Is there a particular reason why the are taking an extra long time? Any reason why one onpened on the 19th of last month has gone this long without any sort of response?
support ticket as in mailing the support or a bug report posted through the bug tool?
on the later, I don’t think that you are meant to receive any kind of mail etc, at least I didn’t other than mentioning that I shall reopen those that are still valid for the new version
I received a request for followup information on a ticket I recently opened. Unless you’re opting for paid support then be patient.
Haven’t you posted multiple threads on your ticket issue? I seem to remember another one recently. If so I don’t think that’s necessary, and would likely result in someone moving your free support request back to the bottom of the pile.
I have in a wish to have a better response times on tickets and Fyi paying for pro licence also pays for support to a certain extent, so support is not free. My ticket I have emailed support@unity3d.com multiple time and no email response at all and I know they get it because the email shows on the ticket. Anyway free or not free is irrelivent since the ticket in question has 10 minutes of video showing how a KEY feature of pro is broke in 2.5.1 and I do mean a key feature which has to do with utilizing .net 2.0 libraries and c++ plugins. So you are suggesting that it ok for a fundamental reason for anyone that’s owns pro and uses plugins just say oh well they will get around to looking into broken importing when they get around to it. How is that even acceptable
That is like upgrading your bios with the new version not supporting your memory, would you be keen on the manufacturer ignoring your ticket on the issue for weeks? I certainly hope not. I know you probably don’t care about this type of issue but the majority of my current work is depending on carbon bundle extensions, c++ extensions and .net 2.0 libraries. ThAt 1 ticket spans 8 projects right now and I haven’t created 8 tickets since they all have the saMe issue in common.
Your idea of free support doesn’t match mine.
This isn’t free this is costing weeks of production time. All I want is a simple answer as to why. And weeks later no answer to emails, no answer to messages in forums no answer on ticket so in weeks simply no answer and my question is why.
I’m a Pro licensee holder. I don’t expect to be entitled to better support than an indie user unless I pay for it. I guess you are right in that my idea of free support doesn’t match yours.
Then again, my ideas on why it’s not good forum etiquette to post multiple threads on the same issue in different forum subtopics doesn’t appear to match yours either. :roll:
Also while I am at it, did you know that the Data folder is considered the application root while you are using the editor to build your program but the data folder is \Data when it is built? How about plugins, did you know that while you are building your game or what ever, if you use plugins your plugins while in editor mode is \Plugins\yourfile.dll but when built your plugins are \Data\Plugins\yourfile.dll, how about when you need to run something that requires your plugin because the way it is built to be beside the binary, in editor mode you have to copy the file to your Unity installation (not your game assets, the actual Unity binary folder, then when you build you have to put the dll in the same folder as your game executable?
Did you know when this happens, Unity “thinks” you are moving files when you use files outside the root folder? Dependencies change based on the build location and the editor location, files are not stored in the same directory structure while in Editor mode vs build mode. These are fundamental issues, but at the very least they are not show stoppers just annoyances. I worked closely with Unity on these and we were unable to resolve this architecture since Unity is built to have folders in different locations at different build states (which is not what you want, look at your programming architecture when you build programs in general outside of Unity)
The largest and best feature that is PRO only is the ability to have your own libraries in C++ or Carbon Bundles and use them in Unity, this worked in 1.6, this worked in 2.1, in 2.5 this started to get sketchy and in 2.5.1 I have issues and have documented them, video recorded them, ticketed them. It is the only reason to really own Pro and if that breaks, the question is why and it is either My carbon bundles (which work outside of Unity BTW) my C++ extensions (again work outside of Unity) or my C#.Net 2.0 DLL’s (again they work outside of Unity), so if I can write programs that work with the libraries I build and I supply the original C# project as a whole, a watered down Unity package that that uses the library, 2 x 5 minute videos on how to setup, run and test till the point it breaks, and have this same issue of broken libraries (well again, they work outside of Unity so the libraries work just fine) and Unity just simply Quits, no bug report, no crash report, no nothing, just quits, no way for me to trouble shoot, none, i mean absolutely no way to see where or why it crashes, I should sit idly by and wait weeks if not months for any response to say that it is dieing because of line X in Unity or because Unity doesn’t understand X in my library anymore, that is acceptable?
All I want is simple:
Unity see’s the ticket, puts a message from someone saying that this is a known issue, or that this is an issue they frankly could care less about, or this is an issue that is internal but won’t be fixed, or that this is something that won’t be looked at, or some word, any word, not just “ignore it and it will go away”, it won’t go away, it will just get worse if what “I” think is happening behind the scenes is correct then eventually no plugins will work. I frankly don’t care if they say, sorry zumwalt but we frankly can just ignore you, but here in your ticket we are saying forget this problem and move on.
That at least is an answer, that is customer support to even level 0, you field the tickets, you put into the ticket that someone cares or no one cares, you don’t ignore it for weeks (in one case I had a ticket ignored for almost 3 months and I didn’t bother posting about it in forums or pinging them on the ticket because I wanted to see if you were right in that they will get around to it and to be patient)
FYI that one that was 3 months old, I eventually got a response on it saying that the problem should be fixed in 2.5.1 and to try again, so I tried again and it still isn’t fixed so I submitted more information, their ticket system refused to allow me to attach a new project to the old ticket so I created a new ticket and referenced the old ticket, this was back mid last month also.
All I am asking for is that someone actually “Look” at the tickets, and put a simple response to them as to where they are in queue (like 10,000’th position, 12 years out) or something like a simple message that the ticket just isn’t a priority and no one cares, anything but ignoring them.
Edit:
Because Quietus, one is a wish (stating I would like better support times and why I would like that wish) and one is a question that relates to an answer of why. You have to separate out the wish from the question.
As I think about it you are absolutely right, they have every right to just give absolutely no answer to any support requests, any tickets, and it is bad forum to have a wish in the wish forum and have a support question in the support forum section even though they are related in a manor of speaking one is a question “aka support forum” and one is a wish “aka wish forum”, both have yielded the same result, the wish just sits their in the list of wishes (like it should and typically without response like it should) and the one in the support forum which is a question as to why something is the way it is (which obviously doesn’t belong in the wish section but you are right, maybe it does belong in the wish section on the same thread so that it convolutes up the wish with support questions)
I am wrong I guess, I mean I have been told that if it is a question for support it belongs in the support forums and if it is a wish it belongs in the wish section, The one in the wish section is to show support and reason for the wish, the one here is just to get a simple answer as to why.
I think the topic has been cleared on the wish board, but to save others time to look for it:
Bug Reports are no support requests. They are just what the name states, reports.
The devs will contact you should the require more informations or to inform you that it was fixed or to inform you that a new version is out and you should try to replicate the bug again.
Support is handled through support@unity3d.com , not through bug reporting
FYI: I created this ticket through sending it to support@unity3d.com and both bugs and support tickets land in fogbugz system, they are only differentiated by where they land by the email address.
I have already posted that information in the wish list thread.
I am now working with someone on this issue.
zumwalt:
It sounds like you might benefit from the documentation on Application.dataPath and the example package for Playerpostprocessing.
In general, I recommend against using Unity’s free support for time-sensitive issues. Response time ranges from a day to never. That said, if you think you’ve found a bug you should report it so that it is more likely to be fixed.
I don’t have any experience with the new, Unity Studios-based paid support.
In situations where the problem could be a matter of incomplete documentation or unexpected but reproducible behaviour, the forum and IRC channel are your best bet for free support. For instance, I don’t have any experience with external DLLs, but there are definitely people on IRC who use them regularly. They might have run into and solved the same problems you are experiencing.
I already use Application.datapath and as I had mentioned in the Editor mode the Application.datapath is the root of the assets folder, but in a build the Application.datapath is the \data folder of the build
Playerpostprocessing won’t help either since the other issue I worked with Unity on was the fact I have some 3rd party libraries that require to be along side the binary calling them and in Editor mode it is the one in the Unity application folder vs in build mode it is the one in your application build folder.
Those are merely annoyances though and more for informational purposes since I was covering different states of the editor vs build in my rambling. I have been building things in Unity now for going on 2 years and have been using external libraries in the Mac builds up until now without issues, now in windows and mac I have issues and those are the things I know are issues that is why I posted them.
Thanks though.