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Distance > Technical Support > Topic Details
 This topic has been pinned, so it's probably important
torcht  [developer] 12 May, 2016 @ 7:48am
Game Startup Troubleshooting
If you're having trouble when starting up Distance, here are a few things you should try before reporting your issue on our bug reporting page[refract.uservoice.com].

Validate the Integrity of Your Game Cache
Important: After making any of changes below, be sure to verify the integrity of the game cache in Steam:
  • Open Steam
  • Select Library tab
  • Right-Click on Distance
  • Select Properties
  • Select the Local Files tab
  • Click the "Verify Integrity of Game Cache…" button
  • Allow the validation process to complete

Update Your GPU Drivers
Before running Distance you need to be sure that your PC has the current graphics drivers. Here are links for obtaining the most up-to-date drivers for each manufacturer:

Update your Operating System
  • Since many drivers require the lastest version of an operating system to run optimally, be sure to update your Windows, Mac, or Linux installation. For example, on Windows you can use "Windows Update." In our recent tests, Distance runs on the latest versions of Windows 7, Windows 8.1, Windows 10, OS X El Capitan, and Ubuntu 16.04.

Download/Install Microsoft C++ Packages
On Windows, Distance requires components from the following C++ packages to run properly. If upon starting Distance gets stuck on a black screen or won't load the main menu, it's very possible that you don't have the latest x86 versions installed.

Reinstalling/Repairing DirectX 11.0
On Windows, Distance uses DirectX 11.0 by default. Be sure your DirectX install is up to date.

Force Distance to run in DirectX 9.0c
On Windows, Distance will run in DirectX 11 by default. If you've tried everything above, you can attempt to force Distance to run in DirectX 9.
  • Open Steam
  • Select the Library tab
  • Right-Click on Distance
  • Select Properties
  • Select the General tab (usually open by default)
  • Click the "Set Launch Options..." button
  • Enter "-force-d3d9" to use DirectX 9
  • Click OK

Setting Steam to Run as Administrator
  • Navigate to your Steam folder, right-click Steam.exe, click Properties
  • Select the Compatibility tab
  • Under Privilege Level, check "Run this program as an administrator"
  • Click Apply/OK

Setting Distance to Run as Administrator
  • Navigate to the Steam Library folder
  • Navigate to the path: \steamapps\common\Distance\
  • Right-click Distance.exe
  • Select Properties
  • Click Compatibility tab
  • Check "Run this program as an administrator"
  • Click Apply/OK

If after all of that Distance still doesn't run, please report your issue along with your system specs and an output log on our bug reporting page. Also be sure to mention that you tried everything on this page. We'll respond as soon as possible.

https://refract.uservoice.com/forums/217549-bug-reports
Last edited by torcht; 9 Jun, 2017 @ 3:41pm
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Showing 1-1 of 1 comments
Californ1a 17 Dec, 2022 @ 8:58pm 
The above-listed Uservoice site has been closed. To get help now, either make a new Discussion thread with your output log uploaded somewhere and linked to, or join the community Discord server[discord.gg] for a faster response.

Output log location:
  • Windows: "Steam/steamapps/common/Distance/Distance_Data/output_log.txt"
  • Mac: "/Users/[username]/Library/Logs/Unity/Player.log"
  • Linux: "/home/[username]/.config/unity3d/Refract/Distance/Player.log"
Make sure the issue happened the last time you opened the game, since the log clears itself when you reopen it. Upload it anywhere you can (pastebin, google drive, etc.) and link to it in your thread, or upload it directly in the Discord server.

Remove Documents folder from OneDrive
Adding on to this the OneDrive issue, which seems to be common in newer Windows installs, with OneDrive enabled by default:

If you look in the output log, located at:
"[SteamFolder]/steamapps/common/Distance/Distance_Data/output_log.txt"

And see a line similar to:
"IOException: Win32 IO returned 362. Path: C:\Users\USERNAME\OneDrive\Documents\My Games\Distance\Profiles\NAME.xml"

Then your Documents folder is being managed by OneDrive and the game can't read from its save folder. To remove your Documents folder from OneDrive, either:
  1. Change OneDrive "set where your files are saved" settings to "this pc" instead of onedrive: https://support.office.com/en-us/article/files-save-to-onedrive-by-default-in-windows-10-33da0077-770c-4bda-b61e-8c8e8ca70ac7
  2. Manual solution if #1 doesn't work: https://support.microsoft.com/en-us/help/2936105/operation-to-change-a-personal-folder-location-fails-in-windows

Controller incorrectly detected as wheel
This issue will cause a crash on game startup. Look toward the bottom of the output log. If this issue is happening, you will find a line like:
"OUTPUTING STACK TRACE"

The next line after that will include:
"(LogitechSteeringWheel) LogiGetStateENGINES"

If you see the line about the wheel directly below the stack trace line in the output log, then one of your USB devices is being incorrectly detected as a wheel and the game is crashing trying to map controls to the "wheel" device.

To solve this, unplug USB devices to determine which one is being incorrectly detected. If this can't be done (such as on handheld PCs, where the built-in controller may get incorrectly detected), the game's wheel support can be removed:

Right-click Distance in Steam, go to Manage->Browse local files. Open the Distance_Data folder, then the Plugins folder. Delete or rename both the LogitechSteeringWheel.dll file, and the LogitechSteeringWheelEnginesWrapper.dll file.
Last edited by Californ1a; 21 Aug @ 6:28pm
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Distance > Technical Support > Topic Details
Date Posted: 12 May, 2016 @ 7:48am
Posts: 1

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