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Basic Trouble Shooting

We all have problems occasionally in SL, and need to get them “fixed” so we can enjoy ourselves. This is not always an easy thing to do and requires some troubleshooting. Troubleshooting is not always simple, in fact most times it is a slow process as you eliminate one possibility after another until you find the root of the problem.

First thing to try in almost every case is a relog, you may be surprised at how many problems are solved this way.

Next is to try a different region/SIM. Try a “known” good SIM, water SIMs are generally a good bet (try Hippo Hollow or Cyclops), TP to one and relog there if you still have the problem when you get there.

If you still have the issue, reboot the computer and try again.

Assuming that you still have the problem after following the above steps we suggest looking at the Support section of our Wiki.

The “clear your cache” advice is something we resort to ONLY if the problem appears to be texture related. A full cache is almost always better than an empty one. Clearing Inventory cache when you have inventory loading issues can be helpful. There are occasions when you will not want to clear inventory cache, just your texture cache. This can only be done manually. There are also times when you may need to clear cache manually, do this by opening the cache and deleting the files in that folder. If you want to manually clear cache without effecting inventory cache, avoid deleting any files ending with .inv.gz as files ending in .inv.gz are inventory cache files.

Things to look for when you have issues

In the viewer itself

Cumulative packet loss, found in the Help menu → About Firestorm - on the bottom line of the top section It looks like “Packets Lost: 760/302154 (0.3%)” High packet loss is a very good indicator that you are having network issues, data is constantly being sent from the viewer to the server and vice versa. This data is called Packets. High packet loss is a very good indicator that you are having network issues and reflects the percentage of data that is failing to be delivered to either you or the simulator.

The Statistics Bar (Ctrl-Shift-1, or View → Statistics Bar) is another good troubleshooting tool. Things to look at here are:

  • Under Basic
    • “FPS” Frames per second: The higher the number here the better although most people will not notice any real difference over 20.
    • “Packet Loss”: This shows the realtime packet loss. Lower is better. If it stays high for a long period of time you will experience lower performance.
    • “Ping Sim”: The lower the number the better. This is the time it takes for information to travel between you and the server, lower is better. NOTE: your RL location will make a difference here people further away from the servers will have higher ping times. Generally speaking anything over 300 can be a problem.
  • Under Simulator
    • Time Dilation: The physics simulation rate relative to realtime. 1.0 means that the simulator is running at full speed; 0.5 means that physics are running at half-speed.
    • Sim FPS: The simulator frame rate. This should now always be the same as the physics frame rate – 45.0 when things are running well.
    • Physics FPS: The frame rate at which the physics engine is running. This should normally be at or near 45.0.
    • Pending Downloads: Number of asset downloads to the simulator that are pending. If this is greater than 1, this means that you may see delays in viewing notecards or scripts, and rezzing objects.
    • Pending Uploads: Number of current uploads of asset data pending. If this number is non-zero, this means that there may be performance issues when attempting to teleport.

More information on the statistics bar is available at the Second Life Wiki.

On your computer

The task manager (Windows) can show you what processes are active on your PC as well as the memory use.

There are some applications out there that can help you with troubleshooting as well. Note that you need varying degrees of technical knowledge to use them. Personally, I use one called Net Limiter 2 to monitor bandwidth and what is using it. There is also LogViewer Pro, which will allow you to look at viewer logs. Wireshark is another program that can help you diagnose network issues.

Special Note: We have had several users that were having issues that despite our best efforts we could not help, that reformatted their computers (Windows and MAC) and started off with a fresh install of their OS and then found that Phoenix ran fine. Coincidence? Consider that MOST people with infected PCs do not know that they are, and that an infected PC will have issues.

32% of the computers with AV protection are infected (Source.)

troubleshooting_basics.txt · Last modified: 2013/06/02 08:00 by miro.collas