Dear voiders,

There are a few reasons which could make the game unable to run. Here are the ones we are aware of, solutions to these problems and/or the current state of their resolution.

Important: if you would like to report an unreferenced issue, please be sure that your computer meets the hardware & software requirements (see the store page on GOG) and that your operating system is up-to-date.

If your game can't start and your problem is unreferenced, please verify if the crash.log file exists and post its contents here. This file can be found in the following directory:
- Windows: "%USERPROFILE%/AppData/LocalLow/Flying Oak Games/NeuroVoider"
- OS X: "~/Library/Application Support/Flying Oak Games/NeuroVoider"
- Linux: "~/.neurovoider"
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Table of content:
1. Game won't run if the Avast anti-virus software is installed & enabled [Windows Only]
2. Game crashes at launch or during loadings, and the crash.log file mentions "Loading thread failed" or "There is not enough space on the disk"
3. Game won't run and a message is asking you to update your soundcard driver and verify your speakers
4. Game won't run and a message is asking you to update your graphics card driver

*** 1. Game won't run if the Avast anti-virus software is installed & enabled [Windows Only] ***

Typical symptom:

Game launches, but nothing happens and the game stays in the running processes.

Cause:

Since mid-November 2015, we are getting reports that the game doesn't start anymore and that the game stays in the running processes without doing anything.

This is a problem related to the Avast anti-virus software which was introduced by Avast in one of its recent updates. This problem may affect several other games and software built with the same technology as the one we're using.

Temporary solution:

There are a few different solutions (ordered from safest to the least safe):
- Change your anti-virus software (strongly recommanded).
- Whitelist the game (in Settings, Active Protection, select Customize for FIle System Shield Settings, then select Exclusions, and add the directory where the game is installed to the list).
- Deactivate Avast "DeepScreen" option in the General settings.

If really needed, deactivating Avast should work, but this is highly not advisable and would put your computer at risk.

Fix state:

Won't be fixed. Please read if you care about your own security and ethics.

We've been trying to talk to Avast about this issue for quite some time now, and it turns out they are not really caring about it. There is a known workaround to this, which implies us paying about $200 per year to "code sign" the game and get listed as a trusted software by Avast... which we are not going to pay for the following reasons:
- Signing code requires to buy a certificate from very specific authorities which are basically lobbies behind which there are price fixing. Note that these certificates must be renewed every years and that if we want a game to continue working for the next 20 years, we'll have to pay as many years (it basically time-bomb a software if the company which created it ceases activities);
- Signing code doesn't make a program any safer to the end user (malicious software can be signed too, and signing can be usurped);
- Avast is ignoring a security issue, putting users at risk.

We feel sorry about this situation. As game developers, we would like that anybody can enjoy our games no matter your personal liking in anti-virus software (or any other things). We hope that this will raise some awareness on abusive practices.

If you come up with the idea to switch to a different anti-virus software, we'd like to suggest NOD32 or Windows Defender (the latter is free & included with Windows).

*** 2. Game crashes at launch or during loadings, and the crash.log file mentions "Loading thread failed" or "There is not enough space on the disk" ***

Typical symptom:

Game launches, but crashes right after the window appeared without any message, or crashes during the level loading.

Cause:

Your computer is running out of free disk space, or NeuroVoider is running with low privilege or possibly in a limited/sandboxed user account.

NeuroVoider requires ~100MB of free disk space when running to manage a few temporary and swap files (which are clean up when closed).

Solution:

Running the game with administrator privilege might help.

Otherwise make sure that you have more than 100MB of free disk space allocated to your user account running the game, and that the user account have correct read/write access.

Fix state:

This is not a bug.

*** 3. Game won't run and a message is asking you to update your soundcard driver and verify your speakers ***

Typical symptom:

Game won't run and a message box appears with a message asking to update your soundcard driver.

Cause:

Unknown.

It may be related to drivers, to sound output configuration, to third party audio software...

Solution:

We don't have a solution, but you may help us finding one.

Please send us your "crash.log" file so we can investigate.

Additionally, please run "dxdiag" by hitting the Windows+R shortcut (and typing dxdiag). Diagnostic DirectX Tool should appear. Then click on "save all information" and paste them here as well.

Fix state:

This issue being very rare, we don't have enough feedback and information to clearly identity if it's an issue or a real hardware incompatibility.

*** 4. Game won't run and a message is asking you to update your graphics card driver ***

Typical symptom:

Game won't run and a message box appears with a message asking to update your graphics card driver or that it doesn't meet the OpenGL 3.0 requirement.

Cause:

Your graphics card driver is not up-to-date, and/or your graphics card is not recent enough and lack an OpenGL 3.0 support.

Chances are that your graphics card is an Intel one, and that there is no solution if updating the driver doesn't work.

For more info, please refer to the dedicated compatibility thread:
https://www.gog.com/forum/neurovoider/graphics_cards_incompatibility_list

Solution:

Updating your graphics card drivers to their latest version.

If it doesn't work, the only solution is to upgrade your graphics card by getting a new one.

Fix state:

None, it's not an issue.