Having trouble with something? We're here to help! Check out some solutions to common issues in the sidebar to the left of your screen. If your issue is not listed here, or if you are still having problems, send an email to support@ppy.sh. Alternatively, consider posting your issue in the Help forum, where someone will be able to help you.
Choose the section that matches your problem the most to find a suitable solution to the issue.
| Section | Area of focus |
|---|---|
| Account | osu!supporter, sign-in and access recovery, name changes, profile data |
| Account restrictions | All about restrictions: overview, appeal process, common reasons and cooldowns |
| Beatmapping and Editor | Maintaining your beatmaps, beatmap ownership, beatmap slots |
| Client | Bugs and crashes, gameplay, connection, performance |
| Installation and registration | Downloading the game, creating an account |
| Store | Merchandise |
| Tournament bans | All about tournament bans: overview, common reasons, and cooldowns |
| Upgrading to lazer | Migrating to the next major release of osu! |
| Website | Blocking users, contacting with the support, site appearance |
Log files are detailed recordings of what the game client is doing at any given point in time. We can use them to help determine what is causing your issue.
These files are extremely handy to have and can make solving even very complicated issues trivial.
If a support team member has asked you for these logs, here's how to get them:
Options button on the main menu, or press Ctrl + O.release into the quick-search bar. This will take you to the current release stream your client is using.Cutting Edge (Experimental).Options menu again and click Open osu! folder.Logs directory in the window that opens.Event Viewer is a built in component of Windows which can be used to find crash logs when osu! does not provide you with any. These crash logs can be used to help determine what is causing your issue.
When having problems with osu! crashing, if osu! doesn't give you a crash log the only place to find one is through Event Viewer.
If a support team member has asked you to find a crash log in Event Viewer, here's how to do it:
Win + R to open the run box.eventvwr and press Enter. This will open the Event Viewer.Windows Logs and then Application.Filter current log.Error box checked and click OK.Ctrl + F and type osu! in the find box. It will find the first crash log from osu!.Details tab, expand System and Event Data by clicking on each of them.The Frame Time Graph is a feature of osu! that can help us gather more useful information on performance issues you may be experiencing.
When faced with tricky performance issues in osu!, the Frame Time Graph is a good tool to help us diagnose the issue at hand, and help you find a solution to the issue.
If a support team member has asked you to take a video or screenshot with the Frame Time Graph open, here's how to do it:
Ctrl + F11 to open the Frame Time Graph.Shift + F12. This will upload the screenshot to the osu! servers and will open the screenshot in a web browser tab.Ctrl + F11.