Troubleshooting FAQ: Lacuna

[Assemble_Xer0]

CDI agents!
Please find below a small overview of useful tips, tricks and common workarounds when you cannot solve the case, or simply ran into some technical difficulties.

Before reporting any kind of bugs and/or problems you might have encountered, please check if your system at least meets the minimum requirements, as well as all drivers on your system are up to date.

What are the minimum requirements to properly play Lacuna?

Following you find the minimum required system specifications:
Minimum:

• Requires a 64-bit processor and operating system
  
• OS: Windows 10 (64-Bit)
  
• Processor: Multi-core 2.500 Hz or equivalent
  
• Memory: 6 GB RAM
  
• Graphics: GeForce 750M / GeForce GTX 650 or equivalent
  
• Storage: 3 GB available space
  
• DirectX: 11

I am running an older version of Windows – and/or another OS like MacOS/Linux and the game does not run properly. What can be done?

Please be aware, Lacuna is currently only supporting Windows operating systems.
Therefore, if you are running another OS, or trying to run the game via an emulator (e.g., Boot Camp), there might be difficulties, we simply cannot foresee and might not be able to properly support you with. It might work on other OS, but we simply cannot guarantee it.

I am running Windows 10, however, what can be done when the game is not properly loading up/not starting?

• Please check, if you have respective administrative rights in your Windows user account, including reading and writing rights. Easiest way would be simply running Steam and Lacuna as administrator.
  
  • To do so, simply head to your installation path of the game and run the game-.exe as adminstrator, by right-clicking on it and selecting this option from the dropdown menu. By default: C:\Program Files\Programme\Steam\steamapps\common\Lacuna
• Please check, if there is an Anti-Virus (BitDefender, Avast, Norton, just to name a few) program possibly intervening and preventing the game from properly running/starting up.
  
  • Simply set exceptions in your respective program. Same counts for additional Firewalls and or Proxies.
• In rare cases, it might also happen, that not all game files are properly downloaded and/or installed, causing missing or corrupted files, that prevent the game from properly loading up.
  
  • You can easily get those files, without the need for a full uninstallation and re-installation:
    
    • Simply head to your steam client’s game library, search for Lacuna, right-click on it and select ‚properties‘. Switch the tab in the newly opened pop up window to ‚local files‘, and select the option ‚check integrity of game cache‘.
      
    • This will check all your game files, if there are some missing or corrupted and will repair those files, if there are any.
      
      • Please be aware, this might take a few minutes.
  
  

  My game becomes unresponsive and even lags/freezes from time to time. What can be done?

  • First of all, please check, as mentioned above already, if you are running a supported OS (Windows 10 only) and you meet at least the minimum requirements.
    
  • Additionally, when all applies accordingly, please check if your system is up to date.
  • Check, if you are running the latest graphic card drivers, your Windows is up to date and check for possible additional software you need in order to run certain hardware/peripherals and if respective updates are available and apply does accordingly.
  
  If nothing helps, please feel free sending us your full system specs, that we can have a closer look into this and getting this properly sorted:
  [e-mail]
  Further below, you can find a small overview, which details we need to get this sorted most properly and quickly.
  
  

  When using controller, I cannot make use of any/certain features. What can I do?

  • Please check in Steam, before starting the game, if the controller is/was properly recognized in the first place. Open your Steam Client, in the top right click on Steam, select 'settings' from the dropdown and in the newly opened window, select 'controller' on the left side's selection panel and finally 'general controller settings'.
    Now you can check, if you controller is properly plugged in, recognized and useable with Steam in general.
    
  • Additionally, please check and possibly unplug all other input devices, before starting Lacuna (controllers, controller dongles, joysticks, flight sticks, steering wheels and so on).
    As in some cases, when there are more than one controller attached, the game and steam might get confused and none is properly working.
  
  

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  What we need, if none of the above does fix the problem:

  If none of the above did the trick already, please do following, in order for us having a closer look into this:
  
  • Sent an email to: [e-mail]
  Including following details, we need to get this quickly and easily pinpointed and sorted:
  
  

  System specs:

  • To provide us your system specs, there are two ways, getting those:
    Easiest way is via Steam directly:
    
    • In your steam client, click help (top left corner)
      
    • Select the option ‚system information‘
      
    • Right-click and select ‚copy all text to clipboard‘ and hit paste in your email.
      Or get a DxDiag-txt file:
      
    • In your Windows search-bar, type ‚DxDiag‘ and select the respective program
      
    • In the newly opened windows, select ‚Save all information‘
      
    • Select a path, where you would like to save your DxDiag .txt-file and hit save
      
    • Attach the respective newly created DxDiag-file tot he email.
  • Additionally, we might need respective logfiles, which can be found in following path-location:
    %USERPROFILE%/AppData/LocalLow/Digitales Interactive/Lacuna
    
    • Easiest way to get into this path’s location is, to right ‚%appdata%‘ (without the ‚‘) into your windows search-bar and select the respective folder.
      
    • Simply head back (as it opens the ‚roaming‘-folder by default, but we need the ‚locallow‘ folder, where the Lacuna folder can be found.
      
    • Simply attach it to the respective email.
  
  

  Important notice:

  Please be aware that you can also post any kind of problem that cannot be sorted or is not covered in this FAQ here within the Steam Community Hub.
  Together with the developers Digitales Interactive, we are trying to be around frequently and as much as possible, however, we cannot promise to reply to every single comment.
  Thank you for understanding!