FAQ - READ ME!: Troubleshooting Self-Service

[Owlchemy Labs]

We’ve put together a one stop shop (FAQ) for all of your support and troubleshooting needs!

If your issue is not listed here or these solutions aren’t working for you, feel free to reach out to us at owlchemysupport (at) google <dot> com.

The game crashes when I play the first DVD

There is an issue running this game with audio devices that only support 1 channel. In particular, we have found that SteelSeries headphones have an issue where a 1-channel device may be configured as the primary device. Rick and Morty: Virtual Rick-aility requires an audio device which supports at least 2 channels.

Also, if your primary audio device has only 1 channel you might be missing out on stereo sound and VR spatialized sound. Fixing this issue will not only prevent crashes in Rick and Morty: VR, but will also improve your overall aural experience!

How can I fix this issue?

This covers the SteelSeries headphones, but can be substituted for switching your audio device from a 1-channel device to a stereo device.

Windows 8.1 & 10

1. Open the control panel
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/cec47e23b3e50e008085d64eb5637c5093736560.png[/img]
   
   Right click on the start button, then click on the Control Panel menu item
   
   
2. Open the Hardware and Sound Menu
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/df4ee39ec167d82e1eb618207f383185c9487a36.png[/img]
   
   Click on the “Hardware and Sound” link
   
   
3. Open up the Sound configuration window
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/258ccd9953ac263c20d9127ba76a67e1c186d27e.png[/img]
   
   Click on the “Manage audio devices” link
   
   
4. Set the default audio device to SteelSeries <headset name> Game
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/5ec7a5a4e4f7351494d4db10e8bd2290833ae182.png[/img]
   
   Click the audio device with “Game” in its title.
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/09a9114d3380a7f73b67eaae4c7fb23f9497d656.png[/img]
   
   Click the “Set Default” button
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/7299555d7e824a5cb4f4dc6de2d125c1fd6bffc2.png[/img]
   
   If you did everything right this is what it should look like. Substitute Arctis 7 for your headset name.
   
   
5. Additionally make sure if you configured Steam VR to select your audio devices make sure it is configured properly
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/3d805252202185a599548f0174212231c59f4bfa.png[/img]
   
   The Playback device should be set to the “Game” Headphones device, or set to “Do not change device”

Windows 7

1. Open the control panel
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/767e2bf26ad448496de619849b1c4c0a581bebef.png[/img]
   
   Click on the start button, then click on the Control Panel menu item
   
   
2. Open the Hardware and Sound Menu
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/96b2ed234a0097f446123be714c9d9fbf8380cb3.png[/img]
   
   Click on the “Hardware and Sound” link
   
   
3. Open up the Sound configuration window
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/eb2981a46956e69bf6a84831df669fa8a9003353.png[/img]
   
   Click on the “Manage audio devices” link
   
   
4. Set the default audio device to SteelSeries (headset name) Game
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/5ec7a5a4e4f7351494d4db10e8bd2290833ae182.png[/img]
   
   Click the audio device with “Game” in its title.
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/09a9114d3380a7f73b67eaae4c7fb23f9497d656.png[/img]
   
   Click the “Set Default” button
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/7299555d7e824a5cb4f4dc6de2d125c1fd6bffc2.png[/img]
   
   If you did everything right this is what it should look like. Substitute Arctis 7 for your headset name.
   
   
5. Additionally make sure if you configured Steam VR to select your audio devices make sure it is configured properly
   
   [img]http://cdn.akamai.steamstatic.com/steamcommunity/public/images/clans/26032069/767e2bf26ad448496de619849b1c4c0a581bebef.png[/img]
   
   The Playback device should be set to the “Game” Headphones device, or set to “Do not change device”
   
   If you are still having issues with crashing after switching your default audio device please send us an email at owlchemysupport (at) google <dot> com.

The game loads to a black screen

I am running Windows 7

Please ensure that your graphics drivers are up to date and that you have the most updated version of DirectX. Windows 7 has a patch for this available here: https://www.microsoft.com/en-us/download/details.aspx?id=36805

My computer is up-to-date or I am not running Windows 7

There are a few things that might be happening here.

• You may have an issue with your save file and need to reset it. Try deleting your save file, and then restarting the game to see if that resolves your issue. If you installed the game at the default location, it will be located at:

  C:/Users/<USERNAME>/AppData/LocalLow/Adult Swim Games/Rick and Morty_ Virtual Rick-ality/User/RickAndMortySimulatorSave.save

  *Note: This will reset your game to the uncompleted state.
• Your PC might be below our minimum hardware requirements to run the game. Please reference our Store page for Rick and Morty: Virtual Rick-ality to view minimum hardware requirements. (http://store.steampowered.com/app/469610/)
  
• Your graphics driver might be out of date. Try updating drivers and see if this fixes the issue.
  
• Make sure your headset is plugged in and the SteamVR compositor is displaying properly.

If you’re still seeing issues, please send us your output log to owlchemysupport (at) google <dot> com! If you installed the game at the default location, your output log can be found here:

C:\Program Files (x86)\Steam\steamapps\common\RickAndMortyVR\RickAndMortyVR_Data\output_log.txt

The game is stuttering

If you are seeing performance issues, you may have a system that is below our minimum hardware requirements or out-of-date drivers or firmware. Our minimum hardware requirements are available on the Store page for Rick and Morty: Virtual Rick-ality. (http://store.steampowered.com/app/469610/)

In regards to processors: Our minimum spec processor Intel Core i5-4590 equivalent or greater in both single and multi-core performance. While some AMD processors are possibly comparable in multi-core performance, they do not meet the min-spec on single-core performance. Rick and Morty: Virtual Rick-ality requires our minspec in both single and multi-core performance and this could be why some players are experiencing issues.

If you believe your system is at or above our minimum hardware requirements, try updating your graphics drivers, SteamVR firmware, and any drivers for peripherals you are using (including headphones, mice, keyboards) as this may cause lagging when they are out of date.

In Floor/Really Short While Playing

If you’re getting stuck in the floor when starting the game, this might mean your roomscale tracking isn't set up properly.

f you are using an Oculus Rift + Touch
We first recommend running through roomscale and Guardian setup on Oculus Home, then running ‘Roomscale Setup’ on SteamVR. You must setup your roomscale playspace in both Oculus Home AND SteamVR in order for it to work properly when running Oculus Rift through Steam.

If you are using an HTC Vive:
We recommend running the room setup again.

Additionally, we recommend that you check for any external factors that may be affecting tracking, such as lights shining in or even an Xbox Kinect camera.

All-Around Troubleshooting

Reset Save Files
If you have a corrupted save file or would otherwise like to reset the save file for your game, you can do so by deleting it. If you installed the game at the default location, it will be located at:

C:/Users/<USERNAME>/AppData/LocalLow/Adult Swim Games/Rick and Morty_ Virtual Rick-ality/User/RickAndMortySimulatorSave.save

*Note: This will reset your game to the uncompleted state.
Something wrong not listed here/still seeing issues? Send us your logs!
Send all technical questions, concerns (and logs!) to owlchemysupport (at) google <dot> com and we’ll help out!

Output logs:
Send us your output log so we can take a look at what might be happening with your game. If you installed the game at the default location, it can be found here:

C:\Program Files (x86)\Steam\steamapps\common\RickAndMortyVR\RickAndMortyVR_Data\output_log.txt

DxDiag report:
A DxDiag report helps us look at your full hardware specifications to track down issues that might be related to hardware components and/or peripherals you’re using. If you can, send this along, too! To run a DxDiag report follow the steps below:

• If you are running Windows 7 or higher, go to your TaskBar.
  
• Click on, "Start Button".
  
• Click on, "Run".
  
• In the pop-up window enter DxDiag and hit ok.
  
• The DirectX Diagnostic Tool pop-up window should appear.
  
• Click on, "Save all information".
  
• "Save As" window should be present.
  
• Click on, "Save" (The file should be saved to your desktop as DxDiag.txt)
  
• Exit the DirectX Diagnostic Tool.
  
• Send us the .txt file to owlchemysupport (at) google <dot> com!

[masonrilee12]

can you add support for quest 2 controllers (I don't care if its not on the quest 2 because I have 2 of the cords that connect the vr to the computer) and it would make my day if you added support to the quest 2 controllers because I had a vr that would of worked a long time ago but I could not get it to connect to my computer but now I have a quest 2 that won't work

[Akimbo Wolf]

game will not load at all. i am on quest 2 and downloaded on steam. it wont even boot up please help or ii am requesting refund