Krater Support 101

[The_Mess]

Right then...

Krater Support 101 v1.0e

Please do not post your issues here, please make a new thread either in this forum or over on the fatshark forums. Feedback on this post appreciated though as it will allow me to refine and improve this a lot quicker.

NB When making a thread, please go through all the prior troubleshooting you can remember doing, as it saves time.

Refunds - Read Me: http://steamcommunity.com/app/42170/discussions/0/864971287727741677/#c864971287727776698

Future Patches?:
Up in the air at present, Fatshark wants to fix the remaining major issues that are causing people problems, but work on War of the Vikings is taking all their resources at the moment :/

1) Mac or Windows?

Hardware Update, Mac version - Due to recent reports from users, iMacs with ATi HD2600 cards are likely not compatible with Krater, though it is being looked into. Update - [12/8] - Possible cause could be the drivers, suggest users try and get the latest possible mac driver for their card.

-> If Mac, please make sure you're not trying to run the game on intel HD, HD 2000, 3000 and 4000 integrated graphics as the the Mac fork of the game engine does not run properly on this hardware, resulting in poor framerates irrespective of manual tweaking of graphics settings. Results with intel's Haswell HD 5000 are presently unknown, but assumed to work due to intel improving the hardware.

-> If AMD/Nvidia graphics are being used, but issues are still encountered, such as poor performance, make sure graphics drivers are up to date and try using this: https://www.macupdate.com/app/mac/33905/gfxcardstatus to force your mac to use the discrete graphics card, instead of the integrated intel HD graphics.

-> If Krater still isn't working, please make a new thread, and someone will get around to helping you out. Location of console logs for the mac version are in: [User]/Library/Application Support/Fatshark/Krater/console_logs/

-> trackpad issues, namely being unable to click on anything and trying to use a mouse fails to work. It's being looked into as of the 9th of August, but unknown when it'll be fixed :( Issue not related to the mismatched cursor issue in windows annoyingly.

2) If using a windows OS:
-> Krater does not run on Windows XP and there are no plans to back-port the Mac OS version (running on OpenGL) to XP due to limited resources and the small size of the windows XP user base.

-> Vista - install All of the optional platform updates and check after installing them that there are any more, particularly the one that installs the framework for directX 10 and so allows DX10.1 and DX11 to be installed for Vista.

->In general, make sure to update graphics drivers. And if you're not sure they're up to date, check.

3) Is krater working?
-> If yes, skip to 4), if no...

-> Firstly, you need to check the following location for a log file:
C:\Users\<yournamehere>\AppData\Roaming\Fatshark\Krater\console_logs
->Open in notepad and look for any error messages, these will usually appear towards the end of the log. Also, at the time of publishing this, the start of the log will be filled with render/shader messages, these are not however indicative of errors ;)

-> It also helps if you graphics drivers are up to date *coughcough*.

-> broken_file error pops up = cloud save is from the pre co-op version, you'll need to restart the plot sadly :/

-> Game crashes on trying to start with the default team - delete default team and make a new one, as the default team is bugged and causes the game to crash and still hasn't been fixed...

-> steam errors = disable cloud saves, open user_settings.config found:
Vista - C:\Users\<yournamehere>\AppData\Roaming\Fatshark\Krater
Windows 7 - C:\Users\<yournamehere>\Application Data\Fatshark\Krater\
And disable cloud saves to fix. From memory you can then re-enable cloudsaves after making a save and exiting the game (need to confirm)

->If it's render errors, it's graphics related, mainly, try doing a VGFC first: https://support.steampowered.com/kb_article.php?ref=2037-QEUH-3335
Causes:
a) You're trying to run the game on a Nvidia 8000 series card, if so make a thread and I'll try and see if I can't get it working for you, as there's no clear answer still as to which exact versions work with Krater :(
b) If using a laptop with Nvidia Optimus, make a thread (fun issues with nvidia's crap code) [to add: links to forcing discrete graphics]
c) If using an Nvidia GPU that is 400 series or above, and this usually indicates power management issues, where the GPU isn't drawing enough power. See this thread for solutions: http://forums.fatshark.se/showthread.php?tid=3206
d) May otherwise indicate issues with the GPU's ability to handle DX10 instructions, check with other DX10/11 games for errors, if only present with Krater make a new thread and we'll try and help you with it.
e) laptop users with AMD switchable graphics - an issue (incidence level unknown) has popped up where krater works on the integrated graphics chip, but crashes constantly with DX11 render errors in the log. Stick with the integrated graphics for the meanwhile, will update this when I get word it's fixed.

-> Other error message, that remains even after VGFC, possible indication of the game being installed onto a bad cluster on the hard drive. Uninstall Krater, run a disk check (google for OS specific instructions) and then reinstall. If that doesn't work, make a thread...

->No Log(s)/Error messages - try doing a VGFC If that doesn't work, make a thread as this usually indicates a more problematic error :( Othewise you can try uninstalling an reinstalling Krater, as that sometimes works.
- Extra bit for the above: if still stuck with crashes when the game tries to load up the intro, in delete the "default team" that appears in the menu [edit to be clearer 'Mess tired].
- Otherwise make a thread and I (or one of the fatshark devs) will try and help you, as you'd be surprised what can go wrong.

4) So Krater's working, but...
-> Crashes to desktop/freezes/black screen?: Go back to 3) and go through the instructions.

-> The textures are going really wrong? [add link] - Issue with latest Nvidia drivers, waiting on an engine update to try and fix it, otherwise please provide us with the Krater logs so the engineers have something to work with. If you lack an nvidia graphics card, look further down for what to do.
Update - Try the current 331.93 beta drivers, the power management issues that are possibly the cause of the corrupted graphics in krater with 400 and 500 series cards have been "fixed" via disabling them.

-> It auto-minimises - Only occurs on AMD/ATI graphics cards, you need to go into:
Vista - C:\Users\<yournamehere>\AppData\Roaming\Fatshark\Krater
Windows 7 - C:\Users\<yournamehere>\Application Data\Fatshark\Krater\
And open up user_settings.config in notepad and change resolution to match or be lower than your monitor's native resolution.

-> Sound issues - if using USB headphone set up, from memory there's engine issues with native windows drivers, please try using the latest maker specific driver release (need to check this) or revert to external speakers/on board sound out.

-> Resolution/Button issues:
- Krater does not (at the date of publishing this) properly support 2 or more monitors. Thus you may need to disable one monitor to prevent issues.
- Can't click on anything/Pointer not matching up - make sure your desktop icons are set at medium or lower, as it's been recently found (4/8/2013) that desktop icons being set at large causes the onscreen buttons to not work. Quickest way to alter icon size is to click once on an icon, hold the ctrl key and use your mouses scroll wheel to decrease the icon size.
- The other other solution is to manually edit the resolution setting in the user_settings.config to match or be lower than your monitors native resolution.
- Unable to set resolution- navigate to and open up user_settings.config and manually set it. Still not sure what causes it.

-> Texture corruption that only applies to a few objects in game or CTD's on entering certain dungeons- verify game file cache, if that doesn't work, make a thread and post the krater logs from here:
C:\Users\<yournamehere>\AppData\Roaming\Fatshark\Krater\Console_logs
As it indicates something that needs patching usually.

5) Performance issues.
Pretty easy to fix, see this thread on how to and what settings to change:
http://forums.steampowered.com/forums/showthread.php?t=2813707
Note - If trying to play on intel HD graphics or very low end graphics cards, you may not be able to get playable framerates :/

6) Save games not compatible.
-> Updates have broken game save files, hopefully there's a fix in the works, but otherwise you'll need to start a new game :(

7) Multiplayer issues.
Users on the same router: https://support.steampowered.com/kb_article.php?ref=6370-QPHJ-3567
Otherwise, make sure the ports steam uses for multiplayer are open, although so far I haven't seen any co-op issues that aren't caused by game bugs/corrupted files.
[update]: Co-op crashing constantly - cause unknown and no error messages occuring in game or in the logs.

8) Issue not in here - make a thread :P

Cheers
The_Mess
_____________________________________________________

And please, only posts on this thread if you have feedback that is constructive. Like issues lacking from it or Mac specific file locations. Posts about problems already mentioned will probably be split out.

Brought to you by the new album from Fat Freddy's Drop, Blackbird[www.soulculture.co.uk]

Version 1.0d - added more issues, removed last of wrong log locations.
Version 1.0e - added a few more things, version 1.1 due soon™ with improved flow.

[The_Mess]

Refunds.

I'll be blunt here, but refunds are only obtainable if your hardware or software (hello XP users) can't play the game, not because you are unwilling to go through troubleshooting.

In order to obtain one, assuming the above criteria are met, I'll give you a brief guide on how to obtain a refund:

1) We need evidence of hardware/software issues, i.e. dxdiag or equivalent for Mac in a forum thread.

2) Obtain from liam.oneill[at]fatshark.se a confirmation that this is
a) a problem fatshark is aware of
b) one they can't fix

3) Assuming the above are met, you then need to contact steam support and ask for a refund, citing the above evidence and if applicable, any local consumer protection laws that apply.
- Per others experience you will likely need to be persistant and be polite.
- Steam support will say this is a one time only refund, however local/federal laws usually over-rule this so don't worry.

If in the event 1 and 2 are met, but steam refuses to issue you a refund get in touch with me via steam or the fatshark forums (The_Mess there as well) and I'll try and work something out via a gift from either steam or GOG. Note - I will be slightly sceptical and need to see your steam account to lower risk of fraud.

______________________________________________________
Version 1.0 - 12/8/2013

[The_Mess]

To add

1) Offline mode issues

2) Driver update links + mobility modder for mobility HD 2000-4000 users + how to force the game to run on dedicated graphics cards for laptops.

3) Any crash fixes trawled from the forums.

4) Custom user_settings.config for low spec systems to lower barrier to users playing.

General rebuild - add in hyperlinks (eg disk check), format for readability and spell check!

[Groovy]

So, if the game is currently working on my integrated graphics card and I get low FPS, and my ATI card is not running the game for whatever reason, I cannot play the game?

[Tatsidoshi]

my game will not launch and when i click on it again it says it is allready running what do i do

[traykey]

Same prob with black screen HELP!!!

[The_Mess]

People:

Do not post your issues here, please make a new thread either in this forum or over on the fatshark forums. Feedback on this post appreciated though as it will allow me to refine and improve this a lot quicker.

So please could you all make your own threads, it's easier to keep track of it then for me. And I will not reply to posts made in here further that directing you to make a thread + provide moar info...

And I need from Fuzzy and tray the following stuff: http://forums.fatshark.se/showthread.php?tid=2977

@3B Guija - frak, I need to go digging for that one as I've seen it before, but can't recall the exact steps to fix it. Anyhow, make a new thread, with dxdiag + krater log and your systems maker/model as I think it's a driver issue and I'll get back to you today.

[ograstamon]

Disabling cloud results in being told you need to login to Steam and the game closing. Sooo...that didn't help.

Also there's no folder named Application Data in Win7.

[The_Mess]

Αναρτήθηκε αρχικά από ograstamon:

Disabling cloud results in being told you need to login to Steam and the game closing. Sooo...that didn't help.

Do not post your issues here, please make a new thread either in this forum or over on the fatshark forums. Feedback on this post appreciated though as it will allow me to refine and improve this a lot quicker.

T_T

*sigh*

Krater log please.

[ograstamon]

Αναρτήθηκε αρχικά από The_Mess:

Αναρτήθηκε αρχικά από ograstamon:

Disabling cloud results in being told you need to login to Steam and the game closing. Sooo...that didn't help.

Do not post your issues here, please make a new thread either in this forum or over on the fatshark forums. Feedback on this post appreciated though as it will allow me to refine and improve this a lot quicker.

T_T

*sigh*

Krater log please.

Yeah. I can read. I didn't post my issue with the game here. I posted my issue with this ♥♥♥♥♥♥ advice.

[The_Mess]

Αναρτήθηκε αρχικά από ograstamon:

Yeah. I can read. I didn't post my issue with the game here. I posted my issue with this ♥♥♥♥♥♥ advice.

And you could have also provided some extra info and yet didn't so yeah, log please.

And for W7 there should be a Application Data under [username], so yeah, colour me confused. Nothing like appdata or similar name? And note - I only have a vista box, so I got that info second hand.

[ograstamon]

Αναρτήθηκε αρχικά από The_Mess:

Αναρτήθηκε αρχικά από ograstamon:

Yeah. I can read. I didn't post my issue with the game here. I posted my issue with this ♥♥♥♥♥♥ advice.

And you could have also provided some extra info and yet didn't so yeah, log please.

And for W7 there should be a Application Data under [username], so yeah, colour me confused. Nothing like appdata or similar name? And note - I only have a vista box, so I got that info second hand.

If I had provided extra info then I would have definitely been guilty of what your condescending sigh and self-quotation accused. I will make a proper post if and when I fail to resolve the problem on my own.

PS. Yes, Win7 does have AppData. In fact the path to the file is exactly the same as for Vista.

[The_Mess]

Thanks for that info.

Also, try this out:

Αναρτήθηκε αρχικά από asoivall:

I had the same problem. I went into the steam options top left of the screen. Then went to settings. There is one there for the "cloud" . I then clicked on the box next to " enable steam cloud synchronization for applications which support it" Now krater works fine.

[ograstamon]

Αναρτήθηκε αρχικά από The_Mess:

Thanks for that info.

Also, try this out:

Αναρτήθηκε αρχικά από asoivall:

I had the same problem. I went into the steam options top left of the screen. Then went to settings. There is one there for the "cloud" . I then clicked on the box next to " enable steam cloud synchronization for applications which support it" Now krater works fine.

Sorry but I've no clue whether that is telling me to check the box or uncheck it.

[The_Mess]

Bork, blah, I need coffee.

But I'd suspect it's probably enabling it if not already enabled.

Also, I do kind of need the log from you to see what's going on :P Usually makes it easier to nail down what's gone wrong.

And if you see [steamcore] in the log, this might be worth a shot: http://forums.fatshark.se/showthread.php?tid=3147
Should have added that to the sticky actually :/

[ograstamon]

Αναρτήθηκε αρχικά από The_Mess:

Bork, blah, I need coffee.

But I'd suspect it's probably enabling it if not already enabled.

Also, I do kind of need the log from you to see what's going on :P Usually makes it easier to nail down what's gone wrong.

And if you see [steamcore] in the log, this might be worth a shot: http://forums.fatshark.se/showthread.php?tid=3147
Should have added that to the sticky actually :/

Perhaps you didn't add it because you knew deep down that it was unlikely that anyone that had a pirated copy would then purchase a copy. However, perhaps this advice applies to those that played the demo on Steam.