Guides/Troubleshooting/ms

This page exists to try to address all of the most frequently reported bugs in Super Animal Royale.

Log file
If you have encountered a game crash or game-breaking bug, please be sure to find your log file first. This file can be found at the following path :
 * Windows:
 * Mac:

If you're on Windows, you can follow these steps:
 * 1) Press +
 * 2) Copy   and paste it in the box
 * 3) Press "OK"

Then, read the error message and refer to the below

Troubleshooting steps

 * Fatal error in gc
 * GetThreadContext failed
 * Solution: Add the game to the trusted list in your antivirus software. If it doesn't work, disable it or uninstall it.




 * Solution:
 * 1) Make sure your windows is up to date or you can manually install this platform update.




 * Solution:
 * 1) Right click "Super Animal Royale" in your Steam Library
 * 2) Click "Properties"
 * 3) Click "Set launch options..."
 * 4) Paste  (You can adjust the numbers according to your resolution) and click "OK"
 * 5) Restart the game and reset the resolution, and delete the launch option following aforementioned steps


 * Solution: Try any of the following, depends on your hardware:
 * Open Intels Control panel and switch the "Scaling" option from "Maintain Display Scaling" to "Maintain Aspect Ratio".
 * Open AMD Radeon settings and under "display" change the scaling mode from "preserve aspect ratio" to "full panel".
 * Open Catalyst Control Center in "Advanced View", select My Digital Flat Panels > Properties (Digital Flat Panel), and under "Image Scaling Preferences" selected "Maintain Aspect Ratio".
 * Open Nvidia Control Panel, then click on Adjust desktop size and position page, change "Aspect ratio" to "No Scaling".




 * Solution: Delete  in your game installation path
 * Location:
 * Side effect: You might not be able to use your controller to play this game after deleting this file.








 * Solution: Uninstall Citrix workspace or use another computer to play the game.

If this information doesn't solve your problems, please connect to #sar-bugs on SAR Discord to get help.

Webroot
Currently webroot sometimes doesn't allow the game to connect to the servers. Team Pixile contacted Webroot and they replied with the following email:

"We've worked around the issue. Have two different solutions:

1. Uninstall and reinstall the software using the download located here: http://anywhere.webrootcloudav.com/zerol/wsainstall.exe

or

2. Shut down the agent from the tray menu and download and run the file from here: http://anywhere.webrootcloudav.com/zerol/wsaupd.exe

Feel free to distribute this information to any customers that experience the issue.

Thanks,"

- Lucas Moore

Webroot Sr. Global Escalation Manager

Game window does not open
An issue has been reported after the v0.91 update that SAR may fail to display the game window in certain situations. If this occurs it could be an issue with the Unity crash handler executable.
 * Workaround:
 * 1) Right click "Super Animal Royale" in your Steam Library
 * 2) Click "Properties"
 * 3) Click "Local Files"
 * 4) Click "Browse Local Files..."
 * 5) Find a file in that directory named "UnityCrashHandler64" and renamed it "UnityCrashHandler64_old" (The file will be suffixed with .exe if you have file extensions turned on.)

Only title bar is displayed

 * Solution:
 * 1) Right click "Super Animal Royale" in your Steam Library
 * 2) Click "Properties"
 * 3) Click "Set launch options..."
 * 4) Paste  (You can adjust the numbers according to your resolution) and click "OK"
 * 5) Restart the game and reset the resolution, and delete the launch option following aforementioned steps

No audio in game
Possible solutions:


 * Try to uninstall the following programs:
 * Asus Sonic Studio 3
 * Nahimic
 * Change outputs in Razer Audio Controller

Could not verify your inventory
Equipped items are stored locally on your windows account. If you have an item equipped which you don't own. (E.g. when you switch steam accounts on the same pc, ...) the game doesn't let you join a match. To solve this:
 * 1) Close the game
 * 2) Press + and type into the window , then click on.
 * 3) Navigate to
 * 4) Right click on the foloder   and delete it. (Note: This will reset all your settings and equipped items)
 * 5) Start the game

Not logged into Steam


Solution:


 * Launch the game in Steam
 * Make sure that no other programs block the connection to steam (e.g. anti virus, ...)
 * Known programs to cause issues:
 * Comodo antivirus (Add the game to it's exception list: File rating => File list => Add the exec => trust)
 * Restart Steam, then restart the game


 * If you're using Mac, and previous steps haven't solved your problem:


 * 1) Open Finder
 * 2) Press --
 * 3) Paste   and press "Go"
 * 4) Rename the "tmp" folder to "tmp~"
 * 5) Restart Steam, then restart the game

Network Issues
Including but not limited to:
 * Matchmaking failed: Cannot connect to destination host
 * Matchmaking failed: Received no data in response
 * Matchmaking failed: Request timeout
 * Matchmaking failed: Servers are not active
 * Cannot matchmake, missing player info.
 * Disconnected: Failed to establish connection - no response from remote host
 * Error: Lobby was unable to join a match.
 * Error: Discord lobby was unable to join a match.
 * Error: Discord lobby matchmaking failed.

Troubleshooting steps

 * Try again
 * Add the game to your anti virus exception list
 * Restart the game
 * Reboot your computer
 * Verify your have network connectivity
 * Make sure your DNS servers are working properly
 * Check firewall and security software settings
 * Make sure ports 32168, 8192-8400 are open
 * Verify that you are able to ping the servers for your region:
 * Connect to #sar-bugs-and-help on the SAR Discord server to get the current relevant IP address.
 * Current IP address (July 13, 2019):
 * NA: 63.251.241.206
 * EU: 185.225.209.35
 * AS: 103.102.162.82

Controller not recognized
Here are some things to try if does not recognize your controller:
 * Verify you are not missing specific drivers for your controller
 * Try enabling  in

Blank Box in Steam When Installing
A blank looking box may pop up when attempting to install.
 * This can possibly resolved by hitting the space bar a few times in order to proceed through the hidden menus.

Discord Invites
Currently Discord invites are rather finicky and crash a lot. The SAR devs are currently working with Discord devs to find a fix for the issues.

Firstly, the person inviting needs to have game activity enabled and have status set to Online on Discord. To check if you have, click on your profile in discord, while the game is running, and make sure that discord shows the game. If it doesn't show the game, make sure to enable game activity under. Discord Overlay does not need to be enabled.

Further Discord Troubleshooting Steps
The following solutions helped users fix problems with discord, try any of those:
 * The invite button will only appear in channels where you have permissions to "Attach Files". Therefore, try to send an invite in DMs.
 * Close the Epic Games Launcher.
 * Close SAR. Open steam, right click on Super Animal Royale> Properties> Local Files> Verify Integrity of Game Files. Start SAR.
 * Close SAR. Reinstall Discord. Start SAR.
 * Restart the PC.
 * Close Discord (via the task bar) and SAR. Right click on the Discord start menu entry> Run as administrator. Start SAR.
 * When Discord detects SAR, but the invite button in Discord doesn't do anything, or clicking on "join" in Discord gets stuck then reinstall Discord.



Inviting People
Click the + button on the Discord Client.

Matchmaking failed
If you get a matchmaking failed, or the lobby desyncs, reopen the lobby or restart the game/Discord and try again.