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Reporting Wwise Bugs

The Launcher includes a Bug Reporter that you can use to report problems to Audiokinetic. Audiokinetic appreciates all bug reports, and members of our team read and evaluate all such reports. However, we normally do not respond to bug reporters directly.

[Note] Note

If you would like to request personalized assistance through a support ticket, refer to Audiokinetic Support for details on the supported versions of Wwise and our support plans. To submit a support ticket, you will need an Audiokinetic user account.

To report a bug:

  1. In the upper right of the Wwise Launcher, click Help > Report a Bug.

    The Bug Reporter opens. The Bug Reporter is a multi-page form that includes various required and optional fields. Include as much information as possible. The first page in the Bug Reporter is the About You page.

  2. Provide the following information on the About You page:

    • If you see the Log in button, click it to log in to your account. You must be logged in to report an issue and select registered projects.

    • (Optional) From the list of your registered projects, select the one to associate with the bug report.

    When finished, click Next. The Description page opens.

  3. On the Description page, provide the following information:

    Text box or list Description

    Issue Summary

    Type a short description of the problem. For example: "Wwise crashes when opening the Project Explorer"

    Product

    Select the product in which you found the bug:

    • Wwise Authoring: The authoring application, including the WAAPI.

    • Wwise Runtime: The sound engine and anything related to the software development kit, including products integrated with Wwise.

    • Game Engine Integration: The Unity and Unreal plug-ins.

    • Other: Any Wwise-related product from Audiokinetic that is not included in the preceding options.

    If you select Wwise Runtime or Game Engine Integration, two additional fields appear on the page: Game Engine and Engine Version.

    Issue Type

    Select the type of bug:

    • Crash or Freeze: The product closes or stops responding for no obvious reason.

    • Malfunction: The product did not respond appropriately to your action. For example, you click a button and nothing happens.

    • Performance: The processing and response speed is significantly sub-par. Try to realistically estimate the expected time for actions to occur. For example, it is reasonable to expect that the conversion of tens of thousands of files takes a lot longer than the conversion of a few dozen files.

    • Other: Any bug that is not included in the preceding options.

    Game Engine

    This option only appears if you selected Wwise Runtime or Game Engine Integration as the Product.

    Select one of the following game engines:

    • Unreal Engine

    • Unity

    • Other: Any game engine other than Unreal or Unity. If you select this option, be sure to include more details in the Steps To Reproduce text box. Include the engine name, version number, and indicate whether the engine is internal to your organization.

    Engine Version

    This option only appears if you selected Wwise Runtime or Game Engine Integration as the Product, and Unity or Unreal Engine as the Game Engine.

    Type the version number of the Unity or Unreal game engine that you are using.

    Unity/Unreal Engine Integration Version

    This option only appears if you selected Wwise Runtime or Game Engine Integration as the Product, and Unity or Unreal Engine as the Game Engine.

    Select the version number of the Unity or Unreal Engine Integration that you are using.

    Wwise Version

    Select the version of Wwise in which you noticed the bug. The list contains all versions currently installed on your machine.

    If you select Other, the Specify Wwise Version text box appears, in which you can type a version that is not currently installed on your machine.

    If you selected Wwise Launcher as the Product, the name of this option changes to Launcher Version and automatically contains the current Launcher version number.

    SDK Platform

    This box only appears if you selected Wwise Runtime or Game Engine Integration as the Product.

    Select all applicable SDK platforms.

    Steps To Reproduce

    Provide a series of steps that a member of the Audiokinetic Support team can follow in order to reproduce the bug.

    What Happens

    Describe the problematic behavior that occurs when users follow the steps indicated. For example, "Wwise closes for no apparent reason."

    Expected Behavior

    Describe what you expect to happen when users follow the steps indicated. For example, "The Project Explorer opens normally."

    Workaround (Optional) If possible, describe how users can avoid the bug.

    When finished, click Next. The Attach Files page opens.

  4. On the Attach Files page, you can optionally include any of the files described in the following table. The only required item is the consent check box at the bottom of the page:

    Option Description

    Include Project Files

    If you selected a registered project on the About You page, select this option to attach most of the project files. When selected, the following additional options are available:

    • Project Path: Browse to the location of your .wproj file so that the Bug Reporter can locate the relevant project files.

    • Include a text file with information about media files: Attach an automatically generated file that provides additional information about the project's media files.

    • Include Profiler Session Files: Attach any Profiler Session files, typically with .txt or .prof extensions, found in your project.

    Include Wwise Anonymous Analytics

    Attach automatically generated tab-delimited data files, organized in folders by Wwise session, which include detailed performance metrics.

    Include Wwise Logs

    Attach automatically generated tab-delimited data files, organized in folders by Wwise session, which include detailed information, warnings, and errors recorded in the Wwise Logs view.

    Include Machine Diagnostics

    Attach an automatically generated text file that contains details about your hardware.

    Include Launcher Logs

    Attach automatically generated Launcher log files.

    Add Attachment

    If you have additional files that might help Audiokinetic Support investigate the bug, click this button to browse to the relevant files.

    I accept that logs and attached files may contain sensitive information

    (Required) Confirm that you agree to provide potentially sensitive information to Audiokinetic Support. The files remain confidential, but it is your responsibility to verify the file contents.

    When finished, click Submit. The Send Report page opens, and a progress dialog appears. Depending on your Internet connection speed, the bug submission can take several seconds to several minutes. When the data transmission is complete, the dialog turns green and you can close the Bug Reporter.