Technical Help FAQ

[Kris]

Having some issues? Hopefully we can help you!

Save Game Locations

Depending on your OS, it'll be in one of the locations below:

Windows 7: C:\Users\<username>\AppData\Local\Master Spy\Local Storage

In Windows 8 the path is like above but without the "Local" folder:

C:\Users\<username>\AppData\Local\Master Spy\Local Storage

Mac: /Users/<username>/Library/Application Support/Master Spy/Local Storage


Game crashes when loading, or loads a black screen (Windows)
Try running the game in Windows XP compatibility mode, following these instructions[www.pcworld.com].

For Windows 10, you'll have to manually change the compatibility mode of the .exe file, the instructions can be found down the page here: http://windows.microsoft.com/en-us/windows-8/older-programs-compatible-version-windows

You can get to the exe from your Steam Library:

1. right click on the game
   
2. click Properties
   
3. click on the Local Files tab
   
4. click BROWSE LOCAL FILES..

The game's folder should come up, now right click on MasterSpy.exe, go to properties > Compatibility, and try windows xp. Also try right clicking > run as Admin if you have any further issues.

Double Screen Resolution (Mac Retina)
If the game looks doubled in size on a Mac Retina display, try this to resolve the issue: Close the game, go into your display options, and try switching to a Scaled option and relaunching the game. It's possible you might be able to switch back and the game will run fine.

UPDATE: It seems like the newest version of OSX doesn't allow for this workaround. For now, please check out the solution provided by JudgeGrooveyman: https://steamcommunity.com/app/331190/discussions/0/2727382174634577358/

Low Frame Rate

• Under the Options menu, look for WebGL Rendering* option, and toggle that either on or off. On older/less powerful video cards, WebGL Rendering can cause some strain, while on newer video cards it can make the game run smoother.
  
• Try closing any background programs such as web browsers, email clients, or other resource intensive software to ensure you have enough free memory/CPU to run the game (browsers are pretty good about taking a lot of memory).
  
• Alternatively, try playing at a lower resolution.

*Turning off WebGL Rendering will remove the CRT curved screen effect.

Please let us know of any other issues you encounter!

[[TNG] sPoCkEr2]

Confirmed: waiting another minute after the progress bar the game will start.

[Kris]

Good news! We've made some changes to how the audio loading works, so the game should start up with minimal load time! (Taking that issue off the list above).

[Kris]

Originally posted by max34:

Sometimes when the game loads in full screen my taskbar is still visible at the bottom of the screen, and the game menu doesn't respond to mouse or keyboard inputs. Sometimes if I click around the taskbar will disappear, but my computer (Windows 7) thinks I was clicking on whatever was on my desktop in that location, and try to run that. Only happens occasionally.

Thanks!

Hi Max, sorry to hear about that! Sounds like a focus issue - does it happen if you let the game load without clicking on anything during the loading process? Also, are you able to minimize/maximize it from the taskbar? I run windows 7 but haven't seen this. Does everything else run fine when it does run right? Thanks!

-Kris

[Cohiba Skeeza]

Game is crashing during load on Windows 10. Have no idea how to get compatibility mode in Windows 10.

Figured out how to do compatibility mode check with W10 - still doesn't work.

[Kris]

Originally posted by Cohiba:

Game is crashing during load on Windows 10. Have no idea how to get compatibility mode in Windows 10.

Figured out how to do compatibility mode check with W10 - still doesn't work.

Hi Cohiba, that's a bummer. Does it crash during the initial load, or does it let you get to the menu screen?

I think you'll have to manually change the compatibility mode of the .exe file, the instructions can be found down the page here: http://windows.microsoft.com/en-us/windows-8/older-programs-compatible-version-windows

You can get to it from your Steam Library:

1. right click on the game
   
2. click Properties
   
3. click on the Local Files tab
   
4. click BROWSE LOCAL FILES..

The game's folder should come up, now right click on MasterSpy.exe, go to properties > Compatibility, and try windows xp.

I apologize for the inconvenience, and I hope this gets the game working for you. Let me know!

-Kris

[Cohiba Skeeza]

Kookies,

It loads to the start menu. I can select "New Game", etc. It crashes after I select "New Game" and is attempting to load the stage or whatever.

I'll try again. Thanks

[Cohiba Skeeza]

OK. Works now. I did compatibility mode wrong. Thanks again.

[Kris]

Originally posted by Cohiba:

OK. Works now. I did compatibility mode wrong. Thanks again.

Glad to hear that got it working! It's a very odd crash, this happens on some Windows 7 machines too (but not on mine), and I haven't been able to narrow it down but this workaround seems to fix it. Hope you enjoy the game!

[Endless Horizon]

Originally posted by Kookies!:

Double Screen Resolution (Mac Retina)
If the game looks doubled in size on a Mac Retina display, try this to resolve the issue: Close the game, go into your display options, and try switching to a Scaled option and relaunching the game. It's possible you might be able to switch back and the game will run fine.

In display settings, I switched to all possible Scaled options and then relaunching the game each time, but still the same problem. I would like to know if there is any possible fix before requesting a refund, since the game is unplayable for me.

[Kris]

Originally posted by Endless Horizon:

Originally posted by Kookies!:

Double Screen Resolution (Mac Retina)
If the game looks doubled in size on a Mac Retina display, try this to resolve the issue: Close the game, go into your display options, and try switching to a Scaled option and relaunching the game. It's possible you might be able to switch back and the game will run fine.

In display settings, I switched to all possible Scaled options and then relaunching the game each time, but still the same problem. I would like to know if there is any possible fix before requesting a refund, since the game is unplayable for me.

Hi Endless! Sorry that it's not scaling correctly, Retina has been kind of weird. Can you try setting it to Scaled + More Space on the resolution? I've had a tester set it to that and it fixed it, but somehow they were able to set back to "Best for Display" and "Larger Text" and it was permanently fixed. Let me know how that goes!

[Endless Horizon]

Originally posted by Kookies!:

Hi Kookies, thank you for the quick reply. I tried again in Scaled + More Space and it worked this time, I thought I tried all the options earlier. Even though the game was responding slowly, after I switched back to the default view option, it was working ok!

[Kris]

Originally posted by Endless Horizon:

Awesome, hope you enjoy it!

[gaeg]

Hi, I was having the low frame rate and doble size screen issues on my iMac so I made the changes listed above. Now the game doesn’t start correctly, it just shows the node-webkit menu and a black screen.

[Kris]

Originally posted by gaeg:

Hi, I was having the low frame rate and doble size screen issues on my iMac so I made the changes listed above. Now the game doesn’t start correctly, it just shows the node-webkit menu and a black screen.

Hey gaeg, sorry to hear that. Do you hear any music play? If so it sounds like the window itself scaled down, but maybe the the retina screen is still treating the contents like it's double sized, and I'd trying changing the display options again. If not, I'll see what I can do to help!

-Kris

[gaeg]

Originally posted by Kookies!:

Originally posted by gaeg:

Hi, I was having the low frame rate and doble size screen issues on my iMac so I made the changes listed above. Now the game doesn’t start correctly, it just shows the node-webkit menu and a black screen.

Hey gaeg, sorry to hear that. Do you hear any music play? If so it sounds like the window itself scaled down, but maybe the the retina screen is still treating the contents like it's double sized, and I'd trying changing the display options again. If not, I'll see what I can do to help!

-Kris

Hey Kris, thank you for your answer.

I don’t hear any music, it just shows the node-webkit menu and a black screen, no sound. I tried changing all the display options again but nothing change.