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NEW HELPDESK

We are migrating over to a new helpdesk system. New tickets have been turned off for this one. You may still reply to your open tickets.

The new helpdesk is available at https://support.trainzsimulator.com
NEW HELPDESK REQUIREMENTS

To ensure we can provide quality, timely responses to as many customers as possible, we have made some changes to the helpdesk support service.

  1. We will only support tickets submitted in English. Please use an online translation tool to translate your messages.
  2. We will assist users with problems related to orders, downloading, installation or access only.
  3. Any questions about general product usage will be referred to our community forums, Trainz wiki and Knowledgebase articles.
If your ticket does not meet these requirements, you will receive a standard response informing you of the new requirements.

Thanks for your understanding.
Knowledgebase: Errors
“renderer initializing has failed” – what is wrong
Posted by N3V Games (Paul) on 27 July 2015 01:09 PM

The "renderer initializing has failed" error indicates your graphics card does not support DX11 (even though you may have DX11 installed on your computer).

You will need to upgrade your graphics card in order to use Trainz A New Era.

Please check this article for more information on the required system specifications for Trainz A New Era. (These specifications are also shown on the product page in the Trainz Store).

Please check this article to find your system specifications

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