How do I submit game logs and diagnostic files?

There are times in which members of Intrepid Studios staff may request you send your logs to us through our Support team. Note that Support will generally not be providing troubleshooting for you in situations like these. They will acknowledge that logs have been received and forward them to the engineering team for review.

If directed to submit logs as part of the testing process, when making your support ticket please choose the Technical Issue category and then the Log Files Request issue type. Please include the Environment you are connecting to and your character name if you crashed during gameplay. 

Game Logs

The Intrepid Launcher generates log files that we can use to identify issues that may arise during the installation or patching process of Ashes of Creation. 

• The Launcher log files can be found here:
  %localappdata%\Intrepid Studios\Launcher\

The Ashes of Creation game client generates log files that can help track down crashing or connectivity issues. 

• The game log files can be found here:
  %localappdata%\AOC\Saved\

To submit these log files to Intrepid, you will need to do the following:

1. Right-click on Start and select File Explorer
2. Paste the appropriate location into the address bar (from above)
3. Right Click on the Logs folder
   1. WIndows 10 - Select Send To > Compressed (zipped) folder
   2. Windows 11- Select Compress to Zip
   3. This will create a Zip file in the same folder

Windows Diagnostic

Windows DirectX allows users to export system information that includes GPU and GPU driver information, as well as audio and other system details. This information can help narrow the cause of game client client crashes. 

To export this information, do the following: 

1. Press the Windows Key + R to open the Run window
2. Type DXDIAG and click OK
3. Once the program loads and the green bar fills, click on Save All Information
4. In the Save As dialog box, choose a location to save the file, such as Desktop
5. Enter a file name, such as DXDIAG.TXT
6. Press Save

MSINFO

Windows System Information file.  Will give information on what programs you have installed, currently running, and error reporting

1. Press the Windows Key + R to open the Run window
2. Type MSInfo32 and press Enter
3. Once the program loadsm click on System Information
   1. Click System Summary > File > Export
4. Name the file "MSInfo", choose Desktop and click Save.

We can only accept files smaller than 10MB. If the saved file is too large to be attached to your ticket or submitted via email, the error section may be too large.

To reduce the file’s size:

1. Open the saved MSInfo file.
2. Press Ctrl + F and search for [Windows Error Reporting].
3. Delete everything after the first ten lines of [Windows Error Reporting].
   Note: You can press Ctrl+Shift+End to select the text between your cursor and the end of the document.
4. Save the file.

Note: If you had to reduce the size of your MSInfo file, please let us know in your ticket so we can take that under advisement. 

Create a support ticket or reply to your current support ticket with all of the above files or the files that were requested. 

When submitting your log and diagnostic files with your ticket, please provide specific information as to the issue you are experiencing so that we can better assist you. 

If you are having an issue with a specific character, please include your character name and realm when submitting your ticket.