How to locate important files needed by us if you have crashes or problems not in the support system. |
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Follow this guidelines to find the files that we need to solve new problems and crashes.
HPL Log: This file contains valuable information about the last time you ran the game. If you restart the game the file will be erased and re-created, it's important to save it to a safe location before continuing playing. Overture: The hpl.log file is located in this directory: /My Documents/Penumbra Overture/Episode1/ Black Plague: The hpl.log file is located in this directory: /My Documents/Penumbra/Black Plague/ HPL Update Log: Similar to the HPL log but runs at a much more detailed level, most useful to catch crashes. Overture: The hpl_update.log file is located in this directory: /My Documents/Penumbra Overture/Episode1/ Black Plague: The hpl.log file is located in this directory: /My Documents/Penumbra/Black Plague/ BlackBox Log: The blackbox is a utility that activates when the game crashes. When the game crashes a BlackBox window will appear with some cryptic texts, these can be saved to any location you wish by click the save log to file. Your system specifications: The easiest way to do this is to use the DirectX Diagnostic Tool, it can generate a log of what hardware and drivers you have. Follow the guide on how to check what video card you have, in the last step Click on the Save All Information... button to save a log that you can send to us. Guide on how to locate and run the DirectX Diagnostic Tool. What to do if you have a crash and want to report it to us: First collect all the logs as you see fit. If you have more than 1 log, compress them into a single .zip archive. You do this by selecting the files, mouse right-click, go to "send to" and select Compressed (zipped) Folder. Finally, contact us through the email address given with your purchase email and attach the files. Thank You! |
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