your location details if you wish.
• Description - Here is where you want to put as many details as you can about the issue. If you're reporting a bug, or if you have a problem that you can reproduce consistently, you want to include the steps you take to reproduce that. Also include details such as whether this affects only one avatar, whether it happens on more than one computer (we'd like system information for each computer in that case) and so on. If you get error messages, be sure to write the exact message (as closely as possible).
• Attachment - Add files that you have that can help further explain the issue, such as images or videos, use the Browse button to add them. Remember that the maximum file size is 10MB, and images must be either JPG or PNG.

Another very useful bit of information is your viewer logs. These can sometimes be very helpful in finding the root cause of a problem and crafting a solution. Logs should be collected after having logged out - or after a crash if that is your issue - and before restarting the viewer. If you log in again then the logs won't have any of the clues needed.

In its default location, the logs folder is hidden on most systems. To find it, you will need to show hidden folders. The logs folder is in:

Compress all the files in the folder named “logs”:

• Windows: Right-click on the folder and choose Send To > Compressed zip file
• Linux Gnome: Right-click on the folder and choose Compress
• Linux shell: tar -cjvf “Viewer_logs.tar.bz2” ./logs/
• Mac: Hold Shift while highlighting the contents of the folder and then Ctrl-click and choose Compress Items

You may want to move this compressed file to your Desktop.

To attach logs to an issue filed earlier, go to More Actions → Attach Files. Then click Select Files button, locate your compressed file (on your Desktop if you moved it there) and then click Open or OK. You may optionally add a comment at the same time. Finally, click Attach

Now that you have all fields filled, out go back and check to make sure you haven't left anything out and made all the selections needed. Once you are done checking it over click the Create button. If after double checking your ticket you decide not to file the ticket just click the Cancel button.

Once the JIRA has been created you'll be shown the issue number. It will be in the form of the project abbreviation, like SUP or FIRE, and a number (example: FIRE-1234). Only you and team members can view your own SUP issues.

You'll also get an email when someone comments, when something is attached or when some other action takes place. Click the link in the email, it looks just like the issue number you got initially, and comment in the issue itself. Do not reply to the email, it will not work.

If you don't get any emails, they could be filtered as spam or the email address you supplied is incorrect. You can confirm your email by going to your profile and then clicking the little edit pencil along the Details line.

Further reading: How to Report Bugs Effectively

These classes are based on our official Firestorm release and are conducted in text except when otherwise noted. There's no need to talk, but you may want to be able to hear. We also usually have help available to answer questions in text. This schedule is subject to change.

Note that it is best if you are on Firestorm for the classes.

Locations are indicated in the far right column as follows:

• FS: Firestorm Support region classroom, * Firestorm Classroom

Class times and days change regularly. Classes may be held any day of the week, with start times from 8 am to 7 pm SLT. Nonetheless, if the class times are still inconvenient you may prefer to watch recorded versions of some of these classes on YouTube.

Unscheduled classes may also be held on an impromptu basis. If this happens, a notice will be sent in Firestorm Support English. secondlife:///app/group/3a1be8d4-01f3-bc1a-2703-442f0cc8f2dd/about

*All times SLT*

On Firestorm, you can save scripts and HUD space by running your AO animations through the viewer. Learn how to set up and get the most out of this feature.| FS |