Please use the Search Box above to search for keywords related to your issue. Using one or two keywords works best.

For quick answers to general usability questions, we recommend your visit our friendly Trainz forums,

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.

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.
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Knowledgebase

FOR TANE BUILDS CREATED AFTER JAN 4 2016: (see below for older versions) For mac, see Installing Trainz A New Era - Digital Edition - Mac [https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/130/15/installing-trainz-a-new-era---digita...
This article provides the various steps required to get Trainz installed and up and running. There are links to other articles for each step required. STEP 1: Check your system meets the minimum specifications for Trainz: A New Era here [https://support...
Please check our TRS19 FAQ page [http://www.trainzportal.com/pages/trs19-faqs] for details of Trainz Plus. Also check out Mytrainz > MyMemberships to become a Trainz Plus member.
To get your T:ANE version for free, simply follow this guide. * Go to the Trainz Store and log in using your MyTrainz username NOTE: If you don't already have an account, then create an account and then log in to the store. * Click on the Trainz Rew...
This article provides a step by step guide to installing TANE Deluxe SP2 using the new DVD installer (for Box edition disks received in 2017 or later). INSTALLATION GUIDE: STEP 1.  Insert Disc 1 into your DVD drive STEP 2. Double-click Installer.ex...
FOR TANE BUILDS CREATED AFTER JAN 4 2016: (see below for older versions) For Windows, see Installing Trainz A New Era - Digital Edition - Windows [https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/29/16/installing-trainz-a-new-era--...
Creating or logging in to your MyTrainz account in Trainz Sim 3 Tap Radial Menu > Main Menu > Select Route Tap Content Store Tap "No MyTrainz Login" Tap "Create Account" if you do not already have a MyTrainz Account and complete the form. NOTE: YOU...
Microsoft provide a very useful utility called Problem Steps Recorder. This application will create a series of screenshots that you can then attach to your helpdesk report to show us the steps you are taking. Follow these steps to use PSR STEP 1...
Water colour is changed on a per route basis by following these steps: Edit Environment > Time Tab Click on Water Colour Preview Adjust the R,G,B colour dials Tip: set the dials to between 7 o'clock and 11 o'clock for best results To adjust the water ...
Even though N3V Games is a "Trusted Developer" with Microsoft, this message may appear until a sufficient number of people have installed the application. The message is: "Windows Defender SmartScreen prevented an unrecognized app from starting. Running...
There is a bug in the current TRS19 build, when the language is set to Russian, that may cause Trainz to hang when loading the Sessions menu. Our team is working to resolve this. Until an update is released to resolve this issue, you can work around thi...
When installing using either the online or offline installer, the following error message can appear. It is likely if you get this error you have received the following message: Warning: Target Folder Exists. This may lead to data loss. Do you wish to c...
You can register your boxed version of Trainz Railroad Simulator 2019 by following these steps: * Log in to MyTrainz > Serial Number (https://www.auran.com/planetauran/SN_Enter_Serialnumber.php [https://www.auran.com/planetauran/SN_Enter_Serialnumber....
Patching to the Trainz Plus version is done through the in-game patch installer. This is found in Trainz Settings > Install Tab > Check for Updates or Change Trainz Update Stream. To change stream, click Change Trainz update stream, then click Next, a...
This guide will help you install Trainz Plus using the Online Installer which can be downloaded from your MyTrainz account page. STEP 1: Once you download the installer, double click on the .exe to run the installer. If the Microsoft security message ...
Unfortunately MS Edge Browser has made some changes that prevent the paypal payment page from loading when starting or re-starting a membership. The first step is to try using a Private tab in Edge which may allow the page. If this still doesn't work, t...
If the Next key is not visible, you can hit Enter to accept the Agreement (you may have two Agreements depending on your installation). You can also reset your windows font size to correct this issue. You can do this using the following steps. 1. Righ...
How to place a train in Trainz Sim 3. Process as at August 2021 (subject to change as we update things over time) * Load any session in the route where you wish to drive your own trains * Tap Radial Menu > Main Menu * Filter on Trainz, Locomoti...
This article provides information regarding our 15th Anniversary special celebrations. If your discount codes do not match your expected reward, please submit a support ticket at SUPPORT.TRAINZPORTAL.COM > TROUBLESHOOTING > 15TH ANNIVERSARY CELEBRATIONS...
Patching for TRS19 is automated. When prompted to update we recommend you do so by following the prompts. To manually update: * Click Launcher > Trainz Settings > Install > Check for Updates * If there is a patch available for your build, the patch...
The following specifications show the minimum requirement in order to run Trainz: A New Era. To find out your system specifications, please read this article [https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/12/finding-your-syst...
You can remove the patch window by either installing the new update, or if the update is a beta version, then by changing your update stream to public. To install the new update, simply follow the instructions on the screen. You may need to ensure 'disabl...
This error indicates that some assets in your database have been changed. This may be due to items you have downloaded and accidentally overwritten the "builtin" version. You may also get a "Revert failed > Abort Session Load" message as well. To fix thi...
Different versions of Trainz a New Era may require different methods to register and authorise. The "Platinum Edition" comes with a Product Key that is used to both register your "Standard Edition" installation plus unlock the Bonus DLC content. Once ...
This article provides a step by step guide to installing TANE SP2 "Platinum Edition" using the DVD installer. NOTE: This process installs TANE Standard Edition version and then your DLC is downloaded in-game after registering your Product Key [https://s...
TANE and TRS19, for both Windows and Mac, can be run in either full screen mode, or as a window which you can resize yourself. You can toggle between full screen mode by following these steps: 1) Click on Trainz Settings on the initial launch screen ...
The following specifications show the minimum requirement in order to run Trainz Railroad Simulator 2019. To find out your system specifications, please read this article [https://support.trainzportal.com/index.php?/Knowledgebase/Article/View/38/12/find...
For Trainz Railroad Simulator 2019, the main installer installs the 'core' installation of Trainz. This is the same version as the Digital version. The remaining content is install installed separately, either by downloading in-game or by following the ...
All content that is Builtin in Trainz will be shown in the status column of Content Manager as either 'Built-in', 'Built-in, payware', or 'Base'. These assets are part of the core Trainz installation and cannot be uninstalled. All content included in th...
Installing "official" add-ons into early versions of Trainz including TS12 (pre-SP1): Note: This guide is for items that have a downloadable "installer" setup file in SimulatorCentral. TANE use a new system for DLC [https://support.trainzportal.com/inde...
Simulator Central has now become the Trainz Store [http://store.trainzportal.com/]. All downloads from the Simulator Central store are now found in the My Digital Downloads [https://www.auran.com/planetauran/download_product.php] page in your MyTrainz acc...
If you have received a box version with a Product Key, or a digital download with a Product Key, you need to register this code at My Trainz. NOTE: SOME VERSIONS DO NOT REQUIRE A PRODUCT KEY (e.g. Digital Downloads and Mac USB editions ordered through T...
Sometimes your database may become corrupted and affects built-in or DLC content. Generally, a standard Database Rebuild from Launcher > Developer > Rebuild Database will rectify the situation. To run an Extended Database Repair: * On the launcher...
PC USERS To find out your system specification, you need to run a program called dxdiag * Click on the Windows Start Menu, type in dxdiag and click on dxdiag under the Programs heading. * The diagnostic tool appears in a new window and may take a ...
When you download T:ANE from MyTrainz (previously Simulator Central), there is no serial number required. Instead, T:ANE uses your MyTrainz Username to authenticate that you own the product. Note: Box versions ordered from the Trainz Store (previously S...
TRAINZ: A NEW ERA, TRAINZ MODEL RAILROAD 2017, AND TRAINZ RAILROAD SIMULATOR 2019 Digital Downloads from the Trainz Store The Trainz Store will automatically register Trainz into your account for you. No serial number is required for, or included with...
If all of your downloaded (including DLC packs) and custom content has suddenly disappeared, then this indicates that Trainz may have lost the 'link' with the LocalData folder, in which case it will generate a new LocalData folder. Please try following t...
For product related questions (such as pricing, hardware specifications etc), please see our Trainzportal FAQ Page. [http://www.trainzportal.com/pages/trs19-faqs] For support related questions, please use the search function. Type in one or two key word...
Some Android devices fail to mount the game data files on the file system when running the game from a secondary user account. To workaround this install and run the game from the primary user account.
You can log in to either Planet Auran or SimulatorCentral to update your account details. Planet Auran: You may change your email address via the 'Modify Email' page. https://www.auran.com/planetauran/modify_email.php [1] Or go to SimulatorCentral > My...
Please ensure you are typing it exactly as it appears on the manual. It is easy to mistake a 0 and a Q for example and this will cause the serial number to be invalid. If you have a digital version, please use copy and paste to ensure there are no typogr...
Offline Mode is available for backers who ordered the Kickstarter Box Edition and for Deluxe Edition users from SimulatorCentral. This version does not require an Internet Connection, but while in Offline mode, you cannot of course connect to the Do...
Please use the search function (using keywords of four letters or more) to search for an answer to your issue. If you don't see an answer to your question here, or if you have an individual problem with your order, or game installation, then please log ...
The additional locos are awarded to pre-order customers and certain Kickstarter backers. The USRA Light Pacific and BR Blue Duchess will appear as downloadable items in the "Download window" which appears in-game once you have installed and authorised ...
Builtin content from TS12 does not import directly into TANE - you need to download those items from the DLS (which we are in the process of updating). To import other content (i.e that you have created or downloaded from the DLS or other sites), you ne...
We recommend searching for and downloading content using the included Content Manager in Trainz. Use the following steps to search for content: 1) Open Content Manager by clicking on 'Manage Content' on the launcher screen. 2) Select the 'Download S...
There are several causes of this issue. Usually it is a firewall issue. To resolve this, please ensure your firewall allows traffic on ports 80, 443 and 1143. Also check our Knowledge Base articles on TANE SP1 Patch Installer
TANE SP2 AND ABOVE (For earlier versions see below) With TANE SP2, backups are made while you editing a route and/or session. If you have a power cut or if the game crashes, it is possible to pick up where you left off by simply reloading the map you we...
When ordering from the Trainz Store (store.trainzportal.com) ensure if you would like a physical product shipped to your address that you choose the correct product from the dropdown box when ordering: Australian orders generally take 3-5 days. All In...
You can find information on getting started with TRS19 on our Help Wiki's Getting Started page [http://online.ts2009.com/mediaWiki/index.php/Help:Getting_Started]. Further help for TRS19 can be found on the TRS19 Help page. [http://online.ts2009.com/med...
Please check the Trainz Wiki [http://support.trainzportal.com/online.ts2009.com/mediaWiki/index.php/Trainz_Plus] for the latest in depth explanations for Trainz Plus features [http://support.trainzportal.com/online.ts2009.com/mediaWiki/index.php/Trainz_Pl...
In some cases, some content may appear in Trainz as 'Modified, Payware (Not Active)', 'Installed, Payware (Not Active)', or 'Not Installed, Payware (Not Active)', and will not be able to be used. If the content is shown as 'Modified, Payware (Not Active...
Please use the search function (using keywords of four letters or more) to search for an answer to your issue. If you don't see an answer to your question here, or if you have an individual problem with your order, or game installation, then please log ...
If you are being bullied or harassed by a user on the Trainz Forums, please use the 'report post' button at the bottom of their post to report the post to our moderation team and they will be able to look into it for you. Please note, only limited actio...
You can purchase DLC items directly from the menu or from Content Store. To access Content Store, tap the top right Radial Dial button. Tap Main Menu > Routes > Content Store Select an item to purchase and tap the Price button The authorisation wi...
Knowledge Base for TRS22 is currently under construction. Meanwhile, please use the TRS19 Knowledgebase articles which, in most cases, should assist you.
Follow these instructions to identify which Trainz products you own or which DLC packages or "resources" you have access to: * Click on 'Trainz Settings' on the launcher screen * Go to the tab marked 'Dev' (not the "Developer" menu on the top menu) ...
This article provides a step by step guide to updating your current Trainz build to a new build. GUIDE TO UPDATING YOUR BUILD - WINDOWS: * Start Trainz * Click on Trainz Settings > Install tab > Check for Updates * If a patch is available, click ...
Trainz Rewards Points are earned each time you shop in the Trainz Store and for other actions such as signing up as a MyTrainz member, or even having a birthday! To redeem your points, follow this simple guide: * Go to the Trainz Store and log in usin...
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