Whether you’re experiencing a technical issue, poor game performance, repeated crashes, or another problem you can’t solve on your own, we’re here to help! The SEGA Support site not only contains a knowledgebase of common issues and solutions, but our support team is available to provide one-on-one assistance if you can’t find a fix for your problem.


STEP 1: COLLECT INFORMATION


Whenever you encounter a technical issue, your first step should always be to collect information and details about the problem as it happens. This will be used to identify the cause of the issue, which will in turn help you—and the support team—search for solutions.

  • COPY ANY ERROR TEXT. Error messages often identify the cause of a problem. Be sure to grab a screenshot or copy any error text that appears so you can include it in your report.
  • TAKE A CLEAR SCREENSHOT OF THE PROBLEM (if possible). An image or video is worth a thousand words, and often highlights information that would otherwise be missed.
  • CREATE A SAVE FILE OR REPLAY. Particularly if you’re experiencing a performance issue, make sure to capture a save or replay when the problem is happening.
  • TAKE NOTES. Write down everything you know about what happened, when it happened, and any circumstances that may have caused it to happen. Simply reporting that you encountered an issue is rarely enough for us to identify the problem; explaining what you experienced and how you got there gives us a better chance of understanding the problem and finding a fix.

 

STEP 2: SEARCH FOR A SOLUTION


[TECH ISSUES] Basic Steps to Address Common Game issues

↗ Total War Support Knowledgebase (support.sega.com)

The support knowledgebase is an ever-growing repository of information, solutions, and workarounds for common problems and issues in the Total War series. You should always search the knowledgebase to see if there is already a solution to any problem you encounter; if one already exists, it's the first place you'll be directed by a support agent when you contact the team!

 Here’s how to get started:

  • Use the Search field to see what articles already exist about your issue. Experiment with different words that relate to the problem at hand if you’re not finding any answers.
  • Can't find a solution to your issue? Then you’ve done your part! It’s time to contact our awesome support team so they can help you out!

As new issues (and solutions) are discovered, the support site will add new articles with those solutions. Check back whenever you encounter an issue in the game!


STEP 3: CONTACT THE SUPPORT TEAM


↗ SUBMIT A SUPPORT REQUEST (support.sega.com) 

If you are unable to find a solution in the knowledgebase, you can submit a request to the support team for assistance. Before you submit a request, keep these things in mind when completing the form:

  1. Fill out EVERY field! Each field provides a piece of the puzzle, and every piece helps us better-understand the whole problem. Be thorough so we can get back to you with the best solution(s).
  2. Be descriptive! Don't hold back when describing the problem you're experiencing! Try to highlight when it happened, what might have caused it, what you experienced, and any information that might be helpful for the team.
  3. Attach a copy of your dxdiag! Especially if you're experiencing a technical issue, your dxdiag file can provide some valuable insight into the root cause of the problem.
  4. Attach any other relevant files. A save, replay, crash log, performance log…anything that can help clarify the problem at hand.
  5. Attach any screenshots or videos of the issue. A picture or video can be worth a thousand words. Attach any files you think will be helpful!

Once you've filled out the ticket fields, hit the Submit button and a support agent will get back to you as soon as possible!