Your input helps us to improve your gaming experience, so we love to hear your reports.
To make sure we can log and address them accordingly. it is best to do so on the forums here:
https://community.creative-assembly.com/
Please note that the support team is focused on technical-related cases.
If you have a technical issue, please submit your request here.
How to report a Bug
Before you create a new post on the forum:
- ALWAYS, ALWAYS, ALWAYS! SEARCH FOR SIMILAR REPORTS. Search for EXISTING discussions about the same issue. If a thread already exists, add your report as a REPLY to that thread rather than creating a new thread.
- CONTRIBUTE SOMETHING NEW. Share your experience; add new details that add your personal experience to the conversation and help to explore solutions.
If nobody has posted about the issue you encountered, it’s your time to shine! Here's what you should aim to provide in your bug report post:
- TAG THE GAME AT THE START OF THE TITLE. For example, include [PHARAOH] at the start of the title to clarify where you encountered the problem.
- CREATE A CLEAR, CONCISE TITLE. Make sure others know *exactly* what the thread is about before they even open the post.
- INCLUDE THE GAME BUILD NUMBER. The version or “build” number ensures that we know when the issue happened. It can usually be found on the game’s home screen or settings menu.
- EXPLAIN THE PROBLEM. Provide as many details as possible: Where did it happen? When did it happen? What circumstances may have led to the problem?
- PROVIDE STEPS THAT EXPLAIN HOW WE CAN REPRODUCE THE ISSUE. List out as many steps as you can of what led up to the issue. This will help us reproduce the problem in our internal environments.
- INCLUDE AN IMAGE. A picture is worth a thousand words; a video or gif clearly highlighting the problem is even better!
- ATTACH YOUR SAVE FILE, REPLAY FILE, AND/OR CRASH MINIDUMP. Zip any relevant files into a compressed folder and attach them to your post.
- ONE THREAD, ONE ISSUE. It can be hard to respond to bugs when there are a hundred listed in a single thread... Try to keep each line focused on one problem at a time.
If you are unsure how to zip and where to find your files, we have some steps below to make it easier for you:
- Please create one folder for all files you wish to provide us.
- Right-click on your desktop and select “New”.
- Then choose “folder” and name it. (for example TW files)
- Copy the files we requested into that folder.
- Please make sure that the folder does not exceed 10 MB.
- Then zip this folder as follows:
Win 11:
- select the files you wish to compress
- right-click on them
- then select the option “Compress to ZIP file”
You can then attach the zipped folder to your forum entry.
Win 10/8.1/7
- Select the files you wish to compress
- Right-click on them
- Click on “Send to”
- In the new window select “Compressed (zipped) folder”
You can then attach the zipped folder to your forum entry.
Where do I find the necessary files?
How to find Save Files:
HOW TO FIND YOUR SINGLE PLAYER CAMPAIGN SAVE GAMES
We may ask you for your save game so we can take a closer look at your issue, you are welcome to make a copy so you can keep the original file. To find this:
- Use the Search tool in your Start Menu (Windows 7/8) or Task Bar (Windows 10) and search for ‘%appdata%'
- From here go into \The Creative Assembly\[Insert Game Title]\save_games
- And attach to the discussion a copy of the relevant Save Game. (.save)
- N.B. You might need to compress it into a Zip file to be able to attach it on the forums.
HOW TO FIND YOUR MULTIPLAYER CAMPAIGN SAVE GAMES
We may ask you for your save game so we can take a closer look at your issue, you are welcome to make a copy so you can keep the original file. To find this:
- Use the Search tool in your Start Menu (Windows 7/8) or Task Bar (Windows 10) and search for ‘%appdata%'
- From here go into \The Creative Assembly\[Insert Game Title]\save_games_multiplayer
- Attach to the discussion a copy of the relevant Save Game (.save_multiplayer) from BOTH the host and the client
HOW TO FIND YOUR BATTLE.REPLAY
We may request your Battle Replay to have a better look at your issue. To find this:
- Use the Search tool in your Start Menu (Windows 7/8) or Task Bar (Windows 10) and search for ‘%appdata%'
- From here go into \The Creative Assembly\[Insert Game Title]\replays
- And attach to the discussion a copy of your Replay File. (.replay)
HOW TO FIND YOUR MODIFIED.LOG FILE
To investigate your issue, we may ask for your Modified log or ‘modified.log’. To find this:
- Use the Search tool in your Start Menu (Windows 7/8) or Task Bar (Windows 10) and search for ‘%appdata%'
- From here go into \The Creative Assembly\[Insert Game Title]\logs
- And attach to the discussion a copy of your modified.log file. (.txt)
HOW TO FIND YOUR MINI DUMP FILES:
If you experience a crash a mini dump file should be created. To find this:
- Using Windows Explorer navigate to your Steam installation directory
- From here go into \steamapps\common\[Insert Game Title]
- Attach to the discussion the relevant Dump File. (.mdmp)
For the Warhammer Total War titles:
- Using Windows Explorer navigate to %appdata%\The Creative Assembly\Warhammer2\crash_report
- From here go into either Warhammer\crash_report or Warhammer2\crash_report
- Attach to the discussion the relevant Dump File. (.mdmp)
For Three Kingdoms:
- Using Windows Explorer navigate to %appdata%\The Creative Assembly\ThreeKingdoms\crash_report
- Attach to the discussion the relevant Dump File. (.mdmp)