As part of troubleshooting with Player Support we may ask you to provide us your system logs so we can better assist with troubleshooting. You'll find steps below on how to gather specific log types.
DirectX Diagnostics
DxDiag logs provide information about your computer such as your specs, Windows error reports, among other information that can help with troubleshooting
- Press the Windows Key and type dxdiag into the search bar and press ENTER
- The DirectX Diagnostic Tool will open. Click Save All Information... at the bottom
- Navigate to where you want to save the file
- Attach you DxDiag file to your support ticket (Note: Don't copy & paste the text to your ticket)
Process List
A process list contains information on all the applications that are currently running on your system. It can help Player Support identify if there are any applications that could be causing conflicts with the game.
- Press the Windows key and type cmd into the search bar and press ENTER. You should see the command prompt.
- Copy the following text (all of it, including quotes):
tasklist /v >"%USERPROFILE%\desktop\Process.txt"
- If you see an error stating "The system cannot find the path specified", try changing the file path output to a different location. Such as: "%USERPROFILE%\Documents" - This example would save the file to your Documents folder instead.
- Paste the text into the command prompt (right click to paste) and press ENTER
- It should take about a couple seconds to create a Process.txt file on your desktop
- Attach your Process list file to your support ticket (Note: Don't copy & paste the text to your ticket)
Network Log
A network log contains basic information about your network such as your DNS address, whether you're using Ethernet or WiFi, and any firewall exceptions that are active.
- Press the Windows key and type cmd into the search bar and press ENTER. You should see the command prompt.
- Copy the following text (including quotes and parentheses):
(ipconfig /all & ping www.google.com & netsh firewall show config & netsh interface ipv4 show subinterfaces & netsh interface ipv4 show ipstats) >"%USERPROFILE%\desktop\NetworkInfo.txt"- If you see an error stating "The system cannot find the path specified", try changing the file path output to a different location. Such as: "%USERPROFILE%\Documents" - This example would save the file to your Documents folder instead.
- Paste the text into the command prompt (right click to paste) and press ENTER
- Wait for the command to finish running. This can take between 10 and 60 seconds. It's recommended to wait at least 60 seconds to make sure the command fully finishes.
- You should now see a NetworkInfo.txt file on your desktop. Open it in a notepad and it should have a bunch of information in there. If there's no text then that likely means that the command didn't run properly or isn't finished running.
- Attach your Network log file to your support ticket (Note: Don't copy & paste the text to your ticket)
Game Log
Your game log can provide important information about what happens after you start the game and until you quit or if there are any crashes.
- Press Windows key + R and then past in the following command:
%localappdata%/Orion/Saved/Logs - Hit Ok and it should open up the game log folder.
- Attach the most recent game log file to your support ticket. It should be titled Orion.log