Having problems? How to contact us for technical support

[Marc Flury]

First things to check

Verifying your Steam installation will ensure you have the most up-to-date version and files:

1. Right-click Thumper in your Steam Library > Properties
   
2. Click "Local Content" tab
   
3. Click "Verify Integrity of Game Cache..."

Thumper requires the Visual Studio 2015 Redistributable to run. Steam should install it automatically, but it doesn't always work. Try downloading and installing it manually using this link: https://www.microsoft.com/en-us/download/details.aspx?id=48145

If you're still having trouble running the game, there is an "experimental" branch that will collect diagnostic information about your PC and help us help you.

How to get the experimental branch

1. Right-click Thumper in your Library > Properties
   
2. Click the BETAS tab
   
3. Select "experimental" in the drop down box.
   
4. Now it should say "Thumper [experimental]" in your Library (sometimes you have to restart the Steam client for this to happen)
   
5. Once the update is downloaded/updated (sometimes you have to restart Steam to make this happen), run the game.

How to send us diagnostic information

On the experimental branch, a log file with diagnostic information will be produced each time you play. Here's how to find the logs and send them to us.

1. Get on the experimental branch (see above)
   
2. Play the game and reproduce your problem, quit the game
   
3. Right-click Thumper in your Library > Properties
   
4. Click the LOCAL FILES tab
   
5. Click BROWSE LOCAL FILES...
   
6. You'll see the game's installation directory (e.g. C:\Program Files (x86)\Steam\steamapps\common\Thumper). In this directory, you should see a "log" folder
   
7. Zip up the contents of this folder and e-mail it to [e-mail] with a description of your problem. We'll get back to you soon -- thanks!

[ExcessiveForce]

So I just tried out the Beta and I've noticed some lagspikes that weren't there before. The logfile mentions a few skipped frames as well.

I'll send you an e-mail with the log and my system specs.

[Marc Flury]

Originally posted by RemoveXenos:

So I just tried out the Beta and I've noticed some lagspikes that weren't there before. The logfile mentions a few skipped frames as well.

I'll send you an e-mail with the log and my system specs.

Thanks, we'll follow up!

[DarkSonicPT]

Hello, when I start the game, the language that i've chosen should be portuguese but instead, the game is showing the text in brazilian-portuguese, any fix?

[Marc Flury]

Originally posted by DarkSonicPT:

Hello, when I start the game, the language that i've chosen should be portuguese but instead, the game is showing the text in brazilian-portuguese, any fix?

Sorry, the game only supports Brazilian-Portuguese, not Portuguese.

[DarkSonicPT]

Originally posted by Marc Flury:

Originally posted by DarkSonicPT:

Hello, when I start the game, the language that i've chosen should be portuguese but instead, the game is showing the text in brazilian-portuguese, any fix?

Sorry, the game only supports Brazilian-Portuguese, not Portuguese.

Ok, but don't list portuguese as a supported language then.

[Marc Flury]

Originally posted by DarkSonicPT:

Originally posted by Marc Flury:

Sorry, the game only supports Brazilian-Portuguese, not Portuguese.

Ok, but don't list portuguese as a supported language then.

Thanks for pointing that out. It was a mistake and we've removed it from the supported languages. Sorry for the misrepresentation.

[Caspian]

hey mate, the game doesnt launch yes ive tried verifying the integrity of the files it says they are verified and i cant install VC redistributables 2015 because i already have a newer version installed so it wont let me install that one

[Caspian]

and i tried both the betas it just doeasnt want to launch i have a gaming pc that can run pretty much any game on high at around 120-160 fps so i dont understand why its not working.

[Caspian]

ok so it doesnt run with VC Redistributable 2015-2019 i removed that completely and did not install 2015 and it works now but now my other games dont work anymore

[Marc Flury]

Originally posted by JamozGamez:

ok so it doesnt run with VC Redistributable 2015-2019 i removed that completely and did not install 2015 and it works now but now my other games dont work anymore

Ugh. Steam is supposed to take care of the redistributables business, but it's hard to say whether your particular mess is Steam or Microsoft's fault!

If you have the correct redistributable installed for Thumper now, then you should be able to manually install any you need for other games. Steam should have put the installers for all of them on your PC. Look here:

<your Steam installation directory>\steamapps\common\Steamworks Shared\_CommonRedist\vcredist

For each version you need, you can the applications 'vc_redist.x64' (vc_redist.x64.exe) and click the button 'Install' or 'Repair'. And the applications 'vc_redist.x86' (vc_redist.x86.exe) and click the button 'Install' or 'Repair'.

Hope that helps!

[DeltaBugles]

Hi, not sure if this account is still active but thought I'd drop my issue in here. I have a 2080Ti + 5820K i7 -- The game runs flawlessly on my PC but when I'm using VR it's kind of a different story. I get very frequent and aggressive stuttering when playing - generally it occurs in between levels, but not always. Do you have any VR-specific tips to try and smooth that out?

[Marc Flury]

Originally posted by DeltaBugles:

Hi, not sure if this account is still active but thought I'd drop my issue in here. I have a 2080Ti + 5820K i7 -- The game runs flawlessly on my PC but when I'm using VR it's kind of a different story. I get very frequent and aggressive stuttering when playing - generally it occurs in between levels, but not always. Do you have any VR-specific tips to try and smooth that out?

Hmm, your hardware is more than up to the task and I haven't heard from anyone else with this sort of performance problem. When you say "in between levels" do you mean during the checkpoints (between Level 1-1 and 1-2, for example) or when you're loading a new level?

[DeltaBugles]

Originally posted by Marc Flury:

Originally posted by DeltaBugles:

Hi, not sure if this account is still active but thought I'd drop my issue in here. I have a 2080Ti + 5820K i7 -- The game runs flawlessly on my PC but when I'm using VR it's kind of a different story. I get very frequent and aggressive stuttering when playing - generally it occurs in between levels, but not always. Do you have any VR-specific tips to try and smooth that out?

Hmm, your hardware is more than up to the task and I haven't heard from anyone else with this sort of performance problem. When you say "in between levels" do you mean during the checkpoints (between Level 1-1 and 1-2, for example) or when you're loading a new level?

Yep that's right, between checkpoints. It is rather odd - Only thing I didn't do from the above steps is try the experimental build. Anyway, any other ideas would be welcomed!

[Marc Flury]

Originally posted by DeltaBugles:

Yep that's right, between checkpoints. It is rather odd - Only thing I didn't do from the above steps is try the experimental build. Anyway, any other ideas would be welcomed!

Thanks for letting me know. Can you try the experimental build (as outlined above), reproduce the problem, then send me the log files that get generated (e-mail [e-mail]). If I can look at those, it might give me some clue as to what's going on.

[ur Game Buddy]

Just finished level 8, the moment the "loading" word (for level 9) disappears the screen is completely black and I hear the level playing. What is happening? Oh yeah, I exited the game completely and after reloading the problem is still there.
Edit. Reinstalled the game and it works now.