"My game just crashed..." HOW TO REPORT A PROBLEM

[Crossroads]

Mods could you please sticky this for a while.

From the -->> 2.0* Update Tech Support <<-- thread at Matrix CS forum:

Game (or Editor) Crashes

"My game has crashed. What Should I do?"

First off, if you began your game (or campaign) under JTCS 1.04, we strongly suggest you finish under 1.04.

Otherwise, do the following...

Immediately after the crash:

Did the game (or editor) simply exit, or did you see a white (or blue) screen saying explicitly that the game (or editor) has crashed (and possibly suggesting that you contact Microsoft etc.)? Please answer this question in your report to us.

Did the game (or editor) display a pop-up message on crash? If possible, save and post at the forum a (cropped) screenshot of the pop-up, else record the message text and post it at the forum in your crash report.

Check your engine.log. Do the last entries at the end of the file tell you anything? (If it's the game launcher that's crashed, or any of the editors, check frontend.log, edit.log, edmap.log, or edorg.log.)

Please post here, in a single ZIP file, your

error.log, engine.log & frontend.log or (edit.log, edmap.log, or edorg.log instead of engine.log, if it's any of the editors that crashed)

save files (all three, including OLDER & OLDEST) from your game (or campaign)
any other data files related to your current game (or campaign) (look in Windows Explorer, sorting by date)

We will then diagnose your crash with the evidence you provided.

Unless and until we can fix your crash problem, consider reverting to the OLDER, then if need be OLDEST, version of your save files. In Windows Explorer, cut-and-paste your regular save file to a different folder for safekeeping. Then, also in Explorer, rename your save file, removing the " OLDER" (or " OLDEST") from the save file name. Then retry your game (or campaign). There is a chance that the game (or campaign) might take a different random course and avoid the conditions that led to the crash. It's worth a try!

Everyone, if you have any issues, please make a post to this thread, providing the information above:

- error description with as much detail as possible
- log files
- save files (all three if possible)
- zip and attach the zip to your post

[Boisforas]

Boisforas here, I cannot get emailed moves in WF & EF to open: I can get as far as "Do you want to see the battle replay?" & when I say "yes," I get an error message. When I say "no," I get a blank black screen which somtimes shows the fire resolution boxes for that turn. HELP!! Eric

[Jason Petho]

Boisforas here, I cannot get emailed moves in WF & EF to open: I can get as far as "Do you want to see the battle replay?" & when I say "yes," I get an error message. When I say "no," I get a blank black screen which somtimes shows the fire resolution boxes for that turn. HELP!! Eric

Is it a new install?

Are you on the same version?

Did you save the file in the right location?

[Boisforas]

Boisforas here, I cannot get emailed moves in WF & EF to open: I can get as far as "Do you want to see the battle replay?" & when I say "yes," I get an error message. When I say "no," I get a blank black screen which somtimes shows the fire resolution boxes for that turn. HELP!! Eric

Is it a new install?

Are you on the same version?

Did you save the file in the right location?

Jason, thanks for responding. I just (today)purchased a new CS game & down loaded it(& the 2.0 patch) after deleting all previous CS files & I still cant get the same results when I try to down load an email move: no map screen, Error message & black screen with the fire resolutions but nothing else. I think I saved the file in the right location, where Ive always saved CS. Im at wits end! Eric

[Jason Petho]

Jason, thanks for responding. I just (today)purchased a new CS game & down loaded it(& the 2.0 patch) after deleting all previous CS files & I still cant get the same results when I try to down load an email move: no map screen, Error message & black screen with the fire resolutions but nothing else. I think I saved the file in the right location, where Ive always saved CS. Im at wits end! Eric

No problem, Eric!

The latest UPDATE is the 2.01 UPDATE. You can find it here: 2.01 UPDATE

What version was your email game started in? Was it started in 2.01 or something before? If it was started in something before 2.01 it may not work.

Are the scenario files of the scenario you are playing in the install? I've had that happen where I forgot to add the downloaded scenario files back to my new/clean install.

Jason Petho

[Boisforas]

Jason, thanks for responding. I just (today)purchased a new CS game & down loaded it(& the 2.0 patch) after deleting all previous CS files & I still cant get the same results when I try to down load an email move: no map screen, Error message & black screen with the fire resolutions but nothing else. I think I saved the file in the right location, where Ive always saved CS. Im at wits end! Eric

No problem, Eric!

The latest UPDATE is the 2.01 UPDATE. You can find it here: 2.01 UPDATE

What version was your email game started in? Was it started in 2.01 or something before? If it was started in something before 2.01 it may not work.

Are the scenario files of the scenario you are playing in the install? I've had that happen where I forgot to add the downloaded scenario files back to my new/clean install.

Jason Petho

Thank you for your time, Im in 2.01 & have been since it came out. I remembered to reinstall it in my new game. How do I add the downloaded scenarios back to my new install? Eric

[Jason Petho]

Thank you for your time, Im in 2.01 & have been since it came out. I remembered to reinstall it in my new game. How do I add the downloaded scenarios back to my new install? Eric

If you have your old install, you should be able to copy and paste the remaining scn, map, org files from the old install folders into your new install.

If you no longer have your old install folders, then you will have to download the files and unzip them into your new install.

Jason Petho

[Spud]

Problem loading update 2.01.

Re-installed Campaign Series version 1.0 as fresh install.

Downloaded update 2.01 from Matrix.

Unzipped the zip file the update came in.

Pressed update icon.

It registered game and serial number.

Pressed OK.

The install then froze with pop-up telling me "A decompression error has occurred (#2026).

Am then asked to either Abort, Retry or Ignore.

Tried Retry - same issue.

Any ideas?

Or should I download update again from Matrix website and see what happens?

Cheers.

Spud.

[Crossroads]

Spud, I have not seen this before. That does look like something's wrong with the download archive so yes do try to download it again to see what happens?

Here's a FAQ on common install issues just in case: LINK

Hope this helps

[Boisforas]

Thank you for your time, Im in 2.01 & have been since it came out. I remembered to reinstall it in my new game. How do I add the downloaded scenarios back to my new install? Eric

If you have your old install, you should be able to copy and paste the remaining scn, map, org files from the old install folders into your new install.

If you no longer have your old install folders, then you will have to download the files and unzip them into your new install.

Jason Petho

Jason: Im a complete computer illiterate(spelling, too)so I dont have any idea how to accomplish the steps you outlined. Would it be easier to delete all the files on this computer as I keep having problems with my CS game & even with my Yahoo email moves at a computer shop & re installed everything ? I use my computer strickley for CS gaming. Eric