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Work through Diagnosing a problem first. It covers the causes behind most reports, and the steps there are the ones support would ask you to take anyway.

What to include

A report with these five items can usually be answered on the first reply. Send the console output as text, not as a screenshot of one line. The line that names the cause is often several lines above the one that looks like the problem.

What to tell us as well

  • What you expected to happen, and what happened instead.
  • Whether the problem survives restoring the file the release shipped. That single test separates a product fault from a configuration fault.
  • Whether it happens for every player or only for some.

What never to send

Never send us your server keys, database credentials or licence tokens. Support never needs them, and no request from us will ever ask for them. If you are sending a configuration file, check it first: settings you added yourself may contain credentials for services of your own.