Cold Enemy Gaming Support

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Refund a game

Cold Enemy Gaming Studios sells their games over various platforms like „Google Play“, „Steam“ or „Epic Games“ and relies on their refund policies. Please contact the platform from which you bought our game or follow their refund instructions linked down below.

My Game does not start

We are sorry to hear that you have trouble to start our game.
Try following instructions to make it work:

Please ensure that your computer meets the minimum system requirements.

Other programs on your computer may be conflicting with your game. Please review our FAQ on programs that may interfere with your game. Even if you do not find any programs that might be causing an issue, please verify your game files and try running the game again.

Reinstalling

Open the platform from which you bought our game and try reinstalling it

For Steam: Find our game in your library → right click it → select „Manage“ → select „Uninstall“ → wait a second while Steam uninstalls your game → download our game again

For Epic Games: Find our game in your library → right click it → click „Uninstall“ → wait a second while Epic Games uninstalls your game → download our game again

For „Google Play“ / Android devices: Find our game between your Apps → hold it long until options pop out → select „Uninstall“ → wait a second while Android uninstalls your game → download our game again over our Website or over „Google Play“

Try deleting your save game

Sorry to tell you that, but your safe game may have corrupted and can’t be loaded properly.

    1. For Pc (Windows)
      1. Open your Explorer
      2. Go to „C:\Users\USER\AppData\LocalLow\Cold Enemy Gaming“
      3. Select your game and delete the „.ceg“ file
      4. Restart your game
        If it still does not start properly, try reinstating your game.
    2. For Mobile (Android)
      1. Find our game in your Apps
      2. Hold our game until advanced options pop-up
      3. Select „Advanced options“ or the info icon or „App-info“
      4. Select „Storage“ or „Storage options“
      5. Select „Delete Cash“
      6. Restart your game
        If it still doesn’t launch, follow the instructions again, but delete „App Data“ and „App Cash“ and try restarting again.
        If it still does not start properly, try reinstaling your game.
Programs Which May Interfere with your game

There is always the potential that applications running on a machine might negatively affect the performance of your games. Certain applications can even lead to more serious issues such as connectivity losses and application crashes. If you are encountering poor performance, it may be necessary to investigate other applications on your machine and possibly disable them for testing purposes.
It is always a good idea to work with a specialist to help determine how these applications are set up on your machine, while also ensuring that nothing is interfering.

Identifying the Problem

The types of applications you are using will affect your computer differently depending on what these applications are designed to do. The following list explains some of the more common types of applications, as well as what to look out for in terms of interfering behavior.

Antivirus Software

Antivirus software hooks very deep into user systems and can affect disk and network operations, which will cause issues with communications between you and various servers we use for achievement tracking or similar. Some games also use copy protection technology that can appear as malicious software to an AV scanner, resulting in potential false-positive alerts.
You’ll want to ensure that your AV software is not interfering with your game. You may also need to add exceptions for your game in your AV configuration.

Virtual Private Network (VPN) Software

VPN software has the potential of preventing your game from accessing the various networks like “Steam network”. If a game requires network capability, it may also interfere with that connection.
You’ll want to ensure that your network is configured to allow the traffic of your game.

Anti-Spyware Software

Aggressive spyware detection software can block your game from receiving updates or prevent connection to content servers.
Certain features might also not function whether your web traffic is being aggressively monitored by an anti-spyware or other web security applications.

Firewalls & Security Applications

Certain firewalls and firewall configurations may prevent your game from talking to its servers. It may be necessary to add exceptions in your firewalls for your game if you discover that this is the cause.

Peer-to-Peer (P2P) Clients & File Sharing Software

P2P programs have the potential to consume a large portion of your bandwidth or other system resources if not properly configured. This can prevent connections or traffic that your game depends on, while also interfering with resources required by games. It is not recommended to have file sharing applications active while you are playing our games.

FTP and Web Server Applications

As with P2P programs, these programs are generally very bandwidth-intensive and have the potential to generate issues with your game. Examples include database, HTTP and many other types of dedicated server software.

IP Filtering/Blocking Programs

These types of programs are explicitly designed to limit what type of traffic is received and sent through your network. These are typically found in institutional and corporate networks, but can also be used on personal computers. These programs are known to cause issues with game connections.

Download Accelerator and Download Manager Programs

These programs curate your network experience, resulting in the possibility that your game and game traffic may be hindered.

Disabling and Testing

Issues related to any of these types of programs may be resolved by exiting and/or disabling the program and then exiting and restarting your game. For certain applications, a system reboot may be required after you have shut down or disabled them.

Hidden Processes

Many applications are configured to launch when a computer starts. These might not even appear in the Windows task bar, but may still be among some of your active processes using your system’s resources.
Because of the complexity of these systems and the expertise required to make changes to them, we recommend working with an expert to ensure that nothing damaging is done to your computer, while also ensuring that hardware, applications, security and network are all setups to work together without conflict.

 

Bug report

If you want to report a bug, please use the „Steam Community“ page of the game or contact us via Discord.