Sometimes things don't work quite as intended. A game crashes, or lags, or just behaves in a way that makes no sense. While a quick restart can resolve a lot of these problems, some cases require a more in-depth look.
That's where logs come in.
When to Pull Logs
You should only be pulling and attaching logs to your ticket if directed to do so by player support! We know it's a bit of a process, so we won't ask for logs until more traditional avenues have been exhausted. Thank you!
Where are the logs?
Where your logs will be stored depends on your computer's operating system.
| Operating System | Location |
|---|---|
|
Mac OS X |
~/Library/Logs/CrashReporter/MobileDevice/<DEVICE_NAME>* |
|
Windows XP |
C:\Documents and Settings\<USERNAME>\Application Data\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME> |
|
Windows Vista/7/8/8.1/10 |
C:\Users\<USERNAME>\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME> |
*Note for OS X users: ~/Library is hidden by default on Mac OS X. To find it, you'll have to open the Finder application, then hold the option key while clicking on the Go menu. Library should be one of your menu items. Click on it, then continue to the location indicated above.
How to pull logs
There are two ways to pull logs from your mobile iOS device—one requires a separate computer, and the other can be done on your mobile device.
On a Computer
To pull logs from a computer, you'll first need to sync your iTunes account.
- Sync your device with iTunes on your PC
- Once iTunes has synced, reference the chart above to learn which directory will contain your crash logs
- Go to the appropriate directory for your operating system and look for R3Dlog.txt files
On a Mobile Device
- Open up the Settings app
- Go to Privacy > Analytics & Improvements > Analytics data
- Select Mobile Crash from the list. There should be a R3Dlog.txt file, along with a timestamp of the crash
- Tap the crash in question to open a text field containing the crash log. Tap-and-hold, then choose Select All followed by Copy
- Paste the copied text into a location that you can easily get off of your device (like an email or cloud-based storage)
- Send the text to Player Support