Board index » America's Army: Proving Grounds » AA:PG Game Support




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 Post subject: Requesting help
 Post Posted: Tue Jul 01, 2014 10:54 am 
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Welcome to the America's Army support forums!

These forums are for the use of players who are having an issue with the game. There is no paid support staff on these forums so everyone from the forum moderators to the volunteers who hang out and help are all doing so on their own time. Please treat ALL members of the forum with respect at all times. We are here to help you.


Basic Guidelines


In addition to the forum TOS, which you can find here, we ask that you follow some simple guidelines to better help us to help you:


  • Do not PM a moderator or any other forum volunteer regarding an issue. Part of the reason to have a public forum is so that information is cataloged and, most importantly, *searchable*. If you have problem and another user months later has the same problem they would be able to find your posts and apply the suggestions or fix there to resolve the issue. However, if you communicate in a PM then there is zero record of the issue.
  • Additionally, there are many people here who want to help you out. If you are communicating in PM's then others who want to help will not know what has been tried or suggested and you will end up getting the same suggestions.
  • Be detailed about the issue you are having. Simply saying, "it doesn't work" really doesn't help much. We need to see any error messages you are getting, what you were doing when you got the error message, and what you have tried to do so far to fix the issue.
  • Do not jump into someone else's thread with "I have the same problem" unless you are 100% sure it is the exact same problem. Often times it isn't the same problem and when you try to help more than one person in the same thread things quickly become confusing for all involved.
  • Stick the one thread! If you get frustrated or your thread moves off page 1, by creating a new one you make it more difficult for people to help who might not be familiar with your original thread.
  • Only post in one of the support forums. The same people help out in all of the support forums so making a post in each doesn't get your issue looked at or resolved any faster and only creates work for the forum moderators to lock the duplicate threads.
  • Be patient and try the suggestions you are offered. They are not randomly made and are often the result of a lot of trial-and-error by other people who have had the same or a similar problem. When you get upset over a suggestion, you only increase the time it will take to try and solve the issue you are having.
  • If you find a solution to a problem you were having, feel free to post it here if it isn't already known. Often times the support staff are only going by their own experiences and those of others who post when making support suggestions. We're all here to help each other. Additionally, if your problem and solution are posted that will help someone else who may be having the same issue when they search the forums and find what you did to fix it.
  • If you have a suggestion for the PC Support forum, don't hesitate to PM one of the PC Support forum moderators. We are always open to new ideas and suggestions that will help us to help the America's Army community even better.


Troubleshooting


There are some things you can try or check before making a new thread in one of the support forums. They are things that are designed to rule out common issues people have with America's Army. Some of these things are:

  • Verify you system meets the system requirements for this game. You can find a list of the system requirements in the FAQ on this website, at the top of the General Support and PC Support forums, and in-game by going to Support ---> Release Notes and scrolling down.
  • Always keep in mind that unsupported or below minimum requirement hardware *does not* mean the game will not work at all. It means the game might not always work or work very well when it does. So, even if your system does not meet the requirements or your graphics card is not supported, make a post requesting help. You may be able to get the game working enough to play by simply updating some drivers or tweaking some of the settings. You won't know until you try.
  • Drivers, drivers, drivers. You generally do not need to update your drivers the second newer ones are available. If things are working fine, why mess with them? However, if you are having some issues then verifying you have updated drivers may be the thing you need to try. Drivers include graphics, chipset, audio, BIOS, etc.
  • Reinstall the game. I've sometimes found that a simple reinstallation of something would fix a problem. America's Army is no different. Some people think reinstallation means redownloading. That's not the case *unless* you did not save a copy of the download file. I have every version of America's Army since about 1.9 burned to CD/DVD somewhere. It's a good idea to do this unless you don't mind waiting for the file to redownload.
  • Verify your system is not overheating. The most common symptom of an overheating PC is a sudden reboot or your system locking up.
  • Overheating can and sooner or later will damage your PC components if it is not corrected. It's a good idea to periodically open up your PC case and use a can of compressed air to blow out all the dust. Do not do this while the PC is running! Also do not blow air directly on the fans as you can damage them or, I've heard but have no desire to confirm, build up a static charge that can fry a CPU or graphics card in an ungrounded PC.
  • If you are overclocking any part of your system, try the game with the hardware set to normal clock speeds. This includes anything which was overclocked at the factory. I've seen a number of issues with the game go away once the person having the problem stopped overclocking. If nothing else, this will rule out overclocking as the source of the issue.
  • Verify that your firewall and router are both allowing the game access to the Internet. How to verify your firewall depends on what brand you are using. If you are not sure whether or not your firewall is correctly configured, disable it and try the game. If the game still does not work and you disabled the firewall correctly, then the problem most likely is elsewhere.


Requesting Help


When you need to make a new thread requesting help, be as detailed as possible. Include the error message if you are getting one and what you were doing when the error occurred. Be sure to include a copy of your dxdiag information per the following steps.


Windows Vista and later.


Click on Start
Click in the Search Bar or click RUN
Type in 'dxdiag' (without the single quotes) and press ENTER
At the bottom of the dxdiag window you will see a button labeled Save All Information. Click this button and save the information to your desktop.
Next, open up the text file you just saved using Notepad, click Edit on the menu bar at the top, click on Select All, then click Edit again, and click Copy.
The entire text file has now been saved on the clipboard and can be pasted into an America's Army forum post. This is the information we'll need and don't worry about how long it is.



Log files locations

At times you can be asked to provide log files from the game to get a issue resolved.
Some of them are a little bit tricky to find, so heres the default locations:

C:\Users\"username"\Documents\My Games\America's Army Proving Grounds\AAGame\Logs\AAClient.log

C:\Users\"username"\Documents\America's Army\Logs\SteamWrapperClient.log

C:\Users\"username"\Documents\America's Army\Logs\SteamWrapperLoader.log

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