Support

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Everything posted by Support

  1. Hi DarKube, are you still having this issue? As you may already be aware, the latest version of Unity (used in the Redux version of The Long Dark) introduces graphical corruption issues when played using NVIDIA video cards. A workaround is posted here: https://hinterlandgames.zendesk.com/hc/en-us/articles/360021013692-Graphical-Issues-on-NVIDIA-on-Linux-Workaround
  2. Hi @Tjd, are you still having trouble launching the game on your Xbox One? If you haven't done so yet, try doing a full power-cycle of your console. This should help flush any lingering errors that could interfere with the game. Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely. Unplug the console's power cable. Wait 10 seconds. ( This step resets the power supply. ) Plug the console power cable back in. Press the Xbox button on your console to turn on the Xbox One.
  3. Redux is currently available on the Microsoft Store! We also recently released a fix for the "Failed to load Game Assembly" error that was occurring for some players. If you're still seeing that error on launch, please check that your game is updated to the latest version.
  4. Thanks everyone for your patience with this issue! We've got a bit of a backlog from the holidays to work through, but we recently released a patch that should allow everyone experiencing this error to play the game. If you're playing the Microsoft Store version of The Long Dark and are still seeing a "Failed to load Game Assembly" message, please check that your game is updated to the latest version!
  5. Thanks everyone for your posts! We've created a fix for this issue which should be out now on Steam. If you don't yet see it on your system, it should be available soon!
  6. Thanks for your posts! We're looking into issues with the Old Bear in this part of Episode. @Serenity, it looks like the Bear can get "lost" if Mackenzie drops down a hole in the floor to the passage below, on his way to the final cavern. If you have done this in your playthrough and are having difficulty with the final scene, try reloading from your last save.
  7. Thanks everyone for your posts about this issue. It sounds like there are 2 issues here: 1) The bear encounter is not finishing after 3 successful spearings 2) The bear is not entering the final area of the cave If you have experienced the first issue, we'd be interested in seeing your Session logs. Information on how to locate them is posted here. If you have experienced the 2nd issue and manage to get a video, please link us to it or email the file to us at support(at)hinterlandgames(dot)com. If you have already done either of these, thank you so much for your help! We have a lot of Support messages coming in right now are a bit behind, but should be able to get to yours soon.
  8. Thanks for your post. This is an issue we are looking into.
  9. Hi @jim-ph . If you're seeing freezing or crashing in the game, please try rebooting your system and running through the troubleshooting steps posted here: http://www.hinterlandforums.com/forums/topic/6980-first-steps-for-crashing-or-graphics-issues/ . These steps can help rule out some common issues that can interfere with the game.
  10. Hi @NardoLoopa . There's isn't an official default resolution-- the game will generally default to whatever resolution matches your desktop when you first start the game. However you can change ingame resolution pretty easily in OPTIONS>DISPLAY, so we suggest trying them until you find one that works best for you.
  11. Thanks for your posts! The brightness of interiors can be impacted by a variety of conditions, such as the hour, whether the area has windows or other sources of exterior light, the current weather etc. Feedback is appreciated -- lighting is something we tend to revisit, and will likely continue to tweak with future updates.
  12. If you don't see the folder, it might be hidden. Can you tell us if you followed the steps to Show all Hidden folders?
  13. Thanks for your post, Mr.Serious! We'll take a look at this area in the game.
  14. Hi Tago, thanks for your post. We don't handle purchases directly so we're not able to assist with refunds or exchanges, but if you're having trouble installing The Long Dark, we do recommend power-cycling your console and trying the troubleshooting steps posted here: https://support.xbox.com/en-CA/games/troubleshooting/game-installation-process-stops If the game still doesn't work and you are unable to resolve the issue with Xbox Support, please contact the store you purchased the game from to look into your options.
  15. Hi Dave0. We're currently in the process up updating how we manage support requests and bug reports, and have moved over to an internal ticketing system. This system doesn't show a public list of reports, but it does allow us to better track and follow up on issues if we need more information. The old Public Bug Database will be removed in the future, but for now If you'd like to view the old system, it's still available here: https://hinterlandgames.atlassian.net/projects/TLDP .
  16. Hi timimt, no need to apologize! Everyone has different levels of technical knowledge and that is fine. So we can better investigate this issue, could you share your Session Log file with us? You should be able to add it as an attachment to your next post. How to Find your Log in Windows: In Windows, open File Explorer At the top of the window, switch to the View tab Go to the Show/Hide section and check the Hidden Items box On the left side, scroll down to This PC and click on the C drive Navigate to the following folder: C:\Users\USERNAME\AppData\LocalLow\Hinterland\TheLongDark (Your Windows username will be the name of the USERNAME folder) Inside TheLongDark folder you will find a file named output_log.txt . This is your session log.
  17. Thanks for sharing those troubleshooting steps, @s7mar7in! @timimt, if you have tried those steps but are still seeing frequent crashing please share your Session Log file with us before starting up the game again. This file should give us an idea of what kind of errors the game is encountering and help us find a solution. Information on how to locate your Session Log is posted here.
  18. Thanks for your post, @snowman. Can you tell us what platform you play on? (Steam, PS4, Xbox One, Window Store, etc) Issues with falling out of the world are usually related to missing or outdated game files. If you haven't done so recently, please reboot your system and check that your game files are verified. On Steam you can do this through your Library. If you play on another system, try reinstalling the game (this won't impact your saved games.) If you continue to have this issue, please let us know!
  19. If you want to play the game over again from scratch without any previously existing saves or profile information, the simplest way is to copy your Save folder to another location on your harddrive and remove the original. A fresh folder will be generated next time you launch the game. If you ever want to go back to those older saves, you can simply swap the folders back. If you're not sure where to find your save folder, more information is included in our Technical FAQ post.
  20. Good point -- topic edited to help avoid confusion!
  21. Thanks for your post, DaveO! Cairn 117 *should* be present in Coastal Highway, but if it's not been located by players it's likely it has been affected by the duplicated cairn issue. This is something we're looking into!
  22. Thanks for your post, Medved. Crashing and graphical errors can be caused by a wide variety of issues. To help us narrow it down, please reboot your computer and try the troubleshooting steps posted here: http://www.hinterlandforums.com/forums/topic/6980-first-steps-for-crashing-or-major-graphic-issues These steps should resolve or rule out a number of common problems that can interfere with the game.
  23. Hi endisnear, thanks for your post! This is likely a separate issue -- we've had some reports of audio cutting out on Macs specifically and are currently looking into it. Does all the game audio cut out, or just the cinematic audio? Are you noticing this in certain scenes, or all of them?
  24. Thanks for your post, ArcherAC3. We agree -- not having the game available in Brazil is pretty frustrating! The Long Dark doesn't currently have an official content rating in Brazil, and because of this it's not available on stores or on consoles that are set to the Brazil region. We have submitted requests for a rating are hoping so have this issue resolved soon, especially now that our Skybound disc release is available.
  25. Hi, marcushasfun. The console versions of the game don't have the same settings available, but thanks for letting us know that brightness controls are something you'd be interested in. We've moved your post over to the Wish List area of the forums for tracking.