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What we need to help you

Matthias CAMatthias CA AdministratorUKPosts: 2,596Registered Users
edited November 2013 in Total War Eras Support
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Hi everyone,

This thread will be used to keep track of all different things we will need you to do in order for us to investigate your issues.


For all issues please follow the instructions here.

Ensuring mods are not causing your issue

My game crashed to desktop (CTD)
I found a bug in the game
I am having Graphics issues
How can I verify a game modification conflicting issue?
• to be continued


Please remember when posting your issues to respect the following:

one thread per issue and per player.



Thank you for your understanding and for your help.

Regards,

Matthias
PLEASE READ THIS THREAD BEFORE POSTING YOUR ISSUE ON THE SUPPORT FORUMS.

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Formal disclaimer: any views or opinions expressed here are those of the poster and do not necessarily represent the views or opinions of The Creative Assembly or SEGA.
Post edited by Matthias CA on

Comments

  • Matthias CAMatthias CA Administrator UKPosts: 2,596Registered Users
    edited October 2013


    If you are having a CTD issue please attach a copy of your .mdmp file to your thread. (Please DO NOT RENAME THIS FILE)




    To do so:

    • The file we need is located by default here on your PC:


    - C:\Program Files (x86)\Steam\steamapps\common\Total War Rome II

    - It is a .mdmp file.[/SIZE]

    • You should have one of those each time a crash happens. (Please send the newest one.)

    • You will need to put them as .zip files to upload them on the forums


    (NB. Crash Dump File - usually called "rome2_[Build.Number]_crash_[date][random]")


    Please EDIT your thread title adding the following:

    - (With mdmp file)
    PLEASE READ THIS THREAD BEFORE POSTING YOUR ISSUE ON THE SUPPORT FORUMS.

    Need to contact us?

    Forum Terms & Conditions

    Formal disclaimer: any views or opinions expressed here are those of the poster and do not necessarily represent the views or opinions of The Creative Assembly or SEGA.
  • Matthias CAMatthias CA Administrator UKPosts: 2,596Registered Users
    edited October 2013


    If you are having a bug while playing the game please add a saved game to your thread.



    To do so:

    • The file we need is located by default here on your PC:

    - C:\Users\YOUR_NAME\AppData\Roaming\The Creative Assembly\Rome2\save_games
    - You can also open a windows Explorer window and copy/paste: %AppData%\The Creative Assembly\Rome2\save_games


    PS: Depending on how you installed the game, copy/pasting this might not work. If so, then please only copy/paste the following: %AppData%, and go into the following folders:
    • The Creative Assembly
    • Rome2
    • save_games

    • Please when possible add the saved game that is closest to when you saw this bug.

    • (Just before the bug happens would be best.)

    • If the file is to big to be posted please contact me or Paolo CA


    Please EDIT your thread title adding the following:

    - (With saved game)
    PLEASE READ THIS THREAD BEFORE POSTING YOUR ISSUE ON THE SUPPORT FORUMS.

    Need to contact us?

    Forum Terms & Conditions

    Formal disclaimer: any views or opinions expressed here are those of the poster and do not necessarily represent the views or opinions of The Creative Assembly or SEGA.
  • Matthias CAMatthias CA Administrator UKPosts: 2,596Registered Users
    edited November 2013



    If unsure about your graphics settings please post the following in your thread.



    To get your preferences.script.txt:

    • Go to Start->Search and type run
    • New window will pop up and type in: appdata
    • this will open the appdata folder
    • Go to folder: Roaming
    • Go to folder: The Creative Assembly
    • Go to folder: Rome2
    • Go to folder: scripts
    • open preferences.script.txt
    • post the content

    DISCLAIMER: if you want to test any changes in this file, please make a copy of it before changing anything as The Creative Assembly cannot be held responsible for any issues caused if you modify game files.
    PLEASE READ THIS THREAD BEFORE POSTING YOUR ISSUE ON THE SUPPORT FORUMS.

    Need to contact us?

    Forum Terms & Conditions

    Formal disclaimer: any views or opinions expressed here are those of the poster and do not necessarily represent the views or opinions of The Creative Assembly or SEGA.
  • Matthias CAMatthias CA Administrator UKPosts: 2,596Registered Users
    edited November 2013


    If you have issues and have mods installed please ensure you unsubscribe from all mods.



    The game is considered modded if it has been altered in any ways, may it be by modifying the game files yourself, or downloading a mod or subscribing to a mod on the steam works website.

    If this is the case, could you please follow those steps please?
    • If you have subscribe to mods through steam work, please follow the below troubleshooting advice first.
    • Whether or not you had to follow the below troubleshooting, please uninstall and reinstall completely the game.
    • Verify the game's cache integrity (To do so:
    • Right click on the game =>
    • Click on properties =>
    • Select the local folder tab =>
    • Click on verify the game cache integrity button)


    If you have manually deleted the mod files from your Rome 2 directory (or just performed a fresh install), but haven't unsubscribed from the workshop, these files will automatically be downloaded again.

    This may give you the impression you have a clean, mod-free install when it isn't the case.


    You can find a list of mods you are currently subscribed to by doing the following:
    • Click on your Library in steam
    • Click on Total War: ROME II in your games list
    • Click on the 'BROWSE THE WORKSHOP' button that appears in the game info in the center of the screen
    • Click on 'Subscribed Items' on the right, underneath the 'YOUR ITEMS' header.

    In order to ensure you have cleanly and correctly uninstalled workshop mods, press the 'Unsubscribe' button next to any mods you have installed.

    This should cause steam to remove the mod from your game.

    It is worth verifying the game cache again after doing this, to make sure all files are correct and up-to-date.


    DISCLAIMER: Your existing saved game is dependent on the mods you presently have installed, so you will have to start a new campaign after doing this.

    If you are worried about being unable to find mods again after unsubscribing to them, you can click the 'Favourite' button on the mod in the steam workshop. This will add mods to your favourites list so that you can find them again at a later date.
    PLEASE READ THIS THREAD BEFORE POSTING YOUR ISSUE ON THE SUPPORT FORUMS.

    Need to contact us?

    Forum Terms & Conditions

    Formal disclaimer: any views or opinions expressed here are those of the poster and do not necessarily represent the views or opinions of The Creative Assembly or SEGA.
This discussion has been closed.