Network, System and League of Legends Logs

Sometimes, in order to resolve your issue, our Tech dudes will ask you for some log files to learn more about your rig, network/connection or recent games. You can find out how to get the files that you need below.

Please bear in mind, that usually we only need one or two things to solve your issue, so there is no need to get every single file listed in this article :)

NETWORK LOGS

SYSTEM LOGS

LEAGUE OF LEGENDS LOGS

ADDITIONAL INFO

 


NETWORK ANALYSIS

WHAT IS A NETWORK ANALYSIS?

A Network Analysis will identify the properties behind your connection and provide insight into potential issues.

 

TO RUN AN ANALYSIS:

  • Click on this link: http://netalyzr.icsi.berkeley.edu/
  • Click on Start Analysis
  • Wait until the analysis completes. This may take several minutes.
  • Once the final result is displayed, copy the link in the address bar (and NOT the contents of the page) of your browser (see example below).

  • Paste the link into your ticket. Please be careful about posting this log on the forums as it reveals your IP address to the public.

JAVA ISSUES

If your current Java version is out of date, you may need to get the most updated version of Java here: http://www.java.com/en/download/index.jsp

Please bear in mind that Netalyzr no longer works in Google Chrome. You will need ot use Firefox or Internet Explorer instead.


TRACERT

WHAT IS A TRACERT?

Tracert is an overview of the route your connection takes from your computer to our servers.

 

OBTAINING A TRACERT:

  • Press the [Windows Key] (that is the key on the left side of the space bar, between ctrl and alt) + R
  • Type cmd in the search bar and click "Ok". You should now see a black window with white letters.
  • Highlight and copy the command:
    (tracert 203.117.172.253) > "%USERPROFILE%\desktop\Tracert.txt"
  • Paste this into the cmd window (black box with white letters) by right clicking and selecting "Paste"Do not use the Ctrl+V shortcut as it will not work!
  • Depending on your connection, the trace may take 5-15 minutes to complete. A text file with the Tracert log will be created on your Desktop when it finishes.
  • Please check that the command ran properly - if Tracert.txt contains a single line, it did not run properly.
  • Attach Tracert.txt to a support ticket.

Alternatively, you can download a free traceroute tool here. Once you run a trace to the IP address of the server (listed above), please export the results as a .txt file (or make a screenshot) and attach it to the support ticket.

 

INTERPRETING A TRACERT:

The first line of the tracert output describes what the command is doing, "Tracing route to XXX.XXX.XXX.XXX" (The IP of the server you connect to above). From there, each new row is called a "hop" between your computer and Riot's server. To connect from your computer to Riot, your data is sent through multiple centers, especially if you live further from the server.

Each row starts with a row number that can be ignored. From there, you'll have 3 values in milliseconds -- this is the amount of time it took for your packet, or network data, to make it from your computer to that hop (also known as Round Trip Time, or RTT). Each hop is attempted 3 times.

If an asterisk (*) appears for RTT, then a packet was not returned within the expected timeframe.
One or two asterisks for a hop do not necessarily indicate packet loss; however, if you have 3 asterisks (*) followed by "Request timed out", you may have one of the following network issues:

  • The destination’s firewall or security is blocking the request. In this case, you'll want to reach out to your ISP for further help on what may be causing the issue (be sure to include the tracert you ran!)
  • There could be a problem on the network path between you and Riot's servers. In general, a traceroute that shows increased latency (higher millisecond values) on a middle hop, which then increases steadily for subsequent hops, usually indicates a network issue occurring between you and Riot's server. You should contact your ISP in this case and send them the logs you pulled.

For example, if your tracert shows 10ms for the first 3 hops, then jumps to 200ms, and increases steadily from there, that usually indicates a problem along your network with your ISP.

If you wan't further assistance interpreting your tracert, please reach out to us in a support ticket and attach your log.


PROCESS LIST

WHAT IS A PROCESS LIST?

A process list shows all the software that is currently running on your PC. Some software might conflict with League of Legends and we can identify the common issues by looking over this list.

 

OBTAINING A PROCESS LIST ON WINDOWS 7 AND LATER VERSIONS:

  • Press the [Windows Key] (that is the key on the left side of the space bar, between ctrl and alt) + R
  • Type cmd in the search bar and click "Ok". You should now see a black window with white letters.
  • Highlight and copy the following text: tasklist /v > "%USERPROFILE%\desktop\Process.txt"
  • Paste this into the cmd window (black box with white letters) by right clicking and selecting "Paste"Do not use the Ctrl+V shortcut as it will not work!
  • Press Enter.
  • Wait 10 seconds while a text file with the Process List is created.
  • You should find a Process.txt file on your desktop.
  • Attach Process.txt to forum post or a support ticket. NOTE: Please do not paste the plain text into the ticket :)

 

OBTAINING A PROCESS LIST ON WINDOWS XP:

  • Go to this website: http://www.computerhope.com/download/winxp.htm
  • Download the tasklist.exe file.
  • Navigate to your Windows\System32 Folder.
  • Place tasklist.exe in that folder.
  • After that, run through the steps above for obtaining a process list.


NETWORKINFO

WHAT IS A NETWORKINFO?

This log provides us with information about your network adapter and your internal network configuration. It also shows us some basic information about your connection to the outside world.

 

OBTAINING NETWORKINFO INFORMATION

  • Press the [Windows Key] (that is the key on the left side of the space bar, between ctrl and alt) + R
  • Type cmd in the search bar and click "Ok". You should now see a black window with white letters.
  • Highlight and copy (right-click and select "Copy" or Ctrl+C) the following text (all of it, including quotes and parenthesis):
(ipconfig /all & ping www.google.com & netsh firewall show config & netsh interface ipv4 show subinterfaces & netsh interface ipv4 show ipstats) > "%USERPROFILE%\desktop\NetworkInfo.txt"
  • Paste this into the cmd window (black box with white letters) by right clicking and selecting "Paste"Do not use the Ctrl+V shortcut as it will not work!
  • Press Enter.
  • Wait untill the command finishes running. When it is done, the cmd window will create a new line with a blinking cursor after the path. Alternatively, to be absolutely sure that it finishes, please wait 60 seconds.
  • You should find a NetworkInfo.txt file on your desktop.
  • Please check that the command ran properly - if NetworkInfo.txt contains a single line, it did not run properly.
  • Please attach NetworkInfo.txt to a support ticket. Please be careful about posting this log on the forums as it reveals your IP address to the public.


DIRECTX DIAGNOSTIC

WHAT IS DIRECTX DIAGNOSTIC?

This log gives us information about your system's hardware configuration.

Here is what you need to do to obtain a DxDiag (also known as DirectXDiagnostic):

  • Press [Windows Key] (that is the key on the left side of the space bar, between ctrl and alt) + 'R'
  • Type dxdiag in the search bar and hit 'Ok'
  • The DirectX Diagnostic Tool will open. Press the "Save All Information..." button.
  • Choose where to save the file (for example, your desktop).
  • Attach the DxDiag to your response on the forums or support ticket.


R3D LOG

WHAT ARE THE R3D LOGS?

A match log is created each time you play a game. It contains vital information about your loading process and will log any errors that occur during the course of the game. These logs are essential for troubleshooting in situations where you have problems in-game. Once you locate the logs, please attach them to your ticket.

Each file appears like this: [yyyy-mm-ddT15-40-03] _r3dlog.txt, where yyyy-mm-dd is the date of the match played.

You can find them here:

C:\Program Files (x86)\GarenaLoL\GameData\Apps\LoL\Game\Logs\Game - R3d Logs


MAESTRO LOGS

WHARE ARE THE MAESTRO LOGS?

Maestro is a software that allows various game executable files to communicate with one another. Once you locate the logs, please attach them to your ticket. There are two Maestro logs (maestro-server.log and maestro-game_client.log):

You can find them both here:

C:\Program Files (x86)\GarenaLoL\GameData\Apps\LoL\Game\Logs\Maestro Logs


GAME.CFG AND INPUT.INI FILES

WHAT ARE ARE THE GAME.CFG AND INPUT.INI FILES?

Those files tell us about the options you have configured in League of Legends. Once you locate these files, please attach them to your ticket.

You can find them both here:

C:\Program Files (x86)\GarenaLoL\GameData\Apps\LoL\Game\Config


NETLOGS

WHAT ARE NETLOGS?

A network log is created each time you play a game. It contains vital information about your connection over the course of the game. These logs are essential for troubleshooting in situations where you have problems in-game--usually with lag, rubber-banding, or disconnections. Once you locate the logs, please attach them to your ticket.

Each file appears like this: [yyyy-mm-ddTHH-MM-SS] _netlog.txt, where yyyy-mm-dd is the date of the match played.

You can find them here:

C:\Program Files (x86)\GarenaLoL\GameData\Apps\LoL\Game\Logs\Network Logs


LEAGUECLIENT LOGS

WHAT ARE LEAGUECLIENT LOGS?

These logs record various aspect of the platform client. Basically anything from launching the platform client all the way up until the end of champion select gets logged into these files. Note that each instance on the client generates 5 logs associated with it:

  • LeagueClientLauncher: This logs the events that occur when the client is launched. It verifies the configuration files are good to go and then launches the client with the settings in there.
  • LeagueClient: This is the biggest of the logs because it contains pretty much all of the information that goes on with the client's back-end. Once the client successfully launches, it logs everything from the successful launch to closing the client.
  • LeagueClientUx-gpu-process: This sub-log does a quick check on the graphics processor within your system for the UX.
  • LeagueClientUx: This is the second largest of the logs. It records everything with the front-end experience; so things that you can see and interact with are found in this log.
  • LeagueClientUx-renderer: This is another sub-log which tracks what pages need to be rendered onto the landing page of the client.

Its logs contain all the information about errors you receive from the Login Screen through champion selection. This logging function ends when you enter a game after the champion select timer expires.

Five logs are created per each client session, and each file will appear like this: 2017-04-21T12-00-40_17864_LeagueClient (The file name will include the time it was created - in this case: April 21st, 2017 at 12:00:40 (12PM)). Once you locate the logs, please attach them to your ticket.

You can find them here:

C:\Program Files (x86)\GarenaLoL\GameData\Apps\LoL\LeagueClient\Logs\LeagueClient Logs


OBTAINING A SCREENSHOT

HOW TO OBTAIN A SCREENSHOT ON WINDOWS

When troubleshooting, a Player Support Specialist may request a screenshot from your machine.

 

USING GARENA:

  • Make sure you are logged in (to Garena+ or Garena PC beta)
  • Press Ctrl+Alt+A
  • Click, hold, and drag the area you want to screenshot
  • Click on the blue diskette to save the file

 

ENTIRE SCREEN:

  • Press the Print Screen button on your keyboard
  • This will copy the current screen to your clipboard
  • Open Paint
  • Press Ctrl+V to paste the image into Paint
  • Save the file

 

PARTIAL AREA OR A SECTION OF THE SCREEN:

  • Follow the steps above to paste the file into Paint
  • Use the crop functions in Paint to select the appropriate portions of the image
  • Save the file

After obtaining the screenshot, you can easily send the file over to customer support for assistance.