Trine FAQ & Troubleshooting

[RiikkaFB]

If you are having issues or questions about Trine, please check out the below links before making a new post. :) If you can't find a solution there, remember to mention whether you issue concerns the original Trine or the Enchanted Edition when you are submitting your support request. There are quite a few differences between these two because of the port to a different engine, so we will need to know the version for us to be able to help and answer questions.

If you can't find the answer for your question, feel free to contact us either through these forums or through email: Support [at] Frozenbyte [dot] com

Please remember to report your issue/question in detail. For support requests, remember to tell us your operating system and other system information. All other relevant information you can think of is handy too, such as error logs or error messages. If you send us an email, please link this topic in your mail.

• FAQ & TROUBLESHOOTING[frozenbyte.com]
  Please see the above link for the most common issues and solutions. The most common cause for these issues is that you are lacking PhysX drivers[www.nvidia.com], which Trine requires to work. If installing/reinstalling PhysX does not work, please follow the link to see other common solutions.

Cheers all!

[Cageymaru]

Your website seems to be down. I installed the latest version of PhysX from the Nvidia website. I still can't get the game to launch. The version that ships with the game brings up an error and says that it is older than the one currently installed and refuses to allow me to install it. What it does is run in the background as a process, but never actually launches the game. I'm trying to run the new Beta since I saw it on PC Gamer's website. :)

R9 290
AMD FX-9370
Win 8.1 Pro
8GB ram
Asus Phoebus sound card

Thank you for making the update. That was mighty nice of your company to do so. :)

[Cageymaru]

Ok I fixed the issue. Go to the C:\Program Files (x86)\Steam\SteamApps\common\Trine. Right click the trine_launcher
Choose to troubleshoot compatibility
Do it for Win 8 and say that it didn't fix it.
Choose the box to try test it as an Administrator.
That makes the game automatically start the game as an administrator so you don't have to hunt down the launcher every time that you want to launch the game.

[BustedUpBiker]

Norton picked up the physx3characterkinematic_x86.dll as a risk - Suspicious.Cloud.7.F - false positive?

You should note that this was in the steamapps\downloading\35700\_enchanted_edition\ folder

Shouldn't be an issue for me, as I'll use the x64.dll version, but it would be nice to know if I should restore it to the installation folder (Norton picked it up in the temporary download folder)

Okay an update - running Windows 8.1 x64, I still had to restore the quarantined file (see posts #3, 4 & 5 above) to the steamapps\common\Trine\_enchanted_edition_ folder in order to launch the game. I had to tell Norton to ignore this file ID as it kept re-detecting and quarantining physx3characterkinematic_x86.dll on game launch

No other fixes required for me e.g. run as Admin

Norton has historically had issues with this kind of false positive detection before, especially after a live update to the definitions. I have submitted the file to them to help them catch up.

[BustedUpBiker]

Shouldn't be an issue for me, as I'll use the x64.dll version, but it would be nice to know if I should restore it to the installation folder (Norton picked it up in the temporary download folder)

[RiikkaFB]

@Cageymaru Good to know you got this solved. :)

@BustedUpBiker Indeed some antivirus softwares can detect false positives like this. This is not something you should worry over. I'm glad you got this solved. Oh, and I merged your replies into one post to keep this thread a bit cleaner. :)

---

I'd like to ask that any other questions about Enchanted Edition be directed either to it's official thread or directly to our email: support [at] frozenbyte [dot] com. The Enchanted Edition is still in Beta stage and as such, the normal troubleshooting solutions mentioned in this thread might not always help.

[Angolas]

Already done all listed launch and nothing.

RiikkaFB lähetti viestin:

• GAME NOT STARTING[frozenbyte.com]

Trying on Alienware17 Win8 geforce 770M

[Dohi64]

it's probably not asked frequently but I'll put it here anyway: will the enchanted edition be available for the non-steam/retail versions of the game as a patch, or is it steam-only? thanks!

[Lantea]

I get an error when I try to start the game. Please help.

Here it is: http://i.imgur.com/oYZFPQO.jpg

I could not get a better image of the error message because it flashed on screen for just one second before dissapearing, I had to do a quick print screen to capture it.

System:
Win7 64bit
i7 cpu
AMD HD 6770M [swichable graphics on HP laptop]
8gb ram


p.s. at the time of writing this your website is down, so could not check the link.

[SpectatorX]

You shall to create new thread for it, but... if you are already here...
Start from removing options.txt file and reconfiguring the game. You can find this folder here:
C:\Users\$USERNAME$\AppData\Roaming\Trine2

[RiikkaFB]

Angolas lähetti viestin:

Already done all listed launch and nothing.
[...]
Trying on Alienware17 Win8 geforce 770M

If the instructions from the linked thread don't work, please email to us to support [at] frozenbyte [dot] com and include the following information in your email:

• A link to this thread and your username (so we know it's you)
  
• A confirmation you've tried everything from the linked post
  
• A detailed description of your issue. Does the game not launch at all? What happens?
  
• Your operating system and other system information

We'll do our best to help once we receive your email. :) Our support is currently really busy, which is why emailing to us is the fastest and surest way to get a personal response. We'll also need the details I listed to be able to look into this. Waiting to hear from you. Cheers!

Dohi64 lähetti viestin:

it's probably not asked frequently but I'll put it here anyway: will the enchanted edition be available for the non-steam/retail versions of the game as a patch, or is it steam-only? thanks!

We have plans for DRM free platforms as well, but for now this is Steam only - we want to get the Beta finished and polished before looking into the other versions. :) If you have any other questions about the Enchanted Edition, please either email us or post in the official Beta thread and we'll be happy to get back to you. Cheers. :)

Lantea lähetti viestin:

I get an error when I try to start the game. Please help.

Here it is: http://i.imgur.com/oYZFPQO.jpg

These errors are sometimes caused after accidentally uninstalling some required DLL's - this might have happened for instance if you have uninstalled some media players.

Do you happen to have GoPro installed on your computer? If you do, you could try the instructions here.[gopro.com]

If you don't have GoPro installed, could you tell what media players you are using? In some instances, if you have deleted Windows Media Player, re-installing it might help. You can go here[windows.microsoft.com] for help.

If the GoPro-solution does not fix this for you, you could also try the instructions here.[www.cyberlink.com]

I hope that helped. :) Let me know how it goes!

Myantro lähetti viestin:

Is it in here that I post this? My game does not show the mouse cursor so I can not see what I'm clicking on. I've tried verifying integrity of the game cache and re-downloading it already and neither of these have helped as well as restarting after both of these

Sorry to hear about this issue. Are you playing the original Trine or the Enchanted Edition? We are currently looking into mouse issues with the Enchanted Edition, so if you're playing that then all I can really say is to apologize for the inconvenience and ask you to wait. You can also post a detailed description of your issue to the official Beta thread (a pinned thread at this forum, also linked above in this post), which might help us to look into this more. You can find instructions on how to report issues on the first post of the Beta thread.

If this happens in the original Trine, you could try what SpectatorX said, though he accidentally seemed to give you the path for Trine 2's options.txt. You can locate the first Trine's options.txt from the game's config folder: \Steam\SteamApps\common\Trine\config\options.txt
The Enchanted Edition's options.txt is located on %appdata%/trine1 (In Windows, just paste that to Explorer and you should find it)

If that does not help, you please email us to support [at] frozenbyte [dot] com with a detailed description of your issue, along with your system information (operating system, etc). If you do send us an email, please link this topic and mention your username in it, so we know it's you. I hope this helped! Let me know how it goes. :)

[Lantea]

RiikkaFB lähetti viestin:

Lantea lähetti viestin:

I get an error when I try to start the game. Please help.

Here it is: http://i.imgur.com/oYZFPQO.jpg

These errors are sometimes caused after accidentally uninstalling some required DLL's - this might have happened for instance if you have uninstalled some media players.

Do you happen to have GoPro installed on your computer? If you do, you could try the instructions here.[gopro.com]

If you don't have GoPro installed, could you tell what media players you are using? In some instances, if you have deleted Windows Media Player, re-installing it might help. You can go here[windows.microsoft.com] for help.

If the GoPro-solution does not fix this for you, you could also try the instructions here.[www.cyberlink.com]

I hope that helped. :) Let me know how it goes!

Thank you for the help.

I never uninstalled any media players.

Yes I do have GoPro Studio installed, so I tried that solution first, and it did solve the issue. I can now run Trine without the error, however I would like to ask, do you know whether the removal of those files might have unintended consequences on other software that might depend on them? Or whether you know what is the purpose of those files?

It's great that it solved the problem, but when it comes to deleting random files I am a bit cautious as I have been burned before messing around with files whose purpose I did not fully understand.

Anyway for now I have created a backup copy of the files, in case I need to restore them in the future, and deleted them as per the instruction. Hopefully nothing breaks as a result.

As for the Cybrlink/Intel solution with the environmental variable, I haven't tried that, as the GoPro solution seems to work, for now, and hopully will not run into further issues.

Thanks for the help.

[RiikkaFB]

Lantea lähetti viestin:

Yes I do have GoPro Studio installed, so I tried that solution first, and it did solve the issue. I can now run Trine without the error, however I would like to ask, do you know whether the removal of those files might have unintended consequences on other software that might depend on them? Or whether you know what is the purpose of those files?
[...]
As for the Cybrlink/Intel solution with the environmental variable, I haven't tried that, as the GoPro solution seems to work, for now, and hopully will not run into further issues.

Glad to hear this solved the issue! Since this worked, there's no need to try the other solutions I linked.

From what I understand, GoPro can cause this issue with many other softwares. I'm not too familiar with GoPro myself and can't really say much about those files. The instructions I linked are from their official support site though, so deleting them should not cause any issues. We've also never had reports of problems caused by deleting them. Unfortunately I can't really tell you more, but if you do want more answers I suggest you contact GoPro's support[gopro.com] about this. :)

Let me know if you have any other questions about our games. Cheers!

[Avaelys]

Hello,

I get a perfect launch my game Trine but when loading into a map, the game closes automatically without any error message.
I already try reinstalling the game launch in administrator mode, and setting compatibility setting.

My pc configuration:
GeForce GTX 760
Intel Core I5-490 3.30ghz
8gb ram
Windows 8.1
1920 x 1080

What do you do?

Thank you

[RiikkaFB]

Avaelys lähetti viestin:

I get a perfect launch my game Trine but when loading into a map, the game closes automatically without any error message.
I already try reinstalling the game launch in administrator mode, and setting compatibility setting.

This sounds like an issue with your PhysX drivers. You could try uninstalling your current PhysX drivers and then downloading the newest version from the link I provided in the first post of this thread. Remember to restart your computer after installing them. If that does not work, you could try the other solutions from the thread at our forums which I also linked in the first post. There are a few things there that you haven't tried yet.

I hope that helps. :) Let me know how it goes.

[Avaelys]

Hello there

Problem PhysX drivers.
I thank you and apologize because I misread your post,

Thank you for your help :)