To aid our investigation, please include as much information as possible and share details about the steps you have taken. When reporting a crash, make sure to perform the following steps:
- Report every crash when the Crash Report window appears on your screen.
- Collect your log file from the same game session. Please note that the log resets on game launch.
- Submit a support ticket with all the requested files.
Report errors via the Crash Report window
Submitting crashes through this system will provide us with additional information that can help us compare reports from different users to identify the source of the crash and address the problem as soon as possible.
The Crash Report window appears on your screen after a game crash occurs. Please make sure to leave a comment with a description of the problem and your support ticket number as a reference if you have already created a support ticket.
Include log files and save games
Please send us the following files when filing a support request:
- [Game Name].log (text file)
- ZIP file with the contents of the saves folder
- DxDiag.txt
Go to your Windows Documents folder. Here you will find a folder with the name of the game that holds the "[Game Name].log" file. Depending on your folder settings, the .log file extension may not be visible. If you don't see a .log file, look for a text file with the name of the game.
The save files are located in a subfolder with a long number or a combination of letters and numbers. Please add the contents of that folder to a ZIP file.
Creating a ZIP file on Windows 11
- Navigate to where the requested files and folder are located.
- Click to highlight a single file or hold down the 'Ctrl' key for multiple selections.
- Right-click on the selected files.
- Click on "Compress to ZIP file."
Creating a ZIP file on Windows 10
- Navigate to where the requested files and folder are located.
- Click to highlight a single file or hold down the 'Ctrl' key for multiple selections.
- Right-click on the selected files.
- Hover over "Send to" and select "Compressed (zipped) folder."
How to create DxDiag.txt
Press the Windows key on your keyboard or use the Windows search function. Type "dxdiag" and press enter. This will open the DirectX Diagnostic Tool. From the main screen, press "Save All Information" to save a DxDiag.txt file. Add this file as an attachment to your support request.
Submit a ticket
Once you have those files, click here to submit a ticket.
Please attach all the requested files to the ticket to help us troubleshoot as quickly as possible.