How to Get Technical Support or Report a Bug

If you encounter problems while playing Insurgency: Sandstorm, we want you to let us know about it! A proper bug report will help us to find sources of critical errors and resolve them faster.

When you report a bug or technical problem to us, it's important that you provide us with the proper information to make that report actionable. Please take the time to familiarize yourself with the information we require before creating a support ticket.

Reporting Bugs and Exploits:


When reporting a bug or exploit, it's important that you use as much detail as possible. Please attempt to include as many of the following details as you can:

  • What version are you playing on? CTE or Live?
  • How frequent is the bug or exploit occurring?
  • Steps to reproduce the bug or exploit.
  • Any pictures or videos you can provide which display the bug or exploit.
  • If the bug or exploit is machine-specific, please include a DXDiag Report.

Please make sure that you have your location overlay enabled when submitting a bug or exploit report related to maps.

Reporting Network Lag:


When you are reporting an issue related to Network Lag, it is important that you provide us with as much information as possible. Please attempt to include as many of the following as you can:

  • Which region are you using for matchmaking?
  • Where are you located?
  • Do you have high ping?
  • Is there a specific server that you're noticing an increase in latency?
  • Are you rubberbanding?
  • Are other people experiencing Network Lag when you do?
  • When did you experience the Network Lag? Please include the date & time.

 

Reporting Micro Stutters:


Before you report unexpected choppiness in-game, please make sure that you consider and include the following:

  • Have you attempted lowering your graphic settings?
  • Are you using a laptop? Check to see if the CPU integrated graphics is enabled.
  • What drive is the game installed to?

Please include a DXDiag Report when creating a request related to micro stutters. This will allow us to provide you with a quicker solution.

Reporting Game Crashes:


When you experience a crash, an Unreal Engine 4 Crash Reporter window will open. Please make sure when you send a crash report you include a detailed description which includes your Ticket ID. To accomplish this, please create a support ticket before submitting your crash report. Crash reports are unidentifiable, and we will be unable to link it to your issue without you assisting us.

Additionally, please include the following information:

  • Recurrence of the crash
  • What version are you playing on? CTE or Live?
  • How frequent is the crash occurring?
  • Does the crash happen on a specific map or game mode?
  • Does the crash only happen when you're matchmaking, on a community server, or playing locally?

Please include any other information you think would be useful in identifying the crash. These are the details we require in order to effectively investigate your crash report. Please keep this in mind before creating a ticket.

Reporting Performance Issues:


If you are experiencing issues with the game performing on your computer, please consider reading through our Basic Performance/Optimization Troubleshooting Knowledge-base Article.

If you still require assistance, please create a support ticket and make sure to include a DXDiag Report.

Still have questions? We'd love to help.