When submitting a ticket, there are a couple of things that can be included that will help our team to identify and fix an issue. Also, this may save some time in waiting for messages back and forth between you and the support team.
Check our Forums
Before proceeding, please check the Warframe Android Sub-Forums to see if your issue is already known. Here, you can post your experience or add to an existing post that will speed up the Dev team's awareness of an issue.
Game Logs
If you are having a technical issue, sending your game logs can help us better analyze the problem.
Please follow these steps only after reproducing the problem or error.
- If you are unable to get into Warframe, you can access and save the game Logs by triple-tapping the top left corner of the Warframe Launcher screen (in landscape mode).
- If you are already in-game, press the three horizontal lines in the upper left corner of the screen.
- Then, press Options in the menu.
- In Options, go to the Account tab. At the bottom of the screen, press the SEND ERROR LOGS menu item.
- You will then see options for sending the log files archive in *.zip format. Choose the most suitable option for you depending on your device.
- Attach the logs.zip file to your support ticket. Once you have uploaded it, please write the name of your Android device and your OS Version (open Settings and search for "About Phone/Tablet" or "Android version" in the search bar), then click Submit.
- Finally, tap the mail app icon and send the logs.zip file to mobile@warframe.com as well. Please include a description of the issue with this email.
Video Clips
These can help us narrow down the issue a lot quicker. Please record how you encountered the issue and include any steps to reproduce it where possible.
You can take a screen recording on most devices using the following steps while in-game:
- Open Quick Settings: Pull down from the top of your screen to open the Quick Settings panel.
- Find Screen Record: Look for the "Screen record" or "Screen Recorder" icon; swipe right if needed.
- Start Recording: Tap the icon, choose audio (device, mic, or both) and show touches, then tap "Start recording".
- Stop Recording: Swipe down and tap the "Stop" button or the red/square notification option.
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Upload your file. Select the screen recording from your device and upload it to your ticket.
Android screen recordings are usually saved in your phone's Gallery or Google Photos app, often in a specific "Screen recordings" album or a "Movies" folder within Internal Storage, accessible via your file manager
Is the file to big?
Use Cloud Storage (e.g. Google Drive, Dropbox, or OneDrive) and send us a shareable link. Make sure to set the permissions to allow us easy access to the link.
Screenshots
A screenshot can help us understand what you're seeing. It can also potentially help us to provide better support to other players who had the same issue. You can take a screenshot by using the following steps:
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Taking the Screenshot
Power + Volume Down: While in-game, then quickly press and release the Power button and the Volume Down button at the same time.
Quick Settings Toggle: Swipe down from the top of the screen to open Quick Settings, then tap the "Screenshot" or "Take Screenshot" icon (you might need to add it by editing the panel).
Google Assistant: Say "Hey Google, take a screenshot" to activate it. - Upload the screenshot: You can find the screenshot on your phone's Photos or Gallery app.