Difference between revisions of "Technical issues FAQ"

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This FAQ covers technical issues related to getting Spiral Knights running on your computer.  For information on optimizing performance of the game on your computer to reduce graphical lag, see the [[performance issues FAQ]].
+
__NOTOC__
  
−
== Does your computer meet the minimum requirements to run Spiral Knights? ==
+
We're sorry you're having trouble playing Spiral Knights. This guide will lead you through common troubleshooting tips based on your problem.
  
−
If you don't know how to check these requirements, see the additional questions/answers below. ''Note: Laptops and Desktop onboard graphics controllers generally perform well below desktop video cards.''
+
;What best describes the problem you are having?
 +
* [[Technical_issues_FAQ#Spiral Knights Minimum Requirements|My game is running slowly or is stuttering.]]
 +
* [[Technical_issues_FAQ#Re-Installing Spiral Knights|My game doesn't start, shows a black screen on start or crashes.]]
 +
* [[Technical_issues_FAQ#Rebooting Modem or Router|I can't get to the Ready Room or I get disconnected when changing areas.]]
 +
* [[Technical_issues_FAQ#Connection_Check|Everything is laggy, actions are delayed or my knight slides around the screen.]]
 +
* [[Technical_issues_FAQ#Gamepad_not_Initialized|My game pad doesn't work.]]
 +
* [[Technical_issues_FAQ#Restart Steam|The Steam logon is missing or isn't working.]]
 +
* [[Technical_issues_FAQ#Windows 10 Help|I upgraded to Windows 10 and now my game won't start.]]
 +
* [[Technical_issues_FAQ#Restart The Patcher|The update is taking forever.]]
  
−
The '''minimum''' requirements are:
+
==Spiral Knights Minimum Requirements==
 +
Below are the minimum specifications for Spiral Knights. Please make sure that your computer meets these specifications. Please be aware that Laptop and Desktop integrated or "on-chip" graphics devices generally perform well below desktop video cards. Spiral Knights will only work with Steam on Windows and OS X; Linux Steam installs are currently not supported.
  
−
=== Windows & Linux ===
+
{{showhide|width=55em|Windows XP, Vista and 7|content=
−
* Windows XP, Vista or 7
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* Java 6 or newer
−
* Java 1.5
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* Primary display resolution of 1024x600
−
* Display 1024x600
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* 1.3 GHz Processor
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* 1.3 GHz processor
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* 64MB Video Memory. GeForce 5 series, ATI Radeon 8500. Latest video driver.
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* Graphics: 64mb Video Memory. GeForce 5 series, ATI Radeon 8500. Latest video driver.
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* 512MB memory for Windows XP or 1GB memory for Windows Vista/7
−
* Memory: 512mb for Windows XP or 1gb for Windows Vista/7
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* 800MB Hard drive space
−
* 600MB Hard drive space
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}}
 +
{{showhide|width=55em|Windows 8|content=
 +
* Java 6 or newer
 +
* Primary display resolution of 1024x600
 +
* 1.3 GHz Processor
 +
* 64MB Video Memory. GeForce 6 series, ATI Radeon HD 5000 series. Latest video driver.
 +
* 1GB system memory
 +
* 800MB Hard drive space
 +
}}
 +
{{showhide|width=55em|Windows 10|content=
 +
* Java 6 or newer
 +
* Primary display resolution of 1024x600
 +
* 1.3 GHz Processor
 +
* 64MB Video Memory. GeForce 400 series, ATI Radeon HD 5000 series. Latest video driver.
 +
* 1GB system memory
 +
* 800MB Hard drive space
 +
}}
 +
{{showhide|width=55em|OS X|content=
 +
* OS X 10.4
 +
* Java 6 or 8
 +
* Primary display resolution of 1024x600
 +
* 1.3 GHz Processor
 +
* 64MB Video Memory. GeForce 5 series, ATI Radeon 8500. Latest video driver.
 +
* 1GB system memory
 +
* 800MB Hard drive space
 +
}}
 +
{{showhide|width=55em|Linux|content=
 +
* Java 6 or newer
 +
* Primary display resolution of 1024x600
 +
* 1.3 GHz Processor
 +
* 64MB Video Memory. GeForce 5 series, ATI Radeon 8500. Latest video driver.
 +
* 512MB memory
 +
* 800MB Hard drive space
 +
}}
  
−
=== Mac ===
+
<br>
−
* OSX 10.4
+
;Does your computer meet the minimum  requirements for Spiral Knights?
−
* Java 1.5
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* [[Technical_issues_FAQ#Updating Java|My computer system meets or exceeds the minimum requirements.]]
−
* Display 1024x600
+
−
* 1.3 GHz processor
+
−
* Graphics: 64MB Video Memory. GeForce 5 series, ATI 8500. Latest video driver.
+
−
* 1GB memory (1000MB)
+
−
* 300MB hard drive space
+
  
−
== How do I figure out the hardware information for my computer? ==
+
==Updating Java==
 +
Sometimes old or out of date versions of Java can cause performance issues. It is generally advised to keep your Java installation as up to date as possible. Java updates for most operating system can be found at [http://www.java.com/ Java.com]. To update Java 6 on Apple computers please go to the [http://support.apple.com/kb/dl1572 Apple Knowledge Base] instead.<br>
  
−
=== Windows ===
+
Steam users will have to perform a few extra steps to update the version of Java Steam uses.
−
Windows users can do the following:
+
# Make sure to install the most recent version of Java from Java.com
 +
# Navigate to the system Java installation (default ''C:\Program Files (x86)\Java\'') and copy the entire ''jre'' folder.
 +
# Navigate to the Steam Spiral Knights installation (default ''C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights) and rename ''java_vm'' to ''java_vm_old''
 +
# Paste the folder from Step 2 and rename it to ''java_vm''.
  
−
# Click on the "Start" menu and then click on "Run."
+
<br>
−
# Type in "dxdiag" and click on "OK."
+
;Did that solve the problem?
−
# In the first tab (System), you will find the "Operating System", "Processor" and the "Memory."
+
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
−
# In the third tab (Display), you will find the "Name" (video card name) and  "Approx. Total Memory" (video card memory).
+
* [[Technical_issues_FAQ#Updating Graphics Drivers|Nope, the game is still slow.]]
  
−
If that screen does not show the processor speed, you can also try this:
+
==Updating Graphics Drivers==
 +
Sometimes older or out of date drivers do not perform as well as expected and might cause other unexpected issues. It's a good idea to have the most up-to-date drivers installed as they can help with your computer's performance even outside of Spiral Knights.
  
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# From the Start menu, right-click Computer (My Computer in WinXP), then select "Properties."
+
If you don't know what graphics device is installed on your computer you can check it by using the following steps:
−
# Your system information should include the processor speed in GHz.
+
  
−
=== Mac ===
+
{{showhide|width=55em|Windows|content=
−
Mac OSX users can do the following:
+
# Click on the ''Start Menu'' and the click on ''Run'', or user the Windows Key + R hotkey
 +
# Type in "dxdiag" and click ''OK''
 +
# Click on the ''Display'' tab, you'll see the ''Name'' and ''Manufacturer'' of your graphics device.
 +
}}
 +
{{showhide|width=55em|Linux|content=
 +
# Open Terminal
 +
# Type "lspci &#124; grep -i vga" and press Enter
 +
# The result line should contain the name of the graphics adapter
 +
}}
  
−
# Click the Apple icon in the top left, and select "About This Mac."
+
Common graphics vendors have support pages where their updates can be found.
−
# In the "About This Mac" window, you will find the "Processor" and the "Memory."
+
* [https://support.amd.com/ ATI/AMD Graphics Drivers]
−
# Then click the "More Info..." button in the "About This Mac" window.
+
* [https://downloadcenter.intel.com Intel Graphics Drivers]
−
# Under the Hardware category, select Graphics/Displays and you will find "VRAM (Total)" which is your video card memory.
+
* [http://www.nvidia.com/Download/index.aspx NVidia Graphics Drivers]
  
−
== What if my computer system barely meets the minimum requirements? ==
+
<br>
−
There are a few [[Options|options]] you can change to make Spiral Knights run as smoothly as possible.
+
;Did that solve the problem?
−
* Change the Display Mode to it's minimum value.
+
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
−
* Disable Fullscreen
+
* [[Technical_issues_FAQ#NVidia Optimus Switchable Graphics|Nope, The game still runs slowly.]]
−
* Set Graphics Quality to Low
+
* [[Technical_issues_FAQ#Other Overlay Programs|Nope, the game still doesn't start.]]
−
* Under the Edit Advanced button:
+
−
** Enable Compatibility Mode
+
−
** Enable Cull Transients
+
−
** Make sure Antialiasing Level is set to 1x
+
  
−
Be aware that older, integrated or laptop video cards might also lack the 3D acceleration to run Spiral Knights, even if they meet the minimum 64MB memory requirement. Minimum laptop/integrated video cards that are likely to work are GeForce Go 6600, ATI Mobility 9700 and Intel GMA X3100. However, a smooth and trouble free game play experience cannot be guaranteed.
+
==NVidia Optimus Switchable Graphics==
 +
Some laptops come equipped with a NVidia Optimus solution that allows the computer to switch between high and low power graphics devices as the situation demands. However, sometimes it fails to correctly detect Spiral Knights and tries to switch modes mid game and causes problems. This can be solved by creating a performance profile.
  
−
== What if my computer system doesn't meet the minimum requirements? ==
+
# Open the NVIDIA Control Panel (usually found in the Start Menu)
−
Sorry, you won't be able to play Spiral Knights. If you want to play, you will need to consider upgrading your computer hardware. If your processor meets the minimum standard, but not the video and memory, these are both fairly cheap upgrades that can be done without upgrading the whole computer.
+
# In the "Select a Task..." menu open ''3D Settings'' and click on ''Manage 3D Settings''
 +
# Click to the ''Program Settings'' tab.
 +
# Click the ''Add'' button.
 +
# Navigate to ''C:\Program Files (x86)\Java\jre7\bin'' and select ''java.exe''
 +
#* The location of of the ''java.exe'' file may be different depending on your Java or game installation.
 +
#* Steam users should look in ''C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights\java_vm\bin'' instead.
 +
# Choose the High-performance NVIDIA Processor in the select preferred graphics processor dropbox.
 +
# You're done! Feel free to close the NVIDIA Control Panel.
  
−
== How do I know if my video card is running the latest video drivers? ==
+
<br>
 +
;Did that solve the problem?
 +
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
 +
* [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]]
  
−
=== Windows ===
+
==Re-Installing Spiral Knights==
−
Windows users can do the following:
+
Many unusual issue can be caused by files that are missing or become corrupt. When this happens it is best to replace the problematic files by re-installing the game. '''You will not lose any in-game progress by reinstalling Spiral Knights.'''
−
# Click on the 'Start' menu and then click on 'Run'.
+
−
# Type in "dxdiag" and hit 'OK'.
+
−
# Clicking on the third tab ('Display'), you will find the 'Name' and 'Approx. Total Memory' of your video card.
+
−
# The 'Name' will tell you which manufacturer's site you need to go to for a driver update. Make sure you pick the driver matching your video card name and Operating System!
+
−
Some of the more common video drivers:
+
−
* [http://www.nvidia.com/Download/index.aspx?lang=en-us NVIDIA Graphic Drivers]
+
−
* [http://support.amd.com/us/gpudownload/Pages/index.aspx ATI Graphic Drivers]
+
−
* [http://downloadcenter.intel.com/ Intel Graphic Drivers].
+
  
−
=== Mac ===
+
{{showhide|width=55em|Windows Web Client|content=
−
For Mac users, updated graphics drivers are included in Mac OS X updates:
+
# Open the Start Menu and select "Run"
−
# Click the Apple.
+
# In the new window type ''%appdata%/../LocalLow'' and press Enter
−
# On the "Apple" menu, click "Software Update."
+
# In the file viewer there should be a folder called "spiral", delete it to uninstall the game.
−
# If there is a Mac OS X update available, you can install it. If there is a graphics driver update, it will be included in the Mac OS X update.
+
# Go to the page you normally launch Spiral Knights from and it will automatically download a new copy when you try to play.
 +
}}
  
−
== How do I know if I am running the latest Java release? ==
+
{{showhide|width=55em|Windows Steam Client|content=
 +
# Right-click Spiral Knights in the Steam Library and choose the ''Delete Local Content'' option to remove the game.
 +
# Navigate to your Steam Spiral Knights folder (default ''C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights'') and delete any remaining files or folders.
 +
# Go to Spiral Knights on the Steam Store or Steam Library and install the game normally
 +
}}
  
−
You can update your Java from the below sites according to your Operating System:
+
{{showhide|width=55em|OSX Web Client|content=
−
* [http://www.java.com/en/ Windows Java Download]
+
# From the desktop press the ⌘ + Shift + G hotkey
−
* [http://developer.apple.com/java/download/ MAC OS X Java Download]
+
# In the new Finder window type "~/Library/Application Support/" and press enter
−
* [http://www.oracle.com/technetwork/java/javase/downloads/index.html Linux Java (JRE) Download]
+
# In the Finder window there should be a folder called "spiral", delete it to uninstall the game.
 +
# Go to the page you normally launch Spiral Knights from and it will automatically download a new copy when you try to play.
 +
}}
  
−
== What do I do if something seems to be wrong with my Java version? ==
+
{{showhide|width=55em|OSX Steam Client|content=
−
The order of installation is often important: uninstall Spiral Knights, install/upgrade your Java and then reinstall Spiral Knights.
+
# Right-click or Command-click Spiral Knights in the Steam Library and choose the ''Delete Local Content'' option to remove the game.
 +
# Go to Spiral Knights on the Steam Store or Steam Library and install the game normally
 +
}}
  
−
== What other issues should I check? ==
+
{{showhide|width=55em|Linux Web Client|content=
 +
# Open a new terminal window
 +
# Type "cd ~/.getdown/" and press enter
 +
# Type "ls" and press enter, there should be a folder called "spiral"
 +
# Type "rm -r spiral" and press enter to delete all the files
 +
# Go to the page you normally launch Spiral Knights from and it will automatically download a new copy when you try to play.
 +
}}
  
−
=== Firewalls ===
+
<br>
 +
;Did that solve the problem?
 +
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
 +
* [[Technical_issues_FAQ#Updating Graphics Drivers|No, I'm still having problems.]]
  
−
* '''Default Windows XP Firewall.''' Add 'java.exe' and 'javaw.exe' to the list of allowed programs/exceptions.
+
==Other Overlay Programs==
−
* '''Hardware Firewall/Router.''' Make sure traffic is allowed on ports 47624 through 47634 inclusive on both TCP and UDP.
+
Sometimes programs that create information overlays can prevent Spiral Knights from launching properly. This can be programs like Ventrillo, FRAPS or MSI Afterburner. Please try disabling these programs before starting Spiral Knights. Sometimes you may even need to try disabling the Steam Overlay too.
−
* '''Other Firewall Programs.''' Make sure the game server addresses are not blocked.  There are too many game servers to list, but some sample addresses are: 184.73.192.155, 184.73.171.119, 50.17.200.213.
+
−
For those not comfortable modifying their router's settings the program [http://www.simpleportforwarding.com/ Simple Port Forwarding] is a free program that can do this for you.
+
  
−
== I'm getting a black screen/a malfunctioning full-screen/bad resolution, what should I do? ==
+
<br>
 +
;Did that solve the problem?
 +
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
 +
* [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]]
  
−
In Windows, you will need to try and set Spiral Knights to its minimum display settings:
+
==Rebooting Modem or Router==
 +
Sometimes an intermittent problem can create a connection error in the router or modem used to connect to the internet. This can usually be resolved by rebooting the device. If the device does not have a power button then unplug it and wait about 20 seconds before plugging it back in again. Once the device has finished it's power on sequence try playing Spiral Knights.
  
−
# Close Spiral Knights (if it's running).
+
<br>
−
# Click on the "Start" menu and then click on "Run."
+
;Did that solve the problem?
−
# Type in "regedit" and hit "OK."
+
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
−
# This will bring up the Registry Editor. '''Warning: Please do not change anything else in the registry since it could cause severe problems.'''
+
* [[Technical_issues_FAQ#Firewall Exceptions|No, I'm still having problems connecting to the game.]]
−
# Browse through the registry tree and expand to "HKEY_CURRENT_USER\Software\JavaSoft\Prefs\projectx"
+
−
# Double-click each of the below registry keys (or right click and add new String Value) and type in the corresponding value:
+
−
## display_mode = 1024, 600, 32, 60
+
−
## fullscreen = false
+
−
## render_quality = /L/O/W
+
−
## vsync_enabled = false
+
−
## compatibility_mode = true
+
−
## antialiasing_level = 0
+
−
# Close the Registry Editor and start Spiral Knights.
+
  
−
== What's the whole list of everything I should try for Windows to make the game work? ==
+
==Firewall Exceptions==  
−
Assuming your PC meets the minimum requirements ([[Technical_issues_FAQ#Does_your_computer_meet_the_minimum_requirements_to_run_Spiral_Knights.3F|see question 1]]), the below refresh/upgrade routine is likely to address most known problems in one shot. Please do the following steps in the exact order listed:
+
Sometimes a firewall or security program installed on the computer may be blocking Spiral Knights from creating and maintaining some connections. Please try playing the game with these programs set to disabled/snooze or add the following exceptions to them.
  
−
# Uninstall Spiral Knights (if it was installed locally).
+
* '''Programs:''' ''java.exe'' and ''javaw.exe''
−
# Install the latest video drivers for your video card ([[Technical_issues_FAQ#How_do_I_know_if_my_video_card_is_running_the_latest_video_drivers.3F|see question 5]]).
+
* '''Ports:''' 47624 through 47634 inclusive on both TCP and UDP.  
−
# Download the latest Java ([[Technical_issues_FAQ#How_do_I_know_if_I_am_running_the_latest_Java_release.3F|see question 6]]).
+
{{showhide|width=55em|Java Locations on Windows|content=
−
# Validate your firewall settings ([[Technical_issues_FAQ#What_other_issues_should_I_check.3F|see question 8]]).
+
* Web or Desktop install: C:\Program Files (x86)\Java\jre7\bin
−
# (Re)install Spiral Knights
+
* Steam Install: C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights\java_vm\bin
−
## [http://download.threerings.net/spiral/client/spiral-install.exe Windows download client]
+
}}
−
## [http://download.threerings.net/spiral/client/spiral-install.dmg Mac download client]
+
−
## [http://download.threerings.net/spiral/client/spiral-install.bin Linux download client]
+
  
−
== My keyboard input isn't being recognized when playing the game on Linux, what should I do? ==
+
<br>
−
The following things have worked for other players with this issue:
+
;Did that solve the problem?
 +
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
 +
* [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]]
  
−
* If you have SCIM installed, try disabling or removing it.
+
==Connection Check==
−
* Edit the 'spiral' file in the download client and change the following line:
+
Lag can be reduced by checking a number of items.
−
: <pre>$JAVA $* -jar $INSTDIR/getdown-pro.jar $INSTDIR</pre>
+
* Please make sure there is no large download or upload happening while playing Spiral Knights. This can include items like torrents, HD video and cloud/online backup services.
−
:to:
+
* If playing on wireless please make sure that the signal is strong and consistent.
−
: <pre>XMODIFIERS=@im=none $JAVA $* -jar $INSTDIR/getdown-pro.jar $INSTDIR</pre>
+
* Sometimes updating the driver for your network or wi-fi card can increase performance.
 +
* Try a ping test on [http://www.pingtest.net/ Pingtest.net] to see how general performance on your connection is. Players connection to the US servers should use the Ashburn, VA test location for the best accuracy. Players using the EU servers should use the Galway, Ireland location.
  
−
== Invalid Digest File or Unexpected End of File From Server ==
+
<br>
−
There are step by step instructions for how to fix this in the [http://forums.spiralknights.com/en/node/23952 Spiral Knights Forums].
+
;Did that solve the problem?
 +
* [[Technical_issues_FAQ#Success|Yeah, The game runs great now!]]
 +
* [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]]
  
−
== Other Issues? ==
+
==Gamepad not Initialized==
−
* This game does not support multi-video card setups. If have graphical errors using this setup this try disabling the additional video card(s).
+
By default Spiral Knights will work with almost any game pad the computer recognizes. However, you must make sure that the game pad is plugged in '''before''' Spiral Knights is launched.
−
* If your web browser is creating problems running the game you can always try the [http://download.threerings.net/spiral/client/spiral-install.exe downloadable] install client found here.
+
−
* Some people using Windows may need to run the game as Administrator. Simply right click on the link in the Start Menu or Desktop and select "Run as Administrator."
+
−
* High CPU or GPU temperature can crash or slow the computer. Monitor the temperature of your CPU and other computer components to help keep them running properly and operating within safe temperature limits. There are several cooling methods in the market to help improve processor performance or reduce the noise of cooling fans.
+
  
 +
In some cases the gamepad default in the Controls tab of the Options might not work, or provide a good mapping for all the buttons. This can be solved by selecting the Custom option and creating your own button map.
  
−
== What if I have a question or issue not covered by this FAQ? ==
+
<br>
−
You can create a new thread under the [http://forums.spiralknights.com/forum/5 Technical Support forum] listing your processor, memory (RAM), operating system, the name of the video card and its amount of video memory, and explain exactly what sort of problems you have.
+
;Is your gamepad working now?
 +
* [[Technical_issues_FAQ#Success|Yes, the gamepad works]]
 +
* [[Technical_issues_FAQ#Contact_Support|Nope, something is still wrong.]]
  
−
While in Spiral Knights, you can send a bug report by pressing the F2 key or by using the /bug chat command and describing the game conditions when the bug occurs. This will also be helpful even if you had to start the game again, we may still get data on the issue that caused you to crash or have to restart the game.
+
==Restart Steam==
 +
Normally when the Steam automatic log on does not work properly it is just a temporary glitch that can be fixed by restarting the Steam client or the computer.
  
−
[[Category:Frequently asked questions]]
+
<br>
 +
;Are you able to log on normally?
 +
* [[Technical_issues_FAQ#Success|Yes, everything works again!]]
 +
* [[Technical_issues_FAQ#Steam Downtime|Nope, something is still wrong.]]
 +
 
 +
==Steam Downtime==
 +
Sometimes Steam downtime or maintenance can prevent players from logging on. Please check to make sure that there is no scheduled downtime announced in the [http://forums.steampowered.com/forums/showthread.php?t=784745 Steam Forums]. Unfortunately if there is announced downtime Steam players may have to wait for it to end before being able to log on.
 +
<br>
 +
If no downtime is announced then the [http://store.steampowered.com/stats Steam Stats page] or a thrid party site like [http://steamstat.us/ Steam Status] should also be checked. A sudden downward spike or lots of red can indicate a problem with Steam's service.
 +
 
 +
<br>
 +
* [[Technical_issues_FAQ#Contact Support|There isn't any downtime announced or any clear problem on the Steam Stats page.]]
 +
 
 +
==Windows 10 Help==
 +
Most recent systems will transition to Windows 10 and play Spiral Knights if you wish. However, there are a few incompatibilities to note. Some manufacturers are taking this release as a convenient time to halt support on older devices. While these devices will likely work for normal tasks due to Windows default drivers, lack of outside updates mean they have little or no OpenGL 3D acceleration functions enabled (critical for Spiral Knights).
 +
 
 +
* Intel integrated graphics from before the HD 2000 will not work.
 +
* ATI parts from before the Radeon HD 5000 series will not work.
 +
* NVIDIA GeForce cards from before the 400 series will not work.
 +
 
 +
If your current device is listed above and you enjoy playing Spiral Knights then upgrading to Windows 10 is not for you. There is nothing we can do at Spiral HQ to make these devices work better on Windows 10.
 +
 
 +
==Restart The Patcher==
 +
Sometimes the server containing the game updates can get a little bogged down. If you're having trouble downloading the game and it feels like the time remaining is going backwards please close the patcher and wait 5 minutes. Then please try again, you should see a normal download occurring.
 +
 
 +
<br>
 +
;Is the update working properly now?
 +
* [[Technical_issues_FAQ#Success|Yup, everything is downloading properly.]]
 +
* [[Technical_issues_FAQ#Contact Support|No, the game still refuses to update properly.]]
 +
 
 +
==Contact Support==
 +
We're sorry that the troubleshooting guide couldn't solve your problem. Please [https://www.spiralknights.com/support/#mail email Support] with a description of your problem and what specific steps you have take to resolve it.
 +
<br>
 +
;Please include the following details to get the fastest response:
 +
* Computer details (Processor, Memory, Graphics Card, Operating System)
 +
* The projectx and launcher log files found in your Spiral Knights folder
 +
* File a [[Reporting_bugs|bug report]] (if possible) from the area of the game you normally see the problem.
 +
* All the steps attempted from this guide.
 +
 
 +
==Success==
 +
Sounds like everything is working properly again. It's time to go exploring in the clockworks!

Latest revision as of 20:14, 25 July 2015


We're sorry you're having trouble playing Spiral Knights. This guide will lead you through common troubleshooting tips based on your problem.

What best describes the problem you are having?

Spiral Knights Minimum Requirements

Below are the minimum specifications for Spiral Knights. Please make sure that your computer meets these specifications. Please be aware that Laptop and Desktop integrated or "on-chip" graphics devices generally perform well below desktop video cards. Spiral Knights will only work with Steam on Windows and OS X; Linux Steam installs are currently not supported.


Does your computer meet the minimum requirements for Spiral Knights?

Updating Java

Sometimes old or out of date versions of Java can cause performance issues. It is generally advised to keep your Java installation as up to date as possible. Java updates for most operating system can be found at Java.com. To update Java 6 on Apple computers please go to the Apple Knowledge Base instead.

Steam users will have to perform a few extra steps to update the version of Java Steam uses.

  1. Make sure to install the most recent version of Java from Java.com
  2. Navigate to the system Java installation (default C:\Program Files (x86)\Java\) and copy the entire jre folder.
  3. Navigate to the Steam Spiral Knights installation (default C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights) and rename java_vm to java_vm_old
  4. Paste the folder from Step 2 and rename it to java_vm.


Did that solve the problem?

Updating Graphics Drivers

Sometimes older or out of date drivers do not perform as well as expected and might cause other unexpected issues. It's a good idea to have the most up-to-date drivers installed as they can help with your computer's performance even outside of Spiral Knights.

If you don't know what graphics device is installed on your computer you can check it by using the following steps:

Common graphics vendors have support pages where their updates can be found.


Did that solve the problem?

NVidia Optimus Switchable Graphics

Some laptops come equipped with a NVidia Optimus solution that allows the computer to switch between high and low power graphics devices as the situation demands. However, sometimes it fails to correctly detect Spiral Knights and tries to switch modes mid game and causes problems. This can be solved by creating a performance profile.

  1. Open the NVIDIA Control Panel (usually found in the Start Menu)
  2. In the "Select a Task..." menu open 3D Settings and click on Manage 3D Settings
  3. Click to the Program Settings tab.
  4. Click the Add button.
  5. Navigate to C:\Program Files (x86)\Java\jre7\bin and select java.exe
    • The location of of the java.exe file may be different depending on your Java or game installation.
    • Steam users should look in C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights\java_vm\bin instead.
  6. Choose the High-performance NVIDIA Processor in the select preferred graphics processor dropbox.
  7. You're done! Feel free to close the NVIDIA Control Panel.


Did that solve the problem?

Re-Installing Spiral Knights

Many unusual issue can be caused by files that are missing or become corrupt. When this happens it is best to replace the problematic files by re-installing the game. You will not lose any in-game progress by reinstalling Spiral Knights.


Did that solve the problem?

Other Overlay Programs

Sometimes programs that create information overlays can prevent Spiral Knights from launching properly. This can be programs like Ventrillo, FRAPS or MSI Afterburner. Please try disabling these programs before starting Spiral Knights. Sometimes you may even need to try disabling the Steam Overlay too.


Did that solve the problem?

Rebooting Modem or Router

Sometimes an intermittent problem can create a connection error in the router or modem used to connect to the internet. This can usually be resolved by rebooting the device. If the device does not have a power button then unplug it and wait about 20 seconds before plugging it back in again. Once the device has finished it's power on sequence try playing Spiral Knights.


Did that solve the problem?

Firewall Exceptions

Sometimes a firewall or security program installed on the computer may be blocking Spiral Knights from creating and maintaining some connections. Please try playing the game with these programs set to disabled/snooze or add the following exceptions to them.

  • Programs: java.exe and javaw.exe
  • Ports: 47624 through 47634 inclusive on both TCP and UDP.


Did that solve the problem?

Connection Check

Lag can be reduced by checking a number of items.

  • Please make sure there is no large download or upload happening while playing Spiral Knights. This can include items like torrents, HD video and cloud/online backup services.
  • If playing on wireless please make sure that the signal is strong and consistent.
  • Sometimes updating the driver for your network or wi-fi card can increase performance.
  • Try a ping test on Pingtest.net to see how general performance on your connection is. Players connection to the US servers should use the Ashburn, VA test location for the best accuracy. Players using the EU servers should use the Galway, Ireland location.


Did that solve the problem?

Gamepad not Initialized

By default Spiral Knights will work with almost any game pad the computer recognizes. However, you must make sure that the game pad is plugged in before Spiral Knights is launched.

In some cases the gamepad default in the Controls tab of the Options might not work, or provide a good mapping for all the buttons. This can be solved by selecting the Custom option and creating your own button map.


Is your gamepad working now?

Restart Steam

Normally when the Steam automatic log on does not work properly it is just a temporary glitch that can be fixed by restarting the Steam client or the computer.


Are you able to log on normally?

Steam Downtime

Sometimes Steam downtime or maintenance can prevent players from logging on. Please check to make sure that there is no scheduled downtime announced in the Steam Forums. Unfortunately if there is announced downtime Steam players may have to wait for it to end before being able to log on.
If no downtime is announced then the Steam Stats page or a thrid party site like Steam Status should also be checked. A sudden downward spike or lots of red can indicate a problem with Steam's service.


Windows 10 Help

Most recent systems will transition to Windows 10 and play Spiral Knights if you wish. However, there are a few incompatibilities to note. Some manufacturers are taking this release as a convenient time to halt support on older devices. While these devices will likely work for normal tasks due to Windows default drivers, lack of outside updates mean they have little or no OpenGL 3D acceleration functions enabled (critical for Spiral Knights).

  • Intel integrated graphics from before the HD 2000 will not work.
  • ATI parts from before the Radeon HD 5000 series will not work.
  • NVIDIA GeForce cards from before the 400 series will not work.

If your current device is listed above and you enjoy playing Spiral Knights then upgrading to Windows 10 is not for you. There is nothing we can do at Spiral HQ to make these devices work better on Windows 10.

Restart The Patcher

Sometimes the server containing the game updates can get a little bogged down. If you're having trouble downloading the game and it feels like the time remaining is going backwards please close the patcher and wait 5 minutes. Then please try again, you should see a normal download occurring.


Is the update working properly now?

Contact Support

We're sorry that the troubleshooting guide couldn't solve your problem. Please email Support with a description of your problem and what specific steps you have take to resolve it.

Please include the following details to get the fastest response
  • Computer details (Processor, Memory, Graphics Card, Operating System)
  • The projectx and launcher log files found in your Spiral Knights folder
  • File a bug report (if possible) from the area of the game you normally see the problem.
  • All the steps attempted from this guide.

Success

Sounds like everything is working properly again. It's time to go exploring in the clockworks!

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