This article will acquaint you with how to send us a problem report on BlueStacks 4 if you are experiencing any issue while using BlueStacks.
You can report actionable technical data directly to BlueStacks Support, enabling them to understand the nature of the issue you are experiencing and provide a faster resolution.
All users who are facing an issue with BlueStacks 4 and wish to contact support for help.
BlueStacks versions affected
BlueStacks version 4.140 and above.
1. Click on the 'Menu' icon and go to "Help and Support" as shown below.
2. Here in the "Help and support" tab, you will see the "Report problem" button, click on it.
3. On clicking the "Report problem" button a new window will pop-up as shown below.
Please provide all the information required by this form, especially the description of the symptoms you are observing. After filling all the details click on the "Submit report" button to complete the process.
What happens when you click on Submit?
Upon clicking Submit report, you will be sending us program log files containing error information recorded by BlueStacks. Our Technical Support Engineers categorize the problems according to the symptoms described by you and analyze the log files to identify the nature of the problem and diagnose its root cause.
What is actionable information?
Primarily, we need log files generated by the BlueStacks where it records error information. It also includes the BlueStacks version and the Windows OS version (10, 8.1, 8, 7). This information is "actionable" for us, i.e., we can begin acting on it through analyzing the log files to identify the nature of the problem and diagnose its root cause in order to resolve the problem.
Isn't an email/post on this support forum sufficient?
Unfortunately not. An email/post on the support forum is informative because it describes the symptom you are observing, but it does not provide us with any actionable information. This means it does not provide us with the error information that is necessary for identifying the nature of the problem and diagnose its root cause for resolving the issue.
For example, if an email/post states, "Cannot start BlueStacks", there could be several reasons causing it:
- The latest version of BlueStacks and it is not working specifically on your PC.
- You are using an older version of BlueStacks and the issue you are experiencing may be resolved in a later version.
- Changes in your PC due to Microsoft Windows Updates.
- Conflicts arising due to Windows or 3rd party security software on the PC.
- A new Android app is using some graphics API that is not supported by the version of the graphics driver on your PC.
Hence, it is difficult for us to understand why you are experiencing this problem without tangible and actionable information.
Why do we ask for your email address?
Our Technical Support Engineer may send you an email suggesting a workaround or a solution, that may resolve the issue quickly. When a critical problem is resolved and its software update is available for download, we may also send you an announcement by email.
How soon should I expect to receive a response?
If we have a quick resolution to offer, you'll receive an email within a couple of days. However, please be patient, we may not be able to respond to you personally. The analysis of logs and especially the diagnosis is a manual process and can take a few days. We rank issues based on their frequency and the severity of their impact on our user community and address them in rank order.
We genuinely appreciate your choosing BlueStacks. We hope you enjoy using it. If you have any further questions, please contact us at support at bluestacks dot com. Thank you very much.
Last updated on October 3rd, 2019