Hi, My last issue was marked resolved, but it is now. Please help me, we still can't play the game. It crashes all the time. I have a very upset boy here. I paid extra for the game and nobody helped to resolve the issue.
Please suggest some solutions.
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@unknown: Please read the following carefully.
You appear to be looking for a Mojang customer support site that will work directly with you to solve your problem, something that's a common practice for other software (especially business software). However, there is no such Mojang customer support site.* Instead, Mojang mostly relies on community members to support each other using the Minecraft Discord, which is operated by Mojang as a place for that to happen. There are also other sites for customer support not affiliated with Mojang, such as the MCPE subreddit on Reddit.
However, in your case that's not where you should look for help, because your problem is caused by a bug The bug tracker (this site) is the correct place to get help with bugs, so you were correctly sent here, but you have several misconceptions about how this process works.
You're expecting an immediate solution to your problem (at least I think you are). Bugs are not that easily solved. Fixing a bug almost always takes a week even for severe bugs, and most bugs take weeks or months to fix.
You're expecting us to know, or be able to find out, how to fix it. Like the Discord, the bug tracker is staffed by community volunteers, not Mojang employees. Most of us are current or former developers at other companies, or people who've done coding for work or school. We understand or can guess how the game works internally, but we don't have access to the actual code. What we do is predict what kind of information the developers will need to find and fix the problem, and try to add that (or get you to add it) to your report. That is, we are the bridge between non-technical customers and the developers. But we don't interact with the developers ourselves, we just pass your valid reports on to them after we've added value to them. We also identify when multiple people are reporting the same bug, and we combine them to give the developers as much relevant information as possible.
Given the preceding, you might now reasonably expect us to be asking you for more details so we can provide them to the developers. However, because in this case the game is crashing, a different rule comes into effect: When the game crashes, it automatically captures the important information about the cause and transmits it to Mojang over the internet. Doing this ensures that no important information is forgotten, and also that serious problems will be reported even if the customer does nothing to report them. This so-called "back-channel" bug reporting doesn't involve us on the bug tracker at all; these reports go directly to the developers, who will work on them as soon as they have an opportunity.
So you see, the problem you're having will be worked on by Mojang as time allows, and there's nothing more you (or we) need to do. We just need to be patient. We resolved your original bug report as Invalid, and will do the same with this report, because bugs that result in crashes do not need to be reported through the bug tracker.
Moving beyond the immediate issue, I assume you bought a second copy of the game in hopes that doing so would solve this problem. I can't speak for Mojang, but I imagine that under the circumstances they would work with you to arrange a refund. (Obviously, since we aren't Mojang employees here we have no access to your account or financial transactions between you and Mojang, so we can't help you with that. I think the appropriate place to ask is Mojang Customer Support.)
* I believe the reason Mojang doesn't provide interactive customer support is that:
Minecraft is just a game, not software that supports critical functions, so temporary problems are mere inconveniences; and
Minecraft's sale price is half that of most other modern games, and unlike them Mojang doesn't even charge for updates, so operating a customer support center big enough to support 200 million players would simply be much too expensive.
@unknown: Please read the following carefully.
You appear to be looking for a Mojang customer support site that will work directly with you to solve your problem, something that's a common practice for other software (especially business software). However, there is no such Mojang customer support site.* Instead, Mojang mostly relies on community members to support each other using the Minecraft Discord, which is operated by Mojang as a place for that to happen. There are also other sites for customer support not affiliated with Mojang, such as the MCPE subreddit on Reddit.
However, in your case that's not where you should look for help, because your problem is caused by a bug The bug tracker (this site) is the correct place to get help with bugs, so you were correctly sent here, but you have several misconceptions about how this process works.
You're expecting an immediate solution to your problem (at least I think you are). Bugs are not that easily solved. Fixing a bug almost always takes a week even for severe bugs, and most bugs take weeks or months to fix.
You're expecting us to know, or be able to find out, how to fix it. Like the Discord, the bug tracker is staffed by community volunteers, not Mojang employees. Most of us are current or former developers at other companies, or people who've done coding for work or school. We understand or can guess how the game works internally, but we don't have access to the actual code. What we do is predict what kind of information the developers will need to find and fix the problem, and try to add that (or get you to add it) to your report. That is, we are the bridge between non-technical customers and the developers. But we don't interact with the developers ourselves, we just pass your valid reports on to them after we've added value to them. We also identify when multiple people are reporting the same bug, and we combine them to give the developers as much relevant information as possible.
Given the preceding, you might now reasonably expect us to be asking you for more details so we can provide them to the developers. However, because in this case the game is crashing, a different rule comes into effect: When the game crashes, it automatically captures the important information about the cause and transmits it to Mojang over the internet. Doing this ensures that no important information is forgotten, and also that serious problems will be reported even if the customer does nothing to report them. This so-called "back-channel" bug reporting doesn't involve us on the bug tracker at all; these reports go directly to the developers, who will work on them as soon as they have an opportunity.
So you see, the problem you're having will be worked on by Mojang as time allows, and there's nothing more you (or we) need to do. We just need to be patient. We resolved your original bug report as Invalid, and will do the same with this report, because bugs that result in crashes do not need to be reported through the bug tracker.
Moving beyond the immediate issue, I assume you bought a second copy of the game in hopes that doing so would solve this problem. I can't speak for Mojang, but I imagine that under the circumstances they would work with you to arrange a refund. (Obviously, since we aren't Mojang employees here we have no access to your account or financial transactions between you and Mojang, so we can't help you with that. I think the appropriate place to ask is Mojang Customer Support.)
* I believe the reason Mojang doesn't provide interactive customer support is that:
Minecraft is just a game, not software that supports critical functions, so temporary problems are mere inconveniences; and
Minecraft's sale price is half that of most other modern games, and unlike them Mojang doesn't even charge for updates, so operating a customer support center big enough to support 200 million players would simply be much too expensive.