897 lines
37 KiB
HTML
897 lines
37 KiB
HTML
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<html dir="ltr" lang="en-US">
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<head>
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<meta charset="utf-8" />
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<title>Send In-Game Files for RSI Support – Roberts Space Industries Knowledge Base</title>
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<meta property="og:site_name" content="Roberts Space Industries Knowledge Base" />
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<meta property="og:title" content="Send In-Game Files for RSI Support" />
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<meta property="og:description" content="If you ever need to contact RSI support for technical support assistance, the following files can usually help us identify what may be happening. These files should only be shared with RSI support..." />
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<meta property="og:url" content="https://support.robertsspaceindustries.com/hc/en-us/articles/360000065688-Send-In-Game-Files-for-RSI-Support" />
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<link rel="canonical" href="https://support.robertsspaceindustries.com/hc/en-us/articles/360000065688-Send-In-Game-Files-for-RSI-Support">
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<link rel="alternate" hreflang="en-us" href="https://support.robertsspaceindustries.com/hc/en-us/articles/360000065688-Send-In-Game-Files-for-RSI-Support">
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<link rel="alternate" hreflang="x-default" href="https://support.robertsspaceindustries.com/hc/en-us/articles/360000065688-Send-In-Game-Files-for-RSI-Support">
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/* Quick Fix */
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<script type="text/javascript" src="/hc/theming_assets/290051/450874/script.js?digest=30070916635799"></script>
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</head>
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<body class="">
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<div id="cookiebanner" class="cig-cookie-banner">
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<section class="c-cookie-banner banner">
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<header class="c-cookie-banner__header top">
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<h2>[#TITLE#]</h2>
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<ul class="c-cookie-banner__buttons banner-accept-buttons">
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<li class="banner-accept-button" id="allow-selected">
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Allow selection
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</li>
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<li class="or">or</li>
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<li class="banner-accept-button" id="allow-all">
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[#ACCEPT#]
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</li>
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</ul>
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</header>
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<div class="c-cookie-banner__content-wrapper banner-text">
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<div class="c-cookie-banner__content">
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[#TEXT#]
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</div>
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</div>
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<ul class="c-cookie-banner__selectors c-cookie-banner-selectors">
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<div class="c-cookie-banner-selectors__item">
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<li>
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<input class="c-cookie-banner-checkbox" type="checkbox" id="necessary" checked disabled name="necessary"/> <label class="c-cookie-banner-label" for="necessary">[#COOKIETYPE_NECESSARY_RAW#]</label>
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</li>
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</div>
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<div class="c-cookie-banner-selectors__item">
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<li>
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<input class="c-cookie-banner-checkbox" type="checkbox" id="statistics" name="statistics"/> <label class="c-cookie-banner-label" for="statistics">[#COOKIETYPE_STATISTICS_RAW#]</label>
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</li>
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</div>
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<div class="c-cookie-banner-selectors__item">
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<li>
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<input class="c-cookie-banner-checkbox" type="checkbox" id="preference" name="preference"/> <label class="c-cookie-banner-label" for="preference">[#COOKIETYPE_PREFERENCE_RAW#]</label>
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</li>
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</div>
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<div class="c-cookie-banner-selectors__item">
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<li>
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<input class="c-cookie-banner-checkbox" type="checkbox" id="advertising" name="statistics"/> <label class="c-cookie-banner-label" for="advertising">[#COOKIETYPE_ADVERTISING_RAW#]</label>
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</li>
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</div>
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<div class="c-cookie-banner-selectors__item c-cookie-banner-selectors__item--display-toggle">
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<li class="show-more-button" id="show-more">
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<span class="banner-accept-button show">[#DETAILS#]
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<svg class="c-cookie-banner-icon" width="11px" height="11px" viewBox="0 0 11 11" version="1.1" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns="http://www.w3.org/2000/svg">
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</svg>
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</span>
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<span class="banner-accept-button hide">Hide details
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<svg class="c-cookie-banner-icon" width="11px" height="11px" viewBox="0 0 11 11" version="1.1" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns="http://www.w3.org/2000/svg">
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<path d="M9 5.5L1.53627e-14 6.35048e-14L2.87 5.46L1.53627e-14 11L9 5.5Z" transform="matrix(1.192488E-08 1 -1 1.192488E-08 11 1)" id="Shape" fill="#FFFFFF" stroke="none" ></path>
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</li>
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</div>
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</ul>
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<div class="expendable">
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<div class="tab">
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<div class="tab-headers" data-tab-active="1">
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<div class="tab-header active" tab="1">
|
||
[#COOKIESOVERVIEW#]
|
||
</div>
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||
<div class="tab-header" tab="2">
|
||
[#ABOUTCOOKIES#]
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||
</div>
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||
</div>
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<div class="tab-contents">
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<div class="tab-content tab-content-category tab-content__displayed" tab-content="1">
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||
<div class="list-categories">
|
||
<div class="category category_displayed" cat="1">
|
||
[#COOKIETYPE_NECESSARY#]
|
||
</div>
|
||
<div class="category" cat="2">
|
||
[#COOKIETYPE_STATISTICS#]
|
||
</div>
|
||
<div class="category" cat="3">
|
||
[#COOKIETYPE_ADVERTISING#]
|
||
</div>
|
||
<div class="category" cat="4">
|
||
[#COOKIETYPE_PREFERENCE#]
|
||
</div>
|
||
<div class="category" cat="5">
|
||
[#COOKIETYPE_UNCLASSIFIED#]
|
||
</div>
|
||
</div>
|
||
<div class="selector-category">
|
||
<select id="select-category">
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<option cat="1" value="1">[#COOKIETYPE_NECESSARY#]</option>
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||
<option cat="2" value="2">[#COOKIETYPE_STATISTICS#]</option>
|
||
<option cat="3" value="3">[#COOKIETYPE_ADVERTISING#]</option>
|
||
<option cat="4" value="4">[#COOKIETYPE_PREFERENCE#]</option>
|
||
<option cat="5" value="5">[#COOKIETYPE_UNCLASSIFIED#]</option>
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||
</select>
|
||
</div>
|
||
<div class="category-contents">
|
||
<div class="category-content category-content__displayed" cat-content="1">
|
||
[#COOKIETYPEINTRO_NECESSARY#]
|
||
|
||
[#COOKIETABLE_NECESSARY#]
|
||
</div>
|
||
<div class="category-content" cat-content="2">
|
||
[#COOKIETYPEINTRO_STATISTICS#]
|
||
|
||
[#COOKIETABLE_STATISTICS#]
|
||
</div>
|
||
<div class="category-content" cat-content="3">
|
||
[#COOKIETYPEINTRO_ADVERTISING#]
|
||
|
||
[#COOKIETABLE_ADVERTISING#]
|
||
</div>
|
||
<div class="category-content" cat-content="4">
|
||
[#COOKIETYPEINTRO_PREFERENCE#]
|
||
|
||
[#COOKIETABLE_PREFERENCE#]
|
||
</div>
|
||
<div class="category-content" cat-content="5">
|
||
[#COOKIETYPEINTRO_UNCLASSIFIED#]
|
||
|
||
[#COOKIETABLE_UNCLASSIFIED#]
|
||
</div>
|
||
</div>
|
||
</div>
|
||
<div class="tab-content" tab-content="2">
|
||
<div>
|
||
[#COOKIESGENERALINTRO#]
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</div>
|
||
</section>
|
||
</div>
|
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|
||
<script>
|
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function initGoogleAnalytics() {
|
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(function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){
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m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m)
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})(window,document,'script','//www.google-analytics.com/analytics.js','ga');
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|
||
ga('create', 'UA-39586040-9', 'auto');
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ga('set', 'anonymizeIp', true)
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ga('send', 'pageview');
|
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}
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window.addEventListener('CookiebotOnConsentReady', () => {
|
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if(Cookiebot.consent.statistics) {
|
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initGoogleAnalytics();
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}
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});
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var cookieBannerSliderPos = 0;
|
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function showCookieBanner() {
|
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var cookiebanner = document.getElementById("cookiebanner");
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var dialogHeight = parseInt(cookiebanner.offsetHeight);
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cookiebanner.style.bottom = (cookieBannerSliderPos - dialogHeight) + "px";
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cookieBannerSliderPos += 4;
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if (cookieBannerSliderPos < dialogHeight) {
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setTimeout(function () {
|
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showCookieBanner();
|
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}, 1);
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} else {
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cookieBannerSliderPos = 0;
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cookiebanner.style.bottom = "0px";
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}
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}
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function hideCookieBanner() {
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var cookiebanner = document.getElementById("cookiebanner");
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cookiebanner.style.display = "none";
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}
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function callbackExpand() {
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var cookiebanner = document.getElementById("cookiebanner");
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if(cookiebanner.classList.contains('expended')) {
|
||
cookiebanner.classList.remove('expended');
|
||
} else {
|
||
cookiebanner.classList.add('expended');
|
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}
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var previousTabNumber = 1;
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const tabs = document.querySelectorAll('.tab-header');
|
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for (i = 0; i < tabs.length; ++i) {
|
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tabs[i].classList.remove('active');
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e.currentTarget.classList.add('active');
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previousNode.classList.remove('tab-content__displayed');
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node.classList.add('tab-content__displayed');
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previousTabNumber = tabNumber;
|
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var previousCatNumber = 1;
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const categories = document.querySelectorAll('.list-categories .category');
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|
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categories[i].classList.remove('category_displayed');
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}
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e.currentTarget.classList.add('category_displayed');
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const catNumber = e.currentTarget.getAttribute('cat');
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const node = document.querySelector('[cat-content="'+catNumber+'"]');
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const previousNode = document.querySelector('[cat-content="'+previousCatNumber+'"]');
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previousNode.classList.remove('category-content__displayed');
|
||
node.classList.add('category-content__displayed');
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previousCatNumber = catNumber;
|
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}
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function callbackAllowSelected() {
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const statisticsAllowed = document.getElementById('statistics').checked;
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const preferenceAllowed = document.getElementById('preference').checked;
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Cookiebot.submitCustomConsent(preferenceAllowed, statisticsAllowed, marketingAllowed);
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hideCookieBanner()
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Cookiebot.submitConsent();
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hideCookieBanner()
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function callbackChangeSelect(e) {
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const catNumber = e.currentTarget.value;
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const node = document.querySelector('[cat-content="'+catNumber+'"]');
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const previousNode = document.querySelector('[cat-content="'+previousCatNumber+'"]');
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previousNode.classList.remove('category-content__displayed');
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node.classList.add('category-content__displayed');
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previousCatNumber = catNumber;
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}
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function bindEvent() {
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document.getElementById('show-more').addEventListener('click', callbackExpand);
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document.getElementById('allow-selected').addEventListener('click', callbackAllowSelected);
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const headers = document.querySelectorAll('.tab-header');
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for(var i=0; i < headers.length; i++) {
|
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headers[i].addEventListener('click', callbackHeaders);
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}
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const categories = document.querySelectorAll('.category');
|
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for(var i=0; i < categories.length; i++) {
|
||
categories[i].addEventListener('click', callbackCategory);
|
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}
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document.getElementById('select-category').addEventListener('change', callbackChangeSelect);
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}
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bindEvent();
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<h3>other ways to find help</h3>
|
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<a href="https://robertsspaceindustries.com/playstarcitizen">
|
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<span class="logo-link"></span>
|
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<h5>Learn the basics!</h5>
|
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<p>how to play guide</p>
|
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</a>
|
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|
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<span class="logo-link"></span>
|
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<h5>Found a bug?</h5>
|
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<p>check rsi issue council</p>
|
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</a>
|
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|
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<span class="logo-spectrum"></span>
|
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<h5>Helpdesk forum</h5>
|
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<p>spectrum community</p>
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<h3 class="collapsible-sidebar-title sidenav-title">Articles in this section</h3>
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<li>
|
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<a href="/hc/en-us/articles/360000065688-Send-In-Game-Files-for-RSI-Support" class="sidenav-item current-article"> <span>Send In-Game Files for RSI Support</span> </a>
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</li>
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<li>
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<a href="/hc/en-us/articles/27737986112791-RSI-Website-Issues" class="sidenav-item "> <span>RSI Website Issues</span> </a>
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</li>
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<li>
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<a href="/hc/en-us/articles/18119567477015-Windows-11-Installation-Troubleshooting" class="sidenav-item "> <span>Windows 11 - Installation Troubleshooting</span> </a>
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</li>
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<li>
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<a href="/hc/en-us/articles/360036571593-Keep-Windows-Up-To-Date" class="sidenav-item "> <span>Keep Windows Up To Date</span> </a>
|
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</li>
|
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|
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<li>
|
||
<a href="/hc/en-us/articles/360000758928-Game-and-Launcher-Requirements" class="sidenav-item "> <span>Game and Launcher Requirements</span> </a>
|
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</li>
|
||
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||
<li>
|
||
<a href="/hc/en-us/articles/1500002987962--vcruntime-error-Missing-DLL-File" class="sidenav-item "> <span>'vcruntime' error - Missing DLL File</span> </a>
|
||
</li>
|
||
|
||
<li>
|
||
<a href="/hc/en-us/articles/360000148648-Required-Windows-files-and-configurations-for-Star-Citizen" class="sidenav-item "> <span>Required Windows files and configurations for Star Citizen </span> </a>
|
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</li>
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<li>
|
||
<a href="/hc/en-us/articles/360048321434-Error-Kicked-by-Admin" class="sidenav-item "> <span>Error - Kicked by Admin</span> </a>
|
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</li>
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|
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<li>
|
||
<a href="/hc/en-us/articles/360057156593-RSI-Launcher-Error-Unsupported-Hardware-Detected" class="sidenav-item "> <span>RSI Launcher Error - Unsupported Hardware Detected</span> </a>
|
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</li>
|
||
|
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<li>
|
||
<a href="/hc/en-us/articles/360000083167-Unsupported-Applications-Peripherals-and-Overlays" class="sidenav-item "> <span>Unsupported Applications, Peripherals, and Overlays</span> </a>
|
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</li>
|
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</ul>
|
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|
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<a href="/hc/en-us/sections/360000132827-Game-Information-and-Installs" class="article-sidebar-item">See more</a>
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</div>
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<a href="/hc/en-us">Roberts Space Industries Knowledge Base</a>
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<a href="/hc/en-us/categories/202530337-Technical-Support">Technical Support</a>
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<a href="/hc/en-us/sections/360000132827-Game-Information-and-Installs">Game Information and Installs</a>
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<article class="article">
|
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<header class="article-header">
|
||
<h1 title="Send In-Game Files for RSI Support" class="article-title">
|
||
Send In-Game Files for RSI Support
|
||
|
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</h1>
|
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|
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<div class="article-author">
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<div class="avatar article-avatar">
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<span class="icon-agent"></span>
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<img src="https://support.robertsspaceindustries.com/system/photos/1500236486462/spaceme.jpg" alt="Avatar" class="user-avatar"/>
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</div>
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<div class="article-meta">
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Created by: <strong>Zolarix</strong>
|
||
|
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<ul class="meta-group">
|
||
|
||
<li class="meta-data"><time datetime="2023-08-09T13:30:25Z" title="2023-08-09T13:30:25Z" data-datetime="relative">August 09, 2023 13:30</time></li>
|
||
<li class="meta-data">Updated</li>
|
||
|
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</ul>
|
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</div>
|
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</div>
|
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</header>
|
||
|
||
<section class="article-info">
|
||
<div class="article-content">
|
||
<div class="article-body"><p>If you ever need to contact RSI support for technical support assistance, the following files can usually help us identify what may be happening. These files should only be shared with RSI support staff. </p>
|
||
<ul>
|
||
<li>DXDiag - a detailed report of hardware, drivers, Operating System, and peripherals in your system</li>
|
||
<li>game.log - log for the latest game launch with info on your system and responses by our game servers</li>
|
||
<li>Crash handler files - collection of files captured when your game last crashed</li>
|
||
<li>log.log - Launcher log for every attempted game launch</li>
|
||
</ul>
|
||
<p> </p>
|
||
<h2>Generate DXDiag</h2>
|
||
<p>The DXDiag provides a deeply detailed report for your computer. This generated file gives a view into what your system has installed and running including hardware, OS, drivers, and peripherals. Support uses this file to compare and work through alongside logs. </p>
|
||
<ol>
|
||
<li>Press the <strong>Windows key + R</strong>.</li>
|
||
<li>Type "<strong>dxdiag</strong>" into the run prompt and click <strong>OK</strong>.</li>
|
||
<li>Click "No" if dxdiag asks to check for digitally signed drivers.</li>
|
||
<li>Wait for the bar to fill in the bottom left.</li>
|
||
<li>Click <strong>Save all information</strong> and save the file to an easily accessible place like your desktop.</li>
|
||
<li>Attach the file to the ticket.</li>
|
||
</ol>
|
||
<p>Please don't edit this file. Every bit of information helps!</p>
|
||
<p> </p>
|
||
<h2>Star Citizen Game.log</h2>
|
||
<p>As you click Launch Game, the game.log begins generating. It tracks computer stats, authentication, game mode selection, accessing the server, loading items, and much more. If any issues occur, it also captures those errors.</p>
|
||
<p>This is different than the Crash Handler, and may not always be on your system.</p>
|
||
<ol>
|
||
<li>Open a file browser and navigate to the following location: (install drive):\Program Files\Roberts Space Industries\StarCitizen\LIVE</li>
|
||
<li>Locate your "Game.log" file and attach it to a response to this ticket/email.</li>
|
||
</ol>
|
||
<p><strong>(Optional)</strong></p>
|
||
<p>The game also creates backups of your most recent game.log files, labeled by Build Number, Date, and time like this example: "Game Build(757485) 01 Jun 18 (10 09 04).log". Attaching the most recent few logs can help us if you're experiencing an intermittent issue!</p>
|
||
<p>You can locate these files in the following location: (install drive):\Program Files\Roberts Space Industries\StarCitizen\LIVE\logbackups</p>
|
||
<p> </p>
|
||
<h2>Crash Handler logs</h2>
|
||
<p>When your game crashes, all information is generated and saved into a series of files in a folder. You will see a message on the screen that the crash handler has completed sending files. When we investigate tech issues, we'll ask for these files to be zipped and sent.</p>
|
||
<p>The files include a saved DXDiag, game.log, gpu_error.log, and other files generated at time of crash. We still need the DXDiag and game.log for normal computer times, not during a crash. We can locate issues with hardware, drivers, and so on comparing these files.</p>
|
||
<ol>
|
||
<li>Press the <strong>Windows key + R</strong> to bring up a Run dialog.</li>
|
||
<li>Type the following and click <strong>OK</strong>: %localappdata%\Star Citizen</li>
|
||
<li>Please <strong>locate payload.zip</strong> and attach the file. <br />If a payload.zip file does not exist, select all of the files, right-click, and select <strong>Send to > Compressed (zip) folder</strong>. Attach that file to the ticket/email.</li>
|
||
</ol>
|
||
<p> </p>
|
||
<h2 id="KB--SendingamefilesforRSIsupport-DeltaLauncherlog.log">RSI Launcher log.log</h2>
|
||
<p>The Launcher has a log file that generates new lines of actions (added to the end of the file) every time you open the Launcher. It tracks setting changes, updates, installs, authentication, and any errors that occur. We can review this log to find issues with permissions, folder issues, authentication with the servers, and much more.</p>
|
||
<ol>
|
||
<li>Press the <strong>Windows key + R</strong> to bring up a Run dialog.</li>
|
||
<li>Enter and run %appdata%\rsilauncher\logs</li>
|
||
<li>A folder view opens.</li>
|
||
<li><strong>Attach log.log</strong> to your ticket/email reply.</li>
|
||
</ol></div>
|
||
|
||
<div class="article-attachments">
|
||
<ul class="attachments">
|
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|
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</ul>
|
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</div>
|
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</div>
|
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</section>
|
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<section class="article-relatives">
|
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<section class="related-articles">
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<h3 class="related-articles-title">Related articles</h3>
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<ul>
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<li>
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</li>
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|
||
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|
||
|
||
</ul>
|
||
</section>
|
||
|
||
|
||
</section>
|
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</article>
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