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Help & Support

Need some tech support? Let us know and we'll try and help you out!


How to Report an Issue

Welcome to the Help and Support section of our forum! We are here to help! But we can't do that very well without having some important information from you first!

 

So before posting a thread stating that "AHH MY GAME CRASHES HELP ME", please provide us with the following things:

 

  1. An accurate description of the problem.
    1. When does the game crash?
    2. What game crashes? (because we have quite a few here)
    3. Can you reproduce the crash by repeating a certain action? (If so, please describe the steps in detail)
       
  2. Are you running any "add-ons" like Fraps or other recording software, modification to the game of ANY kind, etc.
     
  3. What kind of computer do you have? The more information you can provide, the better! But we MUST know the following things, else we will be unable to help you!
    1. Brand of PC (and model numbers are great too if you can locate them)
    2. What Operating System do you run? (Windows 7, Windows 10, or whatever)
    3. What Processor do you have?
    4. What GPU (video card) do you have?
    5. How much RAM do you have?
    6. How large is your hard drive(s)? Is there enough free space available?
    7. What Antivirus application (if any) are you running?
    8. Anything else you feel we should know about your system.
       
  4. How long has the problem been occurring? Did a certain game update cause it?
     
  5. Have you modified your game in any way? Mods are cool, but be honest with us if the problem could possibly be rooted in your own experimentation. We have all broken a game while fooling with it at some point, so no shame. We just need to know about it in order to help fix it.
     
  6. We need your crash dumps!! They are located in "C:\Users\username\Documents\W3D Hub\games\GameName\". If there are none, please let us know this too (it usually means that the crash is happening very early during execution, before the crashdump code runs, so this is useful to us too).
     
  7. Any extra information. Anything at all that you can think of. We are not magicians :science: , we are nerds :technobabble:. The ONLY information that we have available to diagnose your issue is whatever you provide us with.
     
  8. Patience. We will do the best we can, but sometimes it takes a little while to figure out exactly what the heck is going on. Please be patient and realise that we are helping out in our free time and for no compensation.
     
  9. Launcher Issues? If you're issue is with the launcher, rather than with the game, please head to this thread and follow the instructions there: 

 

Please follow these steps when you ask your questions, and we will do all that we can (within reason) to help get you back into the action! Cheers!


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