How to use the Fairphone public software bug tracker

 

Introduction

To log and monitor software bugs and feature requests, we use the public bug tracker. When you are not familiar with a bugtracker, we will guide you via the instructions below.

It considers software bugs for Android 7. If you are not running Android 7 yet, please update



Preparation

You can report any software related problem with your phone in the bug tracker but it needs some preparation.

 

Identify bug

First, make sure you encountered a bug. Use the troubleshooter to eliminate other possible causes such as corrupt apps or SIM cards

Second, you have to collect some information on your bug to use the bugtracker.

An easy bug to identify is one that is always there for you to see, like a typo in a menu.

Another easy bug to identify is one where you can reproduce the issue by following simple steps. Example: "If I turn Airplane mode on, my device shuts down."

If you cannot figure out what triggers a bug to appear, try to get the following information:

  • The exact behavior of the phone (e.g. "I randomly cannot connect my phone to any WiFi connection")
  • Its frequency (e.g. "This happens to my phone twice a day.")
  • How you react to it (e.g. "When this happens, I work around it by restarting the device.")


New feature

If you want to suggest a new feature via the bugtracker to our developers, that is possible! Make a clear description of the feature: the behavior it should have and how it should be implemented.



Navigate the bug tracker

The principles of the bugtracker:

  1. See if your issue is already logged and described. If so, you can:
    1. See if there is a fix or workaround published
    2. Add with one vote that you also encounter the described bug
    3. Subscribe to the described bug to get updates
    4. Add your own workarounds or information that is not mentioned
  2. If not, you can add your bug with description
  3. Our software developers monitor and prioritize the issues and communicate updates or progress.

 

Check listed bugs

To see if your bug is already logged and described:

  • Browse the list of bugs currently in the system
  • You can also use the search field in the top left corner
  • You can also filter the issues using the options on the left side.


Your bug matches a listed bug

Great! You can now read the description and see the activity around the issue.


Add information

You need to create an account (or log in) to interact on the bug tracker.

Once you are logged in, you can do many things:


Up-vote the issue

This is how you say "Hey, I noticed this too!"
Click on the counter left of the issue title. Once your vote is registered, the counter will increase by one unit and the box will change color. If you click again, you cancel your vote.

up-vote-issue.gif


Leave a comment

To add your voice: scroll all the way down to the bottom of the page and leave a comment.
Be concise. If you don't have anything new to say, there is no reason to add a comment. Drag and drop for the text fields work for images. You can use third-party services like Dropbox or  Google Drive for text documents.


Watch the issue

If you want to be notified about any activity, you can also decide to watch (or follow) the issue. You do this by clicking on the button to the right.
Note that if you leave a comment you are automatically added as a watcher as well.

watch-issue.gif


Log a new bug

In case you could not find the issue in the list, create a new one:

  1. Log in or create a new account
  2. Click on the ISSUES icon on the left column menu
  3. Click on the green + NEW ISSUE button on the top right side
  4. Fill in the required information.

You see three drop-down fields right underneath the title field. You can use the first and the last to specify the issue type and severity. The one in the middle is not currently in use.

Drag and drop for the text fields work for images. You can use third-party services like Dropbox or  Google Drive for text documents.

new-issue.gif


Severity level

If you log a question or feature request, go for "Not applicable".

If you are dealing with a bug instead, choose one of the following:

  • Cosmetic - Good for typos, wrong color schemes, odd icons, etc.
  • Has workaround - Something is keeping you from using the device properly, but you found a way around it. In this case, don't forget to tell us about the workaround!
  • No workaround - Something keeps you from using the device properly, and you have not found a way to work around the problem.


Prioritization of bugs and feature requests

Your vote, listing, and description help our software developers prioritize:

  • Bug or feature request - In principle, bugs will be given higher priority than feature requests
  • Severity - The value of the Severity field is taken into consideration
  • Number of upvotes - The number of upvotes gives us an idea of how many users are affected by the problem. The more upvotes, the higher the priority.
  • Feedback from business partners - The Fairphone 2 has been for sale both on our website and through reseller partners. These partners have their own ways of collecting feedback from their users, which is then relayed to us.
  • Likelihood of finding a solution - When the software team plans the workload for the upcoming release, they also take into consideration the likelihood of finding a solution to a specific problem (or feature request) in the allotted time.


Issue statuses

To keep track of the history of an issue, we use the values of the "Status" field.
The current status of an issue defines which team inside Fairphone is monitoring it.

The Tech Support team does the early triaging of the issue. Once the bug or feature is confirmed, the ownership passes to the Software Development team.


Tech support ownership

  • New - The issue was created by an end-user and is still fresh. No action has been taken yet
  • Needs info - The situation is not clear, which means that more information or hard data are needed
  • Rejected
    • If dealing with an alleged bug, it cannot be replicated nor confirmed
    • If dealing with a feature request, it has been deemed not feasible
  • Duplicate - The issue is a clone of another pre-existing one
  • Confirmed - We collected enough information to address the request.


Software development ownership

  • Selected for investigation - When this status is reached, two important things happen:
    • One of the developers takes ownership of the issue
    • The investigation into a solution/implementation begins
    • If the investigation is taking too long or seems to reach a dead end, the issue might go back to Confirmed or even Rejected
  • In progress - The developers work on a fitting implementation of the fix or feature. If something goes wrong, the status might be changed back to either Selected for investigation or Confirmed
  • Ready for testing - The fix/feature is included in a public beta release, for end-users to test and give feedback on. If the feedback received during the beta testing phase is not positive, the status changes to Confirmed.
  • Fixed - A public release including the fix or feature is ready. Update your software!
  • PostponedThere is a delay in pushing out the fix/feature that doesn't have anything to do with the fix/feature itself. In other words, the fix or feature is in a good state, but something else is blocking the release. The issue will stay in this state until it can be pushed to either another beta - Ready for testing - or a public release - Fixed.


Conclusion

You should now feel comfortable navigating the bug tracker. If not, feel free to get in touch with our customer support.