Apple’s Bug ReportMacIT 894

Mike Boylan Systems Engineer

Pittsburgh, PA

MacIT 894

Who am I?• Systems engineer for

Robert Morris University in Pittsburgh, PA

• Core University infrastructure, telephony, “The Mac guy”

• @mboylan on twitter • Pittsburgh politics & Volvo

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Session Disclaimer“Session presenter does not work for Apple, and although the practice of filing thorough bugs with Apple has benefited his organization immensely, he cannot guarantee the same for any other company or organization. Responses to bugs and impact assessments are handled at Apple’s discretion on a bug-by-bug basis.”

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Software has bugs

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How to identify

Does the behavior you’re seeing seem unexpected and/or odd?

Is the behavior you’re seeing different from that in previous versions?

Are you able to repeat the behavior under a particular set of circumstances?

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When you notice a bug in an Apple product, you should file it.

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Why you should file

Bug reports provide a direct communication path to Apple product engineering. Bug reports allow Apple to help you*.

!

*But should not be used in lieu of AppleCare enterprise support

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But should I file...?

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Should I file a bug...

For “trivial” issues? Yes!

For an issue that only happened once? Maybe!

For something that seems obvious? Yes!

For something that someone else filed? Yes!

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“If an issue does not exist in bug reporter, it does not exist.”

Apple Engineering Mantra

!

Source: WWDC 2013 “Maximizing Apple Development Resources” session

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How?

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http://bugreport.apple.comYou must be a registered Apple developer at any tier to login (can be free).

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Other fileable itemsFeature/enhancement requests

Requests for updates to, or expansions to, product documentation

Security exploits and vulnerabilities

User interface or usability related items

Power and/or performance issues

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Let’s go on a tour!

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Available categories

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You can even file bugs about bug reporter from within bug reporter...

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Bug reporting basics

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Bug reporting basicsUse a descriptive title

Be thorough, precise, and accurate

Include as much information as possible (logs, screenshots, etc.)

File one report for one issue

File as early as possible

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File as early as possible

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File as early as possibleFi

x Pr

obab

ility

Seed 1 Seed 2 ... Last Seed GM Seed 1 Seed 2 ...

Current ReleaseFuture Release

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Components of an Apple bug report

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Report Title

Problem Details

Reproducibility

Configuration Information

Additional Enclosures

Report components

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Report Title

Problem Details

Reproducibility

Configuration Information

Additional Enclosures

Report components

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Report Title

“Sells” your issue to Apple engineering

Be clear and succinct

Should stand on its own

Bonus points for including product name and version number(s)

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Report Title

Sample titles:

iOS 7 | Siri & Navigation | Beginning navigation while locked doesn't override screen sleepiOS 7 | Siri | Location information shows wrong distance

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Report Title

Problem Details

Reproducibility

Configuration Information

Additional Enclosures

Report components

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Description

Steps to Reproduce

Expected Results

Actual Results

Regression?

Problem Details

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Description

Steps to Reproduce

Expected Results

Actual Results

Regression?

Problem Details

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DescriptionExpand on your title

Tell Apple what is wrong, in summary format (but be thorough and descriptive)

Why is this a problem?

Include exact error message text

Limited to 3,000 characters here

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Description

Example (15073676):

When attempting to save the Installer Log from the Installer Log window in the OS Installer, the save window defaults to root's home folder. When attempting to save there, a message is displayed that "You don't have permission to save the file at that location."

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Description

Steps to Reproduce

Expected Results

Actual Results

Regression?

Problem Details

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Steps to Reproduce

Assume Apple knows nothing about issue

Use numbered list to describe step-by-step

Attempt to anticipate questions

Don’t leave out anything -- Everything and anything could be important and relevant

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DescriptionExample (15073676):

1.) Download OS X Mavericks from the Mac App Store

2.) Boot into the installer and begin installing OS X Mavericks

3.) Open the Installer Log

4.) Wait for the install to finish

5.) Press the button to Save the log

6.) Observe that the location defaults to root's home folder

7.) Try to save the file

8.) Observe the error message that is attached. "You don't have permission to save the file at that location."

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Description ImprovedExample (15073676):

1.) Download OS X Mavericks from the Mac App Store

2.) Boot into the installer and begin installing OS X Mavericks <- How?

3.) Open the Installer Log <- How? From where?

4.) Wait for the install to finish

5.) Press the button to Save the log <- What button? Where?

6.) Observe that the location defaults to root's home folder

7.) Try to save the file <- How?

8.) Observe the error message that is attached. "You don't have permission to save the file at that location."

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Use a ScreenshotExample (15073676):

!

!

!

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Description

Steps to Reproduce

Expected Results

Actual Results

Regression?

Problem Details

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Expected vs Actual Results

What do you think should have happened?

Why do you think x should have happened?

Critical piece of information

Apple may disagree with you

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Expected vs Actual Results

Example (15073676):

Expected Results:

The Save dialog would default to somewhere where the permissions allow writing, such as the root of the soon to be boot volume.

!

Actual Results:

The save dialog defaults to root's home directory, in which the OS Installer environment is unable to write.

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Description

Steps to Reproduce

Expected Results

Actual Results

Regression?

Problem Details

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Regression

Is this something that worked correctly in a previous release?

Include previous version numbers/builds where behavior worked as expected

Include first known version/build number where problem began occurring

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Report Title

Problem Details

Reproducibility

Configuration Information

Additional Enclosures

Report components

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ReproducibilityAlways

Sometimes

Rarely

Unable

I didn’t Try

Not Applicable

} How often can you duplicate the issue?

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ReproducibilityAlways

Sometimes

Rarely

Unable

I didn’t Try

Not Applicable

}}

How often can you duplicate the issue?

Don’t use this

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ReproducibilityAlways

Sometimes

Rarely

Unable

I didn’t Try

Not Applicable

}}}

How often can you duplicate the issue?

Don’t use this

Feature requests

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Report Title

Problem Details

Reproducibility

Configuration Information

Additional Enclosures

Report components

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Configuration Info

Hardware model and version

iOS/OS X version and build

Firmware version

Accessory information (wireless, car, etc.)

Non-default settings/changes

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Report Title

Problem Details

Reproducibility

Configuration Information

Additional Enclosures

Report components

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Additional Enclosures

Give Apple everything you can!

!

Lots of details: https://developer.apple.com/bug-reporting

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OS X EnclosuresAlways include: sysdiagnose, serverloggather, screenshots, video screen captures

Profiles/MCX: sudo defaults write /Library/Preferences/com.apple.MCXDebug debugOutput -2

sudo defaults write /Library/Preferences/com.apple.MCXDebug collateLogs 1

Directory services: sudo odutil set log debug

WiFi: sudo /usr/libexec/airportd debug +AllUserland +AllDriver +LogFile

Profile Manager (for Server): sudo defaults write /Library/Preferences/com.apple.ProfileManager debugMode 3

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iOS Enclosures

Crash Logs: Connect your device, sync your device in iTunes ~/Library/Logs/CrashReporter/MobileDevice/[Device Name]

Console Logs: Connect your device, open Xcode organizer, [your device], Console, Save Log as...

Screenshots: Press and release home and power buttons at same time. Saved to camera roll.

Stackshot logs (performance issues): Press and release one of the volume buttons and home button at same time~/Library/Logs/CrashReporter/MobileDevice/[Device Name]/stacks*

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What happens after I file a bug with Apple?

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“Every time I file a bug with Apple, it just sits there stagnant with no reply.”

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This is good. You provided enough information. Hopefully it will be fixed.

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You can request a status update by e-mailing devbugs@apple.com.

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“Every time I file a bug with Apple, it gets marked as a duplicate.”

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This is still good. Apple uses the # of duplicates as a seriousness indicator.

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E-mail devbugs@apple.com for more information on the original if needed.

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“Apple e-mailed me back asking for more information.”

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This is also good. You might learn of some new debug logging options.

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Reply to Apple as soon as possible to help ensure they don’t run out of time.

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“Apple e-mailed me back saying they’re not going to fix my bug.”

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Sorry :(

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BUG

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Sufficient information

!(No reply)

Duplicate !!

(Reply)

Insufficient information

!(Reply)

BUG

Not to be fixed !

(Reply)

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Recap on Bugs

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RecapAssume Apple knows nothing about issue

File as early as possible & be responsive

Stick to format provided in bug reporter

Be succinct, precise, and accurate

Be prepared to use other resources for urgent issues impacting your business

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Two Recent Examples

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Two-Sided Printing

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10.8

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10.9

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“Engineering has determined that this issue behaves as intended based on the following: !

There is a comment in the code: // check if any 3rd party PDE handles Duplex - if one // is found, send a notification to hide our Duplex UI !

and it is related to Bug ID 4827573: EPSON's CUPS Driver can not Disable Duplex setting of Layout PDE. !

This is done by design.”

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Mavericks Default File Sharing Protocol

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“When you connect from a Mac using OS X Mavericks to another computer using file sharing, your Mac automatically tries to use SMB to communicate. If SMB is not available, Mavericks tries to connect using Apple File Protocol (AFP).” !

HT5884

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Go > Connect to Server = AFP !

Finder Sidebar = SMB

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Engineering has provided the following: !

Choosing Go > Network and then connecting via Finder also uses SMB. This is be a bug [sic] in Finder's Connect To. You can override Connect To by typing smb:// in the URL as well. !

We have filed an internal bug report, Bug ID 16205278. We provide this ID so you can inquire regarding status of the issue in the future. !

It's a bug that will be fixed, so we won't be updating the documentation. We are now closing this bug report.

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One more thing...

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“Submit Feedback” &

“Was this helpful?”

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A new menu option in most new Apple apps that either opens your browser to a feedback page, or opens your mail client.

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Example direct e-mail

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Example web feedback form

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Your feedback goes directly to an internal mailing list at Apple where real engineers and managers read it. You most likely won’t get a response.

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From within OS X Help…

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On kbase articles…

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New VPP is one great example of Apple listening to customer feedback. !

Also, new Device Enrollment Program.

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Thanks! Q/A

!

http://mikeboylan.com/macit2014 @mboylan on Twitter

boylan@rmu.edu