How to report a problem

[76561198103597845]

Hello Superfrog HD fans,

This thread is to help provide instructions for reporting bugs and troubleshooting common issues.
Before posting any problems that you have, please first:

• Check all of the information on this page to resolve the issue
  
• Use the “Search discussions” box to ensure your bug hasn't already been reported.
  
• Double check the Solved Problems forum to ensure that your bug hasn't already been addressed.
  If it has been included in the forums already, then please feel free to post in that existing thread to add your supporting information/DxDiag.

If you've found a bug that’s not been reported yet, then please start a new thread in this sub forum using the template below:

OVERVIEW:
A brief description of the issue.

STEPS:
The steps required to reliably recreate the issue.
e.g.
1. Launch the game
2. Select Single Player
3. etc.

RESULT:
A description of what will happen after following the steps.

EXPECTED RESULT:
A description of what you expect to happen.

SYSTEM INFORMATION:

To help us understand your issue, it would be very useful if we could see the system specs for your machine. To gather this information, please find the steps below

Windows PC

• Hold down the Windows Key and press R, the Run dialog should appear > Type dxdiag in the available text field > Click OK
  
• Click Save All Information > Save the file DxDiag.txt to your Desktop so it is easy to find
  
• Open the .txt file, copy all the contents > Paste all the contents to a free text hosting service such as http://textuploader.com or http://freetexthost.com
  
• Copy the link to your text and add under the SYSTEM INFORMATION section of your bug.

Linux Distro
To gather and supply us with your system information, please follow the steps below:

• Run 'Hardinfo'
  (If you do not have Hardinfo - "sudo apt-get install hardinfo")
  
• Click 'Generate Report'
  
• Please save the report as a .txt file type
  
• Please include this in your e-mail

If your issue is related to a crash, could you please start a command prompt and type the following:

ulimit -c unlimited

(Please note that there is no letter 'n' in ulimit.)
Then, please make sure that Steam is running and that you are signed in.
Proceed to type the following:

cd ~/.local/share/Steam/SteamApps/common/Superfrog/

Followed by:

../../../ubuntu12_32/steam-runtime/run.sh ./superfrog.sh

This makes sure that Superfrog is run correctly using the Steam Linux Runtime and that any crash generates a memory dump file to the games local directory.
Please find this dump file (Named 'core' and include it in your response)

Mac OSX

• Expand the Apple Menu by clicking the Apple icon in the top left of the screen
  
• Select About This Mac
  
• Copy the information provided into your SYSTEM INFORMATION section
  
• Ideally, this information would be provided with confirmation that your system has been fully updated and the exact system model if known

Update your graphics drivers

Visit your graphic card manufacturers' website and download and install the latest driver. If you have a laptop, you may have to visit the laptop manufacturer’s website in order to obtain the latest driver. Please note that these can often be a few revisions behind the reference driver. If may be worth contacting your laptop manufacturer to see if they plan to update the driver soon.

For help on updating your drivers please follow the appropriate steps below depending on your card manufacturer and system type:

Windows PC

• NVIDIA Driver Update

• Go to http://www.nvidia.com/Download/index.aspx?lang=en-us
  
• Select ‘Graphics Drivers’ on option 2.
  
• Give permission for java to run.
  
• Give permission for GPU_Reader to run.
  
• If the tool finds that you need to update your drivers, follow the instructions to install.
  
• If the tool is unable to evaluate your system, please go back to http://www.nvidia.com/Download/index.aspx?lang=en-us and manually select your graphics card information via option 1.

• ATI/AMD Driver Update

• Go to http://support.amd.com/us/gpudownload/windows/Pages/auto_detect.aspx
  
• Install ‘AMD Driver Autodetect’ application.
  
• Select yes on to allow application to run if prompt appears.
  
• Select ‘Download Now’ and follow the steps to install the driver.
  
• Restart your computer, if necessary after installation of drivers.

• Intel Driver Update

• Go to https://downloadcenter.intel.com/
  
• Select the ‘Continue’ button underneath ‘Intel® Driver Update Utility’
  
• Select the button in the centre of the screen titled ‘Check your system for the latest updates’.
  
• Give permission to run Java.
  
• Give permission to run Java plug-in ‘SysReqLab.cab’ (or System Requirement Lab).
  
• Download any new versions of drivers for your Intel graphics card.

Linux

• For NVidia cards:

• Ubuntu 12.04: System Settings > Additional Drivers
  
• Ubuntu 12.10: System Settings > Software Sources > Additional Drivers
  
• Ubuntu 13.04: System Settings > Software & Updates > Additional Drivers

• For AMD cards:
Please follow the instructions found on this page -

http://www2.ati.com/relnotes/catalyst_linux_installer.pdf

MAC OSX

• Expand the Apple Menu by clicking the Apple icon in the top left of the screen
  
• Select Software Update
  
• Proceed to install all available updates

Crashing on launch

In some instances, user system have been found with language settings configured for more than one locale.
We are actively investigating this matter but have a workaround in the absence of a fix:

• Open System Settings and from there, Language Support.
  
• In the Language tab, in the "Language for menus and windows" section, drag the preferred language and country to the top of the list.
  
• Click on the Apply system-wide button (this will most likely require your password).
  
• Click on the Regional Formats tab and select the equivalent language and country from the drop down list to the one that was previously selected.
  
• Again click on the Apply system-wide button.
  
• Close Language Support and System Settings.
  
• Log out of the system and re-login (restarting will work as well).

Alternatively, please locate ‘sudo nano /etc/locale.conf’ and replace the line ‘LC_COLLATE’ with ‘# LC_COLLATE="C"'.

Once you have carried out this action, please restart your system attempt to run the game again.

Verify integrity of game cache

If you are having problems getting the game to launch or you are experiencing random crashes, it might be that the game did not install correctly or that some of your local game data has become corrupt. Please use Steam’s validation check at least twice as it can sometimes, incorrectly, report no problems on its first pass.

• Load Steam
  
• From the Library section, right-click on the game and select Properties from the menu.
  
• Select the Local files tab and click the Verify integrity of game cache... button.
  
• Steam will verify the game's files - this process may take several minutes.
  
• Once the process is completed, the Check Window will automatically exit.

Integrated graphics

Some graphical issues can be caused by the game running through integrated Intel graphics cards as opposed to high-performance NVIDIA/ATI cards.

If you want to run the game through your dedicated graphics card, you will need to refer to your computers manufacturer’s documents or instructions if you are unsure on how to do this, or contact the manufacturer directly if you do not have these documents. Please be aware that this process can be different with each machine.
For the majority of systems, this can be done by selecting the 'High Performance' setting in either the NVidia Control Panel or the Catalyst Control Centre.

Additional information

Please also take note at this point that Steam only offers support for Ubuntu 12.04 and Ubuntu 12.10.
Please find the page (linked below) for more information:

https://support.steampowered.com/kb_article.php?ref=1504-QHXN-8366


If you are attempting to run one of our games on Arch Linux, please know that Steam officially provides no support for this and that we cannot guarantee the performance of any title run through Steam on Arch Linux.
For information on using Steam with Arch Linux, please follow the link below:
https://wiki.archlinux.org/index.php/Steam

Other issues? Please contact our support team

If you are still experiencing issues, please submit your bug report through our dedicated support portal[www.team17.com].



Thank you,
Team17