Get Help
Get Support
We, the Photon Team (sometimes referred to as Photonians :), are dedicated to help you. If you've got questions or your app doesn't work but you really wish it would, try any of these:
-
- Take a look at our forum to see if the matter has not been posted there before. Use the search feature and avoid duplicates. If nothing came up you could ask a new question or start a new discussion.
- If you did not get help on the forum within 2 workdays or if the issue requires exchanging private information about your project, send us an email.
Get Support Faster
For quick turnarounds please include:
a short description of the issue in English: "expected behaviour" vs. "actual behaviour". How frequent is the issue? Does it happen for everyone and all platforms? In specific situations? What happens?
can you reproduce this with one of our demos (modified or not)? Include repro steps or minimal repro project. For Unity, make use of the export package feature.
details about the client environment used:
Send us the package version.
The platform details could be useful (device model and OS). e.g. iPhone X/iOS 10, Pixel 2/Android 8.0.
For Unity builds, let us know which Editor you use (including the third digit) and if you compile via IL2CPP or Mono.
details about the network environment when needed:
- Send us the protocol used:
- IPv4 or IPv6 (or DNS64/NAT64).
- UDP or TCP or WSS, etc.
- Modem, router or other network equipments used in the affected network (gateway or between client and server).
- Via email only: We may request that you provide:
- Public IP address of affected client(s) / server(s).
- Results of
ping
ortracert
/traceroute
.
- Send us the protocol used:
add screenshots or a short video if the problem is something visual.
Here we provide a simple report template that you can use as a basis:
# Describe the bug
A clear and concise description of what the bug is.
# To Reproduce
Steps to reproduce the behavior:
1. Go to '...'
2. Click on '....'
3. Scroll down to '....'
4. See error
# Expected behavior
A clear and concise description of what you expected to happen.
# Actual behavior
Tell us what happens instead
# Screenshots:
If applicable, add screenshots to help explain your problem.
# Desktop (If applicable, please complete the following information):
- OS: [e.g. iOS]
- Version [e.g. 22]
# Smartphone (If applicable, please complete the following information):
- Device: [e.g. iPhone6]
- OS: [e.g. iOS8.1]
# Additional context
- Unity Version: [version]
- Bolt Version: [version]
- Network Configuration: [config]