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[Read First] Submitting Bug Reports & FAQ

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Roll20 Dev Team
Roll20 Team
Creating a Bug Report Our first suggestion if you are encountering technical issues is to check our guide to Solving Technical Issues . This should be the first thing you should try if you find you are having problems as it resolves many problems and is frequently requested for a bug report. Additionally, feel free to check out our Common Issues and & FAQs section  to see if your issue is already listed! Bug reports are a crucial part of maintaining Roll20. We want your help in making sure that everything works as it should across a wide variety of setups. If you have found something that does not seem quite right (or does not function as advertised), please let us know by submitting a new post in the Bug Reports Forum. When creating a bug report, please make sure that the issue you are having has not already been reported. We will not delete duplicate reports, but you might be surprised by what things have been discussed and resolved. Using keywords (such as a unique element in a console log) is a good way to find similar bug reports. If you are not able to find anything, please feel free to follow the guidelines in the template below to create a bug report while being as descriptive as possible. Bug Report Template Detailed description of the problem Minimum number of steps to reproduce the problem Description of setup Browser + Version Browser Addons/Extensions Operating System Bug Triage Results Please carefully work through to the first three steps of our guide to Solving Technical Issues : Step 1: Make sure to use the right browser Please check if these issues persist when using both Chrome and Firefox. Step 2: Ensure that there are no extensions/addons interfering with Roll20 Please disable all add-ons/extensions. Step 3: Clear your cache If none of the above succeed in resolving the problem, please thoroughly work through Step 4 . (Don't forget the complete Console Log!) Supplemental Information Including screenshots by using the "Attach a File" link when submitting a post can provide a great deal of information! The more information you can provide, the better able a fix will be reached.
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Edited 1534874146
Roll20 Dev Team
Roll20 Team
Common Issues & FAQs Refund Requests & Gift Mistakes For any and all refund requests or gifting errors, for your security and privacy- please contact us directly at  Team@Roll20.net. WebRTC Issues Please carefully work through our  Audio Visual Troubleshooting  being sure to provide the console log as outlined in  Step 4  from the  Solving Technical Issues  guide. Once complete, please post your results in the  feedback thread . Chat Malfunctions A game's Creator is often able to fix issues with their Text Chat by  clearing the Chat Archive  (note: not  clearing your current Chat Log ). A GM might want to copy/back up the Chat Archive before the Creator clears it. Game does not load If you are having trouble joining your game, it might be an issue with server connectivity. You can keep track of all our servers  here . If you see that the servers are down, please keep checking the site and our  Twitter  for the most up-to-date information on the issue. If you do not believe this is the cause of your problem, please feel free to create a bug report as outlined in our  Submitting Bug Reports Thread ! Unable to find a marketplace purchase This guide on  How to Access Marketplace Content  provides information on accessing any marketplace purchase you own. If you still find that you are having issues, please contact us directly at  Team@Roll20.net.