Please follow these steps to troubleshoot the issue:
1. Check if your PC meets the system requirements (see the FAQ for recommended specs).
2. Update your drivers to the latest version.
3. Restart the game.
4. Make sure you're using a stable network (try switching to a better network if possible) and check the server status.
If the issue persists, please contact the customer service and provide the following information:
1. Account information (account ID for the affected platform)
- Steam ID: In the Steam client, click on your profile image in the upper-right corner -> select "Account details" -> your Steam ID (a numerical string) will be on the upper part of the page.
- Epic ID: In the Epic Games Launcher, click on your profile image in the upper-right corner -> select "Account" -> your Epic ID (an alphanumeric string) will be on the upper part of the page.
2. Device information
- CPU model:
- GPU model:
- RAM:
- OS:
3. Time of occurrence
4. Bug description & steps to reproduce
5. Videos and/or screenshots
6. Log information
- Game log (Player.log & Player-prev.log)：
Option 1 to find the log: Find the file at C:\Users\xxx\AppData\LocalLow\Hypergryph\Popucom
Option 2 to find the log: While in the game, click [Settings] -> select [Game] -> find [Open log list] -> click [View]
- Find the dump file at C:\Users\xxxxx\AppData\LocalLow\HyperGryph\Popucom\wesight