How to report issues

Before submitting any bug report, please launch the game in Safe Mode, check the Known Issues page and follow the provided instructions.

Known Issues

You can find known issues with the game at the following link: https://documentation.beamng.com/known-issues/

You can additionally find them on the forums, in the topic dedicated to the respective release you’re experiencing issues with.

Your error messages are extremely important to us so we can improve the game. With that said, there are several ways to report a problem to us:

  • Submit a bug report in the game

  • Write an error message in a special topic on the forum

  • Send a message to support

Submitting a game bug report

In some cases, the game may be closed, and you will be prompted to submit a bug report.

This report is sent directly to the development team. Please keep in mind that there will be no feedback. We process your game logs and make the necessary changes in the game.

Error message within a special topic on the forum:

After each release, a topic is published in the General Discussion section, where you can report any problems in the game, from bugs to incorrect behavior of cars, and anything in between.

When reporting a bug, please use Safe Mode before submitting. Very often, post-release errors occur due to problems with modifications, cache, and damaged files.

If the error persists even in Safe Mode please follow these suggestions:

  • Describe exactly all the steps necessary for error reproduction. This will allow our team to repeat your steps and then find the cause of the problem. Please do not forget to indicate vehicle, map, and game settings (if the problem does not occur on other settings)

  • If there is a problem with textures or locations, navigate to this location and press Alt+O. Copy and paste your link, we will be able to quickly indicate the issue.

  • If necessary, specify your PC (Video card, processor, RAM)

If the problem still persist in Safe Mode:

If none of this helps, please contact our support team.

How to send a message to support:

You can submit your problem report here https://support.beamng.com/ or use the address: support@beamng.com

It is important to correctly indicate the subject of the appeal as well as additional information about the problem.

In addition to the completed form, please attach a Support ID.

What is a Support ID?

Support ID is an archive of your logs for our team.

You may submit your Support ID via this link: https://supportid.beamng.com/

What information am I sending?

  • Launcher logs - Allows you to view startup problems, errors during file migration, and more.

  • DxDiag - This file provides data about your PC. For example: video card, processor, and RAM. This way, we can see if your PC meets the minimum requirements of the game, view any problematic drivers so we can give you the appropriate advice accordingly.

  • Game logs - In simple terms, this is a description of your game session and any actions within it. These logs allow us to quickly identify the problem, see all errors and the reason for their occurrence.

  • List of mods - This list helps to identify the number of mods and possible problems with them. A repeated error seen from multiple players may be caused by the same mod.

  • Settings - This is a list of your game client’s settings. These can reveal potential causes for the problem you’re encountering.

  • Temp folder - This folder usually contains a file with libraries. It allows you to quickly find conflicts between any applications and the game. It also contains a folder with crash reports, which, if necessary, is forwarded to our development team to check for possible problems with the game. This can include when a game crashes for no apparent reason.

Support ID files are only available to developers, so you can post them to the forum.

How do I send a Support ID?

  1. Disable all mods (unless otherwise noted).
  2. Reproduce the problem that appears and close the game.
  3. Click the” Get Support ID” button at the bottom of this page. This will launch the game’s support tool.
  4. Click the “Send Information” button that appears in the tool. The code will be automatically copied to the clipboard.
  5. Paste the code into your support ticket, or send it in the message where it was requested.
IMPORTANT: Be sure to add the Support ID to the problem description in the ticket to speed up the resolution of your problem.

Why am I asked to send my Support ID multiple times?

From time to time, we make some changes to the game, you can read more details in the news here: https://beamng.com/game/news/

We need to see what has changed in the behavior of the game on your PC after taking any action to provide you with new tips for solving the problem.

Page created: 29 June 2021, at 11:02
Last modified: 23 September 2021, at 16:08

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