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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.

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.

  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 : Trainz: A New Era (Windows) > Managing Content
   

All of my content in TANE/TRS19 has disappeared. How can I get it...
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...
Moving or creating a new Local Data Folder
User content is stored by default at C:UsersAppDataLocalN3V GamesTANE (for TRS19, this will be C:UsersAppDataLocalN3V Gamestrs19 ). This folder may grow to a substantial size over time. If required, you may specify an alternate locatio...
Importing your own routes from older Trainz versions – the offici...
TRS19 and T:ANE have been designed to be backwards compatible with the majority of content from previous versions of Trainz so it is possible to import your content from TS12 (or previous versions) into your new version of Trainz It is important to know...
One of my routes or sessions has disappeared
If one of your routes, sessions, or even a downloaded asset has disappeared, then it's likely that it has been removed due to a conflict with another asset, or your database has become corrupt or damaged. Trainz will move this item to the 'backups' fold...
Running multiple versions of TANE or TRS19
This guide will provide the steps to get multiple versions of TANE or TRS19 installed and operating independently from each other. You can then run these builds simultaneously if you want to (but of course frame rate will suffer if you do this) * Inst...
Importing content
T:ANE and TRS19 provide two ways to import content. Other methods may work to some degree but are not supported. This article is a guide to what will and won't work when moving content around between Trainz versions. Supported Content Install Methods: ...
Content Errors or warnings
Trainz allows users to create and share content. Errors and warnings enable both content creators and end-users to identify if content has any issues that could cause items to behave incorrectly or affect performance in-game. Warnings are just that - th...
Missing DLC - How do I find my DLC items that I ordered?
For Trainz A New Era and Trainz Railroad Simulator 2019, Downloadable Content (DLC) items ordered through the Trainz Store will appear as "Available to Download" when you next start Trainz. NO SERIAL KEY is required and there is no external download lin...
Missing Dependencies for Built-in Content or DLC
Sometimes your TANE installation can become corrupted. This generally happens when content is moved manually rather than using the in-built Import tools, but can also happen during patching or after a game crash. NOTE: A new installation (including newl...
Downloading from the Download Station
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...
Re-Installing DLC Packs for TANE and TRS19
If a DLC pack is not loading correctly (i.e. shows missing dependencies), then we would suggest suggest that you try re-installing the DLC pack using these steps: 1) You will need to locate your appdata folder. You can find the path to your appdata fold...
My content is showing as 'Payware (Not Active)'
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...