How to find my Player Logs / Save Files?
In general, there are three important pieces of information our Support Team needs before checking for the error that appears in your game.
Those are:
- Player.log - which contains information about what happened in the game during each launch instance.
- Save Files - which offer us the exact environment where the issues occurred.
How to find the correct Player.log file?
The default path of Player.log files is: C:\Users\[Your User]\AppData\LocalLow\Creepy Jar\Green Hell
To easily access it:
- Open the Run dialog box by pressing Win + R.
- In the box, type %appdata%
- On the address bar in Windows File Explorer, click on the AppData folder.
- Select LocalLow > Creepy Jar > Green Hell folders.
- Choose the latest one that had an error/crash in it.
Please note that every start and close of the game triggers a new log to appear. Please ensure that you have selected the correct files before sending them to us.
How to find the save files?
The general path of the Save File folders is under: C:\Program Files (x86)\Steam\userdata\[Your_Unique_User_ID]\815370\remote
Please note that this path may vary, depending on where you installed your Steam.
To easily access it:
- Open Steam and go to Steam Settings > Storage.
- Next to the size of the installed files bar, click the three dots (•••) > Browse Folder.
- This will open the 'steamapps' folder in Windows File Explorer.
- From there, click on 'Steam' in the address bar and look for a folder called userdata.
- Inside userdata, you will see folders named after your Steam ID(s). If you have multiple Steam IDs, you can sort the folders by the most recently modified to find the one you've been using.
- Once inside your Steam ID folder, look for a folder named 815370 > remote.
In that folder, you'll find your sessions names. Here’s how to identify them:
- SP stands for Singleplayer saves.
- MP stands for Multiplayer saves.
- The save slots are numbered from 0 to 3.
- The Client saves files are located in the Coop folder (so if you have a problem in Multiplayer you can send the files from this folder to us too, just remember to also send the Host save file along with them).
For example:
- SPSlot0.sav would represent the Singleplayer game saved in the first slot.
- MPSlot3.sav would be a Multiplayer save in the fourth slot.
Once you’ve found the correct files, feel free to send them over and we’ll continue investigating the issue for you.
How to find my settings file?
The general path of the settings file is under: C:\Program Files (x86)\Steam\userdata\[Your_Unique_User_ID]\815370\remote Please note that this path may vary, depending on where you installed your Steam.
To easily access it:
- Open Steam and go to Steam Settings > Storage.
- Next to the size of the installed files bar, click the three dots (•••) > Browse Folder.
- This will open the 'steamapps' folder in Windows File Explorer.
- From there, click on 'Steam' in the address bar and look for a folder called userdata.
- Inside userdata, you will see folders named after your Steam ID(s). If you have multiple Steam IDs, you can sort the folders by the most recently modified to find the one you've been using.
- Once inside your Steam ID folder, look for a folder named 815370 > remote.
- Copy the "Settings2.sav" file, paste it somewhere safe, .zip the file and send it over to us for review.
How to make a DxDiag file?
Use the steps below to generate a DxDiag:
- Hold the Windows key on your keyboard.
- Tap the R key to open the Run window.
- In the pop-up window, type: dxdiag
- Press the Enter key The DirectX Diagnostic Tool will load. If there is a pop-up window asking about digital driver signing, click Yes to proceed.
- Click the Save all information button
- Click the Save button - The file should be saved to your desktop as dxdiag.txt
- Click the Exit button
Please attach the dxdiag.txt file from your desktop to the Support Ticket.