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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
Game corrupt (pink and green screen or blank menus)
Posted by N3V Games (Paul) on 27 July 2015 03:39 PM

This indicates that your appdata folder is corrupt or missing (and is most likely due to having content installed from a pre-release version of T:ANE).

Follow these steps to ensure that your build is pointing to the correct location:

  • Find the path to your appdata folder in Launcher > Trainz Settings > Install. The path will look something like C:/Users/%username%/AppData/Local/N3V Games/TANE/build xxxxxxxx
  • Shut down Trainz and ensure that tane.exe had ended (check in Task Manager no other tane.exe processes are running)
  • Navigate to the appdata folder and delete the build xxxxxxxx folder (i.e. the folder that your install path was pointing to)
  • NOTE: You must leave the /N3V Games/TANE folder in place as it contains the redirect file which points TANE to your local folder.
  • Restart TANE
  • Your database will create a new appdata folder and rebuild your database, and fix any content errors

For information on moving your local data folder go here; http://faq.trainzportal.com/?p=217

Note: Your C:\Users\%username%\AppData\Local\N3V Games\TANE folder may be hidden.

To unhide the appdata folder:

Step 1
Open a Windows File Explorer window and go to the View tab.

Step 2
Click the Options button on the ribbon and then go to the View tab on the Folder Options window that opens.

Step 3
Click the box beside the Show Hidden Files, Folders and Drives option in the list of advanced settings.

Step 4
Click Apply and then OK to unhide hidden items, including AppData.

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