Reporting Issues

Moderators: Pandora Moderators, Slitherine Core, Pandora Moderators, Slitherine Core

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SephiRok
Proxy Studios
Proxy Studios
Posts: 1024
Joined: Thu Jul 19, 2012 10:19 am
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Reporting Issues

Post by SephiRok » Sat Nov 30, 2013 7:02 pm

Graphics Drivers
Please make sure you have the latest graphics drivers installed if you are experiencing issues starting the game (Nvidia, AMD). This is particularly common on laptops with outdated brand drivers.

Background Applications
Any applications running in the background may negatively affect Pandora. Certain applications can lead to more serious issues such as limited connectivity and game crashes. It is highly recommended that you close all background applications before launching Pandora to ensure the best performance and stability. After you are done playing, feel free to re-enable these applications.

Some applications may load when the operating system starts and are not obviously indicated. For example, they may not appear in the task bar but they may be among some of your active processes or services, using your system's resources. These programs may cause crashes and other difficulties when playing Pandora.

Please see Closing Background Applications below for instructions on disabling non-essential background programs and preventing background applications from silently loading when Windows starts.

Security Applications
Antivirus and firewall software play an important role in your computer security. They help protect your computer from viruses, malware and spyware infections. However, when protecting your computer, they can prevent legitimate programs, like Pandora, from installing, updating or running. Adding exceptions for Pandora executables or disabling your security software can help resolve these conflicts.

Note: Some security programs will continue to partially run even when disabled. They may require full uninstallation or reconfiguration to resolve.

If you are not comfortable configuring or uninstalling your security software, please contact your security software's technical support department for assistance. They may also be able to help you configure their product to not interfere with future game installation and patching. Most products have in-software or web forms for reporting false positives.

Application Known to Interfere with Pandora
  • Avast Antivirus
  • ASUS AI Suite II (TurboV EVO -- turbovhelp.exe)
  • Comodo Internet Security
  • Norton Antivirus (Report False Positive)
  • Panda Antivirus
  • Sophos Antivirus
If you find any other applications causing issues with Pandora, please let us know so we can investigate and add it to the list.

Closing Background Applications (Windows)
https://eu.battle.net/support/en/article/23848

Closing Background Applications (Mac)
https://eu.battle.net/support/en/article/23848

Reporting Issues
Game Logs
When reporting an issue, please make sure to include all of the game's logs and, if applicable, a save game. You can either attach them to your post (.zip) or mail them to support@slitherine.co.uk. This will greatly help expedite a fix or further assistance.

Saved games, screen shots, configuration and log files are stored in the following locations:
  • Windows Vista/7: "%APPDATA%\Proxy Studios\Pandora\"
  • Windows XP: "%APPDATA%\Proxy Studios\Pandora\"
  • Mac OS X: "/Users/<user>/Library/Application Support/Proxy Studios/Pandora/"
  • Linux: "/home/<user>/.config/Proxy Studios/Pandora/"
The Steam version stores saved games in a different location to support the Steam Cloud:
  • Steam: "<installation directory>/Cache/cloud/"
Due to multi-platform syncing limitations, the Steam Cloud system requires all files and directories to have lowercase names. Failure to comply may prevent the Steam Cloud from working properly and may clear all files from the cloud. Please be very careful if you modify the contents of this directory manually, especially on case-sensitive filesystems like those normally found on Linux.

System Information (Windows)
Additionally you may be requested to provide a snapshot of your computer’s hardware and software configuration to help us diagnose and troubleshoot technical issues.

To obtain the DxDiag file:
1. Press Windows Key + R.
2. Type DxDiag and press Enter.
3. In the DxDiag window, click Save All Information.
4. Name the file "dxdiag" and click Save.

To obtain the MSInfo file:
1. Press Windows Key + R.
2. Type MSInfo32 and press Enter.
3. In the MSInfo diagnostic window, click File, then Export.
4. When the Export As window appears, choose Desktop.
5. Name the file "MSInfo" and click Save.
Rok Breulj
Designer and Programmer
Proxy Studios

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