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Accessing support

Support is only available to developers who have purchased EOS Online Framework on Fab.

Verify your purchase to open a support case​

Login to the Redpoint Games License Manager and upload your receipt.

Once we've checked your receipt, you'll be able to create a support case in the #eos-online-framework channel under the Support - Standard Support category.

warning

Please make sure you include full logs with verbosity increased as per the instructions below when opening a support case. If you don't include logs and we have to ask for them, it will increase the time it takes for us to solve your issue.

Increasing log levels​

By default the plugin omits some types of logs due to the amount of logging generated. When we're helping you with a support case, it's important that we have as much information as possible to diagnose the problem you're running into. Before you upload logs, please ensure you add the following to DefaultEngine.ini so that we have the maximum amount of information available to help you:

[Core.Log]
LogMatchmaking=VeryVerbose
LogMatchmakingMatchmaker=VeryVerbose
LogMatchmakingSerialization=VeryVerbose
LogMatchmakingTeamManagement=VeryVerbose
LogMatchmakingTests=VeryVerbose
LogOnlineBlueprint=VeryVerbose
LogOnlineSubsystemRedpointEOS=VeryVerbose
LogRedpointEOS=VeryVerbose
LogRedpointEOSAntiCheat=VeryVerbose
LogRedpointEOSAuth=VeryVerbose
LogRedpointEOSCloudMessagingHub=VeryVerbose
LogRedpointEOSConfig=VeryVerbose
LogRedpointEOSCore=VeryVerbose
LogRedpointEOSEditor=VeryVerbose
LogRedpointEOSEditorTests=VeryVerbose
LogRedpointEOSEditorTestsModule=VeryVerbose
LogRedpointEOSFileTransfer=VeryVerbose
LogRedpointEOSFramework=VeryVerbose
LogRedpointEOSFrameworkExtra=VeryVerbose
LogRedpointEOSFriends=VeryVerbose
LogRedpointEOSFriends=VeryVerbose
LogRedpointEOSGauntlet=VeryVerbose
LogRedpointEOSIdentity=VeryVerbose
LogRedpointEOSLicenseValidation=VeryVerbose
LogRedpointEOSLicenseValidation=VeryVerbose
LogRedpointEOSNetworkAuth=VeryVerbose
LogRedpointEOSNetworking=VeryVerbose
LogRedpointEOSNetworkTrace=VeryVerbose
LogRedpointEOSOrchestrator=VeryVerbose
LogRedpointEOSPlatform=VeryVerbose
LogRedpointEOSPlatformAndroid=VeryVerbose
LogRedpointEOSPlatformDesktop=VeryVerbose
LogRedpointEOSPlatformIntegrationApple=VeryVerbose
LogRedpointEOSPlatformIntegrationDiscord=VeryVerbose
LogRedpointEOSPlatformIntegrationEpic=VeryVerbose
LogRedpointEOSPlatformIntegrationGOG=VeryVerbose
LogRedpointEOSPlatformIntegrationItchIo=VeryVerbose
LogRedpointEOSPlatformIntegrationMeta=VeryVerbose
LogRedpointEOSPlatformIntegrationOSSv1=VeryVerbose
LogRedpointEOSPlatformIntegrationSteam=VeryVerbose
LogRedpointEOSPlatformIOS=VeryVerbose
LogRedpointEOSPresence=VeryVerbose
LogRedpointEOSRecentPlayers=VeryVerbose
LogRedpointEOSRooms=VeryVerbose
LogRedpointEOSSessionListening=VeryVerbose
LogRedpointEOSSocket=VeryVerbose
LogRedpointEOSSocketLifecycle=VeryVerbose
LogRedpointEOSStat=VeryVerbose
LogRedpointEOSStorage=VeryVerbose
LogRedpointEOSTests=VeryVerbose
LogRedpointEOSUserCache=VeryVerbose
LogRedpointEOSVoiceChat=VeryVerbose
LogRedpointFabAuthentication=VeryVerbose
LogRedpointGoogle=VeryVerbose
LogRedpointSteam=VeryVerbose

You don't need to increase these log levels unless we request it, since these log categories are extremely verbose:

[Core.Log]
LogRedpointEOSAPI=VeryVerbose

Enabling logs in Shipping builds​

If you have an issue that only reproduces in a Shipping build, you'll need to enable logs in Shipping builds so that we have enough information to diagnose the issue.

To enable logs in Shipping builds, you must:

  • Have at least one C++ file in your Unreal Engine project, so that YourProject.Target.cs exists, and
  • Have the plugin cloned from Git and installed in the project's Plugins folder.

Locate the YourProject.Target.cs file in your project. If you're using a version of the engine installed via the Epic Games Launcher, you also need to add:

bUseLoggingInShipping = true;
bOverrideBuildEnvironment = true;

Alternatively, if you're using a source version of Unreal Engine (i.e. from GitHub or Perforce), instead add:

bUseLoggingInShipping = true;
BuildEnvironment = TargetBuildEnvironment.Unique;

Now when you build and run your game in Shipping configuration, logs will be generated to the Saved/Logs folder the same as it would for the Development configuration.

Additional instructions for Android​

On Android, you need to modify AndroidPlatformMisc.cpp to replace an incorrect logging guard. Locate FAndroidMisc::LocalPrint and then replace:

#if !UE_BUILD_SHIPPING || ENABLE_PGO_PROFILE

with:

#if !NO_LOGGING || ENABLE_PGO_PROFILE

This requires building the engine from source; if you do not use a source-based engine, logs will not be emitted on Android as AndroidPlatformMisc.cpp will not be rebuilt.

Enabling additional diagnostics​

There are a few diagnostic options which must be manually enabled at compile-time if you want to use them. This is because they emit huge amounts of data to the logs, but they can be useful for diagnosing otherwise subtle problems.

In your project's Build.cs file:

// Emits the full state of all parties and lobbies to the log whenever a lobby operation or event occurs.
// This allows you to see the full state of all lobbies at every moment in time.
ProjectDefinitions.Add("ONLINE_SUBSYSTEM_EOS_ENABLE_STATE_DIAGNOSTICS=1");

// Turns on network tracing, which emits information about every packet sent or received over P2P
// connections through the EOS networking driver. Network packet information is emitted to the
// LogRedpointEOSNetworkTrace category, which is on by default if you've enabled compile-time support with
// this option below.
ProjectDefinitions.Add("ONLINE_SUBSYSTEM_EOS_ENABLE_NETWORK_TRACING=1");

Accessing the source code​

You can access the source code on the Redpoint GitLab. Use the same Redpoint ID to sign in that you use with the License Manager.