Reporting an Issue with IMVU Studio

How to report an issue while using IMVU Studio

When using IMVU Studio and something goes wrong, that is sad 😢  Fortunately, there is a way to provide the development team valuable information about the issue! You can do this through the ‘Report a Problem’ form.

Accessing the ‘Report a Problem’ form

There are a couple of ways to access the ‘Report a Problem’ form:

• Through the Help menu

• Through the help button in the lower right of the app window.

Completing the Report a Problem Form

There are a number of questions in the form. Some require answers and others provide important information. Here is a breakdown of key questions:

The first three identified here follow the method of inquiry we use internally to write up a bug ticket for a Studio issue. It is what is used by our engineers to be able to reproduce and fix issues. When you provide detailed information here you are taking part in helping us improve and make IMVU Studio a more robust application. Our bug ticket format is basically this:

• Steps to reproduce the issue
• What happened
• What was expected to happen

1. Could you explain the last few steps you took before encountering this issue?
   • In some cases this may seem obvious or in others it may not be easy to determine if you have been doing a long series of things, but this is a very import piece of information for us to be able to try and reproduce what lead to the issue. In the case of issues that happen every time and are repeatable even a simple set of steps that lead up to the issue are vital!
2. What was the issue that you observed?
   • This might also seem obvious but, in the case of certain issues such as with materials a detailed description of what you are seeing is essential!
3. What did you expect to happen?
   • We get some pretty funny answers to this question, but in some situations like in the case of material issues we do not know what the product should look like and we rely on your description to help us understand this.
4. PIDs
   • Product IDs (PIDs) Are essential if the issue is related to a product. Often this is when editing one of your own submitted products, but occasionally issues occur with products you derive from. Sometimes it is a problem with the product itself or it could be a problem with how Studio is interacting with the product. Either way a PID is extremely useful when troubleshooting and is one of the first things we ask for when looking into issues involving products.
5. Files
   • If you encountered a problem while import an FBX or any other source asset file such Cal3D (XMF, XSF, XAF, XPF, XRF), Image files (PNG, JPG, etc.), or a project file from the Classic Client (CHKN), sending us the file is extremely useful when troubleshooting.

How to report an issue when you cannot run IMVU Studio

Unfortunately there are times when Studio may not load or run and you cannot access the ‘Report a Problem’ feature. Fret not! When this happens the log files that are sent when you ‘Report a Problem’ are still available and can be emailed to us. Here is what to do:

• On Windows navigate to the AppData > Roaming > imvu-studio folder. A convenient way to this is by typing in the File Explorer address bar the following: %userprofile%\AppData\Roaming\imvu-studio
• On Mac navigate to the Library > Logs folder. To do this you will need to select the Go menu item in the Finder menu bar and while pressing the Option key select Library from the drop down and then navigate to Logs
• Locate the two files named:
  • imvu-studio.log
  • imvu-studio-last.log
• Email the two files to studio@imvu.com