The log file will record everything the launcher does and if it encounters an issue it will record the error. These files are created automatically and can be very helpful in troubleshooting potential problems with the launcher.
If you are encountering issues with the launcher and require assistance from Player Experience, please attach the most recent launcher log files to your support ticket.
Generating a Support Payload in the launcher
- Start the launcher.
- Click on the Cogwheel icon in the top right corner of the launcher.
- Select Support in the left pane and scroll to the bottom.
- Click on Generate Support Payload.
- If you are experiencing any network issues, please check the Include network diagnostics box before generating the payload.
- After the payload has been generated an explorer window will open where the payload was saved.
- Attach it to your ticket on our Help Center.
Generating a Support Payload Manually
If for some reason you are unable to open the launcher, here is an alternative method to locate and send the necessary logs.
Windows
- Press the Windows key + R to open the Run tool.
- Copy and paste the following text into the entry field and press enter: %APPDATA%\EVE Online\logs
MacOS
- In the Finder, click on Go and then on Go to Folder..., or click Shift + Command + G.
- Copy and paste the following line into the run window: ~/Library/Logs/EVE Online
Contents of the folder
The folder contains log files, several other folders, and a JSON file. Please attach the last 5 launcher logs, or the logs that match the dates of when you experienced the issue and send them to us for review.
The name format for the log files is:
- eve-online-launcher-<date>-<time>.log