General Support Thread - Troubleshooting & Useful Links

[The CSN:S Team]

Survivors,

Thank you for your interest in Counter-Strike Nexon: Zombies!

For any game related queries that you want to address to our customer support, please go to the official Counter-Strike Nexon: Zombies Support page: Click Here

After you have successfully created your account and logged in, please give as much information as you can, and fill out all of the fields.

After submitting your query, our dedicated team of professionals will get back to you as soon as possible.

Please understand that as Counter Strike Nexon: Zombies is using the Steam account system and the steam system for payments, we cannot access information regarding your steam account or about purchases made on the steam platform. You need to contact the helpful guys from the Steam Support for those cases.

[The CSN:S Team]

FAQ

If you are encountering problems in CSN:Z, there's a chance others have been affected by it as well. Compiled below are common issues being reported and some quick ways to try and resolve them.

If the troubleshooting listed below does not correct your issue, it is strongly recommended you file a ticket with Nexon Europe Customer Support as explained above in this thread.

Please, remember that you will need to create a free Nexon Europe account to use the Ticket system.

OpenGL is causing problems! Where is D3D for my video settings?

If you encounter OpenGL errors interrupting gameplay;

• Make sure your video drivers are up to date, either through Windows Update or by selecting "Check for Video Driver Updates" function from within Steam.
  
• Lower the resolution setting from the Video Options in game.

It's also possible that your system is using the onboard graphic unit instead of dedicated card. This is especially true to notebook users.

You can check this guide on how to select the default card.

You might also try to disable the onboard card:
"First reboot your computer and press F10 during restarting to enter your BIOS settings.
Switch the Graphics settings from "dynamic" to "fixed". This will ensure that your computer will not use the default card."

D3D has been removed as an option for the Video Options menu due to stability problems which may arise for certain game modes in CSN:Z. This may inconvenience players who prefer D3D over OpenGL and The CSN:Z Team will continue to investigate ways to help players transition to the different graphics mode.

Experiencing connection issues? Firewall may be blocking required ports

If you encounter problems with connecting to matches, or other similar connection related problems, it is possible a windows and\or network firewall is blocking ports CSN:Z uses to communicate between the player and the server.

Make sure all firewalls on your computer and network have the following UDP ports open;
8001 ~ 8020
40000 ~ 40200

1. Allow CSN:Z to communicate through Windows Firewall and any other firewall/security programs. This may need to be done manually if you are encountering issues launching the game, or in game.
2. Step #1 may also need to be completed in your router's control panel as it may also be blocking ports of communication.
3. Performing a scan for viruses and malware may also be valuable to ensure there are no malicious programs making your system unstable.
4. Temporarily disable all virus and malware security programs before relaunching Steam and CSN:Z to determine if they may be blocking communication ports.
5. Your ISP may also be controlling communication ports, contact your ISP to determine if they may be locking the UDP ports listed above..

As there are many different types of firewalls available for use, you may need to locate instructions for your specific hardware\software firewall to verify these ports are open.

Hack sensor is giving me an error (It is not defined, Failed to start the driver for hack blocking, Can not connect to the server)

Something may be preventing Hackshield from running and\or completing its update processes. This can be caused by 3rd party software conflicting with Hackshield in CSN:Z.

• Make sure you are on an administrator Windows user account when attempting to play CSN:Z. If you are still encountering issues, please shut down Steam and launch it again by right clicking its desktop icon and choosing "run as administrator".
  
• Determine if 3rd party detection software is conflicting with CSN:Z and Hackshield. If there are any anti-virus, anti-malware, or firewall programs running deactivate\exit them, exit Steam, relaunch Steam, and try to launch CSN:Z Again.
  
• Should problems persist, attempt to play CSN:Z with all other programs shut down on windows. This should be attempted to determine if there is a conflict with an unexpected program when it is running in the background.

Hack Sensor - Memory change is detected in the protection module

Software may be getting flagged by Hackshield as a false positive.

• Make sure you are on an administrator Windows user account when attempting to play CSN:Z. If you are still encountering issues, please shut down Steam and launch it again by right clicking its desktop icon and choosing "run as administrator".
  
• Are you using video-capture (e.g., Playclaw), or game-community (e.g., Raptr) software which integrates into CSN:Z? Please shut down the programs, shut down Steam, relaunch Steam, and then relaunch CSN:Z to see if the problem is associated to that program.
  
• If problems persist, repeat the above steps but with shutting down all non-steam programs that may be running in the background (e.g., such as program icons in the lower-right corner of the taskbar)

An error about "Game requires Steam" appears when I try to play

There are 2 possible solutions:

• You are launching the game through its .exe instead of Steam - launch through only the Steam client.
  
• You need to run Steam as administrator. Shut down Steam, right click the Steam icon on the desktop and select 'Run as Administrator'.

Players have been reporting this issue persists after the above fixes and other forms of troubleshooting. If you cannot resolve this issue with the above solutions, please contact Nexon Customer Support at the URL at the top of this post to get further assistance and provide additional info to the CSN:Z Team towards resolving this.

One of our CSN:Z players put together a useful guide covering this issue, make sure to review it's possible solutions as well if you encounter this issue.

While playing, the game shuts down without an error message. Afterwards 2 files are missing, and after updating\downloading them it repeats all over again. How do I solve this?

Make sure that you have both full administration access in your Windows user account when playing, and that CSN:Z is running from a Steam installation made by your own Windows user account. There may be issues with CSN:Z not being able to update or create necessary files when launching.

If you still encounter issues after attempting to troubleshoot, please submit a ticket to Nexon Customer Service at the URL posted in the beginning of the FAQ.

An error appears stating "Connection to the server has been terminated. Please launch the game again." How do I solve this?

This may be caused by 3rd party detection software conflicting with Hackshield and its background processes.
If you have any Anti-Virus, Anti-Malware, or Firewall programs please temporarily disable them and relaunch both Steam and CSN:Z to determine if you can play without interruption.

To go a step further; if you typically play with a lot of background programs running (e.g., download managers) try playing fir 15-20min with all non-essential programs closed just to see if it resolves the error.

In which countries is this game available?
Is there a plan to expand the service area in the near future?

CSN:Z is accessible to players in the following regions of the globe:

Austria, Belgium, Bosnia, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Herzegovina, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Iceland, Liechtenstein, Norway, Switzerland, Russia, Armenia, Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Moldova, Tajikistan, Ukraine, Uzbekistan, United States, Canada, Australia and New Zealand.

CSN:Z is now available to the following South America regions:

Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, French Guiana, Guyana, Paraguay, Peru, Suriname, Uruguay, and Venezuela.

CSN:Z is now available to the following Middle East and North Africa regions:

Algeria, Bahrain, Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Libya, Morocco, Oman, Palestine, Qatar, Saudi Arabia, Syria, Tunisia, United Arab Emirates, Yemen, Cyprus, Djibouti, Mauritania, Somalia, Sudan, and Western Sahara.

The list of countries for this new service can be found below:

Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, The Philippines, Singapore, Thailand, Vietnam. (We've also installed a new dedicated server in Singapore for players residing in Southeast Asia.)

The CSN:Z Team does not have immediate plans for expanding into new regions, but your feedback will let us know which countries around the world are the most interested in playing!

Is there a plan to make this game available on Mac / Linux?

There are currently no plans to make CSN:Z available on Mac or Linux platforms. Nexon cannot provide support to players who attempt to play on unsupported operating systems.

Will there be the option to set the game resolution to 1360*768 / 1366*768 in the future?

In a recent update to CSN:Z, we have added these game resolutions for systems which are able to use them!
Players are encouraged to file a customer support ticket and\or use the Steam forums if they have issues with these newly added game resolutions.

Where's the Friends list? How does Steam's Friends system work in CSN:Z?

To invite a friend to your game follow these quick steps;

• Open your Steam overlay while in CSN:Z (by default, by pressing both [SHIFT] and [TAB] at the same time)
  
• Right click on the friend in your Friends list you want to invite to your game room.
  
• Select "Invite to game" (Above the "Invite to chat"/"Invite to group"
  options)

If your friend was not currently playing CSN:Z when invited, accepting the invite will only launch CSN:Z for them and take them to the main menu.
If, instead, your friend had already CSN:Z running, they'll be automatically redirected to your same Server/Channel/Match upon accepting your invitation

To join a friend that is in a CSN:Z game room, right clicking on their name from your Steam friends list and select "Join game".

I can't buy items from the in-game shop! What's going on?

In order to address the recent frauds issue, starting from 10th March 2016, to buy something from the CSN:Z item shop you're now required to be using a level 3+ in-game account. If you just created your account, please be sure to reach said level and try again.