Green Hell - Official Support Guide

[Creepy Jar]

Support Guide

Hi! This page was put together by the QA & Tech Support teams at Creepy Jar to provide you with possible solutions if you encounter any technical difficulties with the game on your hardware.

If you need help with performing some of the steps, please use this detailed troubleshooting guide on Steam:
https://steamcommunity.com/sharedfiles/filedetails/?id=2160052009

Technical troubleshooting for the PC version:

(Install, graphics, audio, performance, saves, languages)

• Verify that you meet the minimum system requirements to play Green Hell. You can find them listed here: https://store.steampowered.com/app/815370/Green_Hell/
  
• Verify your hard drive space and RAM usage. Not enough free space or memory may cause Green Hell to crash or freeze.
  
• Verify the integrity of the game files (in your Steam Library right-click on Green Hell --> Properties --> Local Files --> Verify Integrity of Game Files).
  
• Update your Graphics Card Drivers.
  
• Update your Video and Sound Card Drivers (to check what model of graphics card you have just press [WINDOWS] + X --> Device Manager --> Display Adapters. To check your sound card press [WINDOWS] + X --> Device Manager --> Sound).
  
• Run Steam and/or Green Hell with administrator rights.
  
• Turn off and delete any mods that you are or have been using.

Multiplayer/Connectivity possible solutions for the PC version:

(Connection error, Timeout error, disconnections)

• Reset your router according to the manufacturer's instructions.
  
• Try connecting via different internet connections, such as by the ethernet cable, or even - for testing purposes - you may try a mobile hotspot!
  
• Add Green Hell and Steam to exceptions in your Firewall and Antivirus programs.
  
• Perform a clean boot: https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd
  
• Ensure your internet provider is not blocking any ports necessary to enter the game (e.g. for Steam or local ports). (If ports are blocked, you can forward them - you should find more information on that on your internet provider’s website.)

Save files

By default your save files are located here:
C:\Program Files (x86)\Steam\userdata\[your unique Steam ID]\815370\remote

Save files are divided into multiplayer and single-player saves.

• Single-player saves are called SPSlot(number).sav. The first save is called SPSlot0, the second SPSlot1, etc.
  
• Multiplayer saves are called MPSlot(number).sav. The first save is called MPSlot0, the second MPSlot1, etc.
  
• The Client saves files are located in the Coop folder (so if you have a problem in Multiplayer you can send the files from this folder to us too, just remember to also send the Host save file along with them).

Crashes

If your game quits to Windows, blocks completely, or just the bug you’ve just encountered seems particularly weird a crash may have occurred.
To check if you had one try switching to the debug version of the game.

1. Go to Steam Library --> Green Hell --> Properties --> Betas and enter this code: 98fh67g393dh20hd0s4d
   
2. Now you've unlocked the debug branch, and when the bug occurs again - the red text will appear in the lower left part of the screen.
   
3. Then just go to C:\Users\[Username]\AppData\LocalLow\Creepy Jar\Green Hell and send us the Player.log file on our email address: [e-mail] with a short description of what exactly has happened.