Issue Council Guide & Disconnection Codes

Welcome to some more Star Citizen, today I wanted to do a brief guide about how to use the Issue Council & Disconnection Codes.

Testing Star Citizen and reporting bugs on the issue council is an important part of the Alpha, participation will get you earlier access to PTU builds but also help in the development of the game. But Please remember the Issue Council is for Bugs & not Balance problems, there are appropriate threads about balance and game mechanics on the forums.

Issue Council

You can find in in the Community, Issue Council Section on the RSI website.

It’s worth Taking the tour but let’s walk you thru quickly how to do everything.

Tour – https://robertsspaceindustries.com/community/issue-council

There are 3 Stages of an Issue,

  1. Contribute – where you create reports OR add to reports that have already been found
  2. Prioritize – you can literally up and down vote issues to prioritize them.
  3. Resolve – The Report Will Then Be, Acknowledged, FIXED or INVALID.

Create a Report

To create a report, you must be signed in and you must have access to a game package on your account. Choose if you want to report an issue with the Game, Website OR eventually Spectrum by clicking the appropriate section then:

Click on the “Add Report” button that appears above the listing inside each module.

Choose a concise title for your bug that describes it at a glance, such as “Disappearing Weapons Star Marine”

The System will do a quick search to see if there are any similar bugs, if your bug has already been discovered click on the bug OR the contribute button, then add your contribution to this instead… it all helps.

If it is unique / undiscovered then continue with your report.

DXDiag

Whether you are contributing to an existing report OR adding a new one you’ll need to setup a Computer Profile OR Specifications. The left panel contains the required base fields that measure your computer’s performance. You’ll also need to upload your DXDiag

  1. Hold down the Windows Key and then hit the “R” key.
  2. Enter “dxdiag” in the “Open” text field.
  3. Click on “OK”.
  4. Wait for the text file to be generated.
  5. Click “Save All Information…” and save the file to your computer.
  6. Upload that file to the as your Issue Council Computer Profile.

Completing this page is only required once then it’s on your account, obviously if your Hardware setup changes then CLEARING it and adding it again is advised.

Now enter your issue’s details as well as the steps you would take to repeat the “bug”.

It’s important to take your time and enter as many details as possible while remaining factual & precise. The easier it is for others to reproduce the issue, the more successful your issue report will be. Be concise and accurate your goal here is for others to understand the issue & be able to repeat it themselves if possible

Contributing to Existing Reports

As I said earlier you can contribute to existing issue reports by clicking on the “Contribute” button in the issue report details page. If you feel the report is valid, attempt to reproduce the issue then describe your findings and add relevant media evidence.

Prioritize

Once a report has been Confirmed by the community it can be prioritized,  you can up-vote tickets you want fixed sooner than the others. Down-vote the reports that you feel are not critical.

 

CIG developers are always on the lookout for new high-priority issues. Once they are satisfied that a report is as complete as possible and that the community have voiced their opinion the devs will Acknowledge the report and import it into their internal tracking system. When the build containing the fix is launched the issue report will be set to Fixed.

And that is the basics of the Issue Council, PTU Builds go out in waves & the wave you are in is based on your participation in the Issue Council, not just discovering bugs, but contributing and prioritizing too.

 

Disconnection Codes

https://robertsspaceindustries.com/faq/disconnection-codes

CIG also have a Disconnection Code FAQ to help educate players on how they can better use this information to describe code-related errors in Issue Council.

Important Notes

  • Disconnection codes are symptomatic of something going wrong; they are not true diagnostics that you can use to resolve an issue. A good analogy is when someone is coughing… the cough is bad, but there could be any number of causes behind it. The cough is the disconnect code. 🙂
  • The steps to obtain each Code can be quite different per situation, which is why including precise Steps To Reproduce in the Issue Council is absolutely vital to our tracking the issue down. An example of this would be two friends each getting a Code 20007… while the error code is the same, the causes for each could be completely separate and independent of each other.
  • When entering an Issue Council report, make sure that you add the Code error (if you have one) you get plus a brief description in the subject, such as “Error Code 20007 When Loading Into Crusader”.

Code 10000:

Code 10000 happens when the game client isn’t able to find us due to something preventing the game client from being able to find our servers. These will almost always be an issue that is client side.

Code 10001:

Code 10001 happens when the game client is having issues connecting to the authentication service.

Code 10003:

Code 10003 occurs when the game client can connect to the authentication service but either has corrupted persistence cache data, or is unable to reach the database to get its persistent data.

Code 20005/30005:

Code 20005/30005 happens when a login attempt fails due to invalid data. Many of these can be fixed by doing launcher troubleshooting such as ensuring that the game folder has read and write permissions and running the launcher as admin to generate new login information.

Code 20000/30000:

Code 20000/30000 is our general timeout message. You’ll get this message when your connection to the game server times out, but you’re still connection to the backend platform service is still active. In almost all cases, this is due to an actual game server crash or an issue within the game that can disconnect you.

An internal example of the latter occurred on our QA environment (this never made it to public) when one client would exit the game and all other clients were forcefully disconnected.

Code 20003/30003:

Code 20003/30003 is a version mismatch which occurs when the server checks the version of the game installed and finds that there is an older version of the client. The way to resolve this is to Verify Files or, in very rare situations, fully reinstall the game.

Code 20004/30004:

Our matchmaking service contains several different rules to assign clients to servers. This response occurs when the matchmaking service puts someone into a server that is full.

In most situations, the service should not assign you to a server that is already full, but we’re finding edge cases where this gets returned. We’ll continue to isolate, identify, and fix these as they come up.

Code 20007/30007:

Code 20007/30007s occur when the game client receives information that it isn’t expecting. A good example is when a bad asset in the game exists, such as when we discovered that Cutlasses were disconnecting all clients on the internal QA server because of an invalid ID.

Code 20008/30008:

Code 20008/30008 is defined as an authentication error. This infrequently can mean authentication in terms of your account ID and password, but for the most part indicates a backend data mismatch.

Code 20009/30009:

Code 20009/30009 occurs when someone successfully connects and authenticates into a game server but times out when verifying the session.

We hope this small insight into code errors has been helpful in understanding the nature of these disconnect codes and how it can help you provide more accurate information to Issue Council reports.