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  3. Ashes of Creation

How do I submit game logs and diagnostic files?

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by Intrepid Studios

There are times in which members of Intrepid Studios staff may request you send your logs to us through our Support team. Note that Support will generally not be providing troubleshooting for you in situations like these. They will acknowledge that logs have been received.

If directed to submit logs as part of the testing process, when making your support ticket please choose the Technical Issue category and then the Log Files Request issue type. 

 

Game Logs

The Intrepid Launcher generates log files that we can use to identify issues that may arise during the installation or patching process of Ashes of Creation. 

  • The Launcher log files can be found here:
    %localappdata%\Intrepid Studios\Launcher\

The Ashes of Creation game client generates log files that can help track down crashing or connectivity issues. 

  • The game log files can be found here:
    %localappdata%\AOC\Saved\

 

To submit these log files to Intrepid, you will need to do the following:

  1. Right-click on Start mceclip2.png and select File Explorer
  2. Paste the appropriate location into the address bar (from above)
  3. Right Click on the Logs folder
    1. WIndows 10 - Select Send To > Compressed (zipped) folder
    2. Windows 11- Select Compress to Zip
    3. This will create a Zip file in the same folder
  4. Create a support ticket or reply to your current support ticket with the Zip file that was generated

 

 

Windows Diagnostic

Windows DirectX allows users to export system information that includes GPU and GPU driver information, as well as audio and other system details. This information can help narrow the cause of game client client crashes. 

 

To export this information, do the following: 

  1. Press the Windows Key mceclip2.png + R to open the Run window
  2. Type DXDIAG and click OK
  3. Once the program loads and the green bar fills, click on Save All Information
  4. In the Save As dialog box, choose a location to save the file, such as Desktop
  5. Enter a file name, such as DXDIAG.TXT
  6. Press Save
  7. Create a support ticket or reply to your current support ticket with the Zip file that was generated

 

When submitting your log and diagnostic files with your ticket, please provide specific information as the issue you are experiencing so that we can better assist you.