If you have a problem using Firestorm and/or Phoenix viewers, there are a number of ways in which you can get help. It is strongly recommended that you try the following, in order.
Both viewers have extensive online documentation, explaining the features and how to use them. If there is some feature which you do not know how to use, then please consult the documentation below:
If you have problems with things not working as they should, or are crashing a lot, or being disconnected, etc, then the best place to go is the troubleshooting section of our online wiki. Please consult the respective pages below:
If the above do not provide a solution for you, or you need urgent help, then the best way is to contact one of our several in-world support groups.
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Phoenix Lounge - Some support available; off-topic chatter encouraged; adult.
This is a privately owned group, not owned by the Phoenix team.
Please note, group chat lag can be a serious issue. So when you go to a support group for help, please bear in mind the following:
Please indicate what viewer you are using, and what operating system you are using (Windows, OSX, linux) and which version.
Recent versions of Firestorm and Phoenix both have a checkbox in the English support group chat window: Specify Viewer Type; please enable this to make it easier for the support team to assist you.
Your question may not show up for some time; allow time for it to post, and therefore time for people to see it and respond. Posting over and over is not helpful.
Chat lag frequently results in posts appearing out of order, so rather than post multiple short lines, try to express your issue all on one line, as concisely and clearly as possible.
If your question has an answer on the wiki, you will very likely be pointed to the relevant page; the solution there will be far more detailed than what help can be given in the group.
Please remember that support staff are volunteers, and help out on their own time, without pay. They may not be able to help, but they do try. Be respectful.
Support groups (except where noted) are PG, so please mind your language. While off-topic chat is allowed, it must give way to support issues. No advertising, no hating, no flaming, no drama; no spamming, advertising or begging.
If you believe you have found a bug - or if you were unable to get help from the wiki or in a support group - then please file a report via our JIRA (bug tracker). In order to best help, please supply basic information.
