¶ Troubleshooting Guide
This guide will help you to determine if your error is; a Roll20 issue, a compatibility issue, a VTTES issue, or data corruption.
You MUST do these steps prior to getting live help.
¶ Confirm your Environment
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Confirm your issue is not already covered in the Known Issues or FAQ
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Confirm you are using either Chrome or Firefox. While other browsers may work you must confirm if the issue occurs in the supported browser.
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Confirm your browser is using the most current version.
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Confirm VTTES is up to date. (check the VTTES Discord server
#announcementschannel) -
Use CTRL + F5 to reload the game.
¶ VTT Enhancement Script (VTTES)
¶ Testing Incompatibility
- Disable extensions (including Tampermonkey) and CTRL + F5 the Roll20 session.
- Redo the behavior that created the error (if possible).
- If the problem or behavior you are attempting to resolve remain, your issue is not part of betteR20 & VTTES and should be reported to Roll20.
- Enable all extensions excluding betteR20/VTTES and then and CTRL + F5 the Roll20 session.
- Redo the behavior that created the error (if possible).
- If the problem or behavior you are attempting to resolve remain, your issue is not part of betteR20 & VTTES and should be reported to Roll20.
- Disable the extensions, excluding VTTES (Tampermonkey should be disabled), and then CTRL + F5 the Roll20 session.
- Redo the behavior that created the error (if possible).
- If the problem or behavior you are attempting to resolve do not occur, your issue may be an issue with VTTES
¶ Check for Corrupt Data
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If the issue occurs again, choose a different (preferably new) D&D 5e game and enter it and see if the issue persists. If the issue does not persist, your issue is likely a corrupted betteR20 configuration file.
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Trying connecting with both Chrome and Firefox (and their private modes) to see if the problem is a setting problem.
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If the issue doesn’t persist, delete cookies and close & restart the browser
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If the issue persists:
- Uninstall the VTTES extension
- Remove the betteR20 script from Tampermonkey
- Uninstall the Tampermonkey Extension
- Then close and restart the browser
- Reinstall VTTES (see VTTES installation)
- Reinstall betteR20 (see betteR20 installation)
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If that doesn’t work your issue needs to be reported to the developer team.
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You will need to document the reproduction steps, and provide any console errors.
¶ To provide console errors
Press F12 or Ctrl+Shift+J
Make sure theconsoletab is selected. The messages that are in red are the relevant ones.
Screen shot those.
Connect to the 5eTools Community Discord
¶ Support Form
VTTES Discord server has a set of rules of that must be followed listed in #issues. Take your error, fill out the form listed in #issues and post it in the #issues-and-support-discussion channel.
**ISSUE**: a brief summary of the issue
**STEPS**: the reproduction steps need to reliably generate the issue(s)
**BROWSER**: what browser and the version of the browser you are using
**PATREON USERSCRIPT**: are you using the userscript? If so, what version?
**EXTENSION(s)**: what extensions are you running when the error presents.
**CONSOLE**: attach the screen shots of the console error message(s)
¶ How to Fill out the form
¶ An example step-by-step
(for someone reporting that an adventure is incomplete after importing)
From chrome I access my roll20 D&D 5e game
I enter the game as the GM
All the characters have a `TK` box next to them
I click upon the Film icon next to page toolbar
I copy my animated video link `https://www.yootube.com/watch?v=eTD0WWFIDAg`
It reports that its an invalid URL despite it working on YouTube
NO animated background results where it should be playing
From the description we can identify lots of things that can help the user have a better experience than they were before. Also, it helps us identify spelling & simple typo issues (which you’d be surprised by how often that occurs)
Make sure you test if your issue occurs in a supported browser.
Only Chrome and Firefox are officially supported.
You can report issues that occur in other browsers, but you must state what the results were with the supported browsers. THEN state the issue and your the browser you are using, and that you understand it is not supported.
Specify your versions
Saying “current” often doesn’t mean you are. You knowing and stating your version does.
Declaring you have the “current version” doesn’t mean you are using the current version. It most often suggests you are making an assumption, and that you didn’t read or completely follow the troubleshooting.
Stating the version indicates that you’ve checked and confirmed such.
You may use a browser detection site to check if what you’re using really is up to date.
The only offically supported extensions are VTTES, uBlock Origin, Tampermonkey, & Beyond20.
The known in compatibilities are listed in VTTES Discord server #known issues channel
¶ To provide console errors
Press F12 or Ctrl+Shift+J
Make sure theconsoletab is selected. The messages that are in red are the relevant ones.
Screen shot those.
Connect to the VTTES Discord server#issues-and-support-discussionchannel
¶
¶ DISCLAIMER:
This tool is meant for use in your own campaigns. It should only be used on campaigns with content that you legally possess. Even if using it only on your own previously uploaded content, the use of this tool may still be against the Roll20 Terms of Service.
Justas and VTTES are not affiliated with BetteR20, 5eTools, the Norr Group, and Roll20 and is developed independently.