Crash Reports

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  • Crash Reports

    Hi there! If you've experienced a client or launcher crash, please report it to support and attach all crash files:
    • Detailed description of the problem, what were you doing when this problem occured? Did it happen more than once? Please include the exact wording of any error messages and screen shots if possible
    • The exact time when the problem occured, preferably in UTC. Your local time + time zone will also do. This makes it a lot easier to find information in the log files.
    • Full name of your Operating System, e.g. Windows 7 32 bit, Windows 8 64 bit, MacOSX 10.9.4, Ubuntu 12.02. You can find this info on:
      • Windows: press Windows Key + Break Key simultaneously
      • MacOSX: click the apple icon in the top-left corner of the screen, then click 'About this Mac'
      • Linux: $ cat /proc/version at the shell prompt
    • Computer Specifications, including CPU, GPU, RAM
      • Windows: press Windows Key + R then type dxdiag and confirm with enter. This information can also be saved throuh "Save All Information" and attached to your report
      • MacOSX: press Apple icon and About This Mac
      • Linux: open terminal and use sudo apt-get install hardinfo and then use hardinfo
    • Send all crash files to
      • output_log.txt should be copied right after the crash otherwise it will override the file next time you start the game. You can find it here:
        • Windows: C:\Users\<YourUserName>\AppData\LocalLow\Sandbox Interactive GmbH\Albion Online Client\output_log.txt (note that AppData is a hidden folder so you should have "Hidden Items" checked in your View tab to see it)
        • OSX: ~/Library/Logs/Unity/Player.log
        • Linux: ~/.config/unity3d/SandboxInteractive/AlbionOnline/Player.log
        • Android: if you know how to do adb logcat dump
      • crash.dmp and error.log are located in this folder: C:\Users\<YourUserName>\AppData\LocalLow\Sandbox Interactive GmbH\Albion Online Client\Crashes - The folder with the files is named as date and time of the crash.
      • launcher.log can be found in C:\Users\<User Name>\AppData\Local\Sandbox Interactive GmbH\Albion Online Launcher - required for launcher issues only