SL Crashes and LL Support

Clear the Cache. 3 days of log in, crash, log in, crash, freeze. Finally I did the live chat, because there is no Phone Number for tech support, and there really should be, because then someone could have easily given me the suggestion to Clear Cache. I did the Live Chat with Iaim Linden, who seemed to be helpful, I guess...told him exactly what was happening and that I've checked everything and no matter where I log in, it's a serious crash, freeze, black screen. After about 20 min of typing back and forth Iaim Linden suggests I fill out a Ticket and submit it. I said the Only issue I have with that, is it often takes 10 days or so for those Tickets to actually get looked at and have someone get back to me. So Iaim Linden said he would 'escalate it' which he did, and he said I "WOULD" hear from someone within 48 hours or less, and I did...but here is what I got back.
We have solved your issue

Solution:Hi there

Thank you for contacting Linden Lab support regarding your crashing SL viewer.
Some bad cache files might be causing the crash logger itself to crash.

It's best to try clearing out your cache files, uninstalling Second Life, and reinstalling.

If you are having problems deleting the cache via the viewer then you can try deleting it manually by using the search function in your operating system and search for Second Life. The folder should come up containing the installed files. Search for the cache folder and delete its contents.

Also make sure you have the latest graphics drivers installed graphics card to coincide with the latest release of second life.

Hopefully this should alleviate the problem.

Best regards

Chris

Linden Lab Support

This is my Question though...................This is what I don't understand.
How come
Iaim Linden, who works in the "live chat" to help people with things like this. WHY
couldn't he have said..."Go ahead and submit a ticket....but I also suggest Clearning
your Cache, that usually helps"

I guess having great customer support and tech support would
really make a Huge difference...instead of people having to Wait
for a response, that Most LIkely they already just figured out on their own,
or someone else suggested.

In my case, no one seemed to have a solution. I uninstalled, reinstalled
and then finally Cleaned all my files up...as a last resort.
That did it.
That worked.
After I finally got back into SL to do what I do in SL...thankfully
right on time....THEN I get the suggestion to clear cache.
Iaim Linden had said "You will have to submit a ticket, and then someone
will contact you, and tell you how to Send some Files or something"
Ok....
I think all of those on Live Chat should know this and suggest it in cases like this.
Just suggest.....still submit the ticket...but hey....in 5 minutes I could have had everything
up and running, by a well trained 'live chat support person'
instead of waiting 48 hours to hear something that Anyone at Linden labs
could have informed anyone else about.
Meanwhile
The Grid is great (laggy) but great....and now for all those others having the
same issue
Clear your cache.
ALL OF THEM!
on the Game AND on your computer.....
that's the ticket
yeah....

Odd. I always imagined that LL support had some kind of troubleshooting decision tree, or (better) a "case-based" matching system. In fact, why wouldn't something like this be in the knowledge base? (Do we have to do *everything* for them? Who's paying whom here, anyway? Hmmm... and why am I so bitchy today?)

But it's even more disconcerting that "clear cache" isn't almost a prerequisite to the Live Chat button for viewer support issues. It so often fixes problems that answers in this forum often start with "I assume you've already tried clearing cache and deleted all the app settings files...."

Come to think of it... what would be the downside if the crash-logger automatically deleted the cache once it's done logging a crash? Or at least offered that as an option at startup after a crash? Wouldn't catch all the non-crashing reasons to wipe the cache, though.

And then there's the deeper question of why the cache is left in some undetectably corrupted state anyway.