Although our Operations team is monitoring servers around the clock for technical issues, it can sometimes happen that a particular problem is not immediately detectable. If you encounter a decrease in responsiveness, lagging, or "stuttering" animation that seems to only happen in specific games, here's how to collect the relevant info while you are observing the problem.
1. Make sure that other players are also experiencing the same issue
This is the first important step: we need to establish that the problem is on the server and not just affecting you only. Please ask your teammates to confirm that they are observing the exact same thing.
2. Grab a screenshot of the Client Info panel
Press F6 while inside the action game to display the Client Info panel, and grab a screenshot that you will attach to your support ticket.
3. Copy the Action Game Launch Command Line from the H&G Sync Window
In the H&G Sync window, scroll down until you find the command line related to the most recent action game launch. If you have been playing several games in a row, you are looking for the last line that begins with "/M".
Please make sure to copy the entire line of text and paste it into your support ticket (no screenshot please this time!). This will tell us among other things the mission ID, the action game host server's IP address and the build number. It should look like the example below:
/M 1623554056536772725 /P 4026710161135765380 /W 22.214.171.124:15170 /lang en /NOSERVER /H 0 /PS 5969140192360848362 /V 170293 /x LaunchedByHngSync /x steam /R "ircserver=126.96.36.199:16667" /R "chatp=5969140192360848362::oKZvecYCOry91sAPhZvh1bTEW4s" /R "sync.delayShow=1" /R "actionhost=188.8.131.52:29121" /R "useDX12=1" /R "render.enable_pbr=0"
4. Put all of this in a support ticket
Once you have collected the info listed above, simply write us a support ticket. Remember to attach your screenshot before clicking "Send". The information you collect will help us identify and diagnose any ongoing server problems.
Please note however that the support team is not able to provide follow-up on server issues. The time required to fix server issues varies greatly depending on the nature and the severity of the problem.
Thank you for taking the time to go through these steps! It's very appreciated.