In some cases to resolve Tech issues, our agents will need to take a look at some of your game and system logs to identify where a problem is occurring. This article will review the different kinds of logs, how to find / send them, and what we'll use them for.
DxDiag
This a built in (to DirectX) reporting tool that's used to submit information about your graphics/audio cards. Generally, we will use this to look at your hardware specs, driver dates, and other factors that may cause crashes, poor performance, or inability to run the game at all.
Getting a DxDiag
To get a DxDiag report, hit the "Windows" key (next to left ALT). From here, simply type "dxdiag". You should see an icon called DxDiag appear. Click the "Run Command" option near the icon to proceed.
From here, you'll see the following:
At the bottom, click Save All Information to save this into a .txt file report. After that, attach it to your ticket and we'll take care of the rest!
MSinfo
This tool gathers information about your computer and displays a comprehensive view of your hardware, system components, and software environment, which we can use to diagnose computer issues.
Getting an MSinfo log
To get an MSinfo log, hit the "Windows" key (next to left alt). From here, simply type "msinfo". You should see something called "System Information" App. Click the System Information App to continue.
From here, you'll see the following:
On the top left, under File, select Export and save the text file to any location. Afterwards, just attach the text file to your ticket and we can review it!
G3 Logs
These are game logs that have specific events related to launching the client, running anti-cheat, crashes and events from gameplay itself. In some cases, we may ask for these to review specifics about a bug or crash you experienced or any other abnormal behavior in gameplay.
Getting G3 Logs
To get a g3 log, hit the "Windows" key (next to left ALT). Type "File Explorer" and click on the app of the same name. Once here, you'll have an Explorer window open that looks like this:
In the navigation bar (in the red box above), enter %localappdata%\g3\Saved\Logs
This will show you a list of the most recent session logs for Spellbreak. Attach the most relevant one (the closest time stamp to which you experienced the issue at hand) and we'll be able to analyze the logs and diagnose your issue!
Getting logs for issues involving launching Spellbreak
Note: These logs will only be helpful if your client is failing to launch entirely or if you’re seeing an Easy Anti Cheat (EAC) error message.
- Open a File Explorer Window
- In the navigation bar, type “%appdata%\EasyAntiCheat”
- Attach a copy of the .log file in this directory as well as any in subfolders contained in the main EasyAntiCheat folder.