Age of Empires II: Definitive Edition

Age of Empires II: Definitive Edition

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Aleph Omicron  [developer] Nov 22, 2019 @ 2:18pm
READ THIS FIRST: Troubleshooting Technical Issues
Hello friends! Before reporting an issue with your game, make sure you've searched the following threads to see if a solution to your issue is already listed:

What is a Technical Issue
We generally consider any problem that isn't inherit to the game itself that prevents you from launching, staying connected to, or otherwise playing the game. This includes:
  • Hardware issues
  • Game crashes
  • Networking problems
  • Unintended Disconnects from Matches
  • Other issues that are not defects in the gameplay itself (i.e. bugs)

When you Encounter a Technical Issue
Whether you're game is crashing or some other issue is preventing you from playing, the first thing to do is try to determine the exact steps that lead up to the issue:
  • Write down any error text. Error messages often help us get to the ROOT or the problem. Be sure to grab a screenshot or copy the error text you are provided.
  • Provide a screenshot (if possible). An image or video is worth a thousand words, and sometimes highlights information that would otherwise be missed.
  • Take notes. It can be difficult to take notes on the fly, but it’s a good idea to jot down a line or two about what you experienced as it happens. Doing this will help you remember the details when you’re posting about the issue them later.

Before you Report an Issue
Before you create a new post, here's a few steps you should always check first:
  1. ALWAYS Search the Forum: Be sure to search the forum for existing reports from other users who may have encountered the same problem. If you find an existing thread for the issue, add your own report as a reply to that thread.
  2. COLLECT Information: Reporting that you encountered an issue is only so helpful; do you have enough information about the problem to help the team explore and find a solution?
TIP: If you are experiencing the exact same issue as someone else, post in their thread! Creating a new thread about a problem that's already being discussed only makes it more difficult to collect information and get you the answers you need. ONLY create a new thread if it is a new, DISTINCT issue that hasn't already been reported.

📝 HOW TO: Create a Technical Issue Report
If you don't find a report of the issue, create a new post! Here are some of the things you should always try to provide in your thread:
  1. Create a clear and concise title. If you’re creating a new thread, make sure others have an idea of the problem before they ever click into the forum post.
  2. Include the game version number. The version or “build” number is displayed on the home screen of the game. Include this information so we know when the issue appeared.
  3. Explain the problem. Provide as many details as possible! Where did it happen? When did it happen? What circumstances may have led to the problem?
  4. Provide reproduction steps. A numbered list of steps describing how and when you encountered the issue will help us track it down in our internal environments.
  5. Include an image. A good picture is worth a thousand words; a video or gif clearly highlighting the problem is even better!
  6. One thread = one issue. It can be hard to discuss and respond to issues when there are a hundred listed in a single thread. Try to keep each thread focused on one problem.
In addition to these, the most helpful information you can provide are any error logs related to the crash, which should be located in one of these folders:
  • C:\Users\<WINDOWS USERNAME>\AppData\Local\age2_x1\logs
  • ...\Users\UserName\Games\Age of Empires 2 DE\logs
  • In the Windows Event Viewer
REMEMBER: The more information you provide, the more likely we'll be able to identify and fix the problem!
Last edited by Aleph Omicron; Dec 23, 2019 @ 11:12am