BLACKHOLE Troubleshooting FAQ

An easy way to fix most of the crashes, low frame rate, gameplay issues and broken save games; report the bugs & graphics problems, and more. All known issues are listed here.

INTRODUCTION

This simple little guide focuses on basic & extended problems that can affect all users, regardless of their operating system.

If you're suffering from the crashes or weird graphics problems, try to look through this guide to find a solution. If the solution hasn't been listed yet, proceed to the "How to report a bug" section to learn how you can help us to resolve your problem. You can also simply post details in the comments and we'll try to find a solution.

You can use Ctrl+F to search within this guide (Mac users: Cmd+F). Try to browse the page manually if the search doesn't find any results.

You can refer people to this guide by copying and sending them this URL.

Why the game is locked to 50 FPS?

During development of the game BLACKHOLE we have decided to go for 60 FPS support, unfortunately - some animations & scenes were so hard to be counted in a fast way. There are few spots in the game which are so heavy on performance,... so for the optimalisation purposes we moved to 50 FPS. And these saved 10 FPS - well, these 10 FPS helps a lot.

We know, that industry standard dictates usage of 60 FPS for most powerful systems. And we also know, that there are some players which actually could make it to 60 FPS without any problem. But in a way how our very complex movement script is written - we are unable to deliver stable gameplay experience for players with lower tech (ie. Laptops with integrated graphics card).

We have to set the game in the locked FPS to ensure that everybody will have same movement - so the replays, dangers, speed-runs could be functional properly.

We are really sorry, but 50 FPS is for now the best possible gameplay experience we can deliver with this version of engine.

Thank you very much for understanding.

Quick Fix Tip: FPS boost

Before you start the game, please look carefully at our hardware requirements.

If you don't meet the minimum hardware requirements, it will be hard to set up the lower settings because the game is automatically starting up with the higher quality settings.

You can speed up the FPS in several ways. If you experience the lower FPS, set up the following in the "SETTINGS / GRAPHICS" tab in CUSTOM mode:

• Set "Shadows" to "Disabled"
  
• Change "Background Quality" to "Low"
  
• Set "Paralax" to "Disabled"
  
• Set "Particle Quality" to "Low"
  
• Set "Extra Effects" to "Low"
  
• Set "Shaders" to "Disabled"

You don't have to change all of these options, feel free to combine them in different ways. However, turning most of them off should rapidly increase your frame rate - but the game will use lower quality textures and effects, so it won't look as good.

[TEMPORARY SOLUTION] Laptop users: I see messed textures after loading

If you see something like this:

The quick temporary solution is available for you:

• Go to the Library and right click on BLACKHOLE
  
• Select Properties
  
• Click on "Set launch options"
  
• And insert the "-multivb"
  
• Hit OK
  
• Start the game and see if it helps.

Now it should game start as usual.

Thank you for your patience.

This solution of the problem is based on community feedback. This problem could be resolved over the time.

Windows 10 and laptop graphics causing BSOD

We have received a report of an issue which is unfortunately causing BSOD on newest version of Windows. Internally, we only have one particular laptop with AMD / Intel graphics chipset where we experienced the same problem.

In case you experience this problem, there isn't any solution for it right now. But we are working hard on addressing this issue to AMD, Intel and Microsoft to resolve it as fast as possible.

Unfortunately, we don't know the exact time frame for fixing the problem.

This bug was brought up by community feedback. If something has changed, please, let us know immediately, so we can update this article.

Laptop users: BSOD, Game crashes, horrible lags

We are really sorry, but for now, there is no official support for laptop graphics card. We are trying to do as much as we can - but in terms of laptop graphics card issues, we are really short-handed.

If your laptop/notebook has only a low power graphics card (usually made by Intel), you probably don't meet the minimum system requirements to run the game.

If your laptop has a good graphics card (Nvidia, ATI, etc), the game will most likely work properly - but please, keep in mind that we are loading only low resolution background textures for making the game run smoother and faster on these graphics cards.

Sometimes, you may want to use the high power setting of your graphics card. Here's how to adjust that: How to Force Graphics Options in PC Games with NVIDIA, AMD, or Intel Graphics[www.howtogeek.com].

If you are a Mac user, try this convenient app to adjust your graphics card: https://gfx.io/.

Startup: "Steam not initialized"

If you discover something like this after starting the game:



It basically means that our game is not able to find proper connection between Steam and your computer. Most of the time the solution is quite easy, make sure you're starting the game with "Administration" rights on Windows and with Steam launched on background on other platforms.

Also try to delete/uninstall the game from your computer and install it again into another folder in your system. Most of the time the "Program Files (x86)" folder is what is causing the problem. If you install the game i.e. in "C:\Games\BLACKHOLE", it will resolve the issue most of the time.

This solution is based on the feedback from our players. Usually there shouldn't be any problem with connection to the Steam even in the "offline" mode.

If nothing from above helps, go to the "How to report bug" section.

Start up: "Stuck on loading screen"

There is a situation when a file is missing from the game. This should not happen often, but there is a possibility of some translation files missing.

If you experience loading screen getting stuck, try this:

• Using ALT+TAB (WIN, Linux), CMD+TAB (OS X) try to change focus on another screen.
  
• If you see the "Out of memory" - just confirm the window and then start the game again.
  
• If you don't see anything, try to close the application or force kill it.
  
• Go to the Steam, select Properties from pop-window when BLACKHOLE game is selected.
  
• Click on "Local files"
  
• Click on "Verify integrity..."
  
• Let Steam check if you have downloaded everything properly.
  
• Start the game again.

If nothing from above helps, try to delete all game files and install the game once again. If you still experience the problem with stuck loading, let us know using "How to report bug" section.

Game stuck: "Out of memory" (Windows only)

If you experience the "Out of memory" problem (usually during loading), try to lower the background quality, disable paralaxes and set to lower amount of Background layers in Options menu.

Note: This solution is good not only for resolving "out of memory" problem, but also speed-ups the loading time in general.

• Make sure that you're NOT playing on LAPTOP Graphics Cards - they could be functional, but we can't make the game support them properly.

This should be only Windows problem.

Gameplay: Sound is tearing, lagging the game

Our game is quite "storage" intense, because we are using a lot of sounds. We highly recommend you to install the game on the fastest storage you have. For example: installing the game on HDD with 5400 rpm will cause unexpected lagging. If such a storage is defragmented, it will work pretty well, but please, be sure to do it before you install the game.

For the best gameplay experience, we recommend 7200 rpm storage with at least 4GB free space and/or the SSD for the best possible result.

If you're experiencing tearing during gameplay because of the sounds and dialogues being loaded, try to:

• Set the game to "Less dialogue" option to reduce number of dialogues
  
• Set the graphics quality to lower settings
  
• Turn off the game sounds completely via settings

Where are my saves located?

You don't trust the CLOUD or you can't access it and want to save your progress? It's easy!
Be aware: Manipulation with the save files could cause their loss.

On Windows:

• Start the File Explorer
  
• In Settings, check the option: "Show hidden files"
  
• Go to the: "C:\Users\<YOUR PROFILE>\AppData\Local\BLACKHOLE\"
  
• Copy & save your files from the folder
  
• or Copy & paste your previously saved files into the folder
  
• Enjoy the game!

On Linux:

• Start the File explorer
  
• In settings check the option: "Show hidden files"
  
• Go to the: "\home\.config\BLACKHOLE\"
  
• Copy & save your files from the folder
  
• or Copy & paste your previously saved files into the folder
  
• Enjoy the game!

On Mac OS X:
In most recent versions of OS X, Apple has stopped showing the Library when you navigate normally using Finder, instead you will have to use the "Go to Folder..." option in the Finder menu bar.

• Open the Finder
  
• Go to the Menu Bar and open the "Go" menu.
  
• Select "Go to Folder..."
  
• Enter the following path: ~/Users/<YOUR PROFILE>/Library/Application Support
  
• Go to the: "cz.fiolasoft.blackhole" folder
  
• Copy & save your files from the folder
  
• or Copy & paste your previously saved files into the folder
  
• Enjoy the game!

There's an alternative, easier way how to open the Library in Finder. Open the Finder, then browse the menu bar to the "Go" menu. On your keyboard hold the Option key. The Library folder will show up there.

How to set up a game controller on Windows

Do you want to play with a controller? No problem! We have adjusted the basic options for you. All you need to do is to connect your official XBOX 360 Controller to the USB port of your Windows system and you are ready to go.

Well, I have Dual Shock for PlayStation 3 or PlayStation 4 - can I use it?
Yes, you can. All you need to do is to install support software which will help you locate and set up the controller exactly as you want. When you have your Dual Shock connected, go to the in-game Settings and select the Controller Scheme to PlayStation 3 or PlayStation 4. The HUD will adjust to your controller.

I have a normal "joystick" or generic gamepad - will it work too?
That depends on your controller. Most of these generic gamepads are obsolete. Basically all devices on Windows that are using "xinput" driver will work with the game right away. If the Windows detects the controller but the game is ignoring it, you need change the config and use your gamepad somehow with the "xinput" driver.

Use this tool for that: x360ce[github.com]

I've bought Collector's Edition, where can I find the soundtrack and bonuses?

You can find the SOUNDTRACK in the MUSIC folder right in the Steam Client or in the folder within the game, it's named as "OST".

There is also another folder: COLLECTORS CONTENT which contains:

• Digital version of Artbook
  
• Artworks
  
• Digital Signed Characters
  
• Making of video (coming 2015)
  
• Wallpapers
  
• The BLACKHOLE prototype (Only for Windows)
  
• DLC: Testing Laboratory
  
• DLC: Secret of the Entity
  
• Access to the special character for Challenge Vault: Cpt. Jetsen
  
• Wildcard access to online system of the game

More information on http://www.blackhole-game.com

How to set up a game controller on Mac OS X

You can follow this handy video about this topic! :)

Source: Al Valentin

How to set up a game controller on Linux (Ubuntu)

If you find difficulty in running your XBOX 360 controller, this part will help you install it on a computer running Ubuntu and also show you how to configure it. These instructions work for both wired or wireless XBOX 360 controllers.

To be able to use your XBOX 360 wired/wireless controller under Ubuntu 12.04 (Precise Pangolin), you have to start by installing some required packages.

Getting Started

Open the terminal and run this command:

sudo apt-get install --install-recommends jstest* joystick xboxdrv

You also need to ensure that xpad is not getting loaded:

echo "blacklist xpad" | sudo tee -a /etc/modprobe.d/blacklist.conf
sudo rmmod xpad  # unload module if already loaded

Then run the xboxdrv:

xboxdrv --silent

Configuring the pad

Now you can connect your game controller to your PC via USB (wired) or connect your XBOX 360 PC wireless gaming receiver for your wireless controller. Run this command to start the configuration:

jstest-gtk

In the window that shows up, select your controller (Microsoft X-Box 360 pad, Generic X-Box pad, etc.) and click Properties:




Note If your controller is not listed, try to click the "Refresh" button.

A new window will pop-up which will help you calibrate your gaming controller, remap the buttons of your game controller (changing the order of axis and buttons), etc.




After you finish your configuration, save your new settings and close the window. Now you will be able to use your Xbox 360 controller to play games on Ubuntu.

If you're making a dedicated machine or want to ensure that xboxdrv is loaded on startup, you can do this:

First create an upstart job:

sudoedit /etc/init/xboxdrv.conf

and add the following contents in there:

start on filesystem
exec xboxdrv -D
expect fork

This will ensure xboxdrv is started on boot.

Source: Ask Ubuntu[askubuntu.com], Upubuntu[www.upubuntu.com], Jonas Wagner[29a.ch]

How to report a bug?

If you have decided to submit a bug, we would like to thank you for such a great support of our development. It is not easy to fix all the bugs in such a vast game, but that doesn't give us any excuse for letting you suffer. If you came across a bug, you have several ways to report it.

Use main contact form via website

You can use the Blackhole website contact form[www.blackhole-game.com] and contact us anytime. We will add the bug into our system and we will try to resolve it.

Use the comment section below

You can post the bug in the comment section or discussion here on Steam, but it can be tricky for us to keep up with all the bugs since Steam comment section isn't a proper environment for submitting bugs. But if you prefer this way - no problem!

Use our Mantis

You can submit the bug right into the official developer FiolaSoft's system Mantis. We use this software to track all unresolved and resolved issues.

You can enter the bug anonymously or register to the site and be our honorous guest.

Report the bug by clicking here[fiolasoft.cz].

[Tonski]

Tak nakoniec som zistil problem g sync musi byt vypnuti zatial funguje

[Tonski]

Samozrejme že to som skúšal, skúšal som veľa vecí lenže nič. Keď som ale nainštaloval SAFE verziu hry a potom reštartoval PC tak hra išla(mal som monitor nastavený na 60 hz z 144hz). Skúsil som potom update a pustit hru, hra nabehla normálne (počas hry som si nastavil obn. frek. na 144 a hra išla dalej) ale potom keď som ju vypol a zasa zapol tak už nenabehla a skusil som aj reštart PC tiež už nepomohol(ani zmena obn. frek. uz nepomáha) takže realne neviem čo tej videohre vadí. Skusil som aj rezim kompatiblity kedze mam win 11 ale to ani tu hru nespusti takze tak. Drivery mam najnovsie aj Win updaty tak teraz čo mam robit ? dokažeš mi nejako pomoct?

GTX 1080
R5 3600
16 GB Ram DDR4

[Fiola]

Ujisti se, že spouštít hru pod režimu Správce. A máš ji nainstalovanou mimo program files.

[Tonski]

Nejde spustit sekne sa to v loading srceene ako to mozem opravit. vsetko co si hore napisal som urobil aj tak nic nepomohlo

[Xkiller®]

tak to sa neviem dočkať, to aby som si to znova celé pred vidaním prešiel

[Fiola]

Yes. There indeed is. It will be later explained in the standalone release of BLACKHOLE: LAST MISSION game we are about to finish this year.

[Xkiller®]

I'd like to ask if the game's gonna have an official ending explaining who's stuck in the entity with the crew

[ad⁧⁧am]

Ahoj , tato hra mě zaujala už při vydání ale tou dobou jsem si ji nekoupil , no to je ted jedno , je tu jeden velký problém : mám Win 10 - 64bit a když kliknu na tlačítko spustit (ve steam knihovně) , píše to "SPUŠTĚNO" a jsem podle steamu ve hře , po pár sekundách už jsem jen online , takže mi hra nejde spustit ... Chtěl bych se zeptat zda je nějaké řešení ...

[Fiola]

Check your internet connection, if firewall does not block your game. Be sure that you're connected to Steam, and you should be good to go.

[maksivoje]

The bug report link is not working. I have a problem with the game. My status is always offline.