TECH SUPPORT GUIDELINES
We have a tech support bulletin that is updated regularly. It contains info about Windows 10, performance and connections issues etc
Review the known issues and changelog pages to see if your issue has already been reported and/or fixed.
To report issues, please open a support ticket.
Registration is optional. If you register, it i) will help you keep track of your tickets ii) you will be able to look up tickets in case you delete the emails associated with them, and iii) we can communicate with you via the ticket email if we have further questions.
Just click on Submit A Ticket and even if you don’t register beforehand, be sure to use a valid email.
We review all tickets as they come in. Then we review and try to reproduce the issue in the game.
Sometimes we will respond to a ticket before closing it. Other times we will just close it once we have reproduced and resolved the issue. If we can’t reproduce an issue, we will leave the ticket open. Also, you can always re-open a closed ticket.
Also, if you are reporting several issues, you can put them all in a single ticket.
THOUGH THE GAME IS STILL IN DEVELOPMENT AND THINGS WILL BREAK FROM TIME TO TIME, IT IS IMPORTANT TO NOTE THAT WE FIX THINGS AS THEY ARE REPORTED TO US. MORE IMPORTANTLY, CRASH BUGS ARE HARD TO FIND AND FIX. WHICH IS WHY WE IMPLEMENTED (Build 00.09.05.04 | 15-08-04) A BUG TRACKING (BUGSPLAT) SOLUTION (SEE KB70). PLEASE SEND THOSE IN TO US. YOU DON’T NEED TO ENTER ANY PERSONAL DETAILS. JUST A SHORT DESCRIPTION OF WHAT YOU WERE DOING WHEN THE CRASH OCCURRED. DOING SO MAKES IT EASIER FOR US TO TAKE A LOOK AT THE CRASH DUMP AND TRACE THE ORIGINS OF THE CRASH SO WE CAN FIX IT.
HOW TO REACH US
The server status page gives the status of the servers. If you need to get in touch with us for an urgent (e.g. server down etc) issue, you can come to our Discord server (channel invite).
- Helpful chat/console commands:
- /where or /loc
Use to display your location in order to report a scene related issue. e.g. you fell through the terrain, saw an object in the air, a missing object icon etc. Write down the info which is also copied to the clipboard so you can also use CTRL+V to paste it into a support ticket.
Say you’re running through Heatwave and you see a floating console. You would do the following:
- type /where in the chat box to obtain your XYZ location
- make a note of the location info e.g. 514.03, 388.44, 44.96
- submit a ticket and report it. e.g.
Subject: Heatwave – floating console
Message: floating console at 514.03,388.44,44.96
- /ping on or /ping off
Use to determine your ping to the server. One command turns it on, the other turns it off. Your ping to the server should be a minimum of 200ms or less.
- /where or /loc
All Support Bulletins
Locating the game CONFIG file
Locating the game docs
Screen Resolution Fixes
Game Assets dB