FAQ - Problems

[Marenz]

- Low FPS on a laptop
Make sure udk.exe is using your nVidia or Radeon card instead of Intel Graphics. Udk.exe is in steam/steamapps/common/supraball/binaries/win32/

- Nothing happens when I start Supraball (the launcher part of the game).
This is often fixed by restarting Steam.

- Game crashes or doesn't start.
Antivirus programs cause this in many cases. Try deactivating your antivir and try again.

- I have no HUD (radar, score, crosshair) even though it's on in the menu.
In the game hit <tab> and type showhud.

- My framerate is very low but my computer is a beast!
Normally this is not the case, but for some people certain programs slow Supraball down for a still unknown reason. Check if you have programs running like DISCORD, SPOTIFY or TEAMSPEAK and try if closing them improves your FPS. Maybe also other programs.
Also reported to cause the problem: Chrome, Netflix

- I'm constantly spinning.
a) Make sure you don't have a stick of a controller bumped to a side while it's lying around somewhere.
b) It happens with the g710 plus keyboard. It has to do with its USB slots. Try releasing USB devices from it, that should fix it.

- How can I reset the tutorial?
Delete the file udktutorial.ini from supraball/udkgame/config

- I am not getting any items (anymore)!
Items are dropped only for matchmaking matches. Lobbies and practice and local matches don't count.
To receive an item, make sure you stay until the end of the match, only then will you be considered for an item drop. The rate at which we drop items varies, it is not unusual to go several matches without a drop. We will not disclose the exact mechanism by which items are dropped.

- Matchmaking is broken. I waited several minutes and nothing happened!
Usually matchmaking should give you a match within 30 seconds. If that's not the case then it means that there was no server running in your region and we have to start one for you. Starting a new server can take some time, usually at least up to two minutes, sometimes more. This shouldn't happen often as we keep those servers around for other players from your region. Sometimes it can happen that a server completely fails to start. We're detecting that case and will start another one then, but this can mean a waiting time up to 15 minutes for you in the worst case.

- I've been asked to provide logfiles. Where can I find those? What files?
There are two kinds of logs we produce. One for the launcher, one for the actual game.
All log files are found in your steam folder.
Usually C:\program files (x86)\steam\steamapps\common\supraball\
For the launcher, they are named like this: launcher.yyyy-mm-dd.log
For the game, look in UDKGame/Logs/Launch.log

Got other problems? Describe your problem in a new thread with a meaningful title and we will try to help you.

[plær]

More performance/framerate problem suggestions:

We have seen players go from 30fps to 200fps by performing a Windows Refresh.

• In Windows 10, go to Settings > Update & Security > Recovery then under "Reset this PC" click the "Get Started" button and select "Keep my files"
  
• In Windows 8, go to Settings > Update & Recovery > Recovery then under "Refresh your PC without affecting your files" click "Get Started"

Warning: Behind the scenes a refresh is pretty much the same as reinstalling Windows. Do not do this unless you have backed up any valuable data.

Windows 10-specific suggestions:

• If you are on Windows 10, try overriding the High DPI scaling behaviour of the UDK.exe ({your_steam_folder_path}\steamapps\common\Supraball\Binaries\Win32\UDK.exe) to "Application" in the UDK.exe properties
  
• In the same UDK.exe properties, try checking the "Disable fullscreen optimisations" option.

[plær]

- It's stuck "Connecting to masterserver..."

First, make sure you have a working internet connection. Check to see if master.supraball.net is responding to ping.

If you are behind a firewall which has a whitelist for outbound connections (this is rare), make sure that ports 8991 and 8992 are allowed. Be warned, we cannot control what ports server admins will use for any game servers, so even if you can connect to the masterserver, you may be unable to connect to any game servers.

[plær]

- I have a laptop which lets me set which graphics chip to use, but my performance is still bad.

Because we have the core game wrapped up by a launcher, it's possible the game is still not using the faster graphics hardware. In whatever graphics control panel that allows you to do this, add the following program: {your_steam_folder_path}\steamapps\common\Supraball\Binaries\Win32\UDK.exe

[plær]

If you have an Nvidia graphics card, look in the nvidia control panel under 3D Settings to confirm that PhysX is using the GPU as the processor, and not the CPU. This has been seen to cause massive performance issues.

[plær]

- I start the game in steam but nothing happens! I am using Windows 10.

We have seen some cases where people have accidentally been running Steam in Windows 8 compatibility mode. Windows will sometimes do this if Steam crashes. For unknown reasons, compatibility mode prevents the game launcher from starting. Find your steam.exe, right click and select Properties and then disable compatibility mode.

[Marenz]

- The launcher starts but the actual game doesnt! It worked before!

There is a rare bug that breaks your config file and prevents the game from starting. You can fix this by entering the Options and click on "Reset to Default".