Feedback tracker failure


https://forum.reallusion.com/Topic553646.aspx 		Print Topic | Close Window

By blindman - 2 Years Ago
I reported an issue with the curve editor
The agent  replied with a suggestion for an IK selection in the motion layer panel, which had nothing to do with the curve editor problem as the solution they gave, was already engaged with the problem still present
When I responded pointing out that it took a month to get an ineffectual response, They doubled down responding with the same IK motion layer panel  solution then closed the Issue, without ever properly investigating, let a lone solving the problem.
What's the point in having a feedback system if your operators ignore the issue or fail to investigate properly, and close the bug report out because they don't want to deal with it 
By Peter (RL) - 2 Years Ago
Hi...

The Feedback Tracker is intended for reporting bugs, glitches and also to make suggestions and request new features.

However, it seems what you were looking for was one to one support and the Feedback Tracker is not designed for this.

For one to one support, and for more urgent issues, please always contact our Technical Support department using the link below. They will try to help and be able to answer your questions.

https://www.reallusion.com/CustomerSupport/UserEx/QForm.html
By blindman - 2 Years Ago
Peter(RL)
I was NOT looking for one to one support and to suggest such is disingenuous. The issue was clearly a glitch of some description which you admit is covered by the feedback tracker.
if you read the report, you must have  ignored the part where I stated the curve editor issue occurred after I  updated to 8.41. With updates being one of the main sources of "Bugs and Glitches" it's reasonable to assume that's this what it was. Also previous updates have been known to reset user set defaults without warning. For example one update turned off the "Auto clip extend" 
I always wait several weeks before updating to allow the Bugs to get sorted out. I also always read the notes on updates before updating, and I've never seen any warnings to users an update may reset settings. So after double checking all my user defaults and setting to make sure I reported the issue
This is about Reallusion operator NOT addressing the issue reported, then  taking umbrage about feedback about not doing so, then closing the report un investigated. Not about me not knowing the difference between tech support and bug report
So don't try gaslighting me. 
By Peter (RL) - 2 Years Ago
My point was simply that the the Feedback Tracker is for reporting non-critical issues which are looked at and get a basic status update afterwards. In your case, you were not happy with the update you got in the FT so I was advising you to contact the Technical Support department who can help you further. Of course you don't have to if you don't want to. It's entirely up to you.

So to be clear, it's not about "gaslighting". It's simply pointing you in the right direction to get further help if you want it. :ermm:
By blindman - 2 Years Ago
Pete(RL)
First. Please point out in any of  my comments where I say  I was "UNHAPPY" with the update. 
I was reporting a loss of function after an update. not even close to what you claim I said
When a function stops working after an update that is potentially  a bug. Hence the bug report, and technical support is not going to help with that.  Other than maybe raise a bug report.
The issue here is about getting a response  from the feedback staff that had nothing to do with the reported issue. and your trying to blame me for that.  "that is gas lighting"
You've been kind enough to give me advise, let me return the favour  Don't make claims about statements I never made. and don't insult my intelligence with blatant deflection,
By Peter (RL) - 2 Years Ago
blindman (7/17/2024)

What's the point in having a feedback system if your operators ignore the issue or fail to investigate properly, and close the bug report out because they don't want to deal with it 


These are your exact words. You seem unhappy to me. :crazy:
By blindman - 2 Years Ago
Didnt see the word "Unhappy"
Your making a subjective determinations about both the mental state, and implication on a statement from  someone you've never met, and unless your a either a Psychiatrist, or a psychologist
are ill advised to do,  In order to justify a objective failure to deal with a quantifiable problem
The evidence shows a direct question was asked about a specific topic,  and the answer did not address the specific topic, That's called obviscation. When pressed to answer the question the operator terminated the conversation and closed the report. A complete  lack of professional standards by a reallusion operator. 
My mood had /has nothing to do with the facts.  and your only recourse is trying to twist an objective fact into a subjective feeling.
By 4u2ges - 2 Years Ago
According to a screenshot you presented, Molly correctly addressed your issue.
You are trying to modify keys in IK Effector section, which is not active by default and becomes active only when you switch a particular joint into IK mode in Motion Editor.
You have to refer to FK Transformation section at the top of the Tree section in Curve Editor in order to manipulate bone related curves.

https://forum.reallusion.com/uploads/images/53c1838c-c67e-412a-9a73-8222.jpg

But it's a real shame that we still do not have updated Curve Editor manual.
What we have online, is a 6 years old manual for iClone 7.
A new IK Effectors section and few other enhancements were added while CE was integrated into iClone 8.
There is no reference or explanation of any kind for those.
It confusing a lot of users trying to figure out how it works on their own.