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Information Retrieval for Troubleshooting

Last Updated: Jul 21, 2017 11:10AM PDT
How to get different types of information that may be required for troubleshooting your issue with support.

Information Retrieval for Troubleshooting

How to get different types of information that may be required for troubleshooting your issue.

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This guide explains how to find and retrieve information that customer support may need while troubleshooting an issue with you.

Retrieving Twitch App Logs

There may be times when you are working with a Twitch agent troubleshooting an issue and are asked for your App's Logs. These are very helpful and tells us a lot about what could be causing the issue.

There are two ways to access the logs, and depending on if you can or can't log into the Twitch App will determine which one you will need to use.

First, you will want to have a compression program. A good free one is 7-Zip [32bit] [64 bit]. You may also use the built in program that Windows provides if you like. For this guide, we will be using 7-Zip.

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This will work for both Mac and Windows.

In the Twitch App click on the Help icon; the ? in the lower left corner of the purple bar.

Next, click on the About Twitch section.

Click on the CLIENT FOLDER button.

Locate your Logs folder. Now logout of the Twitch App.

Note: This assumes you have already installed 7-Zip.

Right click on the Logs folder > 7-Zip > Add to "Logs.zip"

Locate the Logs.zip file. Depending on how your system is set up you may or may not see the extension (i.e. .zip) portion of the file name.

Can't Login

We get that sometimes you can 't get into the Twitch App. Well, don 't worry. You can retrieve the logs without being in the Twitch App.

Windows

Go to your Start bar and in the search type in:

%appdata%\Twitch\Logs

This will bring up your Logs folder. You will want to click on it.

Now click on the Twitch folder in the pathing at the top to take you into that directory.

Locate your Logs folder.

Note: This assumes you have already installed 7-Zip.

Right click on the Logs folder > 7-Zip > Add to "Logs.zip"

Locate the Logs.zip file. Depending on how your system is set up you may or may not see the extension (i.e. .zip) portion of the file name.

Once you have compressed the files follow these steps to get them to us.

macOS

Go to your Finder hit Command ⌘ + Shift ⇧ + G

and in the search type in:

~/Library/Twitch

Click Go. Now locate the following:

  • Updater.log
  • Logs/TwitchApp

Hit Control ⌃ and click on the Twitch App folder. Then select "Compress TwitchApp". Repeat this with the Updater.log.

Once you have compressed the files follow these steps to get them to us.

Retrieving Connection Information

If you are having connection issues you may be asked to get some information about your connection for our team to be able to assist you in what might be causing the connection issues.

Please read through the entire guide prior to starting to make sure you get everything we will need to further assist you.

Windows

For windows will want you to do a few things.

In the search field (Windows 7 will need to click on the Start), type

cmd

Right-click on CMD.exe and select Run as Administrator. This will bring up a Command Prompt window.

Enter the command:

ECHO TRACERT: > %USERPROFILE%\DESKTOP\connection.txt 
& Echo %DATE% %TIME% >> %USERPROFILE%\DESKTOP\connection.txt 
& tracert app.twitch.tv >> %USERPROFILE%\DESKTOP\connection.txt 
& %USERPROFILE%\DESKTOP\connection.txt 
& ECHO PING: >> %USERPROFILE%\DESKTOP\connection.txt 
& Echo %DATE% %TIME% >> %USERPROFILE%\DESKTOP\connection.txt 
& ping app.twitch.tv >> %USERPROFILE%\DESKTOP\connection.txt

and press Enter.

HELPFUL HINT

If you copy the above use your right mouse button to paste into the Command Prompt and not CTRL + V.

Allow several minutes for the traceroute and ping to complete. You should see a new C:\User\USERNAME> in your Command Prompt.

You will now have a file on your Desktop called connection.txt.

Close the Command Prompt window.

Mac

Go to the /Applications/Utilities folder and start the Terminal application.

Enter the command:

traceroute -S -q 30 app.twitch.tv > ~/Desktop/connection.txt

Press Return to create a file on your Desktop called connection.txt.

Quit the Terminal application.

Screenshots

Both Mac and Windows will need to do the next step.

Start by going to https://notifications-v1.twitchapp.net/ in your browser.

HELPFUL HINT

It is best to do this using the Chrome browser

Grab a screenshot of the page for us.

Now we need you to go to https://notifications-v1.twitchapp.net/cdn-cgi/trace in your browser.

HELPFUL HINT

Please make sure your screenshots are in one of the following formats (png, jpg, etc.) and not in a Word document as they may be denied for security purposes.

Attach the connection.txt and the two screenshots to your ticket reply.

Retrieving Game Library Information

You may be asked to retrieve some information about your Game Library. To gather this information you need to be able to see hidden files and folders. This is a fairly easy process you can do by following our guide on how to Toggle Hidden Files/Folders. Once you have completed this you will most likely need to gather two (2) pieces of information.

You will want to have a compression program. A good free one is 7-Zip [32bit] [64 bit]. You may also use the built in program that Windows provides if you like. For this guide, we will be using 7-Zip.

Game Library [AppData Logs]

Go to your Start bar and in the search type in:

%appdata%\Twitch
Now locate the Fuel folder.

Note: This assumes you have already installed 7-Zip.

Right click on the Fuel folder > 7-Zip > Add to "Fuel.zip"

Locate the Fuel.zip file. Depending on how your system is set up you may or may not see the extension (i.e. .zip) portion of the file name.

Once you have compressed the files follow these steps to get them to us.

Game Library [ProgramData Logs]

Go to your Start bar and in the search type in:

%programdata%\Twitch
Now locate the Twitch folder.

Note: This assumes you have already installed 7-Zip.

Right click on the Twitch folder > 7-Zip > Add to "Twitch.zip"

Locate the Twitch.zip file. Depending on how your system is set up you may or may not see the extension (i.e. .zip) portion of the file name.

Once you have compressed the files follow these steps to get them to us.

Retrieving GameOutput.log [Minecraft]

Sometimes when you are experiencing issues with Minecraft profiles launching, support will ask for your GameOutput.log. This is fairly easy to obtain.

Open up the Twitch App and click on the Minecraft icon to the left.

Click PLAY for the profile you are having issues with.

When the Minecraft Launcher loads up click on the in the upper right corner of the launcher.

Locate the Settings tab, and make sure Open oiutput log when the game starts is toggled on.

Now play your minecraft profile, and an output window should popup. Make sure all three (warning, infos and debugs) are included in the logs. They will appear dark if included int the logs.

Click on the window and press CTRL + A (Command ⌘ + A for macOS). Right click anywhere to get the Copy option and click on it to copy the Output to your clipboard.

Next using Notepad or Notepad++ paste the Output into a new document. Please do not use Word, Wordpad, or a screenshot.

To Paste you have 3 simple options:

  • Right click and select Paste
  • Hit CTRL + V (Command ⌘ + V for macOS) on your keyboard
  • Go to Edit > Paste

Save the document as GameOutput.txt, and attach it to your ticket.

Submitting Your Logs

Once you have your the file requested, please do the following:

Haven't Created a Ticket

  • Attach the requested file to a ticket at http://help.twitch.tv.
  • In the ticket include as much detail about the issue you are experiencing as possible (e.g., game you are playing, errors received, account name, OS you are on, steps to reproduce, etc.)
  • Images of any errors or issues can also help.

Someone will then assist you as soon as possible.

Already Have a Ticket Open

  • Attach the requested file to your currently open ticket at http://help.twitch.tv.
  • If you haven't already, please include any additional details that may assist in resolving your issue (e.g., game you are playing, errors received, account name, OS you are on, steps to reproduce, etc.).
  • If you can get any images of any errors or issues that can also help.

Someone will then assist you as soon as possible.

HELPFUL HINT

For individuals who already have a support ticket in please do not create a new ticket -- just attach your requested files to your current ticket to prevent confusion and delays.