Archives

Category Archive for: ‘Support’

Render Update

UPDATE Friday June 17 1300 CEST

We have just rolled out a set of hotfixes to improve the game performance. These are a fix for a memory leak in render engine (that lead to out of memory crashes). We have optmized the the DirectX 11 render to use a bit less memory in total. We have added an updated fix for render threading to reduce micro-stuttering and freezes AND a fix for the action game not closing properly if mission ends during loading.

Yesterday we rolled out a brand new update to the render engine, a core component of the game, with the purpose of making the game run faster and smoother. Before releasing it we did an extensive internal test and following release we asked you for feedback and started closely monitoring how it performed out in the “real world”.

It is clear that there are still a number of different issues with the DirectX 12 render causing problems for you out there. Instead of hotfixing these a handful at a time, we have decided to disable DirectX 12 support, for now, in the new render engine.

Alongside this we are also adding a fix for micro-stuttering that has affected players regardless of DirectX version.

We are extremely thankful for all the good and detailed feedback you, have given us and this information is solid ammunition for continued optimization!

We’re sorry that the render update caused issues for you and we would like to give you all a voucher for 24hr FREE VETERAN MEMBERSHIP that can be activated until Thursday June 23rd 2016, Noon CEST (click to see when this is in your timezone). So make sure you use the voucher BEFORE this time to activate your Free Veteran Membership.

The voucher code is

RENDERJUNE16

HOW DO I USE THIS VOUCHER?

  1. Go to http://game.heroesandgenerals.com/ or launch the game on Steam.
  2. Log in
  3. Click the Menu button (cog wheel) in the top right corner
  4. Click on the “Redeem Voucher” button
  5. Paste or type in the voucher code “RENDERJUNE16” and click “OK”

Support site update

We are in the process of updating, changing, adapting and improving how our support site works.


The site has been updated as you can see above, and we want to streamline how support works, answers questions, helps in general etc.

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Angry Database Server!

GRRRR!!!!!

One of the main database backend servers has decided to start toasting its memory chips. This is a “Bad Thing” and we have a group of highly trained memory-chip replacers working on replacing the faulty memory. We unfortunately haven’t been able to get an estimated time for the fix out of them so far.

Sorry for any inconvenience!

Below is a picture of a German night patrol on MC. I thought it was more interesting to look at than a picture of a broken memory chip

Night patrol on MC

 

Support is growing!

Hi all!

With the increased number of players and in preparations for the open beta, the demand for more support is on the rise. I have therefore over the last couple of weeks been in the field looking for more medics to join the field hospital, and I am happy to introduce our newest field medics to you. Please assist me in giving Reto.Gargamel and Reto.Hanzyl a warm welcome!

The support team is now an astounding number of 4 geeky gamer nerds and we are here to help you the best way we can!

reto-support3

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What happens behind the curtains in support?

blog_support_01 So this is what you normally see as the support center, but what happens when you have submitted your ticket?

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Player reporting and Panda’s

The amount of players is increasing fast, lots of new faces (well, names) are seen online every day and while most are kind, helpful and fun to play with, sometimes tempers flare and complaints, and player reports, fly. I have decided to write a bit about player reporting and the current challenges we are facing in the area – and what you can do to help us.

panda1  These pandas are not violating Terms of Service

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What are you waiting for soldier? We need heroes on the battlefield and generals to lead them!