Torchlight II Support Information

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When contacting our support team, the more information you can provide about the issue, the quicker we'll be able to resolve it.

Please include the following:

  • Explain the problem you're experiencing.
  • Tell us where you purchased Torchlight II.
  • Detail any steps you've already taken to try to resolve the issue.
  • Indicate specific information about your system environment. For example, Are you running the game through a virtual machine?

For Windows users

If your issue is technical in nature, then please also provide the following:

  • A zip file containing your log files.
  • Your DirectX diagnostic report (DxDiag).
  • Your Microsoft System Information report (Msinfo32).

Locating your log files

  1. Open an Explorer window.
  2. Go to My Documents\My Games\Runic Games\Torchlight 2
  3. You should see a folder named logs. Right-click that folder, choose Send To... and pick Compressed (zipped) folder.
  4. Name the new compressed file logs.zip (the default name)
  5. Send us both your new logs.zip file and the file named Ogre.log.

How to generate a DxDiag report

  1. Start -> Run (or Start -> Search programs and files).
  2. Type: DxDiag
  3. Click Save all information and return the report to us.

How to generate an Msinfo32 report

  1. Start -> Run (or Start -> Search programs and files).
  2. Type: msinfo32
  3. From the menu, choose File -> Save... and return the report to us.

For Mac users

Please provide the following:

  • A zip file containing your log files.
  • Your System Profiler report.
  • Your Console.log.

Locating your log files

  1. From the Finder, press and hold the option key while opening the Go menu.
  2. Choose Library and browse to Application Support/Runic Games/Torchlight 2/.
  3. You should see a folder named logs. Right-click that folder and choose Compress "logs".
  4. Send us both your new logs.zip file and the file named Ogre.log.

How to generate a System Profiler report

  1. From the Finder, choose Utilities from the Go menu.
  2. Double-click System Information to open it.
  3. From the File menu, chose Save... and email the report to us.

How to generate a Console log

  1. From the Finder, choose Utilities from the Go menu.
  2. Double-click Console to open it.
  3. From the File menu, chose Save a Copy As... and email it to us.

For Linux users

If you are running a Windows version of Torchlight II under Wine, be aware that we will not be able to offer support.

Please locate and return the following information:

  • A zip file containing your log files.
  • General system information.

Locating your log files

  • Your Torchlight II logs directory is located in ~/.local/share/Runic\ Games/Torchlight\ 2/.
  • Under Ubuntu, you can quickly open a window to that directory by issuing the following Terminal command: nautilus ~/.local/share/Runic Games/Torchlight\ 2/
  • Right-click your logs directory, in the window you just opened, and choose Compress... and follow the prompts to save the file.
  • Email us logs.tar.gz along with your ogre.log file.

How to get basic system information

This mainly applies to Debian-based environments. You may need to consult the documentation for your specific distribution for how to retrieve basic system information.

To get an overall sense of the hardware and software installed on your machine, we'll need to install an app called Inxi (if it's not already installed) to gather this information.

  1. From the command line, run: sudo apt-get install inxi
  2. You may be prompted to install various dependences during apt-get.
  3. Once installed, issue the following command: inxi -Fx -c0 > ~/Desktop/inxi.txt
  4. Return inxi.txt to us.

We can try to grab some specific information about your video device with lshw, which should be installed on Ubuntu by default. If not, you can run apt-get to install it.

  1. From the command line, run: sudo lshw -c video > ~/Desktop/lshw.txt
  2. Return lshw.txt to us.

For AMD users, we'll need to know if you're using fglrx (proprietary) driver or the open source driver. If fglrx, you should be able to check the version number by running (assuming it's been installed to the default location): ls /var/lib/dkms/fglrx/

To help us get a sense of how X.Org is interacting with your graphics driver, do the following:

  1. cat /var/log/Xorg.0.log | egrep "EE|error|warning|river|" > xorg.txt
  2. Return xorg.txt to us.

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