Guides/Troubleshooting

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

There is currently an issue occurring where players are receiving an error stating "Disconnected: Server could not verify your inventory". To help you resolve this, please join our official discord at https://discord.gg/Z8eZncwf5T and post in the #sar-bugs-and-help channel for assistance.

Game Crash

Log file

Press ⊞ Windows+R and paste, then press "OK"

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: %appdata%\..\LocalLow\Pixile Inc\Super Animal Royale\output_log.txt
• Mac: ~/Library/Logs/Unity/Player.log

If you're on Windows, you can follow these steps:

1. Press ⊞ Windows+R
2. Copy %appdata%\..\LocalLow\Pixile Inc\Super Animal Royale 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.

• d3d11: D3D_FEATURE_LEVEL_11_1 not-recognized (only 11.0 runtime installed?)

• Solution:

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

• D3D11: Failed to create RenderTexture (0 x 0 fmt 27 aa 1), error 0x80070057

• Solution:

1. Right click "Super Animal Royale" in your Steam Library
2. Click "Properties"
3. Click "Set launch options..."
4. Paste -screen-width 1920 -screen-height 1080(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

• IndexOutOfRangeException: Array index is out of range. at UnityEngine.Display.RecreateDisplayList (System.IntPtr[] nativeDisplay) [0x00000] in <filename unknown>:0

Nvidia Control Panel

• 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".

• d3d11: failed to lock buffer XXXXXXXXXXXXX of size 2184164 [XXXXXXXX].

• Solution: Reinstall GPU drivers.

• InControlNative.dll caused an Access Violation (0xc0000005)

• Solution: Delete InControlNative.dll in your game installation path
• Location: <Game installation path>\Super Animal Royale_Data\Plugins\InControlNative.dll
• Side effect: You might not be able to use your controller to play this game after deleting this file.

• Crash before splash screen of modus/pixile logo.
  • Initializing Microsoft Media Foundation failed. It seems that the Microsoft Media Foundation is not installed on this machine or a newer version of Microsoft Media Foundation is required. To install the necessary libraries please install the Media Feature Pack from https://www.microsoft.com/en-us/search/result.aspx?q=Media+Feature+Pack for your version of Windows.
  • This probably happens because you're using Windows 10 N
  • Please install the "Media Feature Pack"
    • Start > Settings > Apps > Apps and features > Optional features > Add a feature, and then locate Media Feature Pack in the list of available optional features and install it.

• Initialize engine version: 2017.3.0f3 (a9f86dcd79df)

• GfxDevice: creating device client; threaded=1

• Crash!!!

• 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-and-help 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 but Steam says game is running

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 rename it to "UnityCrashHandler64_old" (The file will be suffixed with .exe if you have file extensions turned on.)

Only title bar is displayed or only a white screen (or flickering) is visible

Only title bar is displayed and cannot be maximized.

• Solution:

1. Right click "Super Animal Royale" in your Steam Library
2. Click "Properties"
3. Click "Set launch options..."
4. Paste -screen-width 1920 -screen-height 1080(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

Linux Proton issues

• Black screen on launch:
  • Try to use proton-ge (Installation guide) or Proton 6.3-4
• Game doesn't want to close when clicking on exit:
  • Kill -9 it

Server Could Not Verify Your Inventory

• Join #sar-bugs-and-help on SAR Discord and ask for assistance.

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:

Press ⇧⌘G and paste, then press "Go"

1. Open Finder
2. Press ⇧ Shift-⌘ Command-G
3. Paste ~/Library/Application support/Steam/Steam.AppBundle/Steam/Contents/MacOS/package/ and press "Go"
4. Rename the "tmp" folder to "tmp~"
5. Restart Steam, then restart the game

• If you're using Mac, and even previous steps for macs haven't solved it either:

1. Open the Apple menu in the top left corner of your desktop view.
2. Select System Preferences > Network.
3. Choose the network service you use from the list, e.g. Ethernet or AirPort or Wifi.
4. Click Advanced...
5. Open the Proxies tab.
6. Uncheck any proxies that may be checked.

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 Super Animal Royale does not recognize your controller:

• Verify you are not missing specific drivers for your controller
• Try enabling Generic Gamepad Configuration Support in Settings -> Controller Settings -> Generic Gamepad Configuration Support

Nintendo Switch Pro Controller

Super Animal Royale may not recognize the sticks on a Nintendo Switch Pro Controller:

• Try enabling Switch Pro Configuration Support in Settings -> Controller -> General Controller Settings

Blank Box in Steam When Installing

A blank looking box may pop up when attempting to install Super Animal Royale.

• This can possibly resolved by hitting the space bar a few times in order to proceed through the hidden menus.

Discord Invites

Game status showing correctly.

Invite button

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 User settings> Games Activity> "Display currently running game as status message". 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.
• Make sure there are no other computers logged in with that Discord account.
• 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.

When the join button in Discord gets stuck, 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.

Avast Update Issue

Stage one of avast setup

"I keep trying to hit the play button but it keeps giving me the Server Not Responding error"

A recent Avast Update has buggered the auto-decide settings for SAR. You will now need to make a complete Internet Exception to the game!

1. Open Avast interface.

2. Click Protection, then click firewall.

3. In the settings that now pop up, scroll to the bottom and hit "Application Settings"

4. Type "Super" in the filter and look for Super Animal Royale.exe

What the settings should be

5. You will see a set of yellow bars, click the last one on the right which will set the game to "Allow All Connections"

6. Close the dialogue, the Avast Interface, and you should be set!