[BUG] Report a bug tool does not work

Report a bug tool from the "help" chatbox doesn't do a thing.

I'm on a fully updated Mac with Chrome Version 123.0.6312.87 (Official Build) (arm64)

Agree. From PC with Chrome.

You might have an extension installed that prevents the code from loading. After you click the report bug option from the Help tool, it takes a little time for the code to fully load, depending on your connection speed.

With all extensions disabled the bug tool still doesn't load. I do however see an error in the dev console:

"Invalid 'X-Frame-Options' header encountered when loading 'https://www.chess.com/': 'ALLOW-FROM intercom-sheets.com' is not a recognized directive. The header will be ignored."

And a few deprecation warnings about third party cookies that will be blocked.

I waited for some code to load, it just does not happen.

It assuredly doesn't work. I'm on a Samsung A33 5G with Firefox.

Don't say "clear your cache" and other such dodges. You folks have a real problem here.

Between the OP and me, there's a pretty drastic difference in access methods, and we're both having the problem.

Sorry if I seem testy, but I just typed a long, detailed bug report on 2 issues to Support email, which for a handicapped person is hell, only to have my email rejected in favor of this non-working method.

It can take me an hour to type something that you can blast off in a few minutes.

I am not pleased.

I just tested on Firefox, Chrome, mobile Chrome, and Edge and the bug report tool launched on all platforms. 

It can sometimes load slowly, so you shouldn't navigate away from the page or refresh to give it time to load. How long it takes depends on your connection.

No, it appears and then simply blows away by itself. I do nothing to give up or navigate away. This is mobile (Android) Firefox.

And I have an excellent connection. And I went back to the Help button after each disappearance. I tried 5 times.

And when it does finally work - if it ever does - it had better allow me to copy in my entire email contents that I spent an hour writing with my hand problem, and not be like most bots that accept very little and don't understand anything that's not on their little list.

Under the old system, I always got quick support. This situation is starting - for the first time - to make me feel uncomfortable about being here. I need to know that Support is there for me.

The main support software the site uses has changed to a different provider and there are some differences in how it works compared to the old one. They're still tweaking processes, so it should get better as they get more familiar with the capabilities.

The bug report option is the same as it was, but now is behind the initial dialog in order to launch it.

I don't want to sound rude, but the "works on my machine" argument is not very valid. The reality is that several people are complaining that it doesn't work. They can't all be wrong about that. I can do a screen recording with the developer tools opened for reproduction if you like. Maybe that might help to reproduce stuff. But then I need an email address to send it to. Since I'm a software developer myself I can offer to help trying to reproduce things in other (more technical) ways if that is desired.

It's a couple of different devices and multiple browsers. The most likely issue is there is something on the clients where it's not working that is interfering with the bug report code loading. Whether that's some plug-in/extension in the browser or some type of of security software (antivirus, firewall, etc) is hard to say. It's also possible there's some weird OS/browser interaction preventing the bug report tool from loading (I'm on Windows and Android on mobile).

A capture of the console during the process might help, though the bug report code is third-party and staff might not have baby options to modify anything themselves.

I'll see what I can do. I disabled antivirus, firewall and browser plugins. The tool starts loading then *poof* disappears, just like what other people report. I assume Chess.com is paying license fees for the third party tool that would include support.

I am seriously reconsidering my diamond subscription because the number of issues impacting the player experience seems to be increasing. Even during the Covid + Queens Gambit crazyness overall performance as I perceived it was better than current. It gives the impression that focus has been on new features rather than preventing and fixing bugs. Of course I only have an outside view on the software/app/website/business, but that is my perception as a user.

Regards,

mvl

Chess.com user since 2009, and currently a bit disappointed

Couldn't have put it better. Some important bugs have now been there for years! The product now is not the product I once decided to pay for :-(

This is the console log when I try to open the error reporting tool. A few deprecation errors about cookies that will be blocked, but that doesn't worry me a lot. The invalid header (marked in bold below) does worry me. I assume that `intercom-sheets.com` is the third party tool provider. That invalid header error seems to occur at exactly the moment that the tool that started loading disappears.

User-agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/123.0.0.0 Safari/537.36

• frame-modern.c0f94495.js:1 [Intercom] Launcher is disabled in settings or current page does not match display conditions
• /forum/view/help-support/bug-report-a-bug-tool-does-not-work?page=1#last_comment:1 Third-party cookie will be blocked. Learn more in the Issues tab.
• /forum/view/help-support/bug-report-a-bug-tool-does-not-work?page=1#last_comment:1 Third-party cookie will be blocked. Learn more in the Issues tab.
• /forum/view/help-support/bug-report-a-bug-tool-does-not-work?page=1#last_comment:1 Third-party cookie will be blocked. Learn more in the Issues tab.
• /forum/view/help-support/bug-report-a-bug-tool-does-not-work?page=1#last_comment:1 Third-party cookie will be blocked. Learn more in the Issues tab.
  report-a-bug:1
• Invalid 'X-Frame-Options' header encountered when loading 'https://www.chess.com/': 'ALLOW-FROM intercom-sheets.com' is not a recognized directive. The header will be ignored.

By the way, I think you are using Sentry, at least for the front end. You might be able to find some more clues in there.

Some additional logging from the trace. I masked my ip address for privacy reasons, but there is a Unix timestamp and some other information in there that might help your engineers to identity my request and see if there is more logging at your side.

fl=522f103
h=www.chess.com
ip=***.***.***.***
ts=1712226836.335
visit_scheme=https
uag=Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/123.0.0.0 Safari/537.36
colo=AMS
sliver=none
http=http/3
loc=NL
tls=TLSv1.3
sni=plaintext
warp=off
gateway=off
rbi=off
kex=X25519

Intercom isn't the bug report tool but is related to the help menu/dialogs, help pages, and creating support tickets.

@156iris156 the behavior is that the help dialog will go through a loading animation after clicking in Report a Bug, it unloads, and then a short time later you should get the bug report code overlay.

I might install mobile Firefox to test later, to see if there's some security feature on that could be preventing it from loading.

The loading animation looks like a kind of progress bar in the top of the chat window? Because that starts moving to the right and then all of a sudden everything disappears. And the bug report code never loads (at least not visibly). Even after waiting for several minutes.