Course: CSCI 1400
The Master Playbook
Scenario 1: The Mysterious Memory Leak
Initial Response
- “We’re sorry to hear about the issues you’ve been experiencing. We understand how frustrating this can be, and we’ll help you resolve this as quick as possible.”
- Find when it happened, any other apps running, any modifications to the game
Technical Troubleshooting
- Confirm that the player is on Windows 11
- Ask the player for their game log files & task manager before crash
- QA team should try to reproduce the issue
- Run game on Windows 11, monitor RAM usage
Resolution
- Provide the player with temporary fix
- Lower graphical settings
- Restart the game often
- Isolate what was added in the last update that causes the memory leak
- Release a hotfix to fix the memory allocation issue
- Give the player something to compensate them, such as in-game currency
Prevention
- Do memory profiling before each new release
- Potential for automated regression testing
- Implement ways to rollback in case of another issue
Knowledge Base Article
- “Performance Issues on Windows 11 After Patch {{patch}}”
- Issue description, affected systems, temporary workarounds, steps to report logs, status on upcoming fix
Customer Follow-Up
Hi {{player name}}, Thank you for reporting the issue with memory usage. We’ve found the issue and are actively working on a fix. In the meantime, you can try this to minimize your issues: {{temporary workarounds}}
For your trouble, we’ve added {{compensation}} to your account. We’ll update you when a fix is live.
Best regards, {{support team}}
Scenario 2: The Account Migration Mayhem
Initial Response
- “We deeply regret the distressed caused by the issue and we understand how important your progress is to you.”
- Assure that a fix is coming
Technical Troubleshooting
- Check their logs for errors
- Confirm their progress on Steam and CloudCraft
- Confirm the user’s credentials and 2FA setup
Resolution
- Restore progress with backups, verify/credit items if no backups
- Complete the migration manually
- Monitor the account for future issues
Prevention
- Make sure migrations are secure before updates on prod
- Make the logs more clear for errors in migration
- Automated rollback for failed migrations
Knowledge Base Article
- “What to Do if Your Progress is Missing After Account Migration”
- Guide to report issues, FAQs about account linkage, contact information for support
Customer Follow-Up
Hi {{player name}}, We’ve restored your progress and items. You can now access your account with all your previous data intact.
We’ve also compensated you with {{compensation}} for the inconvenience. Please let us know if you have any further issues.
Best regards, {{support team}}
Scenario 3: The Networking Nightmare
- Apologize for the issue
- “We’re sorry about the disconnects during raid battles. We know how crucial these events are, and we’re committed to resolving this issue.”
- Collect logs, times, and ISP details
Technical Troubleshooting
- Analyze server logs for packet loss during raid events
- Investigate the network for server hops and impact on PNW players
- Simulate the issue with different ISPs in the affected region
Resolution
- Reroute traffic to bypass network hops, optimize server-side logic for raid battles
- Provide updates on fixes for the affected players
- Grant affected players raid keys or other in-game rewards
Prevention
- Monitor server traffic
- Work with ISPs to prevent bottlenecks within regions
- Implement fallback routing for high-priority content
Knowledge Base Article
- “Disconnects During Raid Battles: Pacific Northwest Players”
- Explanation of the issue, steps to report, temporary workarounds
Customer Follow-Up
Hi {{player name}}, We’ve identified the cause of the disconnects and are working with our network partners to resolve this issue. For your inconvenience and patience, we’ve compensated you with {{compensation}}.
Thanks for understanding, {{support team}}
Scenario 4: The Vanishing Inventory Bug
Initial Response
- “We’re truly sorry about the inventory loss. We understand how valuable these items are and we will work to recover them.”
- Gather details about the trade and the affected items
Technical Troubleshooting
- Review the trade logs for missing items
- Restore items from the last backup
- Identify the cause of the timeout during the incident
Resolution
- Manually restore missing items to both players
- Resolve the database timeout error
- Offer the affected players a bonus for the inconvenience
Prevention
- Improve transaction logging & redundancy
- Conduct stress-testing for trading updates
- Automate backups for issues like this
Knowledge Base Article
- “Resolving Missing Inventory Issues After Trades”
- Steps to report missing items, FAQs, expected timeline for resolution
Customer Follow-Up
Hi {{player name}}, We’ve restored your missing items and resolved the issue that caused the loss. As an apology for your losses, we’ve compensated you with {{compensation}}.
Thank you, {{support team}}