| 3 | | 1. If your issue is a crash or is about a plugin, keep in mind that we are not a support forum for third-party plugins such as those in the Purple Plugin Pack, encryption plugins, etc. We did not develop those plugins and can't help you with those issues. ''(A sizable majority of crashes are caused by misbehaving plugins.)'' |
| 4 | | * Always make sure your plugins are of the most current version available. |
| 5 | | * If you are experiencing crashes, start disabling plugins you have loaded one by one until you eliminate the source of the crash. If your crash is a crash on startup, you can try renaming the prefs.xml file in .purple to something such as prefs.xml.old to force a startup without plugins. Note that this will lose all settings stored there. |
| 6 | | * If you renamed prefs.xml, enable plugins one at a time and try to reproduce the crash. Unload those plugins that don't cause the crash to aid troubleshooting. Once you have narrowed the cause down, continue with the instructions. |
| 7 | | * If disabling a specific plugin solves the crash, make sure your plugins are all updated to the most current release. |
| 8 | | * If all plugins are fully up to date, follow the instructions below to get a .RPT file (Windows users) or a backtrace (other OS users) and then report the crash to the '''authors of the plugin''', not us. |
| 9 | | 1. If your problem is not related to a third-party plugin, [http://developer.pidgin.im/search search] existing bug reports and don't submit a duplicate report. |
| 10 | | 1. [http://developer.pidgin.im/simpleticket Create a new ticket].[[BR]] '''Note: You must be logged in to submit or comment on tickets! ''' To create a login if you do not have one, click the "Register" link on the top right-hand corner of any tracker page. |
| | 3 | Submitting a bug reports is very important. Submitting correct bug reports is even more. |
| 12 | | = Windows Users = |
| 13 | | == What to do if Pidgin crashes == |
| | 5 | == Before you Submit any bug == |
| | 6 | |
| | 7 | * If your report is about a crash or a third-party plugin: |
| | 8 | |
| | 9 | Remember: '''we don't support third-party plugins''', such as those in the Purple Plugin Pack, encryption plugins, etc. We didn't develop those plugins and can't help you with those issues. ''(A sizable majority of crashes are caused by misbehaving plugins.)'' |
| | 10 | |
| | 11 | 1. Make sure your plugins are of the most current version available. |
| | 12 | |
| | 13 | 2. Disable plugins you have loaded (one by one) until you eliminate the source of the crash. |
| | 14 | *If your crash is a crash on startup, you can try renaming the prefs.xml file in .purple to something such as prefs.xml.old to force a startup without plugins. Note that this will lose all settings stored there. |
| | 15 | * If you renamed prefs.xml, enable plugins one at a time and try to reproduce the crash. Unload those plugins that don't cause the crash to aid troubleshooting. Once you have narrowed the cause down, continue with the instructions. |
| | 16 | * If disabling a specific plugin solves the crash, make sure your plugins are all updated to the most current release. |
| | 17 | |
| | 18 | * If all plugins are fully up to date (but the issue continues to occur): |
| | 19 | 1. Follow the instructions below to get a .RPT file (Windows users), or [wiki:GetABacktrace get a backtrace (other OS users)]. |
| | 20 | 1. Report the issue '''to the authors of the plugin''', not us. |
| | 21 | |
| | 22 | * If all plugins are disabled (but the issue continues to occur), follow the steps below. |
| | 23 | |
| | 24 | * If your bug is other than third-party plugin or crash -related (new features, improvements, etc.), follow the steps below. |
| | 25 | |
| | 26 | = Steps for Bug Report Submission = |
| | 27 | |
| | 28 | 1. Check that your problem is not related to a third-party plugin or a crash (read above). If your ploblem is related to a crash (whether or not it's also related to a third-party plugin), you will have to get the proper log (read below). |
| | 29 | |
| | 30 | 2. [http://developer.pidgin.im/search Search for existing bug reports], in order not to submit a duplicated one. |
| | 31 | |
| | 32 | 3. [http://developer.pidgin.im/simpleticket Create a new ticket].[[BR]] '''Note: You must be logged in to submit or comment on tickets! ''' To create a login if you do not have one, click the "Register" link on the top right-hand corner of any tracker page. |
| | 33 | |
| | 34 | = What to do if Pidgin crashes = |
| | 35 | == Windows Users == |
