Bug Reporting Guide :: Age of Wonders: Planetfall General Discussions

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This topic has been pinned, so it's probably important

sikbok [developer] 6 Aug, 2019 @ 11:29am

Bug Reporting Guide

Hi,

If you are having trouble with the game, we might need some more information on what exactly is going wrong. That's likely why we send you to this discussion. Below you'll find some guides on which information we need and how you can get it to us.

As a general rule, please tell us exactly what's going wrong and where. The more precise and detailed the description is, the quicker we can find - and hopefully fix - the problem you are having. Please add screenshots, the exact text of error messages, etc. as those are really helpful.

Logs

We might ask you for logs, which would require you to switch into debug mode. To do this:

Start the game.
When in the Paradox Launcher, scroll down to 'Game' and press the 'Launch' button for 'Open the game in debug mode'.

You have just started the game in debug mode.

Now, to get the logs.

Play the game until you run into the issue you are reporting on.
Close the game.
Open windows explorer and go to
C:\Users\<your_user_name>\Documents\Paradox Interactive\Age of Wonders Planetfall\Logs
Find the latest log file using 'Date Modified'. The files should looks something like 'Game0806_1958.txt'.
Email the log to logs@triumphstudios.com with a link to the issue you posted.

Please always send logs to us by email. These logs might contain information - e.g. IP, specs, OS user name - that you'd rather keep private.

Support Tickets

You can report bugs via our 'bug reports' forum, if you have a paradox account. Here you can fill out a form, add screenshot, save games, etc. and we'll have a look at it. To do this:

Go to the Age of Wonders: Planetfall - Bug Reports[forum.paradoxplaza.com] forum.
Sign-in on the top right of the screen, if you are not already. You can also create an account there if you don't have one yet.
To make a ticket, click the 'report bug' button in the top right or bottom right.
Fill out the fields in the form as best you can and attach screen shots, a DXDiag report, save games, etc.
Submit your report.

Update

Didn't intend to have this be the big bug collection topic. Following up on reports in the topic is no longer feasible. So I'm closing the topic, sorry.

Instead, please have a look if there are already discussions with a similar topic. If not, start a new discussion so we can help you there.
Or book us a support ticked via our Age of Wonders: Planetfall - Bug Reports[forum.paradoxplaza.com] forum as noted above.

Last edited by sikbok; 22 Aug, 2019 @ 8:25am

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Showing 1-15 of 402 comments

Broot

6 Aug, 2019 @ 11:39am

Hi sikbok! Not sure if this is the correct thread for this, but everytime I try to launch the game, I'm getting an error reading ' Bootstrapper error ' "couldnt start launcher"
I've tried reinstalling, moving the installation folder, and disabling antivirus, all to no avail.
Please help I was so excited to play this on my only day off :(

Last edited by Broot; 6 Aug, 2019 @ 11:40am

Shame

6 Aug, 2019 @ 11:45am

I cannot host a game for my friend. I tried to make a game with 8 players max. So we would want us two and 6 AI. But the AI instantly takes all the slots so my friend cannot join stating there isn't enough player slots available. But I cannot remove the AI from a slot so it is basically impossible to do a multiplayer game because they cannot join until I get to the part where the AI fill all the slots. Whereas on Age of Wonders 3 there was a solution to the same problem which was players could join before that screen. EDIT: This problem only seems to exist when I put a password on the game. I don't want randoms in my lobby.

Last edited by Shame; 6 Aug, 2019 @ 11:59am

bethor76

6 Aug, 2019 @ 11:52am

Impossible to start a game... send 5 reports through the paradox launcher...

wildghost

6 Aug, 2019 @ 12:04pm

I just can't srtat the game, in begins loading and then freeze. Windows 10, Nvidia 2070, I7 9700k.

Blumentopf09 has Age of Wonders: Planetfall

6 Aug, 2019 @ 12:05pm

Unfortunately I have to report the same that I can not start the game because it propleme with because paradox launcher ..... I hope you can help me thank you

misplacedspartan has Age of Wonders: Planetfall

6 Aug, 2019 @ 12:10pm

I am having the same issue, locks up after I launch the game. Not exactly a strong start to a new title. I am trying to decide if I should just get a refund.

ZIFSHD

6 Aug, 2019 @ 12:15pm

blocking when I wanted to press play with a message for the report, 3h that I download uninstalls verify the file but nothing changes always a blocking (France)

Aglardae 6 Aug, 2019 @ 12:20pm

Hello.

I cannot access the multiplayer mode. It says "Lost connection to lobby server" and "Could not log in: activation is required to access online features".

I just reset the password on my account before playing and logged in correctly.
Any clue what is happening? Thanks for your help.

kame2

6 Aug, 2019 @ 12:20pm

The game was crushed and I sent crush dump file to your support from the launcher. I wrote the details about log file on the another thread. Please check it.

https://gtm.steamproxy.vip/app/718850/discussions/0/1643170269586422762/?ctp=2#c1643170269586803397

Last edited by kame2; 6 Aug, 2019 @ 12:24pm

Doom

6 Aug, 2019 @ 12:21pm

Originally posted by ZIFSHD:
blocking when I wanted to press play with a message for the report, 3h that I download uninstalls verify the file but nothing changes always a blocking (France)

Pareil message d'erreur 1619 je crois en me disant qu'il trouve pas les fichiers du launcher resultat j'arrive meme pas a dl le launcher et je vois en plus qu'il y en as qui ont le launcher et qui ont aussi des problème persso si sa commence comme sa je m'enmerde pas sa fait des mois qu'il est précos le jeu j'ai une petite co je vais pas m'amuser a dl 50 fois je demande un rembourssement si c'est pas regler dans la soirée

#10

ZIFSHD

6 Aug, 2019 @ 12:28pm

Oui insupportable, je l'attendais tellement et la, y résolve pleins de problèmes mais, ça ne marche toujours pas 4h que j essai, j'ai une connexion pourri aussi, pareil si ce soir ça marche pas je demanderai le remboursement, même pas capable de faire un jeu qui fonctionne presque ont doit faire des techniques pour le faire fonctionner alors qu'on paye ... vraiment déçu

#11

jnpoint

6 Aug, 2019 @ 12:28pm

Game frooze as I tried to move a unit in combat. Music was still playing, but the game just frooze. No error message. I checked the CPU temperature, but it was normal.
I'll try later if the problem will come up again.

#12

Freeman

6 Aug, 2019 @ 12:29pm

I want to play games，but “couldn′t star launcher”

#13

Pyromanic

6 Aug, 2019 @ 12:30pm

I can't start the game. GTX970, I5-4670K with 16GB of RAM.
Didn't create a Paradox account (so not logged in), click launch and it is stuck on the splash screen with loading bar.
Massive shame, was really looking forward to this :( Hope you guys fix it soon.
Thanks.

#14