Difference between revisions of "Troubleshooting"
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== Fixing Common Problems == | == Fixing Common Problems == | ||
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| + | I'm not sure where else to put this for now, | ||
=== <span style="color:#ffff00"> Can't connect to another player in multiplayer </span> === | === <span style="color:#ffff00"> Can't connect to another player in multiplayer </span> === | ||
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# Make sure everyone launches the game through Steam or GOG Galaxy (not a separate shortcut). | # Make sure everyone launches the game through Steam or GOG Galaxy (not a separate shortcut). | ||
# If using Mods, ensure everyone has the same mods active | # If using Mods, ensure everyone has the same mods active | ||
| − | |||
# Turn firewalls and antivirus off for all players. | # Turn firewalls and antivirus off for all players. | ||
# Verify Game Files [https://support.steampowered.com/kb_article.php?ref=2037-QEUH-3335 Steam] [https://support.gog.com/hc/en-us/articles/212807405?product=gog GOG] | # Verify Game Files [https://support.steampowered.com/kb_article.php?ref=2037-QEUH-3335 Steam] [https://support.gog.com/hc/en-us/articles/212807405?product=gog GOG] | ||
| Line 62: | Line 63: | ||
* Multiplayer currently Unavailable try again later | * Multiplayer currently Unavailable try again later | ||
** Ensure that Heroes of Hammerwatch can connect to GOG servers/That GOG isn't down (this can be checked in the console quite quickly, you should see "Signing in to GOG Network" followed by "Signed in to GOG Network" | ** Ensure that Heroes of Hammerwatch can connect to GOG servers/That GOG isn't down (this can be checked in the console quite quickly, you should see "Signing in to GOG Network" followed by "Signed in to GOG Network" | ||
| + | *** If the game isn't connecting to GOG Double check that you are not blocking connections with GOG service - *GOG.COM*, especially *auth.gog.com* and *login.gog.com*. (This applies to Steam users as well) | ||
| + | *** GoG seems to have stricter name profanity filters than Steam. This has caused people to be unable to connect to the GOG service. If your account name might be getting caught by this, try changing it and seeing if that helps, this is usually mentioned in the Galaxy Debug Log mentioned above. | ||
** If using the Steam version, ensure Steam is open. | ** If using the Steam version, ensure Steam is open. | ||
** Try restarting. | ** Try restarting. | ||
Revision as of 09:47, 3 May 2020
Game File Locations
The Save File, Log and .mdmp files (if created) are all in the Game Folder, the location will be something along the lines of
C:\Program Files (x86)\Steam\steamapps\common\Heroes of Hammerwatch
or, on Linux
~/.local/share/Steam/steamapps/Heroes\ of\ Hammerwatch/
depending on where your steam library is installed.
This can also be reached in steam by going to the game properties, and then clicking on the "Local Files" tab and then "Browse Local Files"
Save Files
Your save is in the /Saves/ folder. It will have a name similar to slot_0.hws The number in the filename is the number of the Profile you're playing on minus 1, so Profile 1 in game is is slot_0.hws, Profile 2 is slot_1.hws and so on.
The versions of the saves with .1 .2 .3 in the name are backups of the Main profile saves, if you have any issues with a save missing or becoming corrupt it's good to check if there are any of these backups in place. Whilst unlikely to contain different save information when compared to the main Slot save due to the nature of when they are created, they can be renamed to the same name as the main profile slot and loaded and are worth checking when other options have been exhausted.
Log
The Logfile is called HWR.exe.log, it might not be obvious if file extensions are disabled. It contains a live log of the in game console, and is updated during play. So you don't need to close your current session to check it. If you've restarted the game since the problem, previous logs are archived to the Logs folder, you can see timestamps in the names of these files to help select the correct file.
mdmp
If the game crashes to desktop, usually, but not always, there are mdmp files created. Please include these when mentioning any issues you had.
Galaxy Debug Log
If you've got issues with Galaxy not connecting, the log this produces can help diagnose the issue further.
- Download this file: https://cdn.gog.com/open/galaxy/sdk/Debug/GalaxyPeer.ini
- Put it in the game folder (where the .exe is)
- Start the game
- Reproduce the problem#
- DM the log file (GalaxyPeer.log) to Kelly or Melissa on Discord.
Reporting Bugs
If you've encountered any bugs, please ask for support in the Bug-reports channel of Discord (https://discord.gg/hammerwatch) or email the developers at support@hammerwatch.com
Please include your save, log and any mdmp's created as well as a Description of the issue, steps to reproduce it, and relevant screenshots.
Fixing Common Problems
I'm not sure where else to put this for now,
Can't connect to another player in multiplayer
- Check that Heroes of Hammerwatch is up to date and everyone is running the same build.
- Make sure everyone launches the game through Steam or GOG Galaxy (not a separate shortcut).
- If using Mods, ensure everyone has the same mods active
- Turn firewalls and antivirus off for all players.
- Verify Game Files Steam GOG
- Restart all players' PCs.
- Restart all players' routers, and check for any updates for your router.
The Multiplayer Button is Greyed Out
What does the tooltip message say when hovering over the multiplayer button?
- Multiplayer currently Unavailable try again later
- Ensure that Heroes of Hammerwatch can connect to GOG servers/That GOG isn't down (this can be checked in the console quite quickly, you should see "Signing in to GOG Network" followed by "Signed in to GOG Network"
- If the game isn't connecting to GOG Double check that you are not blocking connections with GOG service - *GOG.COM*, especially *auth.gog.com* and *login.gog.com*. (This applies to Steam users as well)
- GoG seems to have stricter name profanity filters than Steam. This has caused people to be unable to connect to the GOG service. If your account name might be getting caught by this, try changing it and seeing if that helps, this is usually mentioned in the Galaxy Debug Log mentioned above.
- If using the Steam version, ensure Steam is open.
- Try restarting.
- Ensure that Heroes of Hammerwatch can connect to GOG servers/That GOG isn't down (this can be checked in the console quite quickly, you should see "Signing in to GOG Network" followed by "Signed in to GOG Network"
- Multiplayer is unavailable due to having an Unpacked Mod enabled
- In the mod menu, deselect the unpacked mod.
- If you have both a packed and an unpacked version of the same mod, you will need to enable or disable them both at the same time.
My textures have been replaced by red text, or the lighting effects have become very blown out
This bug has been around a long time, it seems to be caused by extended sessions of play, and as such it's refereed to as the "take a break bug"
It can be easily fixed by restarting the game, if you're in the middle of a run you can exit out and your progress will be saved.
