How to find information for troubleshooting with Support

In the event that you are experiencing technical issues when running the game, we first recommend that you work through these troubleshooting steps in our support articles.

If there is still a technical issue, then our Support team will sometimes request for information. Here are steps to find several of the most requested pieces of information.

Steam ID

Use the steps below to find your numeric Steam ID. This is often need instead of the Steam username since it is unique for each player.

1. Launch the Steam app.
2. Click on your Profile in the top right corner
3. Select Account Details in the drop down menu.
4. Check for your Steam ID which should be listed at the top of the page, right below [Your Username's] Account details.

Gamertag

Use the steps below to find your Microsoft Gamertag.

1. Go to Xbox.com.
2. Click Sign In on the top right corner and log into your Microsoft Account.
3. Your Gamertag will now be displayed in the top right corner.

PSN Username

Use the steps below to find your PlayStation Username.

1. Go to Sign In | Sony.
2. Click Sign In on the top right corner and log into your PlayStation account.
3. Click on your profile icon in the top right corner
4. Your PSN Username will now displayed under name in the following drop down.

DxDiag (PC only)

Another important bit of information to provide is your DxDiag report, which provides an overview of your hardware, your driver versions, and other important information about your computer. Here’s how to generate a DxDiag report;

1. Press the Windows key.
2. Type dxdiag and select the ‘Run Command’ result.
3. Let the tool run and generate a report.
4. In the tool, select ‘Save All Information’ and save the file as a .txt file.

BugSplat

Age of Empires II: Definitive Edition has an automatic crash log submission feature called BugSplat. When a crash or other issue occurs, a pop up should appear which details that Age of Empires II: Definitive Edition has encounters an problem. If you see this pop up, please provide as many details as possible and then click the Send error report button. 

Reports submitted through this window will automatically provide the development team with your crash log files to help investigate the issue. If you have seen this pop up and have submitted information through it, please let the Customer Support team know. 

Crash logs (PC only)

There are several other different logs that you can also include whenever you encounter a crash, disconnect, or other technical issue. The default location for all logs is below:

• C:\Users\ [[YOUR WINDOWS USERNAME]] \ My Games\Age of Empires 2 DE\logs

The log file name specifies the game, platform you’re playing on, build version, and the date/time of the crash, and is specific to every instance – so if your game crashed earlier in the day and you’ve been playing since, you can still go back and find this file by matching it to when your issue occurred. For example:

• AoE2DESteam-46906-2021.04.06-15.46.57.mdmp

These files can sometimes be too large to send through email. If so please upload them to a hosting service and include a link with your email. Here are a few we recommend.

• OneDrive

Save game and recorded game files (PC only)

Here’s how to find and share your save game or recorded game file:

1. Launch Age of Empires II: Definitive Edition.
2. Click the Single Player button on the title screen and choose Load Game.
3. Click the Open Saved Games Folder button. This will automatically open an explorer menu.
4. Find the file of the Replay or Save Game where the issue occurred.

Game clips and screenshots (Xbox)

There are several ways to capture clips and screenshots on Xbox. The article below has steps for each of these.

Capture game clips and screenshots

Screenshot (PC)

Sending a screenshot, can give Support additional context for the issue. There are two different ways to take a screenshot on Windows 10/11.

• Select the Start, enter snipping tool, then select Snipping Tool from the results.
• Press Windows logo key + Shift + S

For options on working with the screenshot, visit the Use Snipping Tool to capture screenshots help article.

The following details are also very helpful to include in your ticket:

1. Are you using a VPN?
2. What antivirus are you using?
3. Do you see any error messages when the issue occurs?
4. Are there any steps that reproduce the issue reliably, or specific actions that cause it to occur?
5. What version number is showing on the main menu screen?
6. Are you using any mods with the game?