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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.

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 Simulator 12
   

Downloading and Installing from Store.TrainzPortal.com
This article provides step by step instructions to locate and download products ordered from the Trainz Store at Store.TrainzPortal.com. 1. Trainz A New Era 2. Trainz 12 and Older Items (Scroll down) 3. Trainz Model Railroad (click here [https://sup...
Installer asks for a disk
If you are installing the digital version and you get this error, it indicates all of the installation files are not in the same folder or that they are named incorrectly. Please ensure that all six files are in the same folder. We recommend that they b...
Creating a Session for your DLC locomotives in TS12 SP1
All Downloadable Content (DLC) for Trainz Simulator 12 SP1 is downloaded and installed seamlessly in-game. There are no downloads required from the Simulator Central store or serial numbers required. You must log in using the same username as used for t...
Does Trainz work with Windows 10?
Yes. We have tested Trainz Railroad Simulator 2019, Trainz: A New Era, and Trainz Simulator 12, with Windows 10 and found it performs better than using previous Windows Editions. If you do see issues with running Trainz on Windows 10, then please ensure...
Cannot install Trainz 12
INSTALLER WON’T START: Some browsers may strip the .exe file type resulting in nothing happening when you try to run the setup file. You can add .exe to the end of the Setup file name as follows: * right-click the Setup file * select Rename * ...
How to manually install an upgrade patch - TS12
This information is for TS12 only. The latest patches are available at: http://www.auran.com/servicepacks/ [http://www.auran.com/servicepacks/] Please make sure that the first number in the filename relates to your current Trainz build version, whilst...
Trainz is still not accepting my serial number, even after ensuri...
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...
Installing DLC/add-ons (pre TS12 SP1)
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...
Registering Trainz
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...
Finding your System Specifications
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 ...