Tech Support

[Slitherine_Iain]

Hi guys,

While we will do our best to support you here, if your post goes unanswered we recommend you post your query on our forum where the development team will see it. It's also likely you'll get faster responses to any queries and there are hundreds of players online at any time to answer questions.

The Pandora Discussion Forum is here:
http://www.slitherine.com/forum/viewforum.php?f=173

The Pandora Tech Support forum is here:
http://www.slitherine.com/forum/viewforum.php?f=268

The Slitherine Team

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For common issues and how to report issues please see below.

Graphics Drivers

Please make sure you have the latest graphics drivers installed if you are experiencing issues starting the game (Nvidia[www.geforce.co.uk], AMD[support.amd.com]). This is particularly common on laptops with outdated brand drivers.

Background Applications

Any applications running in the background may negatively affect Pandora. Certain applications can lead to more serious issues such as limited connectivity and game crashes. It is highly recommended that you close all background applications before launching Pandora to ensure the best performance and stability. After you are done playing, feel free to re-enable these applications.

Some applications may load when the operating system starts and are not obviously indicated. For example, they may not appear in the task bar but they may be among some of your active processes or services, using your system's resources. These programs may cause crashes and other difficulties when playing Pandora.

Please see Closing Background Applications below for instructions on disabling non-essential background programs and preventing background applications from silently loading when Windows starts.

Security Applications
Antivirus and firewall software play an important role in your computer security. They help protect your computer from viruses, malware and spyware infections. However, when protecting your computer, they can prevent legitimate programs, like Pandora, from installing, updating or running. Adding exceptions for Pandora executables or disabling your security software can help resolve these conflicts.

Note: Some security programs will continue to partially run even when disabled. They may require full uninstallation or reconfiguration to resolve.

If you are not comfortable configuring or uninstalling your security software, please contact your security software's technical support department for assistance. They may also be able to help you configure their product to not interfere with future game installation and patching. Most products have in-software or web forms for reporting false positives.

Application Known to Interfere with Pandora

• Avast Antivirus
  
• ASUS AI Suite II (TurboV EVO -- turbovhelp.exe)
  
• Comodo Internet Security
  
• Norton Antivirus (Report False Positive[submit.symantec.com])
  
• Panda Antivirus
  
• Sophos Antivirus

If you find any other applications causing issues with Pandora, please let us know so we can investigate and add it to the list.

Closing Background Applications (Windows)
https://us.battle.net/support/en/article/shutting-down-background-applications

Closing Background Applications (Mac)
https://us.battle.net/support/en/article/closing-background-applications-mac

Reporting Issues

Game Logs
When reporting an issue, please make sure to include all of the game's logs and, if applicable, a save game. This will greatly help expedite a fix or further assistance.

Screen shots, configuration and log files are stored in the following locations:

• Windows Vista/7: "%APPDATA%\Proxy Studios\Pandora\"
  
• Windows XP: "%APPDATA%\Proxy Studios\Pandora\"
  
• Mac OS X: "/Users/<user>/Library/Application Support/Proxy Studios/Pandora/"
  
• Linux: "/home/<user>/.config/Proxy Studios/Pandora/"

Saved games are stored in a different location to support the Steam Cloud:

• Steam: "<installation directory>/Cache/cloud/"

Due to multi-platform syncing limitations, the Steam Cloud system requires all files and directories to have lowercase names. Failure to comply may prevent the Steam Cloud from working properly and may clear all files from the cloud. Please be very careful if you modify the contents of this directory manually, especially on case-sensitive filesystems like those normally found on Linux.

System Information (Windows)
Additionally you may be requested to provide a snapshot of your computer’s hardware and software configuration to help us diagnose and troubleshoot technical issues.

To obtain the DxDiag file:
1. Press Windows Key + R.
2. Type DxDiag and press Enter.
3. In the DxDiag window, click Save All Information.
4. Name the file "dxdiag" and click Save.

To obtain the MSInfo file:
1. Press Windows Key + R.
2. Type MSInfo32 and press Enter.
3. In the MSInfo diagnostic window, click File, then Export.
4. When the Export As window appears, choose Desktop.
5. Name the file "MSInfo" and click Save.

[pavig]

Originally posted by Xeinar dies a lot - ITA:

There is a graphic bug with the Kraken: http://steamcommunity.com/sharedfiles/filedetails/?id=535274256

Every time a Kraken is shown on the map, black artifacts start appearing and blinking as the kraken moves or the map moves (scrolling around).

I have a Radeon 7850, as a graphic card

I've also got an older radeon card and the Kraken produces glitched shadows. Did you ever find a solution?

[Xeinar dies a lot - ITA]

Nope. it is still there.

[Lemonzesst]

just happily installed pandora but after a couple of mknutes play the game crashes with the 3221225477 exception access violation error code. i have turn off all backgroung programmds but this has made no difference - very frustrating!!!!!!!!

[Ail]

@Lemonzesst: Can you please post the contents of the
Pandora.error.log and or PandoraServer.error.log?

You can find them here:

Windows Vista/7: "%APPDATA%\Proxy Studios\Pandora\Logs"
Windows XP: "%APPDATA%\Proxy Studios\Pandora\Logs"
Mac OS X: "/Users/<user>/Library/Application Support/Proxy Studios/Pandora/Logs"
Linux: "/home/<user>/.config/Proxy Studios/Pandora/Logs"

Is the error reproduceable in a new game?

Can the error be reproduced from an auto-save? If so, could you upload it somewhere?

Saved games are stored in a different location to support the Steam Cloud:
Steam: "<installation directory>/Cache/cloud/"

[S.T.A.R.S Leon S. K.]

5 Trading Cards please?

[manonsen2003]

I am really frustrated with this game. I bought it but I couldn't play it at all. The version 1.4.5 is no longer supported by the original developer. I have no help as the initial unit is not even on the map. Someone told me that it might be the server-client-communication problem which I have no single clue what is it about. It might be a firewall problem but how can you expect someone to solve this kind of problem in order to play the game?

[Wuffur]

This game appears to be run after exiting in steam, but it doesn't seems to be in process manager. Me dunno why it is! It dissapears only after PC reboot suprisingly... even i can't resolve it by kill steam process in Win7.

[Penta Deuce]

It will pull up the Pandora start window, but when I click "PLAY Pandora." A window pops up saying; "This application has asked to be closed in an unusual way."
What is wrong?

[Buzzerker]

are you a real human or HAL from Stanley Kubrick's 2001 a Space Odyssey? Why is this game having so many problems just running for people? Why aren't you fixing it and why are you still selling it? I would suggest a new one but with all these problems people are having it probably wouldn't be a good idea. Telling people to actually uninstall their virus protection to play one game? Is absurd.

[5Andysalive]

If you are not comfortable configuring or uninstalling your security software, please contact your security software's technical support department for assistance. They may also be able to help you configure their product to not interfere with future game installation and patching. Most products have in-software or web forms for reporting false positives.----


How about you fixing the game instead of telling people to turn their security stuff off? This issue exists since the start of the game years ago. Most other games on steam work in single player without internet connection. So pretending its oh so impossible is ridiculous.

[marcion]

I was playing the game and right in the middle of the game my computer restarted I think because I had recently got security updates I could of swore I told the computer later but now it wont begin it just shows an error message saying something like standard exception thrown off I think I may have corrupted data I already tried reinstalling it any help would be appreciated

[Jim Panse]

Always when the launcher starts i'm getting an scripterror with youtube (?) Since yesterday. I have installed the game on 2 devices and on both it's the same. The only thing i have new is a nvidia driver update. Is it because of that? The game itself runs perfectly but the error message makes me crazy. What can i do?

[Razor]

Do you guys really need that ugly launcher before an old game like this? It makes the game look bad, and for what, advertising other games?...
BTW, your definition of "easy" is quite wrong, I wanted to like this game but its much harder to pick up that CIV, and not really worth all that time to "study".