Should you run into a game issue and are in need of help from our Support team, below are some steps and information to gather log files that will help us investigate the issue:
- To gather in-game session logs from the log in screen: In the top right of the page at the Debug Settings and select "Show Logs". This will bring you to your game folder, and you can select the relevant .xml log file you would like to send.
- You can also type the following address into your Windows File Explorer address bar to arrive at the log folder directory: %localappdata%\NQ\DualUniverse\
Note: In the event it's too large to be attached to this ticket, right click that log file and from the context menu select "Send To -> Compressed (Zipped) Folder" then upload the newly created zipped folder to this ticket.
- If you have issues with the Dual Universe Launcher navigate to the following folder: "%localappdata%\NQ\DualUniverse\" and repeat the same process for log.html, out.txt and out-daemon.txt files in that folder.
- To search and send your DirectX Diagnostic:
1. Press the Windows-Key + R type "dxdiag" and press Enter.
2. Wait for the program to start and please wait until the progress bar in the bottom left corner has filled and disappeared.
3. At the bottom of the window press "Save All Information..." and save the file.
4. Upload the file to this support ticket. - Network Testing Tool instructions (After following Network Troubleshooting):
1. Download this zipfile: http://tech-support.dualuniverse.game/nq_test_network.zip
2. Extract it, and execute the "nq_test_network,bat" batch file in the extraction folder.
3. Windows might present you with a warning, if this happens click "More info" and then click "Run anyway"
4. It will run a few tests and generate a file called "nq_network.log" in the same folder.
5. Upload the "nq_network.log" to this support ticket.