StarRupture
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Troubleshooting

How to find…?

In general, there are a few important pieces of information our Support Team needs before checking for the error that appears in your game.

Those are:

  • StarRupture.log - which contains information about what happened in the game during each launch.

  • UECC-Windows crash folders - which bundle all the essential technical data developers need to diagnose the crash.

  • Save File Folders and the Settings File - which shows us the exact environment where the issues occurred.

Of important note:

  • Please note that UECC folders do not contain a full crash/error callstack in the log that our Support Team needs while identifying the issue.

  • Both the folder, the save file, and the separate log file need to be sent in a zipped/compressed file for full assessment.

How to find the correct StarRupture.log file?

The general path of the Log folder is under: C:\Program Files (x86)\Steam\steamapps\common\StarRupture\StarRupture\Saved\Logs

Please be aware that the path may vary, depending on where you installed your Steam.

To easily access it:

  • Please access Steam > Library > Right-click StarRupture > Properties > Installed Files > Browse.

  • Once the folder opens, navigate to StarRupture > Saved > Logs > StarRupture.log or StarRupture-backup-[date]-[hour].log

  • Choose the latest one that had an error/crash in it.

Sometimes, Steam may not recognize this path correctly. If the log files do not appear in your steamapps folder, please try the following path: C:\Users\[Your_Username]\AppData\Local\StarRupture\Saved\Logs

To easily access it:

  • Hold the Windows key on your keyboard.

  • Tap the R key to open the Run window.

  • In the pop-up window, type: %appdata%

  • Click OK.

  • A pop-up window of File Explorer will open with an address bar at the top: C:\Users\[Your_Username]\AppData\Roaming

  • Click on the AppData folder.

  • Select Local > StarRupture > Saved > Logs > StarRupture.log or StarRupture-backup-[date]-[hour].log

  • Choose the latest one that had an error/crash in it.

How to find the correct UECC folder?

The general path of the Windows Crash folder is under: C:\Program Files (x86)\Steam\steamapps\common\StarRupture\StarRupture\Saved\Crashes

Please be aware that the path may vary, depending on where you installed your Steam.

To easily access it:

  • Please access Steam > Library > Right-click StarRupture > Properties > Installed Files > Browse.

  • Once the folder opens, navigate to StarRupture > Saved > Crashes > UECC-Windows-[String].

  • Choose the latest one that had an error/crash in it.

Sometimes, Steam may not recognize this path correctly. If the Windows Crash files do not appear in your steamapps folder, please try the following path: C:\Users\[Your_Username\AppData\Local\StarRupture\Saved\Crashes

To easily access it:

  • Hold the Windows key on your keyboard.

  • Tap the R key to open the Run window.

  • In the pop-up window, type: %appdata%

  • Click OK.

  • A pop-up window of File Explorer will open with an address bar at the top: C:\Users\[Your_Username]\AppData\Roaming

  • Click on the AppData folder.

  • Select Local > StarRupture > Saved > Logs > Crashes > UECC-Windows-[String].

  • Choose the latest one that had an error/crash in it.

Please note that every start and close of the game triggers a new log and UECC folder to appear. Please ensure that you have selected the correct files before sending them to us.

How to find the save files?

The general path of the Save File folders is under: C:\Program Files (x86)\Steam\userdata\[Your_Unique_User_ID]\1631270\remote\Saved\SaveGames

Please note that this path may vary, depending on where you installed your Steam.

To easily access it:

  • Open Steam and go to Steam Settings > Storage.

  • Next to the size of the installed files bar, click the three dots (•••) > Browse.

  • This will open the 'steamapps' folder in Windows File Explorer.

  • From there, click on 'Steam' in the address bar and look for a folder called userdata.

  • Inside userdata, you will see folders named after your Steam ID(s). If you have multiple Steam IDs, you can sort the folders by the most recently modified to find the one you've been using.

  • Once inside your Steam ID folder, look for a folder named 1631270 > remote > Saved > SaveGames.

In that folder, you'll find your session names. Please ensure to .zip the entire folder and send it over to us for review.

Sometimes, Steam may not recognize this path correctly. If the files do not appear in your steamapps folder, please try the following path: C:\Users\[Your_Username\AppData\Local\StarRupture\Saved\SaveGames

To easily access it:

  • Hold the Windows key on your keyboard.

  • Tap the R key to open the Run window.

  • In the pop-up window, type: %appdata%

  • Click OK.

  • A pop-up window of File Explorer will open with an address bar at the top: C:\Users\[Your_Username]\AppData\Roaming

  • Click on the AppData folder.

  • Select Local > StarRupture > Saved > SaveGames.

How to find the save files on Steam Dedicated Servers (Experimental)?

The general path for the save files from Dedicated Servers is under: C:\Program Files (x86)\Steam\steamapps\common\StarRupture Dedicated Server\StarRupture\Saved\SavedGames

You can also find them by following the guide below:

  • Enter your Steam Library, make sure to filter it by "Games" and "Tools".

  • Search for StarRupture Dedicated Server (Experimental) Tool.

  • Select it > Right Click > Properties... > Installed Files > Browse.

  • This will open the 'StarRupture Dedicated Server' folder in Windows File Explorer.

  • In the File Explorer, go to StarRupture > Saved > Save Files.

  • Zip the AutoSave0.sav and bring it to your submission for further review.

How to find my settings file?

The general path of the settings file is under: C:\Program Files (x86)\Steam\steamapps\common\StarRupture\StarRupture\Saved\Config\Windows
Please note that this path may vary, depending on where you installed your Steam.

To easily access it:

  • Open your Steam Library and right-click StarRupture > Properties > Installed Files > Browse.

  • Once the File Explorer opens, please navigate to > StarRupture > Saved > Config > Windows.

  • Copy the "GameUserSettings.ini" file, paste it somewhere safe, zip the file and send it over to us for review.

Sometimes, Steam may not recognize this path correctly. If the files do not appear in your steamapps folder, please try the following path: C:\Users\[Your_Username]\AppData\Local\StarRupture\Saved\Config\Windows

To easily access it:

  • Hold the Windows key on your keyboard.

  • Tap the R key to open the Run window.

  • In the pop-up window, type: %appdata%

  • Click OK.

  • A pop-up window of File Explorer will open with an address bar at the top: C:\Users\[Your_Username]\AppData\Roaming

  • Click on the AppData folder.

  • Select Local > StarRupture > Saved > Config > Windows.

  • Copy the "GameUserSettings.ini" file, paste it somewhere safe, .zip the file and send it over to us for review.

How to make a DxDiag file?

Use the steps below to generate a DxDiag:

  • Hold the Windows key on your keyboard.

  • Tap the R key to open the Run window.

  • In the pop-up window, type: dxdiag

  • Press the Enter key

  • The DirectX Diagnostic Tool will load.

  • If there is a pop-up window asking about digital driver signing, click Yes to proceed.

  • Click the Save all information button

  • Click the Save button - The file should be saved to your desktop as dxdiag.txt

  • Click the Exit button

Please attach the zipped/compressed dxdiag.txt file from your desktop to the Support Ticket.

How to make an MsInfo32 file?

Use the steps below to generate an MsInfo32 file:

  • Hold the Windows key on your keyboard.

  • Tap the R key to open the Run window.

  • In the pop-up window, type: MSInfo32 

  • Click OK.

  • From the options in the upper left corner click File and choose Export… from the drop-down menu.

  • Name the file and pick the location to save it, then click Save.

  • Click the Exit button

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