Senior Member
- 03-31-2015, 11:26 AM
Ubi-Cain
Uplay PC DeveloperJoin DateOct 2014LocationMalmo, SwedenPosts378
READ ME: Help us to help you – How to report an issueHello 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
- The Basics (Things to always include)
- How to find your Uplay Logs
- How to find your Uplay Crash Dumps (For crashes only)
- How to find your MSINFO Log
- FAQ
Last edited by Ubi-Cain; 03-31-2015 at 11:51 AM.
- 03-31-2015, 11:28 AM
Ubi-Cain
Uplay PC Developer
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)
- 03-31-2015, 11:34 AM
Ubi-Cain
Uplay PC Developer
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. A link to your post here on the forums would be great
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
Last edited by Ubi-Cain; 07-27-2015 at 03:10 PM.
- 03-31-2015, 11:35 AM
Ubi-Cain
Uplay PC Developer
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 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. A link to your post here on the forums would be great
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!
Last edited by Ubi-Cain; 06-11-2015 at 11:42 AM.
- 03-31-2015, 11:42 AM
Ubi-Cain
Uplay PC Developer
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)
- (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- 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.
- 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. A link to your post here on the forums would be great
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!
Last edited by Ubi-Cain; 06-11-2015 at 11:42 AM.
- 03-31-2015, 11:50 AM
Ubi-Cain
Uplay PC Developer
FAQ
Do any of these logs contain any personal information?
Yes, so take care of which method you use to send logs to us.
The information collected in these logs only contains no personally identifiable information, however from time to time certain Uplay logs can log some information about your games which while in no way harmful, could be a nuisance for other people have.
Dxdiag and hijackthislogs are perfectly safe to post here on the forums however we recommend sending your Uplay logs direct to us via e-mail at uplaycommunity(at)ubisoft.com
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 enviroment 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.
Last edited by Ubi-Johan; 12-01-2016 at 03:06 PM. Reason: Revising
Member
This should be pinned?
Senior Member
I think so but I'm only a poster not a moderator, bro. Maybe Ubi-index will be able to get it pinned.Originally Posted by Crusism Go to original post
