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How to obtain the information needed to report issues!

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Raizei #1 Posted 18 December 2015 - 02:45 AM

    Product Specialist

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Below you will find instructions on how to obtain the information we need to report issues:


Dxdiag Report - 

  • On your Windows task bar, click Start (Windows icon usually in the lower left corner of the screen).
  • Select and press "Run" (if you do not see "Run", hold down the "Windows" button on your keyboard and press "R"). A "Run" window should pop up.
  • In the "Run" window, type "dxdiag" and click "OK". A "DirectX Diagnostic Tool" window should pop up. Wait for it to finish gathering your info before saving.
  • In the appeared window choose "Save all information".
  • After you've saved the file, please attach it to your reply.


Game Log and Dump Log file

  • Press the windows key + R to open the run dialog, in the window that appears, type "%appdata%" and press Enter.
  • In the folder that appears, proceed through the following folders:
    • Wargaming.net > World of Warplanes > logs


Path follows as listed - 

"C:\Users\[your_user_name]\AppData\Roaming\Wargaming.net\World of Warplanes\logs\<crash logs indicated in error message>.log AND .dmp"


The log folder contains logs (.txt files for logs, and .dmp for dump/crash logs) generated for every play session you have from the time you open your game client until it closes.


.log files are named after the date, the log file for January 25th 2013 would be 130125_xxxx.log. We need two files with the same name, one that ends in .log and one that ends in .dmp, for example:

  • 130125_11111.log and 130125_11111.dmp


The information the team needs are the ones generated at the time of your issue. So please make sure to provide the appropriate logs!


Pingplotter Report - 


  • First, install the following program on your computer: http://www.pingplott.../pngplt_std.exe
  • Close all applications, including torrents, DC-clients, Skype, ICQ, Browser (IE, Mozilla Firefox, Opera), Mail client and etc. before proceeding (this will ensure we have accurate data on your connection)
  • Launch the program, and maximize the dialog window.
  • Type in the field "Address to Trace" (upper left corner).
  • Set 1 second in the field "Trace Interval".
  • Press the "Trace" button (lower left corner) or the "Enter" button. Now wait ten minutes. (its a long wait but this gives the program time to generate a decent sized log to determine your connection stability)
  • Now click the right mouse on each figure one by one in the upper window (green or yellow background) and select "Show this Timeline Graph" (If there is no tick opposite it - v !).
  • As the result, there is a black band under each figure in the column and the number of diagrams should be equal to the highest number in the column.
  • To set up the time scale on the diagrams (in the lower part of the window) it's required to click the right mouse and in the opened menu select the time scale you need.
  • Save the results in the pp2-file. (In File, "Save Sample Set") and attach it to your reply.


Screenshots - 


You can take a screenshot by pressing the "PRT SCR" or Print Screen button (on your keyboard, normally above the delete key) while in the game client.


Screenshots will show up in (Default Path):
C:/users/<YOUR username>/pictures/World_of_Warplanes


Replays -


To check if your client is set up for recording your battles, please select your "Settings" option and in the "Game" tab check to see if the mark "save Battle replays" is checked.


If it is not currently enabled, simply check the box. After that, all your battles will be recorded and saved to the "Videos" folder in Your user folder in Windows.


Default location for the replays - 

C:/Users/Videos/World of Warplanes


Replays are listed in order by -  Date/Time/Country/Aircraft/Map


For example: 



On February 28 2014 An I-16 (L) Was played on the Harbor map.


*You will most likely need to compress this file before attaching it to your replies


Details on zipping and attaching file can be found here:


With this information readily available to us, it will allow us to dive right into these reports and report them in a timely manner :)



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Noreaga #2 Posted 18 December 2015 - 02:55 AM

    First Lieutenant

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much needed thank you!

Nimis obnoxii curare

losttwo #3 Posted 18 December 2015 - 10:45 AM

    which way do we go?

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The patient will live and the suspect was found not guilty....thanks for your assistance.:teethhappy:

IronyAngel #4 Posted 08 March 2016 - 05:20 PM

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Be aware that for an issue where you fail to get credit for something in the after battle results, they are going to ask for both a screenshot and a log file.  I can understand why they might be leery of a potentially edited screenshot, but apparently just a log file is not sufficient.  (The logic of this escapes me.  If I am smart enough to fake a log file, the screenshot should be trivial.  Oh well.)

RamTruck1550 #5 Posted 19 March 2016 - 04:26 PM

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Since this new update I keep losing my cross hairs in game, which makes targeting and firing really hard. Then it might appear for alittle while then blink out again  Just a FYI

Edited by RamTruck1550, 19 March 2016 - 04:26 PM.

AnIdiot #6 Posted 12 June 2016 - 01:28 AM

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EVERY time I log into the game after this recent patch I get a (disconnected from server) and can't play my favorite game.... bummer.  Just losing my cross hairs would suck too, but at least you can still play.

Edited by AnIdiot, 12 June 2016 - 01:30 AM.

FreeFOXMIKE #7 Posted 26 February 2017 - 11:38 AM

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           332 Virtual  Fighter  Group


SkyWolf__WM #8 Posted 02 June 2017 - 09:16 PM


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Can somebody tell me how to clear my cache etc?


Yes, I am THAT stupid.


***************Fail to Suck****************

I shall use my aircraft and my skill to slightly inconvenience mine enemies.

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