General Debugging Steps / How to Post Issue Reports

Any issues, problems or troubleshooting topics related to the Prepar3D client application.
Adam Breed
Lockheed Martin
Posts: 1369
Joined: Mon Sep 20, 2010 6:17 pm

General Debugging Steps / How to Post Issue Reports

Postby Adam Breed » Tue Jan 10, 2017 3:47 pm

Hello,

The follow is a guide for some basic debugging steps and how to helpfully post error reports.

Before proceeding, please be sure to review the FAQ. The FAQ will often address common issues: The following steps should be taken to help narrow down any issues and provide us with more information.
  1. Update Prepar3D to the newest available version. Support will not be provided for legacy versions.
  2. Fully update your system. This should include running Windows Update and updating any drivers to the newest version. It is critical that the newest graphics card drivers are installed on your system.
  3. Restart your system.
  4. Confirm your graphics card is set to properly execute Prepar3D.
    Use the appropriate video card software to configure the graphic card’s control of Prepar3D. For NVIDIA graphics cards, open the NVIDIA Control Panel, select Manage 3D settings, and set the Preferred graphics processor to High-performance NVIDIA processor. You can also set Prepar3D.exe’s preferred graphics processor directly under the Program Settings tab under Manage 3D settings.

    Verify the fix was successful by opening Prepar3D and selecting Options, Settings, and under Full Screen Settings you should see the correct graphics card listed under Display.

    If the correct graphics card is not listed, please follow the next step and restart Prepar3D.
  5. Remove your generated files.
    Delete the following generated folders/files. This will result in any add-ons being removed/disabled.
    • %PROGRAMDATA%\Lockheed Martin\Prepar3D v4
    • %LOCALAPPDATA%\Lockheed Martin\Prepar3D v4
    • %APPDATA%\Lockheed Martin\Prepar3D v4
  6. Install/reintroduce each add-on and attempt to confirm the error is present. If an issue is discovered with an add-on, we recommend directly working with the third party developer to resolve the issue. If the third party developer finds an issue they need support with, they should reach out to the Prepar3D team directly with details.
  7. Disconnect any additional USB controllers/keyboards/mice and attempt to start Prepar3D. If Prepar3D starts with all additional input devices disconnected, reconnect each device until the offending device is found.
If these steps do not help resolve the problem, please Search the forum. If your issue is not found, please create a new forum topic with a clear subject and detailed reproduction steps.

Reproduction steps should be a clear way for a developer to cause the error. It should be a step-by-step guide. Please make sure the steps are detailed as possible. Additionally, please note if it is reliably reproducible or if it is intermittent.

Finally, include the following information in your report:
  1. Prepar3D version
  2. Operating system
  3. All add-ons installed (applications, scenery, vehicles, etc.)
  4. Hardware (graphics card, CPU, RAM, displays, etc.)
  5. Changes made to your system – overlocking, graphics accelerators (NVIDIA Inspector), debuggers
  6. Changes to Prepar3D's settings or configuration files
  7. Crash logs or error messages
Thank you for your interest in Prepar3D and it is a pleasure to have you with us,
Adam
Prepar3D® Engineering Project Manager

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