Frequently Asked Questions (Crash-fixes/technical/billing/account)

[Mtax]

To see updated version, check Steam Guides version instead:

http://steamcommunity.com/sharedfiles/filedetails/?id=723147180

FOREWORD

Following guide is going to be reference for questions that were repeatedly asked on these forums, providing fixes for problems that are known. You can link following guide to anyone who has problem mentioned in it.

Since 6th April 2016 game is managed by small company, Grey Havens LLC, who have less technical possibilities than original developments - Three Rings Design. Due to that their support might be less effective, and with fix for this comes this guide.

If you will find no resolve to your problem, feel free to ask in this topic, on official forums[forums.spiralknights.com] or to contact support by e-mail[www.spiralknights.com] and in-game account.[www.spiralknights.com]

In the end, everyone who has machine fulfilling requirements given on bottom of Spiral Knights Steam Page should be able to play the game.

Following fixes are mostly only for computers with Windows systems.

Fixes for game crash

Universal fixes: Reinstall the game, update your GPU drivers.

Problem: Game crashes soon after its launch. Often needs to be turned off in Task Manager or Steam won't allow to re-launch it.

Why it happens: Steam Overlay doesn't work correctly with both your system and Spiral Knights. This is often caused by your Graphics Processor Unit.

Quick fix: Turn off Steam Overlay in-game. To do so, go to your Steam library, right-click on Spiral Knights and click "Properties". In newly open window, you should leave "Enable the Steam Overlay while in-game" unticked. Then close the game and try playing the game. Otherwise follow next fix.

Alternative/full fix: Update or reinstall your GPU Drivers. If you have Nvidia drivers, then reinstalling these might be bad idea - their reinstallation process is often broken and forces to do complex shenanigans.

Problem: While launching the game screen goes black and monitor gives error message such as "Not supported resolution", etc.

Why it happens: Since update that happened 18/5/2016, game launches in pre-set fullscreen with resolution that not every GPU/Monitor supports.

Fix: Press WindowsKey+R and type "regedit", confirm by pressing enter. Then go into HKEY_CURRENT_USER/SOFTWARE/JavaSoft/Prefs/projectx and right-click on "screen_mode" and edit it. If last number is "1", change it into "0". Run the game and check if it works. If not, try editing the first and second number to your desktop resolution, which are width and height respectively in "display_mode" and "screen_mode" files.

Problem: Game crashes/freezes/micro-freezes while playing, for example when monsters spawn or game loads.

Why it happens: Game needs more resources from your PC and doesn't manage to get them. Originally it's limited to use only 512MB RAM, 64VRAM and 1.3GHz of single core of processor.
Fix: Refer to this post.[forums.spiralknights.com]

Connection issues

Problem: While trying to play the game, error appears with "Either there is a temporary network outage or server is not yet fully operational".

Why it happens: Server has just restarted or your PC blocks connection to game's server. If you managed to play it before, it should be the first option. Then just wait up to 15 minutes, otherwise apply following fix.

Fix: If you're using Windows- or Antivirus-based firewall, add "java.exe" and "javaw.exe" from Steam\SteamApps\common\Spiral Knights\java_vm\bin.
If you're using hardware or modem firewall, then add exception for ports from 47624 to 47634 on both TCP and UDP. Either product's manual or googling its name should help you to do so.

Problem: While playing the game, I experience lag (action delays, random teleportations, freeze of everything around)

Why it happens: Your connection to game's server is slow. It might depend on your internet, where you live and on your connection usage.

In-game fix: While in game, press ESC and change region to either "From IP" or to either Europe or USA, depending what's closer to you. EU servers are hosted in Ireland, USA servers are hosted in Seattle Washington. Haven is always hosted on USA server. You might also untick "Party with any" so game won't join random parties that aren't in your region.

System fixes: Turn off anything that uses internet, such as download clients, browsers, etc. Remember that Steam sometimes downloads updates as well. You may check what uses internet bandwidth in Task Manager. Turning off proxy should help as well.

Hardware fixes: Use Ethernet cable instead of Wi-Fi.

Notes: If you're living far from servers, nothing might help. You can always try programs such as WTFast, but they might as well do little to no improvement.
Blast Network has bad netcode and will lag most of time.

Problem: I'm using Steam-based Spiral Knights client, but suddenly it doesn't let me to login into game via Steam.

Why it happens: Your Steam ID Ticket is broken. Some programs tend to do that, or Steam might lose it at some point.

Fix: Restart Steam. If that won't work, restart PC. If this won't fix the issue, reinstall Steam and then game.

Billing

For various answers about billing as it is, refer to official article on wiki.[wiki.spiralknights.com]

Problem: Steam Overlay doesn't work when I want to pay in-game.

Correct fix: Refer to first fix of crash fixes about making Steam Overlay work. It's turned on same way as it's turned off.

Other fixes: You may as well make non-Steam account, untick "Use Steam Account" while logging on and buy energy/packs via non-Steam methods, then send it to your own account via in-game mail. Mind that some things might be bound (but energy is never) and you won't be eligible to obtain drop of Spiral Knights Steam Trading Cards.

Problem: I cannot buy energy/packs via Steam.

Resolve: Use non-Steam account, in same way as provided in previous problem ("Other fix"). Non-Steam billing handled on spiralknights.com has more options, including SMS (although it's overpriced due to SMS gateway fees).

Question: Can I still obtain rewards in Spiral Knights for buying specific SEGA games?

Answer: No. Since Grey Havens aren't part of SEGA like Three Rings used to, SEGA won't provide rewards for purchases of their games in Spiral Knights. These items still can be bought from other players or on sales.

Problem: I bought an item via Steam Market (such as Wolf items). It doesn't appear in my in-game inventory.

Why it happens: Items for Spiral Knights aren't actually items for Spiral Knights, but Steam. You bought this item to "Steam" Tab of Steam inventory.

Fix: Go to your Steam inventory, then into "Steam" tab. Click on item you bought and on right menu, click "unpack". Steam will add this item as DLC into game, meaning you'll gain item in game, but you can unpack it only once per Steam account. If you need to unpack more than one item of such type, make another Steam account, trade it into it, then make Spiral Knights account, unpack the item and send it to your character via mail. You might as well just ask trusted friend to do it, if they haven't unpacked it before.

Account issues

Problem: I'm banned. What do I do?

Resolve: If you're banned for breaking ToS, you probably won't be unbanned. If you're banned because of payment issues (such as chargeback) or wrongfully, you should contact support and explain situation. You should be unbanned afterwards.

Question: Can I unbind account from Steam?

Answer: No.

Question: Can I bind account to Steam if I use non-http://spiralknights.com account?

Answer: No.

Question: Can I use Steam account on Spiral Knights wiki?

Answer: No. You have to create non-Steam alternative account in order to edit wiki.

Question: How can I remove Sprial Knights inventory tab from my Steam inventory?

Answer: You have to delete all your in-game characters from Spiral Knights account that's bound to your Steam account (you should be logged in on it automatically, if not: refer to solution described under "Connection problems"). Keep in mind, that all items on your knights will stop existing and if you're prepared to remove them, I'd suggest to log-in into game, go into Haven (city in which every player appears after logging in), right-click on any player and Mail them your items as attachment, then delete your characters. If you won't find these items useful, someone other might do. Even tiny bits.

Other

Problem: Official support page doesn't work and shows only blank page.

Fix: Install extension that will allow you to edit cookies in your browser, such as this one[chrome.google.com] for Chrome. Use it to find cookies for spiralknights.com which has value of your's IP country code. Edit it to either en_EN or en and save it, then refresh page.

Question: Each time I validate game via Steam it says some files are missing.

Answer: This is normal. Steam always has older version of Spiral Knights, which you have to update after installing it, so it validates for older version and files that aren't relevant. Validating the game is useless in most of cases and you might as well reinstall whole game, since that's what Steam will do anyway. You won't lose in-game progress and saved options by doing so.

ENDING NOTE

Share this FAQ to whoever might appreciate it.

[Mtax]

Update

I decided to post this guide in Steam Guides in order to make it more visible. This topic is left only in case if administrators will decide to pin it. Then I will start updating the forum version again.

If you want to share the guide with someone, link them Steam Guides version instead of forum's one:

http://steamcommunity.com/sharedfiles/filedetails/?id=723147180

[Batabii • Rhythm Heaven Groove]

This either needs to be stickied or in the Guides...

[Hennils]

Good

[Whos]

nope that did not help me sadly enought
is there a way to make the game start up in the windowed option as the fullscreen option does not work for me what so ever...

[Mtax]

Originally posted by Brutal Bear:

nope that did not help me sadly enought
is there a way to make the game start up in the windowed option as the fullscreen option does not work for me what so ever...

Try changing screen_mode key with your desktop resolution (or resolution that your monitor supports). First number is width, second - height.

[Whos]

Originally posted by Mtax:

Try changing screen_mode key with your desktop resolution (or resolution that your monitor supports). First number is width, second - height.

nope unfortunatly that did not work

[Hennils]

bump

[Shamanalah]

Bump

[Hennils]

bump