The Surge - Technical FAQ

[FE Help Desk]

SUMMARY

- MINIMUM SYSTEM REQUIREMENTS
- RECOMMENDED SYSTEM REQUIREMENTS
- HOW TO CHOOSE THE LANGUAGE

- CANNOT RUN THE GAME:

A. CHECK THE GAME INSTALLATION
B. UPDATE OR REPAIR MICROSOFT DIRECTX
C. INSTALL OR REPAIR MICROSOFT VISUAL C++ REDISTRIBUTABLE
D. CONFIGURE THE GAME IN ADMINISTRATOR MODE AT STARTUP
E. UPDATE THE DRIVER OF THE GRAPHICS CARD

- SAVE LOCATION
- GAME CONTROLLER NOT DETECTED OR NOT WORKING CORRECTLY
- GRAPHICS FLICKERING IN BLUE ON AMD GRAPHICS CARD
- HOW TO RESET THE GRAPHICS SETTINGS
- HOW TO GENERATE A CRASH DUMP
- HOW TO CONTACT THE TECHNICAL SUPPORT

MINIMUM SYSTEM REQUIREMENTS

OS (*): WINDOWS 7/8/10 (64-BIT)
PROCESSOR: AMD FX-8320 (3,5 GHz) / INTEL i5-4690K (3,5 GHz)
RAM MEMORY: 8 GB
GRAPHICS CARD: AMD RADEON R7 360 / NVIDIA GEFORCE GTX 560 TI AND 1 GB OF VIDEO MEMORY
HARD DISK SPACE: 15 GB
(*) WINDOWS XP AND WINDOWS VISTA ARE NOT SUPPORTED

RECOMMENDED SYSTEM REQUIREMENTS

OS (*): WINDOWS 7/8/10 (64-BIT)
PROCESSOR: AMD FX-8370 (4,0 GHZ) / INTEL CORE i7-3820 (3,6 GHZ)
RAM MEMORY: 16 GB
GRAPHICS CARD: AMD RADEON RX 480 / NVIDIA GEFORCE GTX 970 AND 4 GB OF VIDEO MEMORY
HARD DISK SPACE: 15 GB
(*) WINDOWS XP AND WINDOWS VISTA ARE NOT SUPPORTED

HOW TO CHOOSE THE LANGUAGE

1. Run Steam and click LIBRARY.
2. Right click on 'The Surge' and click 'Properties'.
3. Click the tab 'LANGUAGE'.

CANNOT RUN THE GAME

A. Check that The Surge is correctly installed:

1. Run Steam and click LIBRARY.
2. Right click on 'The Surge' and click 'Properties'.
3. Click the tab 'LOCAL FILES' then click the button 'VERIFY INTEGRITY OF GAME FILES'.

B. Update or repair Microsoft DirectX:

1. Run Steam and click LIBRARY.
2. Right click on 'The Surge' and click 'Properties'.
3. Click the tab 'LOCAL FILES' then click the button 'BROWSE LOCAL FILES...'.
4. Open the folder '_CommonRedist' then the folder 'DirectX' and the folder 'Jun2010'.
5. Run the application 'DXSETUP' (DXSETUP.exe).

C. Install or repair the library Microsoft Visual C++ Redistributable:

1. Run Steam and click LIBRARY.
2. Right click on 'The Surge' and click 'Properties'.
3. Click the tab 'LOCAL FILES' then click the button 'BROWSE LOCAL FILES...'.
4. Open the folder '_CommonRedist' then the folder 'vcredist' and the folder '2012'.
5. Run the application 'vc_redist.x64' (vc_redist.x64.exe) and click the button 'Install' or 'Repair'.
6. Run the application 'vc_redist.x86' (vc_redist.x86.exe) and click the button 'Install' or 'Repair'.

D. Configure the game in administrator mode at startup:

1. Run Steam and click LIBRARY.
2. Right click on 'The Surge' and click 'Properties'.
3. Click the tab 'LOCAL FILES' then the button 'BROWSE LOCAL FILES'.
4. Open the folder 'bin'.
5. Right click on the application 'TheSurge' (TheSurge.exe) and click 'Properties'.
6. Click the tab 'Compatibility'.
7. Check 'Run this program as an administrator' and click the button 'OK'.

E. Update the driver of the graphics card:

AMD

Please update the driver of the AMD graphics card from:
http://support.amd.com/en-us/download

NVIDIA

Please update the driver of the NVIDIA graphics card from:
http://www.geforce.com/drivers

SAVE LOCATION

The savegames are located in the Steam 'userdata' folder.

The Steam 'userdata' path for The Surge is:
<Steam Installation Directory>\Steam\userdata\<Steam User ID>\378540\remote\

NOTE: The default path where Steam is installed is 'C:\Program Files (x86)\'.

GAME CONTROLLER NOT DETECTED OR NOT WORKING CORRECTLY

Please remove the game controller from the Steam Big Picture Mode:

1. Run Steam then switch in 'Big Picture Mode' (upper right).
2. Go to 'Settings' (upper right).
3. Click 'Controller Settings' under 'Controller'.
4. Uncheck 'PS4 Configuration Support' or 'Xbox Configuration Support' and 'Generic Gamepad Configuration Support'.
5. Click 'OK' then exit the Big Picture Mode and run The Surge.

The game controller will be managed natively by the game.

GRAPHICS FLICKERING IN BLUE ON AMD GRAPHICS CARD

A. Please update the driver of the AMD graphics card from:
http://support.amd.com/en-us/download

B. Reset the graphics settings:

1. Open 'Windows Explorer' or 'File Explorer' from the taskbar.
2. Open 'Documents' then the folder 'The Surge'.
3. Delete the file 'settings' (settings.ini) and run The Surge.

HOW TO RESET THE GRAPHICS SETTINGS

1. Open 'Windows Explorer' or 'File Explorer' from the taskbar.
2. Open 'Documents' then the folder 'The Surge'.
3. Delete the file 'settings' (settings.ini) and run The Surge.

HOW TO GENERATE A CRASH DUMP

If the game is crashing, please provide a crash dump for the Quality Assurance team and the game developer Deck13 for investigation.

How to generate a crash dump:

1. Open 'Windows Explorer' or 'File Explorer' from the taskbar.
2. Open 'Documents' then the folder 'The Surge'.
3. Right click on the file 'settings' (settings.ini) and click 'Edit'.
4. Add the following line:

crashdump_level = Small

5. Save and run the game.

If the game crashes again, this will generate a crash dump this time and this might take a few moments.

Once the crash dump created:

1. Open 'Windows Explorer' or 'File Explorer' from the taskbar.
2. Open 'Documents' then the folder 'The Surge' and the folder 'Dump'.

Send your report with a description of the problem and the crash dump file in attachment to: [e-mail]

HOW TO CONTACT THE TECHNICAL SUPPORT

A. Provide a Microsoft DirectX diagnostic report:

1. Press the keys Windows and R from the keyboard to open the 'Run dialog box' and type: DXDIAG
2. Click the button 'OK'.
3. If your computer is running a 64-bit version of Windows, click the button 'Run 64-bit DxDiag'
4. If your computer is running a 32-bit version of Windows, that button will not be visible.
5. Click the button 'Save All Information...'.
6. Save the file 'DxDiag.txt' and close the DirectX Diagnostic Tool.

B. Provide the game log:

1. Open 'Windows Explorer' or 'File Explorer' from the taskbar.
2. Open 'Documents' then the folder 'The Surge' and the folder 'logs'.
3. Right click on the file 'Fledge.txt' and click 'Send To' then 'Compressed (zipped) folder'.

Send your report with a description of the problem and with the 'DxDiag.txt' and the 'Fledge.txt' files in attachment to: [e-mail]