Retrieving DXDiag and VulkanInfo

• • A note on privacy
  • Retrieving DXDiag
  • Retrieving the VulkanInfo
    • • On Windows machines
      • On Linux machines
  • Troubleshooting empty VulkanInfo files
  • Vulkan Hardware Capability Viewer application usage

In some cases (especially when trying to determine the cause of crashes) Egosoft support might ask for DXDiag and Vulkaninfo. This data contains detailed information about your system environment, and is used to verify that drivers/hardware are compatible with the game, and/or as a source for determining issues which only occur on specific driver/hardware combinations. The following instructions explain how to retrieve the details.

A note on privacy

Please note that while these logs are intended purely to provide technical information, they still contain information which might be considered personal. For example, the computer name could include your nickname/personal name if you have set it as such, and/or there may be unique identifiers which could theoretically be traceable back to you (e.g. the computer ID or the hardware combination within it, which may provide a unique footprint). Egosoft will only use the provided information to resolve the crash issue, but if you don't want to share such information with the recipient(s), then you can filter this out before sending the data.

Retrieving DXDiag

1. In the start menu enter: "dxdiag" (without the quotes) and press ENTER
   
2. The DirectX Diagnostic Tool opens. Click on Save All Information...
   
3. Save the information on your computer. This is the file that you will need to attach to your email when contacting Egosoft support.

Retrieving the VulkanInfo

On Windows machines

1. In the start menu enter: "cmd" (without the quotes) and press ENTER
   
2. A command window opens. Enter:
   vulkaninfo > "%UserProfile%\Desktop\vulkaninfo.txt"
   and press ENTER
   
3. On your desktop you will then find a new file called: "vulkaninfo.txt". This is the file that you will need to attach to your email when contacting Egosoft support.

On Linux machines

1. Open a terminal window
2. Make sure that vulkaninfo is installed on your system. The steps to install this differ, based on the Linux distribution you are using. In most cases you can install this tool by installing the vulkan-utils package (e.g. by running sudo apt install vulkan-utils).
3. Run vulkaninfo and copy/paste the output into the mail (or redirect it to an output file i.e. vulkaninfo >vulkaninfo_output)

Troubleshooting empty VulkanInfo files

If the generated file is empty, try running "vulkaninfo" (without the > %UserProfile%\Desktop\vulkaninfo.txt part). If this just results in output similar to the following, then you are likely to be suffering some corruption in your Vulkan/graphics card driver installation (note that the version number can differ in your run).

To resolve this, you should reinstall (preferably with a clean installation) your graphics card drivers. If the issue persists, please contact your vendor/manufacturer.

Vulkan Hardware Capability Viewer application usage

1. You can also send information about your device using Vulkan Hardware Capability Viewer application. To do this follow the link and install it for your platform.
2. After installing go to the 'release' folder and launch vulkanCapsViewer.exe.
3. Select your main graphics device.
   
4. Click on the 'save' button and save the created .json file.
   
5. This file you will need to attach to your email when contacting Egosoft support.