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Vic Romero

FAQ and Known Issues

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Hello, everyone! If you are affected by a less-than-fine problem, glitch, crash, or other defect, please check out this here FAQ before posting. Many users are affected by the same problems that have potential solutions or workarounds, which is what this FAQ is all about. If you have read this FAQ and still can’t find an answer for your problem, do a quick search for other threads on the topic here. If that fails, too, then please post a new thread on the problem or email us at support@doublefine.com!

We'll think you're the coolest if you provide us with the following when you contact us:

* A description of the issue.

* Save file in which the issue still occurs, located by right-click Broken Age > Properties > Local Files > Browse Local Files, inside the Saves folder.

* Your Steam System Information report, DxDiag, OS X system report, or equivalent document from Linux. We require the full report documents so that we can check driver dates.

I backed the soundtrack, but I can't find it in the Steam library!

The SKU that has been distributed to every backer only includes the game. Backers who backed at the soundtrack level can download it in mp3 and .FLAC from their Humble site.

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Once the game officially comes out, the Broken Age soundtrack will be up for purchase on Bandcamp. While a game + soundtrack bundle can be preordered on Steam, the soundtrack is currently not available as a standalone DLC on Steam. For backers at the soundtrack level who want it in Steam, we are looking into solutions!

Note: The soundtrack is not included for slacker backers at the $30 tier.

My name is not in the credits/spelled wrong!

Your name will only appear in the credits if you backed at the $100 tier or higher! If that is the case, you may have not filled out the survey. Email pr@doublefine.com to fix missing or incorrect backer credits.

My Humble Bundle activation hasn't arrived/isn't working!

1. Check your email account junk folder or spam filter to make sure the email wasn't moved somewhere unexpected.

2. Log into your Humble Bundle account and go to your library to check your past purchases for the code

3. Use The Humble key resender here.

4. Email contact@humblebundle.com

If your email has changed since you backed, email support@doublefine.com and we'll get you sorted.

Broken Age is doing something strange and random and glitchy and none of the specific things below help, what can I do?

Computers are fickle beasts and sometimes things go wrong. There are a few steps you can try that solve many of the random breakages that users encounter. If you post about an issue, very likely we’ll ask you to try one or more of these things first.

* Make sure your system meets the minimum system requirements.

Windows Minimum:

OS: Windows XP

Processor: 1.7 GHz Dual Core

Memory: 2 GB RAM

Graphics: Nvidia 260GTX, ATI Radeon 4870 HD, Intel HD 3000

DirectX: Version 10

Hard Drive: 1500 MB available space

Sound Card: DirectX Compatible Sound Card

OS X Minimum:

OS: Snow Leopard 10.6.8 or later

Processor: Intel Core Duo

Memory: 2 GB RAM

Graphics: ATI HD 2600, Nvidia 9600GT, Intel HD3000

Hard Drive: 1500 MB available space

Sound Card: DirectX Compatible Sound Card

Linux Minimum:

OS: Ubuntu 12.04 LTS. Fully updated

Processor: 1.7 GHz Dual Core

Memory: 2 GB RAM

Graphics: Nvidia 260GTX, Radeon HD 2000, Intel HD 4000

Hard Drive: 1500 MB available space

Sound Card: DirectX Compatible Sound Card

* Reboot your computer. It’s a simple thing but it’s amazing how many problems this solves.

* Update your drivers, especially video card drivers.

* Verify the Integrity of your Local Game Cache. You can do this by Right clicking on Broken Age in your library, choosing Properties, Advanced, and then clicking the Verify Integrity of Local Game Cache button.

* Remove and reinstall the game.

* Try deactivating heavy background processes like anti-virus or malware scanners. On some computers these programs are so demanding that they significantly interfere with games. If this doesn’t solve your problem, though, be sure to turn your scanners back on!

* You can also try to play in windowed mode and a lower resolution

* Try running the game in Vista or XP compat mode.

* Additionally you could help us by running the latest patch with logging enabled:

1) Right click on Broken Age in Steam

2) Select ‘Properties’

3) Click on ‘Set launch options…’

4) Type ‘--log’ in the text field and click ‘Okay’ (it should be two dashes before 'log')

5) Run the game

6) Locate the file ‘BrokenAge.log’ next to the executable (e.g. by browsing the local files in Steam)

Please send the generated log file and the specs (either Steam or DxDiag) of your machine to support@doublefine.com

The goal is to find out where exactly the game is falling over, which will hopefully give us a clue to what the problem is.

I can't run the game! What gives!?

Check out these awesome help threads from DF Anna:

Linux: http://www.doublefine.com/forums/viewthread/12440/

Windows: http://www.doublefine.com/forums/viewthread/12441/

OSX: http://www.doublefine.com/forums/viewthread/12438/

I'm experiencing a black screen on Linux w/ ATI Radeon graphics card.

Please see the following thread for a potential solution: http://www.doublefine.com/forums/viewthread/11668/

Where do I find the Broken Age save file?

You'll find save data via right-click Broken Age > Properties > Local Files > Browse Local Files, inside the Saves folder.

My game crashes as soon as I launch it.

Steam overlay sometimes causes crashes - disable this in Steam and launch the game again

Shay's voice sounds weird after going through the teleporters.

This is by design as it's implemented.

My save file didn't return to the last place where I saved.

There are some parts of the game where saving and then loading that save would cause some bad bugs. It's by design that the game returns the character to the last good spot in the world. But don't worry - all your items and progress are otherwise properly saved.

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