Beamdog Support is moving to Service Desk

[Julius Borisov]

Hello, everyone!

For several years, we’ve been using Zendesk and Redmine to track reports and provide customer support for our D&D games:
Baldur’s Gate: Enhanced Edition
Baldur’s Gate II: Enhanced Edition
Icewind Dale: Enhanced Edition
Planescape: Torment: Enhanced Edition
Neverwinter Nights: Enhanced Edition

After a thorough evaluation, we’ve made the decision to move our support and issue tracking into one place: Service Desk. This will help us keep track of all your feedback and reports.

Don’t worry: we'll copy over your existing issues from Zendesk & Redmine. Thanks for all your feedback & reports over the years. Looking forward to hearing from you at the new site:

Beamdog Service Desk - https://beamdog.atlassian.net/servicedesk/customer/portals
Details - https://www.beamdog.com/news/beamdog-support-moving-service-desk/

[federico.moschetti]

It's ok that after reporting an issue I'm waiting an answer from the service desk and in more than a week I haven't heard ANYTHING from them? Could I please have at least some credit? I'm currently not using a game I've regularly bought, and I don't even know why... I'm seriously thinking about asking for refund, since it seems noone is interested about helping in my issue.

[Julius Borisov]

@federico.moschetti What is your ticket number?

[DrLoboto]

I don't think it's customary for them to react to each single bug post. My report on the NWN:EE section of https://support.baldursgate.com (where I was told to file it) is 2 months old and looks just like when I posted it, no replies, still 0% done.

[federico.moschetti]

Originally posted by Julius Borisov:

@federico.moschetti What is your ticket number?

actually, I’ve got three unanswered tickets: NWNS-290; NWNS-296; NWNS-307

[Julius Borisov]

Originally posted by federico.moschetti:

Originally posted by Julius Borisov:

@federico.moschetti What is your ticket number?

actually, I’ve got three unanswered tickets: NWNS-290; NWNS-296; NWNS-307

Our QA has looked into these.

Catalina not running 32 bit programs is not just a known issue, but an Apple issue. Our dev build is 64bit, btw.

The logs you posted are Intel crashes. The new renderer and 64bit should greatly decrease those.

NWN:EE is one of many programs in the world that are still being ported to 64bit.

[federico.moschetti]

Ok, so there will be a solution in the near future? I just needed an answer; until now, I was wondering if I had a totally useless game or, some day, I could play it again: just knowing that waiting is the solution is ok... if this is the case. By "the new renderer" you mean build 8192? Or something else I'm not getting? I'm just a gamer, not a developer, and I'm sorry but I need simple solutions I could understand... Thank you for your help

[Julius Borisov]

Try right-click the game in the Steam app, go to Properties, and then the Beta tab. Enable the dev build there, and try launching the game (it's 64bit).

The new renderer will come to NWN:EE with a future update.

[federico.moschetti]

ok, I'll try it, thanks

[federico.moschetti]

I'll tried to select the Development version, but it still says that this version is 32-bit... I even tried to restart Steam app, but nothing... do I need to download something?

[Julius Borisov]

Have you seen the game updating after you opted into the development build? NWN:EE should show it has an update to download.

[federico.moschetti]

no, it just appeared in the library, next to the title, [development] instead of [build8192], but no download updates...

[Julius Borisov]

Ok. So you're saying that you still can't launch Neverwinter Nights: Enhanced Edition [development] on Catalina?

[federico.moschetti]

yes, exactly, and in my steam library there's a signal telling me that the software can't be used because it's 32-bit... This is the reason why I asked if I should download something, because it seems it's still the old version, even if it's reported to be the [development] one... I really don't know what to do...

[Julius Borisov]

The Steam library symbol might be related to the live version, not the beta. Most likely, this is a visibility bug with Steam , see https://steamcommunity.com/discussions/forum/2/1644304412667823489/ , the game in the dev version is 64bit and should work despite the warning.

[federico.moschetti]

I've just uninstalled the steam app, cleaned all the files, downloaded a new client and re-installed it, but it shows the same symbol; now I'm re-installing NWN and I'll try to start it...