How to report a problem

By on August 23, 2010 12:48:18 AM from Elemental Forums Elemental Forums

CariElf

Stardock
Join Date 08/2001
+54

If you're having problems running Elemental, please provide your debug.err file. It will always be located in My Documents\My Games\Elemental and is recreated each time you run the game, so make sure to grab it immediately after experiencing an issue. You can upload it to pastebin or a similar text hosting service and post the link they provide in your help request thread here on the forums (please don't post the debug.err's contents straight into a thread, as they can be very long).

If you have a crash, please check your program data folder for a zip file which will be named something like Elemental1_0-2010-08-26T11-11-06-474 and post it using dropbox or a similar service.

On Windows XP: C:\Documents and Settings\All Users\Application Data\Stardock\Elemental - War of Magic 

On Vista/Win7: C:\ProgramData\Stardock\Elemental - War of Magic

If you have a save game that reproduces the problem, please upload that as well. Saves can be found in My Documents\My Games\Elemental\Saves.

 

Please try to give as much detail about the problem when reporting it as possible.  For example, did it just happen immediately following a tactical battle? Was the battle over a city? If you include a save game with your report, how many turns (approximately) will it take to reproduce the error? If we have to ask you for more info, it will take us more time to help you.

Do not reply to other people's posts if you are having a different problem.  This will make it more difficult to notice your problem and it will probably take longer for you to get helped.

Some tips:

1) If you are missing fonts, try rebooting.  If rebooting doesn't work, you may need to copy the fonts from the Fonts folder into your windows\fonts directory.

2) If you notice tags in the text that haven't been replaced, or String not found, make sure that you backup your debug.err because the debug.err gets overwritten every time you start Elemental.

3) Exclude Elemental from your anti-virus and security programs, and add an exception for it in your firewall to get ready for multiplayer.

4) If you get an error logging in via the Impulse overlay (for multiplayer, achievements, etc) about not having access, you may have used a different e-mail to order Elemental than what you logged in with.  You can contact sales@stardock.com to have your accounts merged.

5) Make sure that you have updated video drivers.  NVidia is now releasing beta drivers for their laptop cards which may help you.  

6) If you change your desktop resolution (like if you buy a new monitor) and the game will no longer start, you can change your settings manually in the prefs.ini located in My Documents\My games\Elemental.  Set DisplayWidth and DisplayHeight, and you can set Fullscreen=0 to run in a window.  Running in a fullscreen window will still appear fullscreen.  

7) If you can't get the game to run at all or further help is needed, you can get a support ticket from http://esupport.stardock.com/ .If you keep replying to the ticket, it will get moved to the bottom of the queue, so please be patient.  

8) You can also try asking in #elemental on irc.stardock.com.  If you're not familiar with IRC, click on the community tab in Impulse, then click on chat at the bottom of the screen.  We'll be adding #elemental to the dropdown menu, but in the meantime you can type /join #elemental to join the elemental channel.  Please be patient if you ask a question in IRC as we may be helping other customers or in the case of the developers, actually coding.   

 

 

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August 23, 2010 6:48:29 PM from Elemental Forums Elemental Forums

Probably include your hardware and OS specs.

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September 17, 2010 9:29:12 AM from Elemental Forums Elemental Forums

The debug.err file contains all your system and OS specs.

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September 20, 2010 12:54:28 AM from Elemental Forums Elemental Forums

Getting OOM message and crashing here is what u asked:

http://pastebin.ca/1944750

Saved game  - the next turn it crashes on my system.

  Pastebin only allow uploaded files of 1.5M or smaller my saved game is 1.6M so unless there is another program out there not sure how to send it to you. but it crashes the very next turn.  I love the game but if this can't be resolved i'm gonna be very disappointed

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September 24, 2010 8:36:39 PM from Elemental Forums Elemental Forums

Pastebin only allow uploaded files of 1.5M or smaller my saved game is 1.6M so unless there is another program out there not sure how to send it to you.

During the beta the developers encouraged the use of Dropbox, you might want to check it out.

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November 15, 2010 8:02:43 PM from Elemental Forums Elemental Forums

Help... I can't find my serial number. What should I do?

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November 15, 2010 8:16:43 PM from Elemental Forums Elemental Forums

Quoting kalzer5,
Help... I can't find my serial number. What should I do?

Open up Impulse, go to your games tab, right click on Elemental and click 'View Registration'. That is your serial number.

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November 21, 2010 10:01:08 PM from Elemental Forums Elemental Forums

Could you please be more specific about how we should provide save files and crash zip files?

I am happy to provide you the infomration you need, but drop.io, which folks seem to have used, is closed.

And I can not tell what dropbox is, but it seems to want to install something on my computer.

 

Thank you,

Joel M. Halpern

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November 22, 2010 4:49:16 PM from Elemental Forums Elemental Forums

Can anyone help me with where I go with their SPELL CONTEST issue. I get a code 3 error, and I am trying to submit my entry for my son. Thank you

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November 27, 2010 12:02:36 PM from Elemental Forums Elemental Forums

Not sure if this was always like this or if it started happening with the Beta update; but I have two towns whose route between them would go a small channel of land (only one square across)) and I cannot send a caravan from one to the other because (of course) there is a quest hut just in that square.  Even if I manually try to guide the caravan, it stops in front of the hut and cannot cross it.

I found the only way to get through is to have the quest done to remove the hut icon.

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February 1, 2011 10:26:14 AM from Elemental Forums Elemental Forums

I've been experiencing crashes and OOM reports for version 1.11 and am trying to send you the debug file and my most recently saved game.  How do I share my dropbox folder with Stardock so that you can access the files?

And I can't find the Windows 7 folder  C:\ProgramData\Stardock\Elemental - War of Magic.  I see a "program files" folder and a "program files (x86)" folder but nowhere do I see a "programdata" folder on the c drive or in my documents. 

Really, does this all have to be so complicated?

Thanks,

George

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February 5, 2011 1:11:27 AM from Elemental Forums Elemental Forums

Just bought this, this afternoon. Installed, and ran it, came up fine to the start screen and suggested I update. No problem. Updated, registered etc, went around in circles for a bit trying to find out where to get my optional content, as I had bought the game at Wal`Mart and supposedly that gave me access to "exclusive" content. What a riot, haha, right? Found out the "exclusive" content was made available to everyone who bought the game 90 days after release. From the posts I read, it wasn't even available until at least a couple of weeks after release.

So, the problem I'm having is not the false advertising of exclusive content (which wasn't remotely exclusive). But rather that since the update, I can't get the game to go back to the start screen so I can even attempt to play. It merely sits at the loading screen interminably.  I see nothing helpful so far in the supposed support forums. Actually see no mention of the problem I'm having though, admittedly I haven't searched through the whole thing. But IF this thread is any indication of developer participation in fixing customer problems, then I'll probably have better luck returning to Wal`Mart and attempting to get my money back from them.

If I were reporting a bug, I would need a random third party program to do so? You make your customers jump through hoops to get your supposed help, then reveal that said hoops are outside your control. Wow, what a class act you guy have turned out to be.

 

 

If someone can and does provide help in resolving this issue with not even being able to fully load this game I just paid for, I'll at least apologize for some of my rant here, if not all of it. So far, this is beyond disappointing.

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February 5, 2011 9:21:21 AM from Elemental Forums Elemental Forums

I've been experiencing crashes and OOM reports for version 1.11 and am trying to send you the debug file and my most recently saved game. How do I share my dropbox folder with Stardock so that you can access the files?

And I can't find the Windows 7 folder C:\ProgramData\Stardock\Elemental - War of Magic. I see a "program files" folder and a "program files (x86)" folder but nowhere do I see a "programdata" folder on the c drive or in my documents.

Support@stardock.com can walk you through it if you're having trouble.

 

It merely sits at the loading screen interminably. I see nothing helpful so far in the supposed support forums.

Please post your debug.err file from My Documents\My Games\Elemental, or you can contact support@stardock.com for direct assistance.

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May 7, 2011 2:21:06 PM from Elemental Forums Elemental Forums

Since 1.2, the game has been very unstable/buggy for me, and I am wondering if the new version upped the system requirements.

The game was as smooth as pie and as easy as silk (lol..chill haters.. I now that is backwards) prior to 1.2.

I'm just sharing, and not really looking for a solution since I know that SD will fix whatever needs to be fixed on their end.  However, should my pc become obsolete due to the new patching for the game, I would like a pc replacement.  The details for the new product can be discussed at a later time if and when that course of troubleshooting would call for it.

-.-

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May 7, 2011 10:42:34 PM from Elemental Forums Elemental Forums

thanks for the info!

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May 16, 2011 8:37:44 PM from Elemental Forums Elemental Forums

how do I attach the debug.err file?   I can not get the game to load at all using new dell xps laptop and windows 7 x64

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May 16, 2011 8:41:17 PM from Elemental Forums Elemental Forums

DebugMessage:  Version 1.2.061 last updated on: 05-16-2011 20:02
DebugMessage:  Entering WinMain
DebugMessage:  ******* Starting Game Shell *******
Debug Message:  COMMAND LINE:
DebugMessage:  *********DXDiag info follows.*********
System Info
Time: 5/16/2011, 20:27:29
DirectX Version: DirectX 11
Machine Name: BOBNRUTH-PC
Operating System: Windows 7 Professional 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.110408-1631)
Languages: English (Regional Setting: English)
System Manufacturer: Dell Inc.        
System Model: Dell System XPS L502X
BIOS: Default System BIOS
Processor: Intel(R) Core(TM) i7-2630QM CPU @ 2.00GHz (8 CPUs), ~2.0GHz
Physical Memory: 8192MB RAM
Page File: 2811MB used, 13398MB available
Windows Dir: C:\Windows


Display Info
Display device 1:
Device Name: \\.\DISPLAY1
Card Name: Intel(R) HD Graphics Family
Manufacturer: Intel Corporation
Chip Type: Intel(R) HD Graphics Family
DAC Type: Internal
Key Device: Enum\PCI\VEN_8086&DEV_0116&SUBSYS_050E1028&REV_09
Display Memory: 4062 MB
Current Display Mode: 1920 x 1080 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Max Resolution:
Driver Name: igdumd64.dll,igd10umd64.dll,igd10umd64.dll,igdumdx32,igd10umd32,igd10umd32
Driver Version: 8.15.0010.2291
Driver Date: 1/28/2011 04:57:16
DirectX Acceleration Enabled: Yes
 


Sound info
Sound device 1:
Description: Speakers (Realtek High Definition Audio)
Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0665&SUBSYS_1028050E&REV_1000
Manufacturer ID: 1
Product ID: 100
Driver Name: RTKVHD64.sys
Provider: Realtek Semiconductor Corp.
Driver Version: 6.00.0001.6267
Driver Date: 12/14/2010 21:17:30
Type: WDM
Other Drivers:
Acceleration Level: 1
Cap Flags: 0
Min/Max Sample Rate: 0, 0
 


DebugMessage:  *********END dxdiag info.*********
DebugMessage:  No files found matching mask C:\Program Files (x86)\Stardock Games\Elemental\Fonts\*.ttf
DebugMessage:  Using 0 samples for multisampling.
DebugMessage:  Game Resolution: 1280 x 1024 (full screen mode)
DebugMessage:  HAL (hardware vertex processing)Intel(R) HD Graphics Family
DebugMessage:  Presentation Interval: Immediate.
DebugMessage:  Refresh Rate: 0hz.
DebugMessage:  Back Buffer Bit Depth: X8R8G8B8.
DebugMessage:  32-bit z-buffer using 24-bits for the depth channel and 8-bits for the stencil channel.
DebugMessage:  ** Checking Direct3D 9 Device Capabilities ************************************
DebugMessage:  A full-color cursor is supported in hardware at high resolution modes.
DebugMessage:  Bump mapping is supported.
Debug Message:  Device is now ready
Debug Message:  GFX-THREAD: DISABLED
DebugMessage:  Shell initialization complete
Debug Message:  Forcing Intel driver to not auto generate mip maps
DebugMessage:  Elemental: War of Magic is activated.

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May 16, 2011 10:15:39 PM from Elemental Forums Elemental Forums

I have the same issue as above my save fiel is 1.93 Mgs so I can't upload it.

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May 21, 2011 3:47:00 PM from Elemental Forums Elemental Forums

Just got the latest patch. Persistent problem with the pop-up info window which comes up when you sprite over a location or character. It comes up but never goes away. Not good.

 

Also got an error while a character was moving on the map with the BSOD and the message that the application was trying to access memory it could not access.

 

The bloody details are here.

http://dl.dropbox.com/u/29961743/debug3.err

 

 

and here:  http://dl.dropbox.com/u/29961743/debug4.err

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July 8, 2011 11:42:14 AM from Elemental Forums Elemental Forums

The further along the alphabet we go, the more crashes I get.

So now I seek assistance.

http://dl.dropbox.com/u/34698175/debuggingElemental.err

 

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July 10, 2011 11:57:29 AM from Elemental Forums Elemental Forums

Another CTD.

http://dl.dropbox.com/u/34698175/debug.err

I had sovereign destroying resources of my enemy, who just 5 turns before had invited me to trade with her.  I also had only two cities growing at the time.

These CTDs are absolutely random for me, and because of that, I'm not sure what the point is in describing the details surrounding the crash/es.

Also, at times, I am unable to load the game -- where it freezes on the intro screen with the dragon, just prior to the intro movie.  This particular problem had not occurred prior to the F update.  The CTDs however have only become more frequent since this update.

 

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July 11, 2011 10:09:42 PM from Elemental Forums Elemental Forums

I am unable to rotate map using right mouse button....or any other button

-.-

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July 27, 2011 11:41:22 PM from Elemental Forums Elemental Forums

v1.3 CTD.

I had just started the game too.  Went maybe 15 turns, and then:  

 

http://dl.dropbox.com/u/34698175/debug%20%281%29.err

 

-.-

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July 28, 2011 12:33:05 AM from Elemental Forums Elemental Forums
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July 29, 2011 11:24:38 AM from Elemental Forums Elemental Forums

And another...

http://dl.dropbox.com/u/34698175/debug.err

How many of these crash reports should we post?  LOL

-.-

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July 30, 2011 12:09:34 AM from Elemental Forums Elemental Forums

@aeligos - reading your posts is giving me deja vu.

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