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How to Retrieve Client Logs

There may be some situations in which a Roblox employee requests client logs through a Customer Care email or DevForum post to help investigate an issue. This article describes how to retrieve those logs.

Note: Please only send these logs when requested to do so by a Roblox employee!

 

How to Retrieve Roblox logs

Roblox and Roblox Studio Logs are both written to the same folder.

  • On PC, press the WINDOWS KEY and R at the same time. A box called Run will appear. Copy and paste or type in the following without quotes: "%localappdata%\Roblox\logs"
  • On Mac, navigate to Macintosh HD > Users > [your user profile] > Library > Logs > Roblox

  • We currently do not have an easy way for you to upload Android or iOS logs. Sorry, we’re working on it! <TODO ios/android instructions?>

There will likely be many log files in this folder

  • Roblox logs will look like: “0.<major ver>.<minor ver>.<revision>_<date>_Player_<garbage>_last.log
    • For example 0.555.1.5550874_20221214T162601Z_Player_9aaf3_last.log
  • Roblox Studio logs will look the same except says “Studio” instead of “Player
    • For example 0.555.1.5550874_20221214T162601Z_Studio_9aaf3_last.log
  • Bootstrapper logs will look like bootstrapper_<garbage>_1.txt
    • Unless the issue is happening when launching Roblox or RobloxStudio from your web browser, or during update, you most likely do not need to send bootstrapper logs.

 

To identify the correct log file to send you can either

  • Use the file timestamps to determine which log file corresponds to the incident you want to report
  • Delete all files in this directory, reproduce the issue you wish to report, and then send all contents in this folder
  • If you’re confused, you can just sort by date and send the most recent 10 files.

 

Sending Logs to Roblox Employees

After reporting an issue on Dev Forum, a Roblox employee may instruct you to follow these instructions to send them your logs. Only retrieve and send logs to Roblox employees!!! To identify a Roblox Employee on Dev Forum, make sure it says “Roblox Staff” next to their account name:

Roblox_Employee_on_DevForum.png

The Roblox Employee will start a private thread or DM with you to request the log files. Please ensure the DM is coming from a Roblox Employee. Use the upload button to upload your log files you found in the previous information.

DevForum_Reply_Window_with_Upload_Selected.png

 

Enabling Additional Logging in Roblox Studio

If this is a Roblox Studio issue you are reporting, you may be asked to enable additional logging. To enable additional logging in Roblox Studio:

  1. Open Settings by clicking on File > Settings
  2. In the left pane, click on Network. If it doesn't show up, close and re-open Roblox Studio.
  3. Underneath Diagnostics, make sure these check boxes are selected:
    PrintEvents
    PrintInstances
    PrintPhysicsErrors
    PrintProperties
    PrintTouches
  4. Close Roblox Studio and reproduce the issue

 

Additional Help

General Desktop Roblox Issues

Mac: Troubleshooting

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