How to diagnose a specific user issue

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takuya
takuya ✭
in Photon Chat
Hi

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 4.1.1.17.

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

Cheers,

Answers

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

    Thank you for choosing Photon!

    Send an email to developer@photonengine.com with as many details as possible:

    - link to this forum discussion
    - AppID
    - AppVersion
    - Unity version (Unity 2017.4.4f1)
    - Photon Chat version (4.1.1.17)
    - 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.
  • takuya
    takuya ✭
    Options
    Appreciate your response.

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

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