We get a fair number of people complaining in our inworld support groups about Firestorm. Some people seem to think that this means that their problems are because of the viewer. In some cases people complain from frustration and while we can understand that, it does not help and disrupts the chat which can cause people to not get answers. However some seem to only want to complain rather than get help. To anyone who fits in the latter category I have one thing to say. No one is forced to use Firestorm. You have other viewers available to you, not only Linden Lab’s official viewer but any of the other TPVs (Third Party Viewers) and I wish you all the best while using them.
If you’re still reading this now perhaps you would really like some help rather than just want to complain. If so then please read on.
Others complain about the support that they receive, on our JIRA, our Wiki and in our official support groups inworld. Let’s talk about the JIRA first. We often get a backlog, especially right after we have a release, in there and it may take time to get your issue looked at. Sorry to be so blunt about it but that’s just the way it is. In some cases it takes time for us to figure out just what is going on in your case, and there are some cases where we never can. Differences in computer hardware, operating systems as well as other applications that you have installed that may interfere with the viewer can cause this. Then there are those that complain that the Wiki is too complicated and hard to understand. To you I say come out to some of our inworld classes, we go through a large number of the preferences, menus and features explaining what they mean and do. There is an open question and answer session after our classes when you can ask questions, we will do the best we can to help you understand things and in some cases we can even help you out with issues you may be having. Incidentally we also have some video tutorials up on YouTube, you can find a link to them on the Wiki or in the content menu in the viewer.
That brings us to our support groups. Chat lag is alive and well as anyone who is a regular in there should know. Add people who only want to complain into the mix and it can get very frustrating, for the support team as well as the users asking for help. Please do not come in and do nothing but complain, all that does is make things worse for everyone. State your question as clearly as you can in a single post and watch for suggestions or questions that may help us figure things out and come up with an answer. If you really want a simple way to look for solutions try the troubleshooting page on our Wiki. Common problems that we see, and a few not so common ones as well, are almost always on that page. You can access this page through the help menu at the top of your screen, just click on Troubleshooting. If neither the wiki or the group can help you out I’d suggest dropping by to one of our classes. You might learn something there that helps, and if not ask after the class. Our teachers will do the best they can to try come up with a solution
One more thing I want to point out is this. All of the people on the team do what we do for free. No one from the team makes any money from our work either making, testing or supporting the users. We all do this because we want to improve peoples experience in Second Life. If you simply want to complain do it some place else and let us help those who really want help.