Roll20 uses cookies to improve your experience on our site. Cookies enable you to enjoy certain features, social sharing functionality, and tailor message and display ads to your interests on our site and others. They also help us understand how our site is being used. By continuing to use our site, you consent to our use of cookies. Update your cookie preferences .
Create a free account
This post has been closed. You can still view previous posts, but you can't post any new replies.

[Read First] Submitting Bug Reports & FAQ


Edited 1662665493
Roll20 Dev Team
Roll20 Team
Creating a Bug Report Our first suggestion if you are encountering technical issues is to check our guide to Reporting a Bug . 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. For more in-depth troubleshooting you can also review the following help center articles: Roll20 System Recommendations Graphics Performance Troubleshooting Network Connection Troubleshooting Video and Voice Chat Troubleshooting Bug reports are a crucial part of maintaining Roll20. If you have found something that does not seem quite right (or does not function as advertised), please let us know by submitting a request via the following channels: Help Center Request  -- Guaranteed visibility and engagement by Roll20 support staff who will assist however possible. Also best method for any issues involving Personally Identifiable Information (Payments, credit card, account recovery, etc.) Community Bug Reports & Technical Issues Forum  -- Great for community contributed assistance and help. Roll20 staff makes efforts to engage but cannot guarantee every topic will receive a response. Other 3rd party tools -- Occasionally we may direct feedback or bug reports to specific areas (such as a forum thread, product portal, survey, etc.) when we believe it is beneficial. Typically this is for high visibility items where we need specific tools to efficiently prioritize reports and feedback. 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 Reporting a bug : 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 provide the following information: Detailed description of the issue Results from steps 1-3 Step by step reproduction instructions Your computer settings Web browser name and version Operating system If javascript is enabled If hardware acceleration is enabled List of any browser addons/extensions enabled Console log from the moment you accessed the page through when the issue was encountered For information or help on gathering console logs, please check our guides included below: Submitting a console log in Firefox Submitting a console log in Chrome 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.

Edited 1662665659
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 . WebRTC Issues Please carefully work through our  Video and Voice Chat Troubleshooting . If you are still encountering issues, please submit a bug report following the instructions above. 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 via our help center .