Reporting an Issue
If you find a bug in the game or something you think isn’t working as intended, please let us know through the Request Form and mention the following details:
- E-mail Address: provide us with your e-mail address so we can contact you if further information is needed.
- Subject: a short description of the issue.
- Inquiry Type: pick a corresponding inquiry type for your issue.
- Description: here, you can give us more details about the issue you are experiencing. The more you can tell us about the problem, the better. It can be what and when, location name, quest name, and similar information. If it's a constant issue and you know how to reproduce it, you can give us the steps.
- Platform: specify the platform you're playing the game on.
- Attachments: here, you can leave screenshots and videos (or a DxDiag export if you are playing on a PC) of the issue. This is an optional field but helps with narrowing down the problem.
- Region: this information will help us identify the connection and downloadable content issues.
DxDiag is a Microsoft tool included with DirectX that allows you to view system information and DirectX information relating to your video card and sound card. This tool is used to collect data about devices to help troubleshoot problems.
To create a DxDiag file, in Windows, select Start and enter “dxdiag” into the search box on the taskbar. Select “dxdiag” from the results.
Select “Save All Information” in the tool for an easily shared format. This will create a dxdiag.txt file you can attach to your Request Form.
KSIVA code is an array of user-specific codes that allows our team to get details regarding your setup and backend information to understand the reported case better.
You can get the KSIVA code by going into Settings – Game and switching the respective option on. It is located in the game's main menu at the bottom of the screen. Please note that the codes will remain in the menu until you turn this option off again.
When making a report, it is suggested to make a screenshot (or type details manually) depicting only the KSIVA area – this will make the details on the screenshot distinguishable.