Before opening a ticket: 10 tests that solve half of the problems
Why do screening before the ticket?
Because many WoW problems originate from: -addon
- cache/configuration
- internet route
- Corrupted UI
- confusing playback error
When you test this first, you gain two things:
- Sometimes it resolves itself
- when it doesn't resolve, the ticket gets much better
The 10 tests that solve the most problems
1. Reproduce the issue cleanly
Write down when, where and how it happens.
2. Test without addons
If it disappears, the path is much shorter.
3. Reset the UI
Cache, Interface and WTF are often at the center of many strange problems.
4. Test connection in another scenario
Changing network, hotspot or another time of day helps a lot with lag/route problems.
5. Restart modem/router
It seems basic, but it still solves a lot of things.
6. Close background apps
Overlay, heavy browser, Discord with acceleration, capturers, etc.
7. Check driver and system
Broken or outdated updates are still a classic source of visual/performance bugs.
8. Validate if the problem only happens with one character or account
Helps to separate local bug from more specific case.
9. Test the same issue elsewhere in the game
Sometimes it's not the function; is the situation.
10. Record evidence
Print, video, short and clear text, time, error.
More useful configuration checks
- Right GPU in use
- addon manager not reimporting error
- macro/interface not corrupted
- exaggerated graphical config
- old cache reused
How to record evidence of the problem
A good record has:
- what happened
- when it happened
- what have you already tested
- if it happens without addon
- changes by network, char, zone or combat
Common mistakes when reporting without screening
- open ticket with “does not work”
- don't say if you tested it without addons
- does not say if UI reset
- not knowing how to reproduce
- mix several different problems in the same report
Complete pre-ticket checklist
- Did I reproduce the problem?
- Did I test without addons?
- Did I reset the UI?
- Have I tested network/latency?
- Have I checked the system and apps?
- Did I record evidence?
- Can I explain the failure step by step?
Minimum recommendation
Before opening a ticket:
- do the basic tests
- Register the problem right
- arrive with context
Half of the problems disappear during screening. The other half arrives at support much easier to resolve.
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