When submitting a ticket, there are some things that can be included that will help our team identify and fix an issue. This may save some time in waiting for messages back and forth between you and the Support staff.
A description of the Issue
- Please describe what the issue is and how it occurred. Please include any steps you were doing before it happened 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.
- 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.
Log Files
Log files are especially useful for progression stoppers, client vs host problems, and various other technical issues relating to the game's state. You can attach these logs directly to your ticket for us to analyze.
Note: If you quit the game after encountering an issue, do these before restarting Soulframe again as the log file resets each time the game boots up. If you already have restarted Soulframe please reproduce the issue before sending the logs.
You can obtain the game logs by using the steps below:
- 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.
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.
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 ticket as it will help us investigate and address the specific issue you're facing.