Support Logs Launcher Enabling

Turning on Support Logs

As of the release of Launcher 2.0, support logs may be enabled within the launcher. Customer service may ask you to enable support logs to assist the developers in solving a technical problem. Please follow these instructions to enable support logs:

1. Log in through the launcher
2. Click the Troubleshoot button
3. Check the Support Logs box and click Back
4. Select a character and click Play
5. While you are playing, logs will be recorded to your game installation folder in a subfolder called Logs. For example, c:\program files\istaria\logs

Please note that if you relog into your account, you will need to re-enable logging. Logs are disabled between runs of Istaria because they can slow down performance.

Sending Support Your Logs

Customer service may ask you to send in your logs. The best method is to package them in a zip file which will make your upload quick and easy. If you don't have a program installed that supports creating zip files, please visit the following knowledge base article for assistance:
https://accounts.istaria.com/helpdesk/faq/i/Create+a+Zip+File

Creating a Zipped Log Folder

1. Navigate to your Istaria installation folder, usually c:\program files\istaria\
2. Right click the folder named "Logs", click Send To -> Compressed (zipped) Folder
3. A logs.zip or logs.rar will be created in your c:\program files\istaria folder
4. Log into support and find your support ticket
5. When you reply to your support ticket, there is a button at the bottom that says "Upload File"
6. Click Upload File and browse to your Istaria installation folder, usually c:\program files\istaria
7. Select logs.zip or logs.rar
8. Click OK

Your logs will be uploaded and attached to your support ticket.