1. #1
    Ubi-Cain's Avatar Uplay PC Developer
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    READ ME: Help us to help you – How to report an issue

    Hello fellow Gamers,

    Often times when we need to seek help it can be unclear what kind of information is needed to identify the cause of our issue, and sometimes what may seem like a simple issue isn't quite as simple as it first appears.

    In this post we seek to provide you with the information you need to help us do several things.
    • It will improve the chances of us being able to help you
    • It will save you and those helping you time and frustration
    • It will help us to discover patterns and solve issues we may otherwise not be able to find


    Probably the most important factor here is to help us reproduce the issue. Chances are the issue you’re experiencing is not affecting everyone, and it hasn’t affected us. So we need to know what’s causing it in order to fix it J

    We know that not everyone is quite so tech savvy, so we’ll try to keep things basic, and if you have any questions feel free to ask and we’ll make sure to clarify them in this thread.

    Below you will find links to cover the various types of info you might be asked to provide.

    Links

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  2. #2
    Ubi-Cain's Avatar Uplay PC Developer
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    READ ME: Help us to help you – How to report an issue

    Hello fellow Gamers,

    Often times when we need to seek help it can be unclear what kind of information is needed to identify the cause of our issue, and sometimes what may seem like a simple issue isn't quite as simple as it first appears.

    In this post we seek to provide you with the information you need to help us do several things.
    • It will improve the chances of us being able to help you
    • It will save you and those helping you time and frustration
    • It will help us to discover patterns and solve issues we may otherwise not be able to find


    Probably the most important factor here is to help us reproduce the issue. Chances are the issue you’re experiencing is not affecting everyone, and it hasn’t affected us. So we need to know what’s causing it in order to fix it J

    We know that not everyone is quite so tech savvy, so we’ll try to keep things basic, and if you have any questions feel free to ask and we’ll make sure to clarify them in this thread.

    Below you will find links to cover the various types of info you might be asked to provide.

    Links

    Share this post

  3. #3
    Ubi-Cain's Avatar Uplay PC Developer
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    The Basics


    When posting an issue on the forums there are a few key things you should always seek to include. These will help us better understand your issue and to rule out some of the obvious/basic issues.

    Description of issue
    A brief description of the issue you are having. Try to point out when the issue started and if you have been able to perform the same action before without seeing the issue.

    Steps to Reproduce
    If this is a consistent issue or if it’s caused by specific actions that you may notice, please mention them. Even if it’s as simple as “I view my library, Click on *insert game* and then click on the “Download” button, then I see an error that says *insert error*

    Images/Videos of Issue
    This is not required, but where you think it might help (Feel free to use your own judgement) you’re more than welcome to include screenshots or videos of the issues you’re having.

    Basic System Specs
    Operating System:
    CPU:
    GPU:
    RAM:
    Connection Speed:
    Connection Type: (Wired/Wireless)
    Controller Connected: (Yes/No)
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  4. #4
    Ubi-Cain's Avatar Uplay PC Developer
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    Oct 2014
    Location
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    390

    The Basics


    When posting an issue on the forums there are a few key things you should always seek to include. These will help us better understand your issue and to rule out some of the obvious/basic issues.

    Description of issue
    A brief description of the issue you are having. Try to point out when the issue started and if you have been able to perform the same action before without seeing the issue.

    Steps to Reproduce
    If this is a consistent issue or if it’s caused by specific actions that you may notice, please mention them. Even if it’s as simple as “I view my library, Click on *insert game* and then click on the “Download” button, then I see an error that says *insert error*

    Images/Videos of Issue
    This is not required, but where you think it might help (Feel free to use your own judgement) you’re more than welcome to include screenshots or videos of the issues you’re having.

    Basic System Specs
    Operating System:
    CPU:
    GPU:
    RAM:
    Connection Speed:
    Connection Type: (Wired/Wireless)
    Controller Connected: (Yes/No)
    Share this post

  5. #5
    Ubi-Cain's Avatar Uplay PC Developer
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    390

    Uplay Logs


    Finding your Uplay Logs

    Your Uplay logs already exist and are generated by the Uplay client so you won’t need any tools to get these.

    These are located in the “logs” folder which in turn is located in the Uplay installation directory. (Default: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\logs or C:\Program Files\Ubisoft\Ubisoft Game Launcher\logs)

    Sending us your Uplay Logs
    You can e-mail them to us at uplaycommunity(at)ubisoft.com and make sure to identify yourself in your e-mail so that we know who the logs belong to. Please note: This is NOT a Support e-mail address. We do not reply to e-mails sent to this address so please include a link to where your original issue is posted for reference.

    Please note that we do prefer you to post your technical issues publicly so that others who might experience something similar can find them, along with whatever solutions we find along the way. Sharing is caring!

    If you're sending multiple logs you can always put them in a archive to make for easy transfer. (You can still attache multiple files via e-mail if you prefer)

    To get an archive (.zip) file of you logs just do the following.


    • Right click on the "logs" folder
    • Go to to “Send To” and then click on “Compressed (zipped) folder”

    • This will create a new file called logs.zip that you can send to us
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  6. #6
    Ubi-Cain's Avatar Uplay PC Developer
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    Oct 2014
    Location
    Malmo, Sweden
    Posts
    390

    Uplay Logs


    Finding your Uplay Logs

    Your Uplay logs already exist and are generated by the Uplay client so you won’t need any tools to get these.

    These are located in the “logs” folder which in turn is located in the Uplay installation directory. (Default: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\logs or C:\Program Files\Ubisoft\Ubisoft Game Launcher\logs)

    Sending us your Uplay Logs
    You can e-mail them to us at uplaycommunity(at)ubisoft.com and make sure to identify yourself in your e-mail so that we know who the logs belong to. Please note: This is NOT a Support e-mail address. We do not reply to e-mails sent to this address so please include a link to where your original issue is posted for reference.

    Please note that we do prefer you to post your technical issues publicly so that others who might experience something similar can find them, along with whatever solutions we find along the way. Sharing is caring!

    If you're sending multiple logs you can always put them in a archive to make for easy transfer. (You can still attache multiple files via e-mail if you prefer)

    To get an archive (.zip) file of you logs just do the following.


    • Right click on the "logs" folder
    • Go to to “Send To” and then click on “Compressed (zipped) folder”

    • This will create a new file called logs.zip that you can send to us
    Share this post

  7. #7
    Ubi-Cain's Avatar Uplay PC Developer
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    Malmo, Sweden
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    390

    Uplay Crash Dumps



    Finding your Uplay Crash Dumps
    Uplay crash logs are generated by the Uplay client whenever you experience a crash so you won’t need any tools to get these.

    If you have experienced a crash these Crash Logs are located in the “crashes” folder which in turn is located in the Uplay installation directory. (Default: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\crashes or C:\Program Files\Ubisoft\Ubisoft Game Launcher\crashes)

    If this folder exists for you then in it will be one or more .dmp files which will contain a host of information that we can use to identify the causes of the crash or crashes.

    Sending us your Crash Dumps
    You can e-mail them to us at uplaycommunity(at)ubisoft.com and make sure to identify yourself in your e-mail so that we know who the logs belong to. Please note: This is NOT a Support e-mail address. We do not reply to e-mails sent to this address so please include a link to where your original issue is posted for reference.

    Please note that we do prefer you to post your technical issues publicly so that others who might experience something similar can find them, along with whatever solutions we find along the way. Sharing is caring!
    Share this post

  8. #8
    Ubi-Cain's Avatar Uplay PC Developer
    Join Date
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    Location
    Malmo, Sweden
    Posts
    390

    Uplay Crash Dumps



    Finding your Uplay Crash Dumps
    Uplay crash logs are generated by the Uplay client whenever you experience a crash so you won’t need any tools to get these.

    If you have experienced a crash these Crash Logs are located in the “crashes” folder which in turn is located in the Uplay installation directory. (Default: C:\Program Files (x86)\Ubisoft\Ubisoft Game Launcher\crashes or C:\Program Files\Ubisoft\Ubisoft Game Launcher\crashes)

    If this folder exists for you then in it will be one or more .dmp files which will contain a host of information that we can use to identify the causes of the crash or crashes.

    Sending us your Crash Dumps
    You can e-mail them to us at uplaycommunity(at)ubisoft.com and make sure to identify yourself in your e-mail so that we know who the logs belong to. Please note: This is NOT a Support e-mail address. We do not reply to e-mails sent to this address so please include a link to where your original issue is posted for reference.

    Please note that we do prefer you to post your technical issues publicly so that others who might experience something similar can find them, along with whatever solutions we find along the way. Sharing is caring!
    Share this post

  9. #9
    Ubi-Cain's Avatar Uplay PC Developer
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    MSINFO Log



    Finding your MSINFO Log
    To get your MSINFO log simply do the following:


    • Press the Win Key and R at the same time (Win + R) to open the Run window
    • Type msinfo32 in the box and click “OK” or press Enter on your keyboard

    • You should now see the System Information pop up
    • Click “File” in the top left and then “Export” and save the file to a familiar location

    • You now have a MSINFO Log



    Sending us your MSINFO Log
    Now that you have your MSINFO log you need to send it to us, and to do that you have a few options. (Please don’t post your logs directly on the forums without formatting)


    1. (Recommended) Using the [code] tags on the forums eg. [code] *content goes here* [ /code] (Remove the space in [ /code])

      Example:
      Code:
      Content of MSINFO will be in this neat little box :)
    2. Another alternative is pastebin.com which is a super simple tool. Just paste the contents into the input box and click submit. Then send us the link to the page.
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  10. #10
    Ubi-Cain's Avatar Uplay PC Developer
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    Oct 2014
    Location
    Malmo, Sweden
    Posts
    390

    MSINFO Log



    Finding your MSINFO Log
    To get your MSINFO log simply do the following:


    • Press the Win Key and R at the same time (Win + R) to open the Run window
    • Type msinfo32 in the box and click “OK” or press Enter on your keyboard

    • You should now see the System Information pop up
    • Click “File” in the top left and then “Export” and save the file to a familiar location

    • You now have a MSINFO Log



    Sending us your MSINFO Log
    Now that you have your MSINFO log you need to send it to us, and to do that you have a few options. (Please don’t post your logs directly on the forums without formatting)


    1. (Recommended) Using the [code] tags on the forums eg. [code] *content goes here* [ /code] (Remove the space in [ /code])

      Example:
      Code:
      Content of MSINFO will be in this neat little box :)
    2. Another alternative is pastebin.com which is a super simple tool. Just paste the contents into the input box and click submit. Then send us the link to the page.
    Share this post

  11. #11
    Ubi-Cain's Avatar Uplay PC Developer
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    Malmo, Sweden
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    390

    FAQ



    Do any of these logs contain any personal information?
    No, but take care of which method you use to send logs to us anyway. Why there is no personally identifiable information in any of these logs there are some things you may not want other having access to.


    What kind of information do they contain?
    Well, that depends on what log you send.

    MSINFO logs contain information about your computers hardware, driver information, services and other system information. This allows us to get a good idea of the environment that you are trying to launch a game from to be able to spot hardware and software conflicts that might be causing the issue you are experiencing.

    Uplay logs contain information directly from the Uplay client. These can provide us with a good indicator of where certain issue might lie on our end and give us a better idea of what type of issue we’re looking at. NOTE: Some error messages can contain CD Keys. So while you're safe from any real threat, we recommend not posting these to save yourself the hassle of some dishonest people causing you grief.

    Crash Dumps Crash Dumps contain a dump of the memory space Uplay occupied up to the point where it crashed.
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  12. #12
    Ubi-Cain's Avatar Uplay PC Developer
    Join Date
    Oct 2014
    Location
    Malmo, Sweden
    Posts
    390

    FAQ



    Do any of these logs contain any personal information?
    No, but take care of which method you use to send logs to us anyway. Why there is no personally identifiable information in any of these logs there are some things you may not want other having access to.


    What kind of information do they contain?
    Well, that depends on what log you send.

    MSINFO logs contain information about your computers hardware, driver information, services and other system information. This allows us to get a good idea of the environment that you are trying to launch a game from to be able to spot hardware and software conflicts that might be causing the issue you are experiencing.

    Uplay logs contain information directly from the Uplay client. These can provide us with a good indicator of where certain issue might lie on our end and give us a better idea of what type of issue we’re looking at. NOTE: Some error messages can contain CD Keys. So while you're safe from any real threat, we recommend not posting these to save yourself the hassle of some dishonest people causing you grief.

    Crash Dumps Crash Dumps contain a dump of the memory space Uplay occupied up to the point where it crashed.
    Share this post