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Guidelines for posting in Help & Support


Einstein

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Hello! Welcome to the Help and Support section of our forum.


We the staff are here to help. But in order for us to do that, we need some vital pieces of information from you first. So before posting a thread stating that "AHH MY GAME CRASHES HELP ME", or "AHH MY LAUNCHER ISN'T WORKING HALP", please check the help threads in this forum pertaining to the issue that you are experiencing.

AFTER you have done that, if your problem persists, then make a new thread here, and calmly and clearly provide us with the following information for the issue that you are experiencing:


For Launcher related problems:

Spoiler
  1. An accurate description of the problem.
    1. Lorem Ipsum
       
  2. 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 model Processor do you have?
    4. What model GPU (video card) do you have?
    5. How much memory / 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 that we should know about your system.
       
  3. How long has the problem been occurring? Did a specific change to your system cause the issue?
     
  4. Have you modified your game or operating system 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.
     
  5. We need your log files. The Launcher places a log file at the following location: [...] Please upload or copy/paste the contents of this file here so that we can analyze it and better understand the issue.
  6. We need your screenshots. If you can provide screenshots of the problem, this may assist us with finding a solution.

 


For Game related problems:

Spoiler
  1. An accurate description of the problem.
    1. When does the game crash? Immediately or at a specific time or place?
    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"? Third party applications like Fraps or other recording software, modifications 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 model Processor do you have?
    4. What model GPU (video card) do you have?
    5. How much memory / 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 that we should know about your system.
       
  4. How long has the problem been occurring? Did a specific game update or system change cause it?
     
  5. Have you modified your game or operating system 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!! Crashdumps are special log files that are automatically generated by many game crashes, and they will appear at one of the following locations by default, depending on the game in question:
    • Interim Apex - C:\Program Files (x86)\W3D Hub\games\ia-release\IAFiles\InterimApex
    • Stock Renegade (with TT patch) - C:\Users\UserName\Documents\Renegade\Client
    • All other games distributed by the W3D-Hub launcher - C:\Users\UserName\Documents\W3D Hub\games\GameName
    • (Normal game logs appear at the locations listed above as well, just FYI.)
    • If there are no crashdumps, please let us know this too. It usually means that the crash is occurring very early during execution - before the crashdump code runs, so this is useful for us too.
  7. We also need your screenshots. If you are able to capture a screenshot of something during the crash, those can be helpful to us as well. Screenshots will be located either in the folders mentioned above, or elsewhere depending on whether you use the in-game screenshot function or a 3rd party utility. Screenshots taken by Windows itself will either go to the "Screenshots" folder in your Pictures folder, or to the Clipboard (in which case you would need to paste the image into Paint and save it to a file).
     

 


Additionally, we need the following from you:

  1. Any extra information. Please tell us anything at all that you can think of that might be relevant to your issue. 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.
     
  2. Patience. We will do the best we can, but sometimes it takes a little while to figure out exactly what is going on. Please be patient and realize that we are helping out in our free time and for no compensation.
    Spoiler

    If you insult us while petitioning our help, we may decide to stop helping :v 

 


So, do this for us 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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