Our technical support team is happy to help you troubleshoot issues you’re facing with Eternal Return but to do that, they need to know what’s happening on your end. On this page, you’ll find instructions for how to obtain the log files our Game Masters most often ask for.

DxDiag

The DxDiag report is a text file that contains a variety of information about your system, spanning from specs to an extent of errors. The Technical Support team will usually ask for this file so that they can have a clearer understanding of your system. You can create the report for your system by following these instructions:

  • From the Start menu, search for "dxdiag".
    • If you are using Windows 10, type in dxdiag after opening the start menu and click Enter.
  • After the start of the dxdiag you will see a “loading bar” in the Lower Left corner of the window. When the bar finishes loading and disappears, click on the Save All Information button.
  • Save the file in a convenient place that you can find and access with ease.
  • Attach the file to your support ticket.

WinMTR

WinMTR is a free app that generates data about the performance of the connection between your computer and a specific server. We often ask for this in situations where we need to troubleshoot connection issues.

Procedure

  1. You can download WinMTR from Sourceforge, here.
  2. In Host, uncheck the Resolve names setting in the Options menu. 
  3. Use the Google DNS server: 8.8.8.8
  4. Press Start.
  5. Log in to the game and let WinMTR run until you are disconnected or the game becomes unresponsive. In general, 10-15 minutes total runtime should be enough.
  6. If you can’t start the game you may still run WinMTR.
  7. Stop WinMTR and press Export TEXT. 
  8. Save to a convenient place that you can find and access with ease.
  9. Attach the exported .txt file to your support ticket.

What am I sending?

The data included in the WinMTR reports is completely safe to share with the Technical Support Team. You may be curious about what exactly you are sending. Let's take a look:

  • Host: This column lists the nodes that your connection packets go through.
  • % (Packet Loss): This column shows the percentage of packets that have been lost between nodes. If it doesn't carry over down to the very last node or is only seen in a single node, then this is probably a case of an ICMP limiter; the amount of "route tracing" packets accepted to go through this node is limited. This does not affect your actual game packets. Other than these 100% loss nodes, a Packet Loss of 5% or higher will cause increasingly notable issues.
  • Sent: The number of packets sent.
  • Recv: The number of packets received.
  • Best: The lowest recorded ping to that node.
  • Avrg: The average recorded ping on that node. A high average ping (more than 1000ms) can cause desync or rubberbanding.
  • Wrst: The worst recorded ping to that node. A high worst ping (more than 1000ms) could be an indication of ping spikes in your connection.
  • Last: The last sent packet's ping to that node.

Player Log

The Player log contains log data generated by Eternal Return and contains data relevant to the execution of the game client.

The file is named Player.log file can be found on your computer, in this folder:

C:\Users\<username>\AppData\LocalLow\NimbleNeuron\Eternal Return 

(replace <username> with your Windows account name).

Attach the file to the ticket and send it to us.