HOW TO REPORT A PROBLEM

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HOW TO REPORT A PROBLEM

Postby FocusTechSupport » 25 March 2015, 11:29

WHEN A CRASHES OR A BLACK SCREEN OCCURS, PLEASE DO THE FOLLOWING:

A. Uninstall and reinstall Etherium:

1. Click LIBRARY.
2. Right click 'Etherium' and click 'Delete Local Content...'.
3. Once the game removed, click the button 'INSTALL'.

B. Please check that Etherium is correctly installed:

1. Run Steam and click LIBRARY.
2. Right click 'Etherium' and click Properties.
3. Click the tab 'LOCAL FILES' then click the button 'VERIFY INTEGRITY OF GAME CACHE'.

IT'S STILL NOT WORKING, THEN PLEASE REPORT THE ISSUES BY GIVING US THE FOLLOWING FILES:

A. Please generate a Microsoft DirectX diagnostic report:

1. Press the keys WINDOWS (bottom left) and R.
2. Type DXDIAG and click the button 'OK' from the Run window.
3. Click the button 'Save All Information...'.
4. Save the file 'DxDiag.txt' on the hard disk.

B. Please compress the folder CoreDump (if there is one):

NOTE: when the game crashes, if there's a window with "The game crashed [...]", then there's a CoreDump folder created in your Etherium folder.

1. Click LIBRARY.
2. Right click 'Etherium' and click 'Properties'.
3. Click the tab 'LOCAL FILES' then the button 'BROWSE LOCAL FILES'.
4. Right click the folder with a 'Date_Number' (for example: 2015-03-21_132716).
5. Click on 'Send to' then on 'Compressed (zipped) folder'.

C. Please provide the files 'output_log.txt' and 'Connexion_test.txt':

1. Click LIBRARY.
2. Right click 'Etherium' and click 'Properties'.
3. Click the tab 'LOCAL FILES' then the button 'BROWSE LOCAL FILES'
4. Open the folder 'Etherium_Data'.

Send in attachment these files (DxDiag.txt, Date_Number.zip, output_log.txt and ConnexionTest.txt) along with any screenshots and a short description of your issue to: support@focus-home.com
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