[Important] How to report bugs 10/06/2015 | 2810 comments

Hello Heroes,

Please find underneath a new status update to give you more visibility on upcoming patch but also a direct request from the team for additional inputs and logs.

The patch

First thing first, we know many of you are eagerly waiting for this first patch. Be sure the team has not been taking any rest since the release of the title and is working hard on this update. We are doing our best to fix top priority issues and improve game experience to the level you could expect from a Heroes title at release.

It has been decided to create a first “big patch” instead of several little ones to ensure the stability and compatibility of the various fixes all together. It also ensures our QC team gives the most thorough look at it. Patch 1 should provide over 120+ fixes we will detail in the upcoming days.

Release date is still to be confirmed but we are aiming at next week if our tests are conclusive.

Why we need your feedback

The game was highly tested and this for several months by dedicated teams. However, each computer is “unique” due to its hardware components of course but above all, its software (every little software you install, uninstall, have to update etc.). This is something that we can’t reproduce of course and thus, many cases will have to be handled almost case by case. In order to be able to do it, we need more information directly from you.

Unfortunately, we identified that many players were trying to launch the game on computers that were not meeting minimum required specs.

In order to work on solutions for this kind of issue, today we need your precious inputs. Indeed, by sharing your feedback and logs, we will be able to better identify, reproduce and fix encountered issues. Even if we understand your frustration, we need today your best and most constructive inputs to make sure we don’t miss anything.

For instance, logs will give us the possibility to identify where/when issues appear and identify a potential explanation for them -which is most of the time impossible to “guess”-.

Why the Customer Support?

To really understand why we are pushing Customer Support for bug report it is necessary to have an overview of our bug treatment process. When you submit your feedback to the Customer Support, this input is translated into a ticket in our tools which will be transferred to the appropriate team after sorting. Tickets concerning the game will be directly integrated in our development team bug-tracking tool. Thus, this is the most efficient way to share your feedback for the game.

It may happen you don’t receive an immediate answer but don’t worry, as it can take some time to go through all tickets and answer them. But in the end all of them will be eventually addressed, sorted and put in our bug database.

Sharing constructive feedback on Customer Support

Common tips before starting:

If you are experiencing any issues related to the graphics or performance in the game, please make sure that you have installed the latest drivers for your graphics card. You can download them from the following websites:
Please make sure that the game settings are appropriate to your PC configuration. You can find more information about the requirements HERE.
Once done, please follow the section below that resembles your issue the closest.

Sharing logs

When contacting support we highly recommend you to attach following elements with your ticket (especially for crashes and connectivity issues):
  • Game Logs
Where to find them: "$\Users\USERNAME\Documents\My Games\Might & Magic Heroes VII\MMH7Game\Logs\"
File to upload: “launcher_log.txt” à This file will be the one of your last launch of the game, if the issue appeared previously, please upload related log depending on log naming (date-hour).
  • Uplay logs
Where to find them: Uplay install directory à "$\Ubisoft Game Launcher\logs\"
File to upload: “launcher_log.txt”
  • Dxdiag
Please follow this tutorial for more information about DxDiag: https://support.ubi.com/en-US/FAQ/9/3888/how-to-submit-dxdiag-and-msinfo-files/kA030000000emSbCAI
File to upload: “DxDiag.txt”

Direct link to customer support form:

  • Crashes: If you encounter a crash when launching or playing the game please use following links
  • Visual: If you encounter a graphical issue in your game, for example if the framerate seems low or the graphics do not appear correctly please click HERE.
  • Audio: If you encounter a problem with your audio, for example if the sound is distorted or you are missing sounds please click HERE.
  • Other Bugs: Please use this link for any other bug HERE
  • Non listed issue: For all other feedback please do not hesitate to use this link HERE

Thank you very much in advance for your support Heroes, we are looking forward receiving your feedback.
The M&M team.
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