The Bug Reports Subforum is used to post bugs encountered while playing.
General Guidelines
- Please try to avoid duplicate posts if someone has already reported something similar (feel free to add to that thread instead).
- Please include steps on what you were doing before the issue occurred and how to reproduce the issue if applicable.
- Please indicate whether you were playing solo or in multiplayer. If you were in a multiplayer session, clearly indicate whether you were the host or client.
- Include a description of your equipped loadout if applicable.
- Add media (screenshots, screen recording clip), where applicable to help us understand the issue. When reporting bugs, F6 screenshots can be a huge help! These screenshots capture important location data that allows our developers to load directly into the exact tile or location where the issue occurred.
Bugs Involving Technical Issues
To better help us identify and fix a bug involving a technical issue, please also include the following when able:
SOUL-#
- If you encounter a crash, a window should pop up with a message related to the crash. Follow the prompts to provide details about what you were doing at the time of the crash.
- After completing this process, an error number will be generated in the format SOUL-123456. Please include this number in your post as it will help us investigate and address the specific issue you're facing.
Log Files
Log files are especially useful for progression stoppers, client vs host problems, and various other issues relating to the game's state. Screenshots are usually enough for small visual bugs like misaligned objects and clipping through things. If the game crashes and you submit the crash report it generates your log file is automatically and sent to us along with the SOUL-#, so no need to send it separately.
If you did not crash and would like to send us a log file for a specific problem, you can contact Support directly and then follow the steps below. If you quit the game after encountering a bug, do these before restarting Soulframe again as the log file resets each time the game boots up.
- Open the Soulframe Launcher, clicking the gear on the top right corner to open the Settings Menu.
- Click the Get Logs button.
- Send the logs from that folder to our Support team, including a link to a bug report on our forums or a brief description of what happened.
To protect your personal information, don't share your log file anywhere public. The log contains some potentially sensitive information including your Windows username, computer name and IP address.