Reporting bugs and errors to Support

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Note

Please write down the following information in your paypal payment note:
1. Character name
2. Your Email Address

News

Reporting bugs and errors to Support

Hello Everyone,

To simplify the process of reporting bugs to the devs from SiL, we have the support email id created for reporting bugs which will also be the id for reporting your other issues like account, subscription, Coins, Payment by CC (yet to come) or any other game related issues.

Depending upon what type of bugs or issues are being reported to us, I have divided the issues into different categories like:
Accounts

Coins

CC-Payment

Character

Combat

Gameplay

Graphics

Installer

Quests

Sound

Tech

Unassigned

Website

Forum

Gameguard
NOTE: For Gameguard related issues, send us the all the *.ERL files after you zip it. They can be found here (default) C:\Program Files\The Chronicles of Spellborn\bin\client\GameGuard


So you can report all the Spellborn related issues to tcossupport@acclaim.com with a Subject Line "Reporting XXXX Issue", where XXXX is replaced from the above list. If you are not sure what category your issue falls in, you can use 'Unassigned'.

All the confirmed bugs will be reported to the devs and shall be fixed in the future patches, however if they can be fixed with the GM tools, it will be done depending upon whether it is bugged for all the players on the server or just a few players.


When reporting a bug, please give us as much information as possible, which includes screenshots and the description of the bug.
Before you take a screenshot, use the command /location which gives the co ordinates of your location.
Also give us the following information:
1) User name
2) Character name
3) Class
4) Level
5) House name
6) Server(PvP or PvE)
7) Link to the post (if its posted on forums)


For any CRITICAL Error, we need the following information sent to tcossupport@acclaim.com with a Subject Line 'CRITICAL ERROR'


Latest Log file which can be found here (default) C:\Program Files\The Chronicles of Spellborn\bin\client\log.
There will be many files under this location. We just need the last file which will have the date and time of your last login on top after you open it.

Server(PvP or PvE)

Screenshot of the error

Screenshot of the location after you type /location in the chat window

DXDIAG file
To get the DXDIAG file, do the following:

1- Click Start >> Run (Start >> Search on Vista)
2- Type DXDIAG and hit ENTER
3- Once the DXDIAG window is loaded, click on SAVE ALL INFORMATION and save the file on your desktop.
4- Send us the DXDIAG file as attachment along with Screenshots and the log file mentioned above.