Product Support

Product Support Email: support@bfgames.biz

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Quick how-to instructions:

How to create a dxdiag file

  • Open your search bar by pressing the windows key.
  • Win 7: press Windows key. Type “dxdiag” into the search bar and press <enter>
  • Win 10: Type “dxdiag” in the search bar and press <enter>.
  • Click “Save all information”.
  • Save it as a text file on your desktop.
  • How to locate important files we need to resolve a bug as quickly as possible
  • Within the folder %localappdata%\WhiteSilence\Saved the following subfolders are located:

  • Config (contains all Config files and similar information)
  • Crashes (important if you had a crash)
  • Logs (game logs where all the warning and such are logged (depending on the time played that folder can be relative big))
  • SaveGames (Contains the progress savegame)
  • Webcache (Not important for us to find issues (also relative big))

Please create a zip archive that contains all folders (minus “webcache”) and email it to us to zyddie@bfgames.biz.

How to take a screenshot

In Fade To Silence, there are actually two ways to take a screenshot.

ANSEL

  1. in the game, press [ALT]+[F2] (or your custom key setting) to activate Nvidia’s Ansel screenshot tool.
  2. Leave at default settings and click “Take Screenshot”
  3. The screenshot will be saved in your default Ansel folder. There is a hint displaying when you take the screenshot.
  4. Attach the screenshot to an email.

Steam

  1. in the game, press [F12] to take a screenshot with Steam.
  2. In your Steam client, click on “view” in the navigation, and select “screenshots” in the drop down menu.
  3. A new window will open. Select show “Fade To Silence” in the drop down menu.
  4. Click “Show on disk” to open the file folder on your PC.
  5. Attach the screenshot to an email.

How to zip files

  1. Locate the file or folder that you want to zip.
  2. Press and hold (or right-click) the file or folder, select (or point to) Send to, and then select Compressed (zipped) folder.
  3. A new zipped file with the same name as the parent folder is created in the same location. To rename it, press and hold (or right-click) the folder, select Rename, and then type the new name.
  4. Please send us this file!
  5. In the example screenshot shown above it is named Logs.zip

How to attach files to email

There are way too many email clients in use today to cover them all in detail:

So please refer to this post at lifehacker.com that explains, in depth, how to attach files using the major email clients

Please remember: When you send an email, please include a detailed description of what happened and what you did before the crash, how long you played, if you JUST started a new game or continued a save game. The more information you give us to work with, the quicker we can resolve it and publish a patch.

Before you report a bug, please check the following:

  • Does your PC support the minimum specs recommended for Fade To Silence? Please check at the end of this article.
  • Do you use a dedicated graphics card? If you use a Laptop, the chances are that your display adapter is an integrated chip Intel HD-400 or similar. Please note that Fade To Silence requires a dedicated graphics adapter to run properly. If you don’t have one installed, then Fade To Silence WILL NOT work.
  • Are your display drivers up-to-date? If not, then please download the latest drivers from your graphics card’s manufacturer and install them.
  • Please also check if your other device drivers are up-to-date.
  • Check your game setting. Please do not run the game with high settings if your hardware is below the recommended specs.

Fade To Silence

FAQ

The image on my screen is overlaid with green lines.

This bug is related to Nvidia settings, and – as far as we know – occurs only on PC with NVidia graphics cards. To solve this, please change the following setting:

  1. Right click anywhere on your desktop and open NvidiaControlPanel
  2. Select “ChangeResolution” from the left menu
  3. change to “UseNvidiaColorSettings” and leave the standard settings in place.
  4. Save

This approach should fix the green lines.

SteamVR starts

There is a bug with the VR on our side. We will fix it when we can. Right now we focus on performance issues to offer a stable game experience.

For the moment, please unplug your VR headset as a temporary workaround.

The game crashes.

  • We need as much information as you can give us.
  • Please provide a step-by-step instruction that leads to the bug. It makes it easier for us to recreate the bug.
  • Can it be reproduced? Means: When you repeat your action or are in the same situation, does that bug occur again?
  • Save a dxdiag file of your computer (See above for instructions to create this file)
  • Provide your save game and as many info from your save game folder as possible (See above for instructions to create this file).
  • Send screenshots – if you are exploring, take a screenshot from your map. Mark the area where the bug happened and also take a screenshot, if possible.

Help I'm stuck in the world / Something is not working properly.

  • Please let us know and provide as much information as you can give us.
  • Please provide a step-by-step instruction that leads to the bug. It makes it easier for us to recreate the bug.
  • Can it be reproduced? Means: When you repeat your action or are in the same situation, does that bug occur again?
  • Save a dxdiag file of your computer (See above for instructions to create this file)
  • Provide your save game and as many info from your save game folder as possible (See above for instructions to create this file).
  • Send screenshots – if you are exploring, take a screenshot from your map. Mark the area where the bug happened and also a screenshot.

Why is the game performing so slow? Why are there so many FPS drops?

We are working on fixing the FPS issues and performance issues, and going to optimize it for other resolutions in the future”

I hate the six lives system.

We think that a finite amount of lives makes you value your character more and therefore lets you take a more careful approach to the game. If we forewent any consequences of dying, a character’s life wouldn’t be worth much. Currently, the six lives system is not fully implemented. We have plans to adapt it and even add systems that will soften the impact when you must start over.

The faces and animations seem broken, what can I do?

We are working on this issue. Until we offer a patch, please use the following instruction as a workaround:

  1. Open the graphics settings.
  2. Set the view distance option to “High” or “Ultra”.

This should fix the facial animations in the cutscenes.

What PC do I need to play Fade To Silence

Minimum specifications to play Fade To Silence
(Needs to be set to the lowest settings possible)

  • Requires a 64-bit processor and operating system
  • Operating System: Windows 7/8/10 64bit
  • Main Processor: Intel Core i5-2400/AMD FX-8320 or better
  • Main Memory: 8 GB RAM
  • Graphics: NVIDIA GeForce GTX 760 or AMD Radeon R9 270 (2gb or more)
  • Storage: 30 GB available space

Recommended specifications to play Fade To Silence
(Can be set to high settings)

  • Requires a 64-bit processor and operating system
  • Operating System: Windows 10 64bit
  • Main Processor: Intel Core i7-3770/AMD FX-8350 or better
  • Main Memory: 12 GB RAM
  • Graphics: NVIDIA GeForce GTX 1060 or AMD Radeon RX 480
  • Storage: 30 GB available space

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