Retrieving Requested Files

Occaisonally Customer Support may request you include some files in your report to allow for a deeper analysis of your issue. If this is the case, here you can find some instructions on how to retrieve those files.

 

PC

DxDiag: 

Press WinKey-R, type in dxdiag and hit enter, then when it finishes loading click on the 'Save All Information...' button and save the report somewhere handy to then attach to your email to support. 

 

Crash Dump:

 Check the '..\Baldurs Gate 3\bin' folder for the gold.log file, and if there are any CrashDump files being created there (or in '..\bin\db\attachments'), please send a few zip files. 

 

Saved Games:

The savegames are located in the Public profile folder which is located in the following C:\Users\[windows username]\AppData\Local\Larian Studios\Baldur's Gate 3\PlayerProfiles\Public\Savegames\Story. The AppData folder is hidden by default so to see it they’ll have to change the windows explorer settings to show hidden folders. But an easier way to get there would be to copy %LocalAppData%\Larian Studios\Baldur's Gate 3\PlayerProfiles\Public\Savegames\Story into the location bar in Explorer and hit Enter.

Look for the correct savegame and send us the .lsv 

 

Run Log: 

Copy and paste %LocalAppData%\Larian Studios\Launcher\Logs into the location bar in Windows Explorer, hit Enter, and from that folder contact support with the runlog.txt file.

 

Gold.log:

Look in the '..\SteamApps\common\Baldurs Gate 3\bin' folder for the gold.log file and sent to support. 

 

Console (PS5/Xbox)

When playing on a console, you will need to have a Larian account with cross saves enabled in order to retrieve your save files.

Once you've created a Larian account, enabled cross saves in game, and waited for the syncing to complete you will need to log into your Larian account on a PC. Once logged in, your will see a section labelled "My Saves". Click on "My Saves"and select the save you wish to download. Once downloaded, you simply need to attach the file to your support ticket. 

 

Mac

System Specs: 

Use the 'System Report' button from the 'About This Mac' Apple menu item, or the 'System Information' app in the utilities folder. Make sure to include the OS version number, Mac model name and year (indicating early/mid/late) and model identifier.
 

Crash Report:

It is collected in the 'Console' application, under 'User Reports'. The crash reports may also be saved in the '~/Library/Logs/DiagnosticReports' or '~/Library/Logs/CrashReporter' folders.

 

Saved Games:

Each save is a folder in the '/Documents/Larian Studios/Baldur's Gate 3/PlayerProfiles/Public/Savegames/Story' folder. In Finder you can zip a file or folder by right clicking on it/them and selecting compress.

 

Run Log:

Browse to the ~/Documents/Larian Studios/Launcher/Logs and reply with the runlog.txt file