If you are experiencing an issue with a public release of Trainz, 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 in using your MyTrainz Username and password, then go to the Troubleshooter and proceed through the questions. If you are unable to solve the issue through the troubleshooter, then you will see an option to submit a ticket.

Please note that we do not provide assistance for problems regarding in-game functionality. Please ensure you read the game manual (for TANE, the link is Launcher > File > View PDF Manual).

Beta Test or Release Candidate Versions

If you are using a Beta or Release Candidate version of Trainz, and wish to report a problem or bug, then please submit a bug report this through the Bug Report form.

Please include as much detail in your bug report as possible, including the KUID/AssetID numbers of any assets that you are using, and the steps you take to reproduce the issue you are seeing.

If there is a patch available for your build, the Trainz patcher window will appear.

If it doesn't, then check that the "Target" you have selected is the folder where your TANE.exe or TRS19.exe resides, and that you have selected "Public Stream".

You can also try running the Patch Installer.exe directly from the install folder.

Check more detailed information on patching:

- click here for TANE pre-SP1 builds

- click here for TANE SP1

- click here for TANE SP2

- click here for TANE SP3

NOTE:

For TANE SP1 or SP2, you may need to change the Patch Stream (e.g. from Public to Beta or vice versa) for the patch to appear.

You can find your system's specifications by following the information in this article.

You can find the system requirements for Trainz: A New Era in this article.

If your computer does meet the system requirements, then please ensure that the drivers for your computer's hardware are fully up to date, especially the video card drivers. You can obtain the latest drivers for your video card from the manufacturer's website (i.e. NVidia, AMD, etc).

Also ensure that Trainz has full permissions on your computer, including through any security programs, by doing the following:

Go into Window Explorer (or My Computer), and navigate to the Trainz folder, and right click on the 'TANE.exe' file, and click on 'properties', and then click on the tab called 'Compatibility'. Now set the Privilege Level to "Run this program as an administrator", then click on 'apply', then on 'Ok'.

Please also ensure that you have given Trainz full access in your firewall and anti-virus. Please try adding the 'TANE.exe' file as an exception in your firewall and anti-virus.

Tags: Start, Run, Load, Starting, Trainz, TANE, Renderer, disappear, disappears

You will need to upgrade your graphics card in order to use Trainz A New Era.

Please check this article for more information on the required system specifications for Trainz A New Era. (These specifications are also shown on the product page in the Trainz Store).

Please check this article to find your system specifications

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.

The most likely reason is you have the "Disable Online Features" option selected (if you are using the Deluxe Box edition/"DRM Free" version of TANE).

Uncheck this option in Trainz Launcher > Trainz Settings > Internet

This error could also be an Internet connectivity issue (at either end or somewhere in between your computer and our server) so please check your connection and try again later.

If you have another network (such as a mobile phone hotspot connection) you can try using a different network to see if that resolves the issue.

Please also ensure that you have given Trainz full internet access, you can do this by trying the following.

Go into Window Explorer (or My Computer), and navigate to the Trainz folder, and right click on the 'TANE.exe' file, and click on 'properties', and then click on the tab called 'Compatibility'. Now set the Privilege Level to "Run this program as an administrator", then click on 'apply', then on 'Ok'.

Please also ensure that you have given Trainz full access in your firewall and anti-virus. Please try adding the 'TANE.exe' file as an exception in your firewall and anti-virus.

Tags: Login, Username, Password, Authorize, connection,

NOTE: A new installation (including newly downloaded DLC) should never have any Missing Dependencies if correctly installed. It is more likely the install is not complete.

NEW INSTALLATION

Please follow the steps below to rectify missing dependencies with a new install or after patching:

1. Shutdown TANE (Do not force quit as this process can take 5 minutes or longer in some cases - check it has shut down completely by checking Task Manager)
2. Restart TANE - a database repair may occur and the problem may be resolved
3. If a database repair does not run automatically, manually do a database repair by clicking the Developer Menu on the Launcher menu, then Rebuild Database
4. Restart TANE
5. If the issue still exists, then you will need to create a new local data folder by following this guide.

If these steps fail, the next step is to reinstall TANE from your DVD/USB or if you have the digital version, in most cases, the latest version of TANE available can be found by logging in to your MyTrainz account.

NEW DLC 

Please follow the steps below to rectify missing dependencies with newly downloaded DLC items:

1. Open the TANE Launcher then go to Trainz Settings > Install Tab
2. Highlight the Local Data Folder path name (e.g. C:\Users\<pcname>\AppData\Local\N3V Games\TANE\build 7uiv95001) then use Ctrl-C to copy the path to your clipboard
3. Close all TANE windows to shutdown TANE (Do not force quit as this process can take 5 minutes or longer in some cases - check it has shut down completely by checking Task Manager)
4. Open a Windows Explorer window, and use Ctrl-V to paste the address, then hit Enter
5. Click on the "packages" folder which will show a list of DLC folders. (The Date Modified column will show you the latest DLC item downloaded)
6. Delete the appropriate folder or folders (e.g. SC237)
7. Next, navigate to the Cache folder and delete the entire cache folder.
8. Open the TANE Launcher and click Developer > Rebuild Database
9. Allow this to complete (which can take 5-10 minutes if you have lots of content installed)
10. Then click File > Download Purchased Items
11. Click Start Trainz
12. The Asset Download window will now appear with all non-downloaded items showing.
13. Select the items to download.
14. Once the file is downloaded, if it is not immediately be available for use, close the game window and Start Trainz again (you should not need to run a db rebuild).

Deluxe Routes:
You can find a list of the ID numbers for all DLC packs here
Note: There will be more than one folder for some DLC packs - ensure you delete all versions (e.g. sc274d, sc274d_0 etc)