Accessing Support

Support is only available to developers who have purchased EOS Online Subsystem on the Unreal Engine Marketplace.

Verify your purchase

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

Once we've checked your receipt, you'll be able to send messages in the #eos-online-subsystem channel under the Support - Standard Support category.

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]
LogRedpointEOS=VeryVerbose
LogRedpointEOSIdentity=VeryVerbose
LogRedpointEOSSocket=VeryVerbose
LogRedpointEOSSocketLifecycle=VeryVerbose
LogRedpointEOSSessionListening=VeryVerbose
LogRedpointEOSNetworkTrace=VeryVerbose
LogRedpointEOSNetworkAuth=VeryVerbose
LogRedpointEOSStat=VeryVerbose
LogRedpointEOSAntiCheat=VeryVerbose
LogRedpointEOSFriends=VeryVerbose
LogRedpointEOSFileTransfer=VeryVerbose
LogRedpointEOSVoiceChat=VeryVerbose

The full list of log categories and what they emit at various logging levels is shown below. The log levels in bold are the default log level for the category. Only the default log level and increases in the log level are documented.

Log Category	Log Level	Description
LogRedpointEOS	Verbose	General purpose logs from the EOS SDK and the plugin itself.
	VeryVerbose	Includes some extra logs from the EOS SDK itself, as well as plugin logging that would be too verbose for normal usage.
LogRedpointEOSIdentity	Verbose	Logs when a local users sign in and sign out.
	VeryVerbose	No effect.
LogRedpointEOSSocket	Warning	Warnings and errors related to P2P sockets.
	Verbose	Logs when P2P sockets are opening and closing, and when they receive reset packets for channels.
	VeryVerbose	Logs whenever a P2P socket receives a packet, but does not log the packet contents or length.
LogRedpointEOSSessionListening	Verbose	Logs when the session system is aware that the game has started or stopped listening for multiplayer connections.
	VeryVerbose	No effect.
LogRedpointEOSNetworkTrace	Verbose	Logs the contents of every P2P packet sent or received only if the compile-time flag ONLINE_SUBSYSTEM_EOS_ENABLE_NETWORK_TRACING is also enabled. See "Enabling additional diagnostics" below.
	VeryVerbose	No effect.
LogRedpointEOSNetworkAuth	Verbose	Logs related to network authentication when a client connects to a server or a server accepts an incoming client.
	VeryVerbose	No effect.
LogRedpointEOSStat	Warning	No logs are emitted by default.
	Verbose	Logs related to encoding stat values when reading or writing EOS stat data.
	VeryVerbose	No effect.
LogRedpointEOSAntiCheat	Verbose	Logs related to Easy Anti-Cheat (EAC). Extremely useful to diagnose issues with Anti-Cheat protected games, so you should leave this logging category on at all times.
	VeryVerbose	Logs when internal Anti-Cheat events fire and when Anti-Cheat packets are sent or received to a client (regardless of whether the client is connected over P2P or IP).
LogRedpointEOSFriends	Warning	Warnings and errors related to the cross-platform friends database and the synthetic friends list.
	Verbose	Additional logs including how many friends were processed by ReadFriendsList, friend event propagation from delegated subsystems and successful friend invite operations. You must increase this category to Verbose for the DumpRecentPlayers and DumpBlockedPlayer APIs to do anything.
	VeryVerbose	No effect.
LogRedpointEOSFriends	Warning	Warnings and errors relating to file transfers to and from the User Cloud service, and file transfers from the Title File service.
	Verbose	Additional logs relating to the WriteFileOperation callbacks that occur when uploading files to the User Cloud service.
	VeryVerbose	No effect.
LogRedpointEOSVoiceChat	Warning	Warnings and errors related to incorrect usage of the voice chat APIs.
	Verbose	Logs when the tracked voice chat channels changes due to players entering or exiting lobbies and parties.
	VeryVerbose	No effect.

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.

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.