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Baroness Von Panda

How to Submit a Support Request!

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If you are having trouble with Age of Empires: Castle Siege, there are two ways to submit a Support Request to us
 

1. Personal Message:

Please send issues regarding your personal account, or device information to @Baroness Von Panda. Never post personal data to the public forum. For example; personal donations, missing gold/purchases etc. 
 

2. Email: 

Drop us an email at community@smokingguninc.com with your issue. If relevant, please include screenshots and game logs. 

 

What to send: 


Log Files

Log files are temporary app data that log various events that occur in-game, including when a player closes the game, how many matches were played, and when disconnections happen. They are reset if the game app is restarted. These log files contain valuable information that helps us developers to narrow down various technical issues. Often times, not everyone experiences the same issue, so it’s very helpful for us to obtain the log files from those who are experiencing it. 

Please send the following information by email to community@smokingguninc.com, or in a private message to @Baroness Von Panda with the log file attached.

Customer Support Form

- Your GamerTag:
- Error Message: 
- Device: 
- Operating System: 
- Connection Type:
- Log File

Windows: How To Send A Log File

1. Open up the Windows Explorer (Windows key + E).
2. Navigate to: %localappdata%\Packages
3. Find Microsoft Castle Siege
4. Open up Local State
5. Find Logs.
6. Send us everything you find there.

iOS: How To Send A Log File

1. Connect your phone to iTunes.
2. Scroll down to Apps.
3. Click on Age of Empires: Castle Siege. On the right side, find the file called "CastleClient.log" 
4. Copy and paste that file to another file location.
5. Open the file in a text program.
6. Send us everything you find there.

Android: How To Send A Log File

1. Connect your phone to your PC.
2. Navigate to PC\<AndroidDevice>\Internal shared Storage\Android\data\com.microsoft.ageofempirescastlesiege\files\logs.
3. Find the file called "CastleClient.log" 
4. Copy and paste that file to another file location.
5. Open the file in a text program.
6. Send us everything you find there.

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