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Connection and Update Issues - IMPORTANT, read BEFORE posting!

How to post Connection and Update Issues
All connectivity issues between the user and the server
 
Whenever you encounter an issue pertaining the connectivity of your launcher or client to the Gaijin services, please follow the guidelines below. This also includes problems that occur in the game itself, e.g. if you experience difficulties to connect to the game's chat or battle servers. Also use this form when you experience problems updating your game, either due to an error with your launcher or the client not applying the updates properly. Issues with connectivity or updates usually do not result in a game crash and if they do, please post it in the appropriate section here
 
To ensure that we are able to help you as quickly as possible, please be reminded that we can only help you properly when the submitted files and information are complete.
Also, be aware that you should only describe one issue per thread. If you experience multiple issues, please open a new thread for each separately, even when the issues appear to be similar.

 

In addition, please make sure to attach all required files directly to the forums unedited. Externally linked files and compressed files are not accepted.
 
Thank you for your help!
 


 

Please make sure to summarize the problem in your topic title as short and precise as possible.
Also, add the current client version in brackets in front of your post, e.g: "[1.37.45.25]  <Issue>"
 
To make the report valid and useful, please add the following files and information to your opening post:

 

1. A detailed description of the issue you have. It is also important that you describe how we can reproduce the issue, if you are able to reproduce it.

 

2. Attach your system's current DxDiag Log.

 

 

If the problem occurs in or is involving the War Thunder Client, attach the following:

 

3. Attach the Client Log of the session in which the error occurred. If the problem is persistent, attach the latest one available.

 

If the problem occurs with or is involving the War Thunder Launcher, attach the following:

 

 

4. Attach the latest Launcher Log.

 

To better help us resolve the issue, please also include the following:
 

 

5. If applicable, attach screenshots that visualize the problem.

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What is a DxDiag Log and how do you obtain it?
 
The DxDiag Log
The DxDiag log (file extension: .txt) is a text document that is created by Microsoft's DxDiag diagnostics tool, showing non-personalized information about the hardware and drivers of your system. The DxDiag log file helps our technical administration to identify whether the problem you encounter is happening due to incompatibilities or issues with certain hardware or driver components on your system. It is especially important with display or sound device issues, as it helps to identify the devices and their drivers easily.

 

You can find a more in-detail description (and tutorial) by relliK here.
 
How to obtain your DxDiag Log:
 
Obtaining the DxDiag Log is fast and easy. Just perform the following steps:
 

1. Press 'Windows Key + R' to open Microsoft's Run function

 

2. Type in 'dxdiag' in the input field and click 'OK'

 

 

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3. The DxDiag Diagnostic Tool opens in a new window. Wait for it to gather the necessary information.

 

 

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4. When you are running a 32-bit (x86) version of Windows, click on "Save All Information..." and specify a directory and name to save the file.

 

 

5. When you are running a 64-bit (x64) version of Windows, first click on Run 64-bit DxDiag, then click on "Save All Information..." and specify a directory and name to save the file.

 

6. Attach the DxDiag Log to your bug report

 

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What is a Client Log and how do you obtain it?
 

 

The Client Log
Client logs (file extension: .clog) are files generated by the War Thunder client and show a reflection of all the actions a user has performed in one secluded game session. As soon as the launcher initializes the start of the game, a new Client Log is being started, which is finalized when the client is closed (the game session ends). Besides recording the actions of the user, it also records the client-side calculations and has a built-in error catching system, that will allow the technical administration to identify game code or synchronization issues efficiently.

Client Logs are being saved once after a game session has ended. If you have an error that is reproducible, you can help increasing the expressiveness of your Client Log by starting a new game session, reproducing the error and then exiting the game manually. This way, the Client Log is very small and the error can be identified more easily.

Please note that for all bug reports, only the Clog File is required. Please do not attach the Clog File that includes the cef extension.

How to obtain your Client Log:

Client Logs are created automatically, so the only thing you need to do is to locate them.

DOWNLOAD FROM GAIJIN ENTERTAINMENT WEBSITE

 

1. If you have downloaded War Thunder from the Gaijin Entertainment website, follow the installation path that you've specified during installation and locate the '.game_logs' folder

 

VQYcm8R.jpg

 

 

2. Identify the Client Log (.clog) file that was created during the session in which you recognized the issue or bug. This is usually the latest file created, so sorting by date is the easiest option.

The files itself are also time-stamped, and follow this scheme: YEAR_MONTH_DAY_HOUR_MINUTE_SECOND_ID.clog

 

3. Attach the Client Log to your bug report

 

JywN7VV.jpg

 

DOWNLOAD FROM STEAM

 

1. If you have downloaded War Thunder using Steam, follow the standard Steam installation path and locate the '.game_logs' folder

 

 

s8eKdWM.jpg

 

2. Identify the Client Log (.clog) file that was created during the session in which you recognized the issue or bug. This is usually the latest file created, so sorting by date is the easiest option.

 

The files itself are also time-stamped, and follow this scheme: YEAR_MONTH_DAY_HOUR_MINUTE_SECOND_ID.clog

 

3. Attach the Client Log to your bug report

JywN7VV.jpg

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What is a Launcher Log and how do you obtain it?

 

The Launcher Log

Launcher logs (file extension: .txt) are files generated by the War Thunder Launcher. The log contains a record of all the actions the launcher tried to perform during one secluded opening session. The Launcher Log is initialized as soon as the user starts the game (thus opening the launcher) and finalized when the launcher closes itself to either start the game or quit to desktop. The Launcher Log helps the technical administration to identify problems within the launcher's code and is thus very important when dealing with launcher related issues.

 

How to obtain your Launcher Log:

 

Launcher Logs are created automatically, so the only thing you need to do is to locate them.

 

DOWNLOAD FROM GAIJIN ENTERTAINMENT WEBSITE

 

1. If you have downloaded War Thunder from the Gaijin Entertainment website, follow the installation path that you've specified during installation and locate the '.launcher_log' folder

 

fmDVM5Y.jpg

 

2. Identify the Launcher Log (.txt) file that was created during the session in which you recognized the issue or bug. This is usually the latest file created, so sorting by date is the easiest option.

    The files itself are also time-stamped, and follow this scheme: YEAR_MONTH_DAY_HOUR_MINUTE_SECOND__ID.txt

 

3. Attach the Launcher Log to your bug report JywN7VV.jpg

 

DOWNLOAD FROM STEAM

 

1. If you have downloaded War Thunder using Steam, follow the standard Steam installation path and locate the '.launcher_log' folder

 

dKpoVbL.jpg

 

2. Identify the Launcher Log (.txt) file that was created during the session in which you recognized the issue or bug. This is usually the latest file created, so sorting by date is the easiest option.

    The files itself are also time-stamped, and follow this scheme: YEAR_MONTH_DAY_HOUR_MINUTE_SECOND__ID.txt

3. Attach the Launcher Log to your bug report

JywN7VV.jpg

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