Here is a reply from AE that was quite usefull to help service an issue. If you ever have problem do this before opening a call it will help solve the issues.
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My apologize for the delay in getting back to you about this. As far as the logs go, we'll need you to send in whatever logs are generated by the game during the crashes you are experiencing. If you do not have the Debug Logging enabled, or if you are unsure if you do, here are some steps in order to get that option turned on:



Once you login to the game, you can turn on the Debug Logs by accessing the Blue Gem Menu, and selecting Options from the list. Once the Options window is open, the tab in the top right hand corner of the window will say "Options." Click on that tab. Once that tab is displayed, up near the top of the window there will be a checkbox that says "Enable Debug Logs." Make sure this box has a checkmark in it.



Once you do this, if the game crashes again, then we'll need you to upload the Debug Log File that was generated for that particular play session.



If the issue occurred during your last session, the logs will be located in the folder \Horizons\logs\



If the issue occurred in an older session, find the logs in \Horizons\logs_old that approximately match the date and time of the session in which the problem happened.



Once you have the logs uploaded to us, we can pass them over to our Development Team so they can take a look at them, and gain a little more insight into what is causing the crash.



Rawdge-AE
Customer Service Rep
Artifact Entertainment