Difference between revisions of "Technical issues FAQ"
From SpiralKnights
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| Line 4: | Line 4: | ||
;What best describes the problem you are having? | ;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 8 Help|I upgraded to Windows 8 and now my game won't start.]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Restart The Patcher|The update is taking forever.]] |
==Spiral Knights Minimum Requirements== | ==Spiral Knights Minimum Requirements== | ||
| Line 52: | Line 52: | ||
<br> | <br> | ||
;Does your computer meet the minimum requirements for Spiral Knights? | ;Does your computer meet the minimum requirements for Spiral Knights? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Updating Java|My computer system meets or exceeds the minimum requirements.]] |
==Updating Java== | ==Updating Java== | ||
| Line 65: | Line 65: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Updating Graphics Drivers|Nope, the game is still slow.]] |
==Updating Graphics Drivers== | ==Updating Graphics Drivers== | ||
| Line 91: | Line 91: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#NVidia Optimus Switchable Graphics|Nope, The game still runs slowly.]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Other Overlay Programs|Nope, the game still doesn't start.]] |
==NVidia Optimus Switchable Graphics== | ==NVidia Optimus Switchable Graphics== | ||
| Line 110: | Line 110: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]] |
==Re-Installing Spiral Knights== | ==Re-Installing Spiral Knights== | ||
| Line 151: | Line 151: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Updating Graphics Drivers|No, I'm still having problems.]] |
==Other Overlay Programs== | ==Other Overlay Programs== | ||
| Line 159: | Line 159: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]] |
==Rebooting Modem or Router== | ==Rebooting Modem or Router== | ||
| Line 167: | Line 167: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Firewall Exceptions|No, I'm still having problems connecting to the game.]] |
==Firewall Exceptions== | ==Firewall Exceptions== | ||
| Line 182: | Line 182: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]] |
==Connection Check== | ==Connection Check== | ||
| Line 194: | Line 194: | ||
<br> | <br> | ||
;Did that solve the problem? | ;Did that solve the problem? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yeah, The game runs great now!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Contact Support|No, I'm still having problems.]] |
==Gamepad not Initialized== | ==Gamepad not Initialized== | ||
| Line 204: | Line 204: | ||
<br> | <br> | ||
;Is your gamepad working now? | ;Is your gamepad working now? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yes, the gamepad works]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Contact_Support|Nope, something is still wrong.]] |
==Restart Steam== | ==Restart Steam== | ||
| Line 212: | Line 212: | ||
<br> | <br> | ||
;Are you able to log on normally? | ;Are you able to log on normally? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yes, everything works again!]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Steam Downtime|Nope, something is still wrong.]] |
==Steam Downtime== | ==Steam Downtime== | ||
| Line 221: | Line 221: | ||
<br> | <br> | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Contact Support|There isn't any downtime announced or any clear problem on the Steam Stats page.]] |
==Windows 8 Help== | ==Windows 8 Help== | ||
| Line 238: | Line 238: | ||
<br> | <br> | ||
;Is the update working properly now? | ;Is the update working properly now? | ||
| − | * [[ | + | * [[Technical_issues_FAQ#Success Placeholder|Yup, everything is downloading properly.]] |
| − | * [[ | + | * [[Technical_issues_FAQ#Contact Support|No, the game still refuses to update properly.]] |
==Contact Support== | ==Contact Support== | ||
Revision as of 15:53, 12 February 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?
- My game is running slowly or is stuttering.
- My game doesn't start, shows a black screen on start or crashes.
- I can't get to the Ready Room or I get disconnected when changing areas.
- Everything is laggy, actions are delayed or my knight slides around the screen.
- My game pad doesn't work.
- The Steam logon is missing or isn't working.
- I upgraded to Windows 8 and now my game won't start.
- The update is taking forever.
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.
- Java 6
- Primary display resolution of 1024x600
- 1.3 GHz Processor
- 64MB Video Memory. GeForce 5 series, ATI Radeon 8500. Latest video driver.
- 512MB memory for Windows XP or 1GB memory for Windows Vista/7
- 800MB Hard drive space
- Java 5
- 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
- OS X 10.4
- Java 6 (only)
- 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
- Java 6
- 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
- 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.
- 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.
- 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:
- 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.
- Open Terminal
- Type "lspci | grep -i vga" and press Enter
- The result line should contain the name of the graphics adapter
Common graphics vendors have support pages where their updates can be found.
- Did that solve the problem?
- Yeah, The game runs great now!
- Nope, The game still runs slowly.
- Nope, the game still doesn't start.
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.
- Open the NVIDIA Control Panel (usually found in the Start Menu)
- 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.
- 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.
- Open the Start Menu and select "Run"
- In the new window type %appdata%/../LocalLow and press Enter
- In the file viewer 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.
- 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
- From the desktop press the ⌘ + Shift + G hotkey
- In the new Finder window type "~/Library/Application Support/" and press enter
- 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.
- 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
- 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.
- 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.
- Web or Desktop install: C:\Program Files (x86)\Java\jre7\bin
- Steam Install: C:\Program Files (x86)\Steam\steamapps\common\Spiral Knights\java_vm\bin
- 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 ssould 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 8 Help
Most recent systems will transition to Windows 8 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 2000 series will not work.
- ATI/AMD parts from Radeon HD 2000 series to Radeon HD 4000 sometimes work with the special legacy driver.
- NVIDIA GeForce 5 series (different from the 500 series!) will not work.
If your current device is listed above and you enjoy playing Spiral Knights then upgrading to Windows 8 is not for you. There is nothing we can do at Spiral HQ to make these devices work better on Windows 8.
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!
