TECH SUPPORT AND DEV RESPONSES

[Strayan]

G'day everyone!

How to get help

**You will not receive technical support here on the Steam forums.**

If you are having technical issues or just generally want developers to see your post, please head on over the Unknown Worlds Forums[forums.unknownworlds.com]. You can find the Technical Support forum here.[forums.unknownworlds.com] Just be sure to read this first.[forums.unknownworlds.com]

What!? WHY WONT YOU HELP ME HERE!? Well, we understand many players would prefer to talk to us here on the Steam forums, but we are a very small team (There are only nine of us in San Francisco) with a small volunteer playtest/tech support group. We do not have the bandwidth to maintain an active presence on both our own (very active) forums and here on Steam. If we spread ourselves too thin, you won't get the decent response and help we want you to have.

You can also draw issues to our attention very quickly via @NS2 and @UWEDev on Twitter. Most of the team is on Twitter, for example Brian (Lead Programmer), Max (Technical Director), Dushan (Engine Programmer), Simon (Sound Designer), Charlie (Game Director) and myself. While we often won't respond directly (We get too many messages to be able to talk with everyone all the time!) We do read what you send us.

We're sorry we don't have the capacity to cover the Steam forums in more detail. But we think you will prefer us talking to you directly on our forums, rather than having PR/Marketing 'Community Managers' or otherwise give you canned responses here on Steam.

Where to go to find out about updates

Natural Selection 2 has been updated 27 times since launch (As of Sept 10, 2013). That' an average of more than a build every two weeks! NS2 versions are identified by 'Build Numbers' - The current one at the time of writing is 255.

You can read all about the performance improvements, bug fixes, game-play tweaks, fixes and features that go into each build on the Natural Selection 2 blog[unknownworlds.com]. Each build receives a detailed news-post, and you can also see news about build in the in-game news section of the main menu.

Common Issues

For the most up to date information, always go to the Unknown Worlds forums.

• Out-of-Memory Crashes[unknownworlds.com]
  
  
• Always use D3D9 FULLSCREEN over D3D11, as the latter is in 'beta' form and not as reliable. The same goes for the Linux version of NS2
  
  
• Disable Ambient Occlusion to mitigate input lag.

[Kazamassive]

Lol, they can sell their games on steam, no problem for that, but for support, "get out and make an account on our website"... and it's not mentionned that the game is a BETA (opengl Beta, so a Mac-Beta & Linux-Beta). Really, it's a shame.

[Prydzen ᛋᛟ]

Originally posted by Kazamassive:

Lol, they can sell their games on steam, no problem for that, but for support, "get out and make an account on our website"... and it's not mentionned that the game is a BETA (opengl Beta, so a Mac-Beta & Linux-Beta). Really, it's a shame.

i really believe there should be a bug tracker on steam. Which means people can also see how many bugs a game has before buying it. Though i do believe only a certain group of people should be allowed to open bugs, maybe certified steam game testers group.

[ItzHaru]

guys i'm not sure whats the matter but i bought this game and 5 others today and i carnt connect to online (first time buyer) i dont know why pls help? and when i try and optimize the NS2 in the menu it says after authentication failed. PLs help?!

[ĦŤŢÆĆĶ]

I m getting permant game-crahses (AppHang) without any reasonable reason.
There was no change to my system or any update between this issue and the last working build.
AND
I am also confronted with "invalid data"-issue all the time.

For the "invalid data":
Google tells me to delete the "Appdata/NS2/"-folder - i did it several times, but it´s still not working - it´s rather lucky, if I m allowed to conect to any server.
I have also uninstalled NS2, deleted all folders and reinstalled it -> no fix!

For the crashing:
Crahsing happens everytime after I die or while waiting for respawn.
When killing the NS2.exe I can't connect to any server, too, because of "authentication failure". So I have to restart steam, restart NS2 and then I m able to play for about 5mins, before the next "NS2 not responding"-issue occurs :(

Please help me!

All my drivers are up2date. And as already mentioned above, there was NO change to my system or software till the last time.

System:
i7-4770K
16GB DDR3-1866
R9-280X
Z87

[rogue_ammy]

Don't know why it's happening but every time I evolve the game locks up and I have to kill the process to get rid of it.
EDIT- It also freezes on death. Can't play at all it seems.

[ĦŤŢÆĆĶ]

Did you deactiveate the hint and commander-help stuff in the options under general?

I did this and this fixes the game-crashes while respawning.

but now:
I m having permanently "invalid data" -> deleted (also the Appdata-Folder!) and reinstalled NS2 about 4 times, deleted every folder and registry-stuff I could find. No fix :(
Please help me!

[Gustav]

I got over 400 ping on server in my own country, neither does the game register that I am in sweden, only that I am from the UN. Rubber banding makes the game unplayable, it's not sending any data. I checked firewall and all connections. Noting works!

[100% Recycled Awesome]

Still cannot get past the server browser crash.

All mods uninstalled. All hints disabled.

[Loki]

can you get any logs 100% Rectcled Awesome?
if you can (or cant) please go here and post it.
http://forums.unknownworlds.com/categories/technical-support

[100% Recycled Awesome]

Originally posted by Loki:

can you get any logs 100% Rectcled Awesome?
if you can (or cant) please go here and post it.
http://forums.unknownworlds.com/categories/technical-support

Debug report log.txt says:

Date: 08/25/14
Time: 11:41:06:
--------------------------------------------------------------
Build 268
Windows 7 64-bit (build 7601)
Steam initialized
Num displays: 1
Direct3D 9 initialized: NVIDIA GeForce GTX 560 (9.18.13.3788)
Sound Device: Speakers (Realtek High Definition Audio) stereo
Record Device: Microphone (Realtek High Definition Audio)
Mounting mod from C:/Users/_2/AppData/Roaming/Natural Selection 2/Workshop/m95266f4_1390219458/
Mounting mod from C:/Users/_2/AppData/Roaming/Natural Selection 2/Workshop/m899e1be_1399074766/
SetPixels for screens/IntroScreen.jpg [2.4478 mPixels] took 11.76ms, background load 0.00ms
Mounting mod from C:/Users/_2/AppData/Roaming/Natural Selection 2/Workshop/m95266f4_1390219458/
Mounting mod from C:/Users/_2/AppData/Roaming/Natural Selection 2/Workshop/m899e1be_1399074766/
Loading config://ConsoleBindings.json
Loading config://FavoriteServers.json
Loading config://HistoryServers.json
Main Menu Initialized at Version: 268
Steam Id: 34137335

Hmmm. That's says two mods enabled. I tried again but I cannot access the debug when all mods are off. Game just totally crashes.

267/268 are exceptionally broken.

[hasufell]

Yes, 268 is really broken. Several players on one server repeatedly had crash problems

Date: 08/26/2014
Time: 02:21:55 AM:
--------------------------------------------------------------
Build 268
Linux
Steam initialized
Num displays: 2
OpenGL 4.4.0 NVIDIA 331.79 initialized (NVIDIA Corporation GeForce GTX 460/PCIe/SSE2)
GLSL version 4.40 NVIDIA via Cg compiler
ARB_texture_storage extension present
ARB_get_program_binary extension present
[  0.390] MainThread : Error: SoundSystem::GetDeviceByGuid - failed to find device by GUID
[  0.390] MainThread : Error: SoundSystem::Initialize - failed to set number of FMOD channels
[  0.425] MainThread : Error: SoundSystem::GetDeviceByGuid - failed to find device by GUID
Sound Device: disabled stereo
Record Device: disabled
Physics multithreading is only available on Windows for now
SetPixels for screens/IntroScreen.jpg [2.4478 mPixels] took 11.64ms, background load 0.00ms
Loading config://ConsoleBindings.json
Resampling uncompressed animations at 1/2 frame rate to conserve memory
Loading config://FavoriteServers.json
Loading config://HistoryServers.json
Main Menu Initialized at Version: 268
Steam Id: 796756
Physics multithreading is only available on Windows for now
Connecting to server 85.229.121.196:27017
Physics multithreading is only available on Windows for now
Downloading mods
Physics multithreading is only available on Windows for now
Finished downloading and installing mods
Mounting mod from /home/jule/.config/Natural Selection 2/Workshop/m706d242_1408976514/
Mounting mod from /home/jule/.config/Natural Selection 2/Workshop/m812f004_1408894912/
Mounting mod from /home/jule/.config/Natural Selection 2/Workshop/mc6fbbb0_1408734207/
Mounting mod from /home/jule/.config/Natural Selection 2/Workshop/maa8da06_1408729446/
SetPixels for screens/ns2_docking/2.jpg [2.1973 mPixels] took 11.95ms, background load 0.00ms
SetPixels for screens/ns2_docking/3.jpg [2.1973 mPixels] took 11.44ms, background load 0.00ms
Loading config://ConsoleBindings.json
SetPixels for screens/ns2_docking/4.jpg [2.1973 mPixels] took 10.37ms, background load 0.00ms
Loading config://FavoriteServers.json
Loading config://HistoryServers.json
[Elixer (Client)] Loading Utility Scripts v.1.72
[Elixer (Client)] Using Utility Scripts v.1.72
[Elixer (Predict)] Loading Utility Scripts v.1.72
[Elixer (Predict)] Using Utility Scripts v.1.72
[ 79.464] Worker 08 : Loading 'maps/ns2_docking.level'
Building pathing mesh for level maps/ns2_docking.level
Finished loading 'maps/ns2_docking.level'
Loading took 16.885634575 seconds
NS2+ build 206 loaded. Type "plus" in console for available commands. You can also customize your game from the options menu.
Physics multithreading is only available on Windows for now
==============================
Shine started up successfully.
- Shine is set to display web pages from plugins. If you wish to globally disable web page display, then enter "sh_disableweb 1" into the console.
- Shine is set to report any errors it causes on your client when you disconnect. If you do not wish it to do so, then enter "sh_errorreport 0" into the console.
- Shine has a chatbox that you can enable/disable by entering "sh_chatbox" into the console.
- Shine NS2Stats.com Plugin is running. Please use sh_verify to set yourself as server admin at NS2Stats.com
==============================
Prawn killed Extractor with Gore
Reinhard killed Wilkos with Bite
d4rkAlf killed Cahir Ceallach with Rifle
Prawn killed mob 4ction with Gore
[AQ]BrainFood killed Reinhard with Shotgun
Vrum killed Mr H-K with Swipe
Prawn killed d4rkAlf with Gore
Chat All - hasufell: crap game keeps crashing since latest update
Tramvaichik killed Havoc with Rifle
Vrum killed Tramvaichik with Swipe
Prawn killed Castle with Gore
Syntax Of Limbo killed Battle-Monk with Shotgun
 killed Gorge Tunnel with Consumed
Havoc killed mob 4ction with Bite
hasufell killed Reinhard with Shotgun
Battle-Monk killed Mr H-K with Bite
[AQ]BrainFood killed Battle-Monk with Shotgun
Prawn killed Mr H-K with Gore
Vrum killed d4rkAlf with Swipe
Prawn killed [AQ]BrainFood with Gore
Vrum killed Castle with Swipe
Bocken killed Tramvaichik with Bite
Prawn killed b100.thePUNISHER with Gore
Chat Team 1 - [AQ]BrainFood: no com
Cahir Ceallach killed Extractor with Bite
Reinhard killed hasufell with Bite
[185.930] MainThread : Error: Attempting to sync an invalid collision rep!
[185.930] MainThread : Error: Attempting to sync an invalid collision rep!
Lyster the Wyzard killed Power node with BileBomb
d4rkAlf killed Whip with Rifle
Reinhard killed dotox with Bite
hasufell killed Havoc with Rifle
Reinhard killed hasufell with Bite
[208.817] MainThread : Error: Attempting to sync an invalid collision rep!
[208.818] MainThread : Error: Attempting to sync an invalid collision rep!
Vrum killed noobonaut with Swipe
Wilkos killed Baphomet with Shotgun
Bocken killed Phase gate with Bite
Syntax Of Limbo killed Shade with Shotgun
Prawn killed Armory with Gore
[AQ]BrainFood killed Harvester with Shotgun
b100.thePUNISHER killed Extractor with Recycled
Antwann killed Power node with BileBomb
Battle-Monk killed dotox with SporeCloud
Reinhard killed Observatory with Bite
Cahir Ceallach killed Syntax Of Limbo with Bite
[AQ]BrainFood killed Bocken with Shotgun
Wilkos killed Reinhard with Shotgun
Lyster the Wyzard killed Phase gate with BileBomb
Vrum killed Mr H-K with Swipe
Cahir Ceallach killed Tramvaichik with Bite
////// killed Battle-Monk with Shotgun
Vrum killed Castle with Swipe
Baphomet killed hasufell with Bite
[265.366] MainThread : Error: Attempting to sync an invalid collision rep!
[265.366] MainThread : Error: Attempting to sync an invalid collision rep!
noobonaut killed Shift Hive with Rifle
Vrum killed d4rkAlf with Swipe
Cahir Ceallach killed noobonaut with Bite
[AQ]BrainFood killed Lyster the Wyzard with Shotgun
Prawn killed ////// with Gore
d4rkAlf killed Baphomet with Shotgun
Castle killed Reinhard with Rifle
Havoc killed hasufell with Spikes
[AQ]BrainFood killed Cahir Ceallach with Shotgun
Lyster the Wyzard killed dotox with Bite
d4rkAlf killed Gorge Tunnel with Pistol
Havoc killed ////// with SporeCloud
Reinhard killed Syntax Of Limbo with Bite
d4rkAlf killed Reinhard with Shotgun
Bocken killed noobonaut with LerkBite
Vrum killed d4rkAlf with Swipe
////// killed Cahir Ceallach with Shotgun
Wilkos killed Baphomet with Mine
Vrum killed Wilkos with Swipe
Prawn killed Castle with Gore
////// killed Havoc with Shotgun
[AQ]BrainFood killed Cahir Ceallach with Shotgun
Syntax Of Limbo killed Gorge Tunnel with Rifle
d4rkAlf killed Vrum with Shotgun
noobonaut killed Reinhard with Rifle
Cahir Ceallach killed hasufell with Bite
[409.473] MainThread : Error: Attempting to sync an invalid collision rep!
[409.473] MainThread : Error: Attempting to sync an invalid collision rep!
Mr H-K killed Spur with Grenade
dotox killed Cahir Ceallach with Rifle
noobonaut killed Shade with Rifle
Mr H-K killed Spur with Grenade
dotox killed Vrum with Rifle
Baphomet killed Syntax Of Limbo with LerkBite
Wilkos killed Antwann with Shotgun
Prawn killed hasufell with Gore
Reinhard killed noobonaut with Bite
d4rkAlf killed Havoc with Shotgun
Chat Team 1 - Syntax Of Limbo: onos base
[AQ]BrainFood killed Battle-Monk with Shotgun
Tramvaichik killed Egg with ClusterGrenade
d4rkAlf killed Reinhard with Shotgun
Cahir Ceallach killed Wilkos with Bite
Tramvaichik killed Bocken with Shotgun
Vrum killed [AQ]BrainFood with Bite
Tramvaichik killed Cahir Ceallach with Shotgun
hasufell killed Vrum with Rifle
////// killed Reinhard with Shotgun
////// killed Hydra with Pistol
dotox killed Cahir Ceallach with Shotgun
d4rkAlf killed Crag with Shotgun
////// killed Reinhard with Shotgun
Vrum killed Wilkos with Bite
Antwann killed dotox with Spit
[AQ]BrainFood killed Bocken with Shotgun
Vrum killed Tramvaichik with Bite

[Prydzen ᛋᛟ]

I didnt had any crashes on linux so far with 268 but i havent played a lot. I am on a GTX 770.

[Loki]

Disable all your mods.

[hasufell]

Originally posted by Loki:

Disable all your mods.

Ok, so support for mods was dropped?

[Loki]

no just if they are not updated, if things that are changed in the engine or code the mod (using previous code) wont work until its updated by that modder. So if that mod trys to do somthing that nolonger exists its not going to work and crash your game. I dont code, but that is my understanding of it.