Troubleshooting

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Blocked / Virus

Staxel might get blocked by browsers, Windows smartscreen or virusscanners.

As far as we can tell these issues will go away when Staxel is more popular and gets whitelisted by these products.

To the best of our knowledge Staxel, the launcher and the installer are safe. (Unless you didn't get the files directly from us !)


The installer as scanned by virustotal ( 2015-12-4 ) https://www.virustotal.com/en/file/cd9e6802a5052ab8c65003afbd77055f5612a6dae30aea64be8b73f073822a03/analysis/1449247113/ ( 2015-12-10 ) https://www.virustotal.com/en/file/8b096a2d691b689265bb27769f0795d8bfb57c0f1dc4af1c1ede5feeeb097dc9/analysis/1449761527/ ( 2015-12-10 )Launcher: https://www.virustotal.com/en/file/f4160407eb4b5bcd48d338dd82a8068bebed3f902b9268c396b205a4838e14e6/analysis/

Steam

What steam support has to say about antivirus https://support.steampowered.com/kb_article.php?ref=4361-MVDP-3638

Known issues

2015-12-4 : Avast blocks the installer. (No notification, installer doesn't show a window, process hangs in the taskmanager)

2015-12-10 : Total 360 thinks the launcher is a trojan.

2017-04-07 : Turning off win10 firewall breaks fonts.

Sites to report files as false positives

https://www.avast.com/contact-form.php?subject=VIRUS-FILE


Common Issues And Their Resolutions

Q: A PREMIUM ACCOUNT IS REQUIRED ON THIS SERVER.

A: You may not have registered on the launcher using the key that came with the Humble Bundle purchase to upgrade your account.  


Q: EXTERNAL COMPONENT HAS THROWN AN EXCEPTION

A: Make sure your speakers are plugged in and working properly.


Q: SCREEN LOOKS SCRAMBLED, ZOOMED IN OR STRETCHED

A: Go to Options > General > Graphics and set the field of view back to “75” (default).


Q: ERROR ON LAUNCHER - “While unpacking CompressBundle, mismatched hash for ...”

A: This problem is sometimes encountered due to an antivirus program blocking the installation. Please make sure to add the Staxel directories to the exceptions list in your antivirus' settings.


Q: STAXEL HAS BAD PERFORMANCE

A: Turn down all your settings in Options > General > Graphics and then turning them back on individually to find the highest settings that will run smoothly on your computer. If you’re on a laptop make sure Staxel is using the best graphics card available. To do this, right click on your launcher and select “Run with graphics processor <Your dedicated card>”


Q: GAME STOPS RESPONDING WHEN I CLICK PLAY

A: This problem is sometimes encountered due to an antivirus program blocking Staxel from running. Please make sure to add the Staxel directories to the exceptions list in your antivirus' settings.


Q: "Access to the path "Staxel.Client.exe" is denied." ERROR POPS UP WHEN UPDATING STAXEL

A: This issue is likely related to having the game running still (or crashed in the background) or a virus scanner holding the file.


Other Issues

Q: "Why are some villagers and players green?

A: This is a rare issue causing Character Accessories (Player Hair's, Bodies etc) to either not load the colours correctly or display incorrectly. This seems to concern a display that has an incorrect/broken .icc. Try setting any monitor changes back to default. This article may be of use.



If you're running into any problems and can't find any answers, please email team@playstaxel.com or visit either our forum or our discord server for support!