Wednesday, November 14, 2012

How to Report an Offline Region

If a sim crashes, or if Linden Lab performs a "rolling reboot" of the grid, it usually only takes 5-10 minutes for the sim to come back online. If you discover that your sim has been offline for more than a few minutes, Linden Lab may need to be notified of the problem. They have a special support queue just for offline region notifications, and they usually handle them within an hour.

If you are an estate manager on one of our sims, you have the ability to file these support requests on your own, which should be helpful if I or one of my estate managers is offline.

How to file a support request:
  1. Go to the Second Life web site and click Login.
  2. Enter your username and password, and then click Login.
  3. Once you're on the Dashboard page, click Help > Support.
  4. On the right side of the screen, click Submit a Support Case.

    If you don't see the "Submit a Support Case" link, you should see a "Contact Support" link instead. Click Contact Support, and then on the next page, click Submit a Support Case. You can also try this link right here.
  5. On the Submit a Case screen, select Land & Region under "What type of problem are you having?"
  6. Under "Land & Region," select Report an offline Region.
  7. Under "Please provide the region name," enter the complete, correct name of the sim.
  8. The "If there is any additional information" box is required, for some reason. Just type anything there, so long as it's polite!
  9. Scroll down and click Submit.
  10. You will get an email immediately, indicating they have received your support request. You will also get an email once they have resolved the problem.
If you are unable to contact Support, please let me know!

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