So refunds are long over, and I kept my Pro license, to see how things progress. While I appreciate a lot of physx bugs fixed U5, I think the QA/support is still lacking.
Since first version U5, I reported that Assetstore Sort by Purchases is broken. A QA staff got back after some time, and said all bugs as they know are fixed, and that’s that. So even now after 6 major releases, it is still not fixed.
The last two releases, the Assetstore download is broken, the download goes more than 100%. Reported and still not fixed.
My project faced an issue where the Library folder has millions of files, after a month of reporting, the QA says this is not Unity problem, and it is my problem instead.
Unity library generates millions files in Library folder, and it’s my problem, not Unity?! And since when deleting the Library folder will misbehave when there is meta files now? Does the QA know anything? After a few months, another QA tested and confirm it is occlusion culling that generates the file. Reported Since 4 April, and no known fix date.
I also reported that water reflection is broken in U5. I noticed the issue is known since March, marked as fixed, but still not fixed after a few major releases
It seems that my tickets are answered in one batch every couple of months. Tickets are not answered a few months, then all answered at once.
That’s false information. I delete my Library folder in various projects almost daily so I can downgrade to old versions of Unity again and work on stuff. It causes no problems whatsoever.
But no, I don’t think that pro users get any better support. You probably just got unlucky and got a particularly clueless QA guy. Or they were having a bad day.
Your repro directions are not actually repro directions, you’re basically just saying you have too many files and cant delete them, twice. ‘I have lots of files. Windows won’t delete the folder. Fix it.’ isn’t helpful.
You probably would have got a better response if you would clarify what your project contents are that might have led up to you having “millions” of files in your library. I don’t think I’ve ever had a project over 60,000 files and it was enormous. My tighter project directories stay in the 10,000 range. The support guy is actually just assuming that you’ve put your GI cache in the library folder and suggests moving it out if it is indeed there, but he has no clue if you do or not since the provided information is so vague.
I’m a pro user and reported a few valid bugs but they didn’t get fixed for several months. I think what often happens is a bug will get reported, reproduced, confirmed, prioritized and finally fixed when appropriate. Eventually the various reports that lead up to that bug being produced will all be connected and flagged as resolved. Bug severity, report volume and current features being worked on can all be factors in when something gets fixed.
My guess - and that’s all it is - is that bug reports made by Pro installs are queued ahead of bug reports made by free installs. That would mean that the first step in the chain happens more quickly, but there’s a lot of variation in the rest of the process.
I’m not sure having a higher level of support was a part of the deal… a little better visibility to & with other Pro users was though, and I’m not sure that has happened yet here on the forums.
Besides that, I believe the deal was we would see more Pro “service” oriented features… perhaps that was a mixup as service and support could be considered similar?
The pro bug prioritization certainly happens. When a bug is filed, we give it a rating on the server based on how much information is supplied (description, project, screenshots) from 1 to 5. Our priority to pick up these bugs is as follows:
Pro rating 5 > free rating 5> pro rating 4 etc.
Thus meaning that if you are a pro user and submit bugs with less info than a free user, you will be behind him in the queue. And that queue is bottomless with all the users we have, many of which do not give us much info to go on in the reports. Last time we made a thorough pass we found 13% to be valid.
Support is a completely different matter. It is a paid package, you get a different ticketing system and you get direct conversation with an SLA with our support staff. That is a very different thing from a bug report.
Did you manage to solve the problem with your folder?
Just a thought here, but wouldn’t exposing this rating to the reporter make sense since then they would know they have not provided enough info and could amend the report to be more helpful?
Should I report that as a bug?
@QA-for-life
What exactly is prioritized? Checking out the bug reports or actually fixing the bugs?
I’ve reported a bug a year ago (Unity 4) which is now on the second page of the most voted active issues on the issue tracker. Seems to be a trivial fix, yet it wasn’t fixed.
Does it make sense to report it again with Unity 5 Pro to:
Update the report to show that it’s still an issue with Unity 5
My guess is probably not – people would get feelings hurt like the OP when they have misunderstandings or have an OS problem or some other problem that is either under-informed or poorly documented but they would not only blame Unity like the OP they would furthermore feel a sense of persecution by exposing that their issue was not a ‘5’ all the time right?
Even as a pro user I understand the need for them to have internalized processes.
Yup, just look at answers. There is a portion of the community that gets upset when you tell them there is not enough infomation for a relevant answer. Or reject their question for a dozen other reasons.
The thing that’s prioritized is QA checking out the incoming report and either closing it or actually turning it into bug. Once it is marked as bug, it makes its way to the issue tracking, and then it’s up to developers to prioritize the bugs however they want.
No, that will only get closed as a duplicate of the original and add to our work.Voting on that bug IS the right way and we DO look at those bugs with a lot of votes. It still doesn’t mean we get to fix them, for many many reasons.
Since the bug is already confirmed, that will not do anything.
I think here lies the problem. Unity is a tool for developers, there are certain things that QA doesn’t get it, and it will never be made known to developers. Some of the bugs are minor and easily fixed, I presume the developers are never made aware of them. E.g some of items here
As far as I know the rating is automatic (at least, it was like that for a long time). If you kept your description as short and descriptive as possible, you got a lower rating. I would be surprised if that automatic rating algorithm realizes you actually have created a reproduction somewhere else.
That bug was actually assigned to dev 3 weeks before that forum thread was started. QA might have not communicated that properly, but I assure it’s really rare that QA won’t ask dev about the bug if his and user’s opinions differ.
Usually we simply try to help out user ourselves and save dev’s time, but if it’s something outside of our knowledge we add devs into discussion.
No, we don’t as we can’t easily verify a link and it can be changed after the report.
The limits are quite low, so even with short description it’s quite easy to full fill the one for highest rating.
We are planning to add rating in the bug reporter, so that user can know if he’s missing something.
