NOTE: If you're unable to launch BlueStacks Air to submit a problem report, click here.
How can I report a problem?
If you ever happen to face a problem while using BlueStacks Air, you can submit a problem report so that we can help you find a resolution.
This article will guide you through the steps for reporting any problem you are experiencing while using BlueStacks Air.
1. In BlueStacks Air, click on the “?” icon on the top bar.
2. From the drop-down menu, select “Report a problem”.
3. Within the new window that will appear, mention all the required details about the problem you’re facing along with your email address.
4. Click on “Submit report” and we’ll get back to you with more details.
How can I submit a problem report if BlueStacks Air is stuck on the loading screen?
1. Within Finder, click on "Go" and from the drop-down menu, select "Applications".
2. Right-click on BlueStacks and click on "Show package contents".
3. Now, click on Contents ➔ MacOS ➔ HD-LogCollector, as shown below.
4. The problem report window will then appear, where you can add the details of the issue you're facing and attach any relevant images/videos that can help us troubleshoot the problem.
Once all the details have been added, click on "Submit report".
Now that your report has been submitted, we'll get back to you as soon as possible with further steps.
Have any questions?
Q. What happens when you click on "Submit report"?
A. Our Technical Support Engineers will analyze the problem you're facing and diagnose its root cause so that they can solve it and provide you with a solution.
Q. What is actionable information?
A. The information we get from the log files about the problem you're facing is "actionable" for us, i.e., we can use it to identify the nature of the problem and diagnose its root cause, in order to find a resolution.
Q. Why do we ask for your email address?
A. Our Technical Support Engineers may send you an email suggesting a workaround or a solution, that will resolve the problem quickly. We may also email you about new software updates that resolve any critical problems faced by many different users.
Q. How soon should I expect to receive a response?
A. If we have a quick resolution to offer, you'll receive an email within a couple of days. However, please be patient as the analysis of logs and the diagnosis is a manual process and can take a few days. We rank issues based on their frequency and their impact on our community and address them in rank order.
Thank you for choosing BlueStacks Air. We hope you enjoy using it. Happy Gaming!