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Reporting a Problem
The fastest way to get a problem fixed is to send a report from the launcher right after it happens, then open an issue that says roughly when you sent it.
Settings › Feedback › Send feedback. It goes to the admins of the server you play on, who see it next to what the server saw at that moment, with your logs if you agree.
- Good or Not great.
- What went wrong? Tick any: Couldn't join a match or a friend, Lag, or things out of sync, Lost the connection, The game crashed or froze, "Different version of the game", Couldn't sign in, Something else.
- Anything else? Who you played with and what you were doing help a lot.
- Send my logs too (on by default). What's sent lists each file, and lets you look inside it.
- Send.
The activity bar shows the upload; Thanks! Your report is with the server's admins. means it arrived. If it fails, Try again, or Without logs. Closing the launcher while a report is still sending asks whether to wait; if you don't, it's sent the next time you start the launcher.
Replies: the admins can answer a report. Their reply shows under Settings › Feedback › Your reports, and a notice says when one comes.
On the community network, the launcher's Support page writes to its admins about anything, not just one game: a question, a problem that keeps happening, something about your account. Tick the game's or the launcher's log to send it too (hidden as below first). The admins answer on the same page; the launcher shows a notice, and the game's overlay tells you, when they do. Your messages are signed with your identity, so only you can read the conversation.
After a game where something went wrong (a crash, a refused sign-in, a failed join, "a different version of the game"), and about once a week after a normal online game, the launcher asks How did that go? when the game closes. It doesn't ask after a run of a few seconds (Steam and Ubisoft Connect start the game, close it and start it again), and asks only about a session that ended in the last two hours. At most once a day. Don't ask again, or Settings › Feedback › Ask me how my games went, turns it off.
While a beta feature is on, the launcher sends the game's full log by itself each time the game closes, without asking, hidden as below. These go to the admins apart from your own reports (they don't count towards your reports a day). Turning the betas off stops it.
From 0.4.5 the game writes what it crashed on to bl-tracing.log: a line from hooks::crash with the error, where in the game it happened, and what was on the stack. Send a report straight after a crash, so the log with that line goes with it.
When the server sees something go wrong in your game (a join that failed, your connection dropping, the game restarting in a match), it can ask for the 15 minutes of the game's log before it, at most once an hour, never the whole log, hidden as below. It's part of the game's diagnostics: Settings › Feedback › Send the game's diagnostics to the server turns it off.
The report can include:
| File | What it is |
|---|---|
bl-tracing.log |
The client's log of your last game |
bl-tracing.prev.log |
The game before that |
launcher.log |
The launcher's log |
checklist.txt |
The Status card's checks |
server-summary.json |
Which server, version and settings |
bl-dataversion.txt |
Only if you turned it on in Settings › Advanced |
Before anything leaves your PC, the launcher hides:
- your user folder (it becomes
C:\Users\<user>); - your PC's name and Windows account name, wherever they appear (your in-game name stays whole, even when your account name is part of it);
- your internet address, IPv4 or IPv6 (the last two numbers of an IPv4 address become
x.x; the server's own address and local addresses stay).
Only the admins of the server you send it to can read it.
Open an issue and pick the form that fits:
| Form | For |
|---|---|
| Game or launcher problem | The launcher, the overlay (F5), saves, stats, crashes: anything on your PC |
| Can't join, host or stay connected | Joins that fail, invites that never arrive, being dropped from a match |
| Running your own server | The installer, Docker, a reverse proxy, the coordinator or its admin UI |
| Idea or improvement | Something new, or better. On the community network you can also send it from the launcher: Roadmap › Suggest a feature or improvement |
| Game research | What you've worked out about the game's protocols or data |
Include:
- When it happened, with your time zone (or in UTC). Connection problems are found by matching what your game saw with what the server saw, so the time matters most.
- Which server (the launcher's server card), and your launcher version (bottom left of the launcher).
- What you did, what you expected, and what happened. Exact messages: Copy details in the activity bar copies them.
- Who else was involved, for a join or an invite, and whether they sent a report too.
- That you sent a report from the launcher, and roughly when.
If you attach bl-tracing.log or launcher.log to a public issue yourself, read them first: they can contain your Windows user name, your PC's name and your internet address. The launcher's report removes those for you; attaching by hand doesn't. Where they are: Files and Folders.
Never in a public issue. Report them privately, as SECURITY.md describes.
Running your own server? Its logs: journalctl -u 5th-echelon -f (Linux installer), or server.log.json next to dedicated_server.exe (Windows). See Server Troubleshooting.