If you're experiencing a problem with one of 2K's products and want to file a support ticket, please take a moment to read this article. In order to help us help you as quickly and successfully as possible, providing us with as much information about the issue you're experiencing would be greatly appreciated.
Here's the information that is required from you when you file a ticket (you'll have to fill in or select this info from drop-down menus in their associated fields):
- Your name
- Subject (a quick summary of what's going on)
- Description (a full explanation of what's going on)
- Game you're experiencing an issue with
- Platform (this is either the device or operating system you're on; examples include Xbox One, iOS, and PC - remember that playing a PlayStation 4 game on your PlayStation 5 is different than playing a PS5 game)
- Platform name (your user ID on whatever platform you're filing a ticket for; an example would be your Xbox Live Gamertag)
An optional (but incredibly helpful) piece of information to include is the Issue Type, which helps us categorize your support ticket faster and get it in front of the team member best equipped to handle your issue.
NOTE: If you filed a support ticket with us and haven't seen a response, please check your spam folder (or log in to our support site) to check for updates.
Attachments
Now we come to attachments. Although attachments are totally optional, they can be incredibly helpful. Basically, an image of the error and/or DxDiag/MSinfo files can speed up the support process.
Creating DxDiag.txt and MSinfo.txt
If you have a PC running Windows, DXDiag and MSinfo files provide a written, comprehensive view of your hardware, system components, and software environments. Providing these files to our agents can expedite the support process by giving us information about what your PC setup is like.
To create the DxDiag.txt
- Go to Start > Run and type 'dxdiag' (without quotes please) in the 'Open' field and press OK button
- Wait for 'green' progress bar to finish loading and then press the 'Save All Information...'’ button
- Name the file with some useful info, like your name and the date, and save it where you can find it, like the Desktop, by pressing the 'Save' button
- Press the 'Exit' button to quit this application
Export a MSInfo report:
- Go to Start > Run and type 'msinfo32' (without quotes please) in the 'Open' field and press OK button
- When the 'System Information' window is open, click on 'File' in the top toolbar and select the 'Export...' option
- Name the file with some useful info, like your name and the date, and save it where you can find it, like the Desktop, by pressing the 'Save' button
- The export process can take a few moments, so please wait for the progress bar to finish, and then you can close this application
Taking Screenshots
OK, no two systems let you take screenshots in the same way. Here are the is a page outlining the easiest methods for various operating systems/devices.
If we don't have your system listed there, don't worry! Sending us a photo you've taken with your phone will likely work just as well!