How to diagnose a specific user issue


We've been using PhotonChat in the mobile game for quite a while. Everything is working fine. But one user has run into a connecting issue and been not able to connect the chat for 2 months. This is the very rare case for our game. I have no idea about what's wrong with.

We're using Unity 2017.4.4f1 with PhotonChat Version

Any idea to diagnose the issue like this? Where can we get started with?



  • JohnTube
    JohnTube ✭✭✭✭✭
    Hi @takuya,

    Thank you for choosing Photon!

    Send an email to [email protected] with as many details as possible:

    - link to this forum discussion
    - AppID
    - AppVersion
    - Unity version (Unity 2017.4.4f1)
    - Photon Chat version (
    - Country/City, ISP and IP address(es) of the customer
    - logs from the user's device, etc.

    Helping your user depends on how much cooperation you can get from him.
  • Appreciate your response.

    We're getting in touch with the customer and will send an email with more details.