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To submit a Support Ticket, click on the Troubleshooter Button, then follow the steps through to the appropriate Category. Login using your Simulator Central or MyTrainz Username and Password.
Note: Support tickets are generally answered in 1-3 days. Your patience is appreciated.
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.
- We will only support tickets submitted in English. Please use an online translation tool to translate your messages.
- We will assist users with problems related to orders, downloading, installation or access only.
- 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.
Guide to submitting a crash report (TANE SP1)
Posted by N3V Games (Paul) on 04 November 2015 11:08 AM
If TANE SP1 crashes without warning, it is likely that a "crashdump" file is created. This report, along with a detailed explanation of what you were doing at the time will help us identify and fix the issue so it doesn't happen again.
Please follow this guide to submit your report.
- Re-launch TANE
- Click Trainz Settings
- Click on the Install tab
- Highlight the entire folder directory path listed under "Local Data Folder"
- Use Ctrl-C to copy to your clipboard
- Open Windows File Explorer
- Use Ctrl-V to paste the directory path.
- From the Windows Explorer folder, copy the "crashdump.dmp" file from the local user data folder and paste it on your desktop
- Log in to support.Trainzportal.com and click on Troubleshooter
- Click on the Bug Report option
- Describe IN DETAIL the steps which lead to the crash (including route/session/asset KUID information)
- Also provide the build number of TANE which crashed, and of course attach the crashdump.dmp file to the ticket.
If you cannot see the Hidden Files in your local data folder follow these steps:
- To enable Hidden Files in Windows 8.X or 10 click on View on the folder's toolbar and select to view Hidden files. (You may have to select Options/View then scroll down to select the Show hidden files option).
- To enable Hidden Files in Windows 7 click Organize>Folder and Search options>View>scroll down and select Show hidden files and folders.
- After making these changes, back in C:\Users folder, double click on your Windows user name folder. The user name is usually your windows login name.
- If you have successfully enabled to view hidden files and folders, you should now see the AppData folder
- Navigate to AppData>Local>N3V Games>(your current Tane userdata folder name which crashed last time).
- Copy the crashdump.dmp file and paste it on your desktop and follow the remaining steps above.