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Re: Compatibility questions about 8.1.3rc
Posted: Fri Apr 02, 2010 10:32 pm
by x0b
ark wrote:Dennis DeSantis wrote:So our current approach is that only you can know whether or not your specific issue is fixed, and you can only know it by reproducing the exact scenario that caused the problem before.
Well, OK...but.
I'd like to request that you change your policy just a little bit: If someone has reported a bug to
[email protected], and Ableton believes that bug has been fixed in a particular beta, it would be a great service if Ableton were to (attempt to) inform the people who reported that bug that the bug is now believed to have been fixed.
This policy avoids the following scenario:
1) User reports bug.
2) Ableton receives bug report.
3) Ableton does something that they think will fix the bug. It doesn't.
4) Ableton releases a new beta that includes the non-fix.
5) User checks out the problem, sees no change, assumes no action has been taken yet.
6) Ableton does not hear anything new from user, assumes problem is fixed, takes no action.
7) Bug never gets fixed.
I don't think there is any need to tell everyone about every change, but if I report a bug, I would like eventually to hear "We think we fixed the bug you reported on date xxx as issue number yyy. Please check it out and let us know if things are working now."
i completely agree. perhaps ableton should also think about using a service like bugzilla, it would solve a lot of problems (duplicate bugs/users not knowing whether bugs fixed or even looked at/no need for lengthy changelogs...)
Re: Compatibility questions about 8.1.3rc
Posted: Fri Apr 02, 2010 10:41 pm
by posssu
ark wrote:Dennis DeSantis wrote:So our current approach is that only you can know whether or not your specific issue is fixed, and you can only know it by reproducing the exact scenario that caused the problem before.
Well, OK...but.
I'd like to request that you change your policy just a little bit: If someone has reported a bug to
[email protected], and Ableton believes that bug has been fixed in a particular beta, it would be a great service if Ableton were to (attempt to) inform the people who reported that bug that the bug is now believed to have been fixed.
This policy avoids the following scenario:
1) User reports bug.
2) Ableton receives bug report.
3) Ableton does something that they think will fix the bug. It doesn't.
4) Ableton releases a new beta that includes the non-fix.
5) User checks out the problem, sees no change, assumes no action has been taken yet.
6) Ableton does not hear anything new from user, assumes problem is fixed, takes no action.
7) Bug never gets fixed.
I don't think there is any need to tell everyone about every change, but if I report a bug, I would like eventually to hear "We think we fixed the bug you reported on date xxx as issue number yyy. Please check it out and let us know if things are working now."
Great post. This is actually how Apple bugreporting works (at bugreport.apple.com) - you make a through report and a mysterious "engineer" might contact you and ask more information about the bug. After certain public releases you get a mail like you described above: please test if your bug still exists after this release. If it doesn't you can mark the case solved.
Re: Compatibility questions about 8.1.3rc
Posted: Fri Apr 02, 2010 11:01 pm
by taximouse
MAJOR PLUS 1 on this:
I'd like to request that you change your policy just a little bit: If someone has reported a bug to
[email protected], and Ableton believes that bug has been fixed in a particular beta, it would be a great service if Ableton were to (attempt to) inform the people who reported that bug that the bug is now believed to have been fixed.
This policy avoids the following scenario:
1) User reports bug.
2) Ableton receives bug report.
3) Ableton does something that they think will fix the bug. It doesn't.
4) Ableton releases a new beta that includes the non-fix.
5) User checks out the problem, sees no change, assumes no action has been taken yet.
6) Ableton does not hear anything new from user, assumes problem is fixed, takes no action.
7) Bug never gets fixed.
I don't think there is any need to tell everyone about every change, but if I report a bug, I would like eventually to hear "We think we fixed the bug you reported on date xxx as issue number yyy. Please check it out and let us know if things are working now."
Exactly my complaint.
Re: Compatibility questions about 8.1.3rc
Posted: Fri Apr 02, 2010 11:14 pm
by taximouse
I think if a user has been reporting to support a specific problem since July 13, 2009, and its been acknowledged by Ableton that the problem is with the software, the user should be notified if the problem has been fixed.
(i.e. midi-triggered recording that occasionally causes Live to crash)
Re: Compatibility questions about 8.1.3rc
Posted: Fri Apr 02, 2010 11:51 pm
by Dennis DeSantis
Yes, I like the idea.
It may be difficult to achieve in practice, given that we have limited personnel. But I'll bring it up.
Best,