

See this page for documentation on Firestorm 4.7.9 (50527) and earlier.
For basic information on how to get help, click here.
This page covers issues and problems which you might encounter with Firestorm; for topics concerning how to use the viewer, you are instead directed to the main Firestorm documentation page.
The topics here are divided into issues which are directly related to the viewer, and those which are really SL issues or bugs.
Should this not be helpful, then please contact support. The best place to get fast help is in one of the in-world groups. Otherwise, you may contact any of our support team. We will do our best to assist you.
If you believe you have found a genuine bug - or have a feature request, then you can file a JIRA.
For an introduction to the basics of troubleshooting, please refer to this page.
Phoenix has some video tutorials on YouTube; you may want to visit and bookmark the Phoenix Viewer channel.
There are several ways to adjust different aspects of font size in Firestorm, each of them affecting different parts of the user interface (UI – the visible parts of the viewer, such as windows, text, toolbars, menu, etc.) or having different side effects.
If your font size is abnormally small, and the problem began after a Windows 10 update, see here.
If your font is sized normally, but you'd like it larger or smaller, see the settings below.
Click the group link to open the group profile inworld and join now!
English
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These classes are based on our official Firestorm release and are conducted in voice and 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:
Class times and days change regularly. Classes may be held any day of the week, with start times from 8am to 7pm SLT. Nonetheless, if the class times are still inconvenient you may prefer to watch recorded versions of some of these classes on YouTube.
*All times SLT*
Thursday | March 2 | 11:00AM – QuickPrefs Customization + Lag Two mini-classes in one. One discusses the causes of lag in SL. The other explains how to customize your Quick Preferences. | FS |
Friday | March 3 | 8:00AM – Reporting Bugs, Requesting Features Learn how to communicate effectively with our devs to make the changes to Firestorm you want or need. | FS |
Saturday | March 4 | 10:00AM – Preferences Set 1 We will cover some of the Firestorm preferences (General, Chat, Privacy), based on our current release. | FS |
Sunday | March 5 | 3:00PM – Clean Install Learn how to correctly and quickly perform this most fundamental and important of tasks. Recommended to take Settings Backup class first. | JU |
Monday | March 6 | 1:00PM – Contact Sets (TEXT ONLY) There is a cool feature called Contact Sets that lets you organize your contact list. We will cover how to set them up and use this epic feature. | FS |
4:00PM – Basic Troubleshooting An introduction to basic methods to start locating problems. Focused on Firestorm but some parts are non-viewer-specific. | FS | ||
Tuesday | March 7 | 10:00AM – Preferences Set 3 We will cover some of the Firestorm preferences (Move & View, Advanced, Firestorm), based on our current release. | FS |
Wednesday | March 8 | 6:00PM – Menus 2 We will cover the Advanced and Develop menus in the top bar. | FS |
Thursday | March 9 | 9:00AM – Odds & Ends 2 Learn about fun and useful items like how to use Autocorrect, using the Command Line for a number of tools, and more. | FS |
1:00PM — Avatar Complexity and Graphics Presets (TEXT ONLY) Learn how to boost performance with av complexity and improve usability with the presets. | FS | ||
Friday | March 10 | 9:00AM – Firestorm Skins This class covers the differences among Firestorm's many skin options, including the Vintage Classic and Colorable User Interface skins. | FS |
Sunday | March 12 | 8:00AM – Menus 1 We will be covering the menus on the top bar, from Avatar through Help. | FS |
3:00PM – Backing up Settings and Logs This class covers how to save your settings and chat logs on your computer. Recommended to take this before the Clean Install class. | JU | ||
Monday | March 13 | 1:00PM – Preferences Set 4 (TEXT ONLY) We will cover some of the Firestorm preferences (Colors, Skins, Notifications, User Interface, Sounds and Media). | FS |
5:00PM – QuickPrefs Customization + Lag Two mini-classes in one. One discusses the causes of lag in SL. The other explains how to customize your Quick Preferences. | FS | ||
Tuesday | March 14 | 7:00PM – Preferences Set 2 We will cover some of the Firestorm preferences (Graphics, Network & Cache), based on our current release. | FS |
Wednesday | March 15 | 5:00PM – Odds & Ends 1 This class covers some of Firestorm's handiest features, like Inventory, Radar, and some hard-to-find gems. | FS |
Thursday | March 16 | 1:00PM – Animation Overrider (TEXT ONLY) 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 |
4:00PM – Introduction to Firestorm and the Wiki This class gives you an overview of the Firestorm Viewer and of our greatest informational resource, our Wiki, including search tips. | FS |
So you saved an outfit, but when you look in that outfit's folder, it's empty. This can happen now and then, and it's caused either by something you're wearing, or something you aren't wearing. That does tend to cover any and all possibilities, but it will be made clear in the solution below.
If you use RLVa there is a chance that it has restrictions that are interfering with the wearing or removing of items that can cause this empty outfit problem, so it is recommended that, temporarily, RLVa be disabled.
In case the problem is caused by something you're wearing, it is recommended that you detach all objects and wear “default” body parts. The easiest and quickest way to accomplish this is to go to the Avatar menu > Avatar Health submenu and click Reset Default (male or female).
This may take a moment or two, depending on the availability of the asset server, your connection quality to the server, and your viewer performance. If it takes a long time, or appears to never happen, try relogging. If you had to relog for step 2 above, try going to a different region, such as Hippo Hollow.
If your avatar still doesn't change, there may be other issues, and the Bake Fail page may help resolve them.
There are two folders, at a minimum, that are involved in your avatar's appearance. The first is the Current Outfit folder. This folder contains links to all the items that you are wearing. If it contains a broken link, or a link not worn, this can cause an outfit save to fail. So, open that folder and delete any broken links, or links that are not shown as worn.
The second folder, in this case, is the outfit's folder itself. Being empty, it is recommended that you delete that folder now.
A third folder may be involved if you are having a particular kind of bake failure: the Lost & Found folder. Normally, Lost & Found contains only objects, linksets and coalesced object sets. If you find any wearables in that folder, delete them. If they are worn, take them off first, then delete. If you cannot detach these wearables, relog, or try going to a different region, such as Hippo Hollow.
At this point, you should be ready to create and save an outfit. For an extra measure of sanity, it is recommended that you relog now. But you don't have to; you can attempt step 6 without relogging. However, if it fails a relog may help.
To ensure that you only wear the items you want in your outfit, manually select and wear each item. Don't try wearing an outfit that you want to modify, as it may contain something causing the problem. Instead, wear one item at a time from that outfit; anything that may cause a problem may then self-identify.
Once you are wearing all you want for that outfit, try to save it again, then check the outfit's folder for content.
In general, Nvidia graphics cards and drivers work very well with Second Life.
This issued occured with nVidia driver 378.49, when Advanced Lighting Model is disabled, on 64-bit viewers only.
Bug is fixed with nVidia driver 378.66 or newer.
Refer to this JIRA issue for more information.
If you have started crashing following an Nvidia driver update, try going back to the driver version that worked for you. Be sure to completely uninstall the recent driver before installing the older one.
See also this page.
If you have Nvidia Shadowplay installed, disable it. Google “how to disable nvidia shadowplay” for instructions.
One user reports that on a recent Nvidia Experience version, turning off Share in the Settings menu disables Shadowplay without having to go through Windows controls.
There is a known Nvidia driver crash that occurs for some users on El Capitan and Sierra. See Mac El Capitan Nvidia Driver Crash and Mac Sierra Issues.
Here, you can enable/disable three special shortcuts:
Each of the above can, optionally, play an alert sound, which you can change by specifying your own sound clip UUID. You an hear the sound by clicking the button labelled 'P', or revert the sound to the default by clicking the 'D'.
Note that the names shown by radar, in the nearby chat window, can be clicked to open a profile.
Note: Because Group Chats are prevented from appearing when either When Receive Group Notices is disabled, Disable Group Chat As Well or Disable All Group Chats are enabled (see above), no alerts are triggered.
See this page for a tutorial video.
All of the commands below can be changed from the supplied defaults.
See this page for documentation on Firestorm 4.7.7 (48706) and earlier.
Here, you can enable/disable three special shortcuts:
Each of the above can, optionally, play an alert sound, which you can change by specifying your own sound clip UUID. You an hear the sound by clicking the button labelled 'P', or revert the sound to the default by clicking the 'D'.
Note that the names shown by radar, in the nearby chat window, can be clicked to open a profile.
Note: Because Group Chats are prevented from appearing when either When Receive Group Notices is disabled, Disable Group Chat As Well or Disable All Group Chats are enabled (see above), no alerts are triggered.
See this page for a tutorial video.
All of the commands below can be changed from the supplied defaults.
See this page for documentation on Firestorm 5.0.1 (52150) and earlier.
Tip: clicking on the double lines will detach that menu, or sub menu, so it does not close automatically
This menu is toggled from Advanced Menu (Ctrl-Alt-D) → RestrainedLove API (RLVa) or from Preferences → Firestorm → Extras → Allow Remote Scripted Viewer Controls (RLVa). This will require a restart of the viewer to show this menu.
Please use with caution
This menu is toggled via the Ctrl-Alt-D key sequence, or from Preferences→ Advanced
Please use with caution
This menu is toggled via the Ctrl-Alt-Q key sequence, or from Preferences→ Advanced
It is possible to search the menus for specific words or phrases, by typing into the search bar at the top. For example, typing in the word upload will result in matches on up to four top menu items: Avatar, Build, Advanced and Develop. In short, using search will filter out what is shown in the top menu bar, removing all items except those that contain what you searched for.
Matched items are highlighed in color (you can change the highlight color in Preferences → Colors -> Miscellaneous→ Preferences Search Highlight Color).
To clear the search, and have the Preferences window revert to its normal state, just click the 'x' at the far right end of the search field.
Menu search is enabled (or disabled) in Preferences -> Advanced→ Show Menu Search.
: When hovering your mouse over this symbol, it will open the Graphics Presets window. Please note that this symbol will only show if you have created a graphic preset in Preferences→ Graphics -> General.
See this page for documentation on Firestorm 4.7.9 (50527) and earlier.
Tip: clicking on the double lines will detach that menu, or sub menu, so it does not close automatically
This menu is toggled from Advanced Menu (Ctrl-Alt-D) → RestrainedLove API (RLVa) or from Preferences → Firestorm → Extras → Allow Remote Scripted Viewer Controls (RLVa). This will require a restart of the viewer to show this menu.
Please use with caution
This menu is toggled via the Ctrl-Alt-D key sequence, or from Preferences→ Advanced
Please use with caution
This menu is toggled via the Ctrl-Alt-Q key sequence, or from Preferences→ Advanced
It is possible to search the menus for specific words or phrases, by typing into the search bar at the top. For example, typing in the word upload will result in matches on up to four top menu items: Avatar, Build, Advanced and Develop. In short, using search will filter out what is shown in the top menu bar, removing all items except those that contain what you searched for.
Matched items are highlighed in color (you can change the highlight color in Preferences → Colors -> Miscellaneous→ Preferences Search Highlight Color).
To clear the search, and have the Preferences window revert to its normal state, just click the 'x' at the far right end of the search field.
Menu search is enabled (or disabled) in Preferences -> Advanced→ Show Menu Search.
: When hovering your mouse over this symbol, it will open the Graphics Presets window. Please note that this symbol will only show if you have created a graphic preset in Preferences→ Graphics -> General.
See this page for documentation on Firestorm 5.0.1 (52150) and earlier.
NOTE: Photographers can access and change many of the camera settings quickly and conveniently via the Phototools Camera Window.
For a general introduction on how to move your avatar and control your view, refer to this page.
Note: Other options concerning minimap are found under Preferences→ Colors -> Minimap.
See this page for documentation on Firestorm 4.7.9 (50527) and earlier.
See this page for documentation on Firestorm 4.7.9 (50527) and earlier.
See this page for documentation on Firestorm 5.0.1 (52150) and earlier.
Please refer to this page for more information on using Windlight with Firestorm.
NOTE: For a video tutorial on setting custom default prim parameters, see here.
Allows you to change parameters of your prim when it is first rezzed.
Default settings to use for newly created objects.
Set default texture parameters for newly created objects.
It is possible to automatically include an item into newly created prims.
Default Creation Permissions Opens a window which allows you to select permissions to be applied, by default, to newly created items of different types. (Same as top menu, Build → Options → Set Default Permissions.))
Allows you to change the pivot point of an object.
See this page for documentation on Firestorm 4.7.7 (48706) and earlier.
Please refer to this page for more information on using Windlight with Firestorm.
NOTE: For a video tutorial on setting custom default prim parameters, see here.
Allows you to change parameters of your prim when it is first rezzed.
Default settings to use for newly created objects.
Set default texture parameters for newly created objects.
It is possible to automatically include an item into newly created prims.
Default Creation Permissions Opens a window which allows you to select permissions to be applied, by default, to newly created items of different types. (Same as top menu, Build → Options → Set Default Permissions.))
Allows you to change the pivot point of an object.
This tab shows default Inventory folders for various types of uploads. In order to change a default upload folder, right click the desired folder in your Inventory window, and select Use as default for, the pick the upload type.
See this page for documentation on Firestorm 5.0.1 (52150) and earlier.
The Firestorm inventory window is accessed by clicking the inventory icon on the bottom button bar.
This will open the inventory window, which is initially docked, but as with all other such windows, may be undocked. A typical inventory window looks like the one below.
There are three views available in the inventory window; you can toggle between them by clicking the tabs described below:
Below these three tabs is your inventory proper. Inventory is organized into a hierarchical tree. By default, the main inventory consists of two folders, which you cannot rename: Inventory and Library. Within Inventory are more folders. Some of these are system folders, meaning they have default and standard uses and cannot be removed or renamed or moved; all other folders here can be manipulated at will. For the most part, this main folder will contain items you accumulate in SL, things you purchase, or make.
The Library folder, on the other hand, is supplied by SL. It contains all manner of things which might be of use. You are free to use items in this folder as you wish, but you may not delete or otherwise manipulate the contents.
If a folder icon has a small arrow to the left, then it contains items; click that arrow to expand the folder. Folders may contain single items or other folders, or a mix of both. Items may be objects, textures, animations, and so on.
Below the inventory view are more icons:
The bottom of the inventory window has 3 buttons:
Inventory can be searched by typing into the white space at the top. As you type, inventory is filtered to show only items that match what has been typed. As described above, you can search by name, creator, description or UUID.
If you want to search on multiple words, separate them with a '+', but without spaces. For example, if you are looking for a landmark that you think contains Firestorm Marina, type in: Firestorm+Marina. This will match (assuming you actually have such a landmark, of course), Firestorm Gateway Marina.
To clear the search field, click the 'x' at the end of the search bar.
Normally, search operates across all tabs in the Inventory window. If you want to use separate searchs on Inventory tabs, then go to Preferences → User Interface → Interface Windows → Allow separate search terms on each tab in inventory.
If you right click any inventory item or folder, you get a menu. This menu will vary depending on context; for example, right clicking a menu will give a different menu that right clicking an item.
aside from the usual Share option, there is a Cleanup Broken Links option. This will remove any broken links from the folder, without you having to unprotect it, and then manually go through and delete broken links.
With the advent of Direct Delivery, there can now be a new Received items folder or sub-panel in the inventory window. This will appear the very first time you make a purchase from the SL Marketplace, that is sent by Direct Delivery - as opposed to the previous “Magic Box” system.
If you prefer to have this sub-panel displayed as a normal inventory folder, open Preferences→ User Interface -> Interface Windows, and enable Show the Received Items folder in normal inventory.
For more information on Direct Delivery, please see the Direct Delivery FAQ.
See this page for documentation on Firestorm 4.6.9 (42969) and earlier.
The Firestorm inventory window is accessed by clicking the inventory icon on the bottom button bar.
This will open the inventory window, which is initially docked, but as with all other such windows, may be undocked. A typical inventory window looks like the one below.
There are three views available in the inventory window; you can toggle between them by clicking the tabs described below:
Below these three tabs is your inventory proper. Inventory is organized into a hierarchical tree. By default, the main inventory consists of two folders, which you cannot rename: Inventory and Library. Within Inventory are more folders. Some of these are system folders, meaning they have default and standard uses and cannot be removed or renamed or moved; all other folders here can be manipulated at will. For the most part, this main folder will contain items you accumulate in SL, things you purchase, or make.
The Library folder, on the other hand, is supplied by SL. It contains all manner of things which might be of use. You are free to use items in this folder as you wish, but you may not delete or otherwise manipulate the contents.
If a folder icon has a small arrow to the left, then it contains items; click that arrow to expand the folder. Folders may contain single items or other folders, or a mix of both. Items may be objects, textures, animations, and so on.
Below the inventory view are more icons:
The bottom of the inventory window has 3 buttons:
Inventory can be searched by typing into the white space at the top. As you type, inventory is filtered to show only items that match what has been typed. As described above, you can search by name, creator, description or UUID.
If you want to search on multiple words, separate them with a '+', but without spaces. For example, if you are looking for a landmark that you think contains Firestorm Marina, type in: Firestorm+Marina. This will match (assuming you actually have such a landmark, of course), Firestorm Gateway Marina.
To clear the search field, click the 'x' at the end of the search bar.
Normally, search operates across all tabs in the Inventory window. If you want to use separate searchs on Inventory tabs, then go to Preferences → User Interface → Interface Windows → Allow separate search terms on each tab in inventory.
If you right click any inventory item or folder, you get a menu. This menu will vary depending on context; for example, right clicking a menu will give a different menu that right clicking an item.
aside from the usual Share option, there is a Cleanup Broken Links option. This will remove any broken links from the folder, without you having to unprotect it, and then manually go through and delete broken links.
With the advent of Direct Delivery, there can now be a new Received items folder or sub-panel in the inventory window. This will appear the very first time you make a purchase from the SL Marketplace, that is sent by Direct Delivery - as opposed to the previous “Magic Box” system.
If you prefer to have this sub-panel displayed as a normal inventory folder, open Preferences→ User Interface -> Interface Windows, and enable Show the Received Items folder in normal inventory.
For more information on Direct Delivery, please see the Direct Delivery FAQ.
See this page for documentation on Firestorm 5.0.1 (52150) and earlier.
Please note: Viewers play a minor part in voice functionality. The bulk of voice support is given by the external application called SLVoice, which is made by the SL voice provider, Vivox. Voice failures are almost always due to one of the following reasons:
Please go to Voice Echo Canyon when trying to get voice to work. If voice is working correctly for you, anything you say there will be echoed back to you. Once there, relog to last location.
Since 4.7.9, voice has not always connected to the voice servers. This is due to some coding issues that we inherited from the official SL viewer and that code's interaction with the latest voice files. The issue is documented on LL's Jira. A workaround is to disable and then re-enable voice. But if you're presented with the voice connection failure message that tells you “Voice communications will not be available”, you may need to disable voice and then relog before voice will try to reconnect.
Steps:
Most voice connection issues happen when the viewer tries to connect to voice during the login process. The workaround is to disable voice before you log out, and then only enable it after logging in when you need it. You can toggle Voice from the Media Controls at the top of the viewer (not enabled by default for Vintage or Latency skins) by hovering over the speaker icon and then checking or unchecking the last checkbox, or by going to Preferences ⇒ Sound & Media ⇒ Voice and checking or unchecking the top option.
Due to the many different versions of each operating system (Windows, linux distros, Mac OSx's), it is very difficult to give specifics for each one. Nonetheless, make sure that your operating system is correctly configured for voice: that voice is going to your headset (or speakers, as you prefer), and that your mic is enabled and configured.
If voice still does not work, then continue working through this page.
If you find that voice cuts in and out, particularly right after a TP, and at the same time, you notice that things are not rezzing in for you very well (avatars, objects, etc), then the likely cause is that your router is being “overwhelmed” with texture transfers. So reboot your router/modem, and then your computer, and see if the problem is solved.
You can also try adjusting your bandwidth as explained here.
If that does not help, then proceed with the section below.
Chances are good that the problem lies with the SL servers or the voice provider, Vivox. Still, there are things you can try:
Don't do this section if using Firestorm 4.6.5.40833.
Some have issues with voice on Firestorm - specifically, “stuttering”, or SLVoice crashing when you unplug a USB device. The only work-around currently is to swap out the voice files.
Try disabling compatibility mode, if enabled:
On Windows 7, if you find yourself being able to talk but not hear what others say, then a possible solution is to use the sound drivers from Vista. (This needs further confirmation.)
Check that slvoice.exe is not muted in the speaker/headphones icon (located in the notification area) → mixer.
Every linux distro is different; and each distro may have more than one window manager to further complicate things. So tips can't be “absolute”; you will need to experiment and see what works for you. The following have been suggested by some as effective. But first….
In the Firestorm install directory, there's a text file (originally from LL) with tips on getting voice to work in linux. If you haven't read that, then you can try to see if it helps.
#export LL_BAD_OPENAL_DRIVER=x
Below are results for selected linux distros, based on input from Phoenix and Firestorm users. This will be updated as more information becomes available.
sudo apt-get install gstreamer0.10-pulseaudio:i386 libidn11:i386 libuuid1:i386 libstdc++6:i386
wine-preloader $HOME/path/to/firestorm/bin/win32/SLVoice.exe
before launching Firestorm
If you are unable to connect to voice and you are also having problems with teleporting and/or loading your friends list, perhaps along with other things, then see the “Mac-specific” section of this page for instructions and more explanation.
Some Mountain Lion users experience a problem with voice output, while input works fine (that is, you can hear but you can't speak). To fix this, open the voice preferences for your viewer (Preferences→ Sound & Media -> Voice in Firestorm). Click the device settings button and select “built-in microph” as the audio input device and click OK. Reopen Preferences and go back to the device settings button to ensure you're getting sound in on the mic.
See this page for documentation on Firestorm 4.6.9 (42969) and earlier.