How to: Submit your Java Error Logs

Updated 09/09/2011 at 16:46

Java Error Logs can be used to identify potential issues that may cause your game to work incorrectly. By providing this information to our team, you can help us determine potential sources causing the disruption to your game play. These Logs are most easily viewed in the Firefox or Chrome browsers; however, instructions on finding this information using Internet Explorer 9 (or later) is included in the instructions below. Accessing Error Logs in Firefox To access the error logs using Firefox, press the Control + Shift + J keys simultaneously during the part of the game in which you are experiencing the issue that you are reporting. When you press those keys, the Error Console opens.  If the error tab is not already selected, click the Errors button at the top.  This section displays any active error code(s) that are being experienced during that portion of the game.   Please take a screenshot or a screenvideo of the entire page of error codes.  Do not copy and past the error codes, but rather send in a screenshot or screen video of the whole page so that we can review the error codes as they are displayed. Instructions on how to take a screenvideo or screenshot have been provided below.How to:  Submit a Screenshot Video to Customer Supporthttp://support.zynga.com/cp_articleview?gameId=43&Id=kA160000000Go4JCAS All Games:  How to take a screenshothttp://support.zynga.com/cp_articleview?gameId=0&Id=kA160000000GnvsCAC&lang=en_US Accessing Error Logs in Chrome To access the error logs using Chrome, press the Control + Shift + J keys simultaneously during the part of the game in which you are experiencing the issue that you are reporting. The first time that you access the Java Console in the Chrome browser, it will default to the Elements tab.  Click the Consolebutton on the right side of the console browser. After clicking the Console button, the Console disaply opens.  Make sure the Errors tab is selected and take a screenvideo or a screenshot of all of the error codes.  The instructions for either of those steps are included in this article above. It is very important to send a screenvideo or screenshot of all of the error codes rather than copying and pasting them into your reply so that we are able to view them as they are displayed. NOTE: The Chrome browser will also display extraneous errors and flag them as unsafe.  This is a result of how the browser is reading these codes. They will not result in your game functioning improperly, nor do they signal safety or security issues. Accessing Error Logs in Internet Explorer 9 (or later versions) To access the error logs using the Internet Explorer browser, please press the F12 key during the part of the game in which you are experiencing the issue that you are reporting.   When the Java Error Console is opened in Internet Explorer 9 (or later) you will need to click the 'Script' button. On the next screen, click the Console button which will open the Error Logs.  Please take a screenvideo or a screenshot of this information using the instructions in the articles that have been linked above.  This will enable us to review the information to determine potential sources causing the disruption to your game play.  Please note that you will need to submit an entire screenvideo or screenshot of this information so that we can review it as it has been displayed.