Crashes, disconnects and timeouts while you're logged in can have many causes, so we need a bit more information than for a simple login problem.


What to send us

Open a ticket or email techsupport@redlightcenter.com with:

  • What happened and when. For example: after a few minutes, in a particular region, or when many people are around.
  • The exact text of any error message.
  • Your operating system version. On a Mac, also the chip (Apple menu → About This Mac).
  • Your internet setup:
    • Who is your internet provider?
    • Is it cable, DSL, fibre or something else?
    • Are you on a wired or wireless connection?
    • Do you use a router?
  • What security software (antivirus, firewall, VPN) you're running.
  • The log files listed below, attached as files. Please do not paste their contents into the message; pasting loses information we need.


Where the log files are on Windows

Attach Debug.log, Patch.log and Repair.log from the client's folder. Paste the path into the address bar of File Explorer to open it.

  • Red Light Center, 64-bit Windows: C:\Program Files (x86)\Utherverse Digital Inc\Redlightcenter
  • Red Light Center, 32-bit Windows: C:\Program Files\Utherverse Digital Inc\Redlightcenter
  • Utherverse, 64-bit Windows: C:\Program Files (x86)\Utherverse Digital Inc\Utherverse VWW Client
  • Utherverse, 32-bit Windows: C:\Program Files\Utherverse Digital Inc\Utherverse VWW Client

If you installed the client somewhere else, look in the folder you chose.


Where the log files are on a Mac

Attach debug.log and debug.bak. They are in a hidden folder:

  1. In the Finder, open the Go menu and choose Go to Folder…
  2. Paste ~/Library/Logs/Utherverse and press Return.

If the client crashed, also attach the newest crash report: open Go to Folder… again, paste ~/Library/Logs/DiagnosticReports, and look for the most recent file whose name begins with Utherverse.