I have a problem with the Huddersfield line I purchased via Steam in the Black Friday sale. Quick Drive does not work correctly, and more importantly I get a DTG error at Slaithwaite (not out of memory) that then shuts down the game. (so I cannot drive the route) Having DLC from other developers that work correctly, and given the amount of known faults with the Huddersfield Line DLC, I just wanted to cut my loses and get a refund. Having exhausted Steam and Paypal to get a refund, I have reported it on the forums and was advised to raise a support ticket. The response from DTG was for me to investigate the problems myself using there 10 point Technical Issue Guide below. Only then would will they help. First step is to remove all unsupported MODS and third party content and then follow the guide below. 1) Restart Your Computer (Done) 2) Check system meets requirements (Done) 3) Update drivers (Done) 4) Update Windows (Done) 5) Turn off Anti-virus (Done) 6) Verify Steam files (Done) 7) Ensure additional game software installed (Done) 8) Re-installation of the game (not done) 9) Set up Page File Ram settings (Done) 10) Clean reboot (Done) 11) Verify Windows (Done) So in order to get any further support, for the one piece of DLC I own that does not work I have to:- 1) Remove all the AP Packs 2) Remove RWE2, and my ATS controller software 3) Remove all my Just Trains and ATS DLC routes/locos 4) Reinstall the game cleanly 5) Then Remake or retry install 2 years worth of the QD and scenarios I have created (which will presumably be lost with a fresh install). I reckon to complete the above must be easily 50 hours of time. Only other alternative would be to go out and buy a new PC with nothing installed other than TSC and the Huddersfield line, but that is going to cost a lot! So I would be grateful if anyone has any tips on how to get some support (or refund) from DTG for a route I have purchased that does not work for me ?
If you have played more than 2 hours in the sim Since purchase your chances of a steam refund are slim. Unfortunately steam does not calculate the time in said dlc but the sim as a whole which is a bit wrong if you ask me but that’s steams rules. I have this dlc and it works fine for me so the problem is something local your end if it was broken we woukd all be having the same problems. can you expand further on what the problem is and what the error message says you get. A screenshot would help is narrow it down better if you can get that. also what is your Pc set up specifications. CPU,GPU,RAM
The issues and screenshots are explained in the thread: Huddersfield Line Quick Drive Issues | Dovetail Games Forums Computer wise, 16gb Ram, RTX2060 Super, Intel(R) Core(TM) i5-10400 CPU @ 2.90GHz There are many known problems with this route, which required a patch update after release. (well over a 100's fixes) As admitted by Atomic Danny in the thread above, there are still known issues that have been fixed but not released. Given that every other DLC works fine my end, I am not totally sure the issue is specific to my end. Looking at reviews on Steam and this forum, lots of people have highlighted issues. It would be helpful if there was a way to address the issues with DTG, that does not just reply with the standard response from DTG support which is totally unrealistic for a customer to implement? (ie fresh reinstalls and remove all MODs etc)
the issues that Danny mentioned that you are refering to did not cause any CTD problems those are specific scenery issues and the patch addressed these issues. I have had the route since Day 1 ie pre update and have never had an OOM issue or a CTD with the pop up. So it cant be a route problem but something your side is causing the problem.
"DRIVER AP CLASS 150/2" points to an AP stock DTG do not use AP stock on default scenarios. Is this a quick drive you are trying to use ??? What happens if you run one of the included default career sceanrios can you complete that or is it still causing you to CTD
Yes its in Quick Drive (hence why my original thread was called Huddersfield Line Quick Drive Issues). Yes I have tried the IE49 service in the 158 (which looks to have the lowest weather dependency) and still brings up the same DTG dump error message when I get to Slaithwaite.
I have yet to have issues on Slaithwaite. The issue may be a local PC thing. What is challenging is identifying the issue.
one other thing i can think of and i am sure you have possibly done this but its worth trying again. Right click train simulator on steam select properties. In the pop up that appears select DLC then type in huddersfield in the search bar. Press the little tick to remove the tick and give it a few minutes. This will uninstall the route after a few minutes tick it again it will do a fresh install and see if that helps.
Hi 390001 - thanks for the suggestion - have already tried that but will try it again. (perhaps leave it uninstalled for a few days this time) I posted on the other original thread, that I do seem to have found a temporary work around, by using Steam in offline mode when driving the Huddersfield line. A "dump error" (according to DTG tech guide) occurs when TSC cannot process information correctly. The marker at Slaithwaite still points to the Huddersfield Bay Platform 2, which is not possible to get to(this has been confirmed). When in online mode, my CPU and memory usage increases at Slaithwaite, so it could be that TSC is trying to sort out or find a solution to the routing, and then gives up.
Hi Michael, I have submitted a ticket, but on the response from DTG, and as per my original post at the top of the thread, they are requiring me to uninstall all my MODS, plus do a fresh install of the entire game. (50 hours work I reckon) Just not practical to do that, especially when all other DLC works correctly, and the one line that does not work for me is known for having 100's or errors, which DTG have confirmed, have still to be updated in a second patch the Huddersfield line will require since release. So im stuck in a cycle of having paid for a route that wont work, with no update on when a fix is likely . So its back to my original question, how do you actually get any support from DTG to fix the issues this route has?
I know and understand that sometimes we think that uninstalling and reinstalling is a waste of time. But in most cases, this can resolve the issue being had. You can do a back of the game before uninstalling and then when you reinstall it you can restore all you progress by putting what was backed up back into the game. What I have done in the past when I have been faced with having to do a fresh install is followed steps that DTG gave me years ago. That is to go to Program Files(x86)\Steam\steamapps\common\Railworks\content PlayerProfiles.bin RVBDCache.bin RVBDCache.bin.MDS SDBCache.bin SDBCache.bin.MDS Copy these files somewhere safe and when you reinstall the game copy these files back into that folder and your progress will not be lost.
Hi Michael Thanks for taking the time too offer some support and advice - its very much appreciated. Unfortunately the suggestion above on how to do a manual reinstall of the entire game is just not practical for me (way beyond my skill set.) It feels a bit like taking a broken down car back to the dealer, and them saying, we know there are issues that will stop the car working, but before we try and fix it, can you take the engine out, strip it down, rebuild it, put it back it in, and then if the problem persists then we will look at it. I have done the much easier "tick box" uninstall and reinstall for the Huddersfield line DLC via Steam, but am left in the position with 98 pieces of DLC brought via DTG/Steam that works correctly, and one (Huddersfield line) that after many weeks of trying does not work. I have tried to follow the DTG process to obtain support, but now feel stuck, with a route that does not work and unable to get any practical help to resolve the issue with the Huddersfield Line. Any suggestions from the community who have manged to get some practical support from DTG would be greatly received?
Have spoken to support and they said you need to send to them in a response to your ticket step 12 on the list that was given and we have tested the issue and can't seem to reproduce so its more than likely due to external factors.
Thank you for responding to my request for help which has been ongoing for months now via forums and support tickets. I have taken a few days, so I can post a more considered reply as I find the response for a request for support truly staggering. The Issue: After buying the Huddersfield Line DLC from Steam in Black Friday Sale the route causes “temp dump errors” in the Slaithwaite area. “Temp dump errors”, being by your companies definition, “problems within TSC”. These errors cause system crashes and makes the route unusable for me. Quality Control: One fixing patch has already been released since the route was released, plus your company has confirmed a second patch will be needed, to be released at a yet unknown date, to fix even more known errors plus those that where either “forgotten” or have not been initially fixed correctly. (Including routing marker issues at Slaithwaite). DTG proposed solution: That the issues must be “local” my end, and unless I do a fresh install of the game, all DLC and addons, your company are not prepared to offer any further support. 50 hours work by my calculations plus inherently dangerous for the risk of breaking everything else that currently works fine, and not to mention the in-depth knowledge and IT / TSC skill set required to do this. On top of this, you are now insisting that I supply highly specialised reports from point 12 of your technical fault find guide. No mention is made on the guide as to how to generate or find these reports. My proposed solution: Option 1 – release the second patch to see if it fixes the known errors.(preferable) Option 2- refund. (last resort after months waiting for a satisfactory fix) My conclusion: Your company seems to be in denial that these errors could be caused by the mistakes contained with this route, and instead would rather put the errors down to “local issues” my end (despite all other DLC working perfectly fine). And before it is stated again, “well the route works fine for me” or “we cannot replicate errors”, a quick search will show plenty of issues for this route by those that have took the time to feedback on forums or submit tickets to report them. From my experience following this error reporting process, if the response is put the errors back to the customer, deny and not release the fixes you already hopefully have in place, then it’s not worth bothering with your companies products and support. I know its only a Train Simulator game and there’s worst things going on, but I have purchased something that does not work so what should I do? Just let DTG have my money for nothing in return or reach out and try and seek a workable solution!
Well... DTG has a track record of asking for feedback and then doing nothing about it - with the occasional exception. You can either accept the game as is, focusing on what works, or sadly move on. There are various issues now at least 8 years old, that have never been looked at despite clearly the entire community suffering from them and regularly having to describe the workaround to the next round of new players. I don't mean convenience, but stuff that causes crashes and garbage data which in turn causes misplaced scenarios and other hiccups. And many of these are in the ballpark of ten minutes of actual work, plus a bit of research. There is a current feedback thread which is about the 6th iteration that I see, the previous five being casually dropped and ignored after some empty promises. ... Yes, you are reading it right, I have absolute zero trust. but it also gives freedom. I don't have to haggle, beg. I have full power, except for changing the game of course. Without hope, I just know I either accept things or I move on.
Apart from some QD start/dest combinations giving a pathing error, I've had no troubles running this route at all. Also those Slaithwaite issues do not appear on my side. Is there a way to reproduce these CTDs?
Do you get the Temp Dump error at Slaithwaite with all stock or just some? I keep trying to replicate it but nothing so far on my computer and I'm using different 3rd party stock
Have tried the Huddersfield Line with the included DLC stock, plus various stock (AP150 / JT Voyager / ATS 185/ Class 45 / Class 31) and yes still get dump errors when approaching Slaithwaite. (about 5 seconds after the iron bridge on approach, just before the opposite side platform comes into view). This also is where the marker and AI spawn point for Slaithwaite would activate. I have done a bit of testing today, and have deleted the Station Markers and AI Spawn points at Slaithwaite. Have not tested extensively as ran out of time, but my first run in the Default 158 I did manage at last to get pass Slaithwaite without a temp dump error. This for me, is pointing even more to the fact the errors lies within the Slaithwaite markers within the route, and not the "local issues to me" that has been proposed as problem.
WCR Have you cleared the TSC in-game cache (NOT verifying gaming files) Did you ever look at "View Reliability History" or Event Viewer to see if there was a Windows-reported error at the crash? Have you run Logmate, Dxdiag to see if they show any errors? Might be worth looking at windows diagnostics - sfc/scannow, DISM, etc? Have you tried 'manage my DLC' via steam unticking the route exiting steam and deleting the folder GUID xxx105 in \STEAM\steamapps\common\RailWorks\Content\Routes\00000105-0000-0000-0000-000000002023. Open Steam and re-tick the route again. Let it do the reinstall and try the route again.
Rather than going into the specifics on this thread of the issues I have, I was aiming to get some feedback on how anyone has successfully got some support from DTG? Something along the lines of I reported this issue, with this route, raised a ticket and someone investigated, recognised the problem and advised me how to fix it and a patch was eventually released, with a view of me hopefully following the same process. The situation that I have been left in by DTG support, is that I could only get a refund if the fault is reported to Steam (a third party) within the first two hours of using the DLC, which for my issues would be highly unlikely to be achievable. So I am then left going down the DTG support route to try and resolve the issue, have raised a ticket, got a standard technical guide email response and diagnosed that the issues must be my end. In order for DTG to offer support I need to uninstall everything TSC related that currently works correctly, run reports and diagnostic solutions way above my IT and skill set. In my limited experience with other game support department, such as Microsoft Flight Simulator or DSC (different budgets I know), the community managers seem to take ownership of the issues on the threads and keep players informed as to how they are handling the issue, or pass the issue onto someone who can help.
Well, if other users aren't experiencing the issue, it's pretty standard to request cooperation. You could (should) rename your existing RailWorks folder and then let Steam reinstall it, either all of it or just the route you are investigating. If the problem persists, it's clearly an artifact issue, still specific to your type of computer but something more generic. If, however, it doesn't, that might mean that you have something conflicting with it, such as an AI train that wants to spawn at the specific location, causing a crash. If you don't, it really becomes an eye staring contest. (I also dread reinstalling my TS, not really due to the instant ISP suspension due to content - I can toggle off everything one by one, it's super fun, also good practice for 300 APM games, just 450 clicks - but my workshop subs. I would survive if they would somehow disappear but I'd rather not delete them, however upon reinstall, I'll most certainly get into the infinite loop of crash as I have more than just one.) (Rest of my experience is an earlier post.)
You have to remember that DTG cannot see your computer, They can't see what is happening. That is why they will ask you to do this stuff for them. Especially if they are unable to recreate the crash you are getting. 90% of issues can be fixed with the old "turn it off and on again". or in this case, a clean install. As was mentioned above, Rename the current railworks folder to something like 'Railworks old' and install a clean DTG/Steam only install and see if it is still crashing, then bit by bit readd third party addons from the backup to see if it causes the issue at any point. Yes its time consuming but DTG are trying to offer help and you are simply refusing to accept said help.
I've just read that thread and unless I missed it nowhere did it say he even contacted DTG let alone they recommend he replace his PC, I know that he said " before I ask DTG for help (and they tell me to turn [sic] all my settings down to minimum...sigh) I thought I would ask here first." but I didnt see any further mention of communication with DTG.
I have never "refused to accept said help", but for my level of knowledge and skill set this is not practical for me to uninstall and re-install every DLC, to fix a problem relevant to one piece of DLC that is known still to contain errors. My Railworks file is way too big, and contains way to many items, some of which may no longer be available (including DTG items). The fear of breaking something else that works fine is just too risky. The DLC comes with a list of dependencies, so surely the DLC should not be straying too far from those dependencies? Should it not be the case the developer should make sure these dependencies work first before DLC release? (I think its called testing) For instance, how would me uninstalling JT Western Mainlines help in identifying an issue with DTG Huddersfield Line? Its very convenient for DTG to state reinstalling everything as one of the conditions before offering any support - they probably know for the vast majority wont be able too. There is also the time issues, literally at least 50 hours of work, with no guarantee of a fix at the end of it. I see 390001 reported an issue to AP about the signalling pack that was released last week, they seem to have acknowledge this issue, investigated, fixed and release a patch within a few days... so it can be done. (I wonder if AP asked for everything to be uninstalled before offering support?) There is another fix ready to go DTG have advised for the Huddersfield Line (the route I have issues with), but the community manager on this forum have gone very quiet about when it is going to be released. Hopefully its in testing! So as per the title of the thread, if anyone could share some experience of how they actually managed to get any DTG support that would be most helpful for me to be able to follow?
I wasn't saying to uninstall everything. Just create a second Vanilla installation. This will allow you to determine if it is indeed a DLC specific issue and not some 3rd party addon that you had no idea was even installed that is playing havoc (ie 2 assets with the same name/ID) Go to the Folder you have installed TS into and rename it Railworks_old or something similar, then Steam will think that it is uninstalled and allow you to install a clean version elsewhere without affecting your current install. Then run TS as Vanilla to get the information that DTG has asked you for. Once that is all done you can delete the vanilla and rename the old folder back to Railworks and steam will be none the wiser that anything changed. The way people get help with a Support ticket (whether its for TS or some other piece of software) is to get the information that the support team ask for so that they can better diagnose the issues. What i said above is what i have done in the past and has allowed me to confirm whether it is indeed a DLC issue or a 3rd party issue (has been both in the past)
