General troubleshooting checklist

[Ivar Hill]

If none of these steps resolve your issue, you can contact support here:
villagers-and-heroes.com/support

This is a list of general troubleshooting steps to take when the game does not work, or shows issues while playing. None of these steps guarantee that your specific problem will be fixed, but these actions tend to fix the vast majority of issues.

The steps are listed in order of severity. There is no need to do everything on the list - indeed, some of the last things are far more severe and should only be done if nothing else helps. You will want to check in between each step and see if that fixed the issue, and if so no further actions need to be taken.

1. Restart the game. This is an obvious first step, but always worth trying.
2. Restart your computer. This tends to help in some cases.
3. Verify game files. This helps in case part of the game has gotten damaged or corrupt. If you use the Steam version, right-click the game in your library, choose Properties, go to the Local Files tab and click "Verify Integrity of Game Cache". If you do not use the Steam version, you can do this directly from the game launcher.
4. Check for Windows Updates. Sometimes issues are caused by Windows and running Windows Update may help - this is especially true after major Windows patches which may have follow-up updates. Check this article for instructions on how to check for Windows updates.
5. Update your DirectX version. Download this (large orange button) and run it. This may help graphics-related issues.
6. Reinstall the game. Like the above, this will reset your in-game settings but you will not lose any character progress. You can uninstall the game through the Windows control panel, then install it again - either here or on Steam if you use that.
7. Reinstall/update your GPU drivers. This tends to fix graphical glitches, crashing, or the game not starting. This is not strictly related to V&H, and will affect all games and GPU-reliant software on your computer. That said, usually for the better! Instructions for how to do this can be found here.

In addition to this list, please see this thread for notes on framerate and graphics settings.

 

[Ivar Hill]

How to update your GPU (graphics card) drivers

The first step is to open the Device Manager to determine whether you are using an Intel, AMD or nVidia graphics card. How you do this vary depending on your operating system. If you already know what GPU you have, you can skip this step.

Windows XP
Right-click My Computer, click Properties, click the Hardware tab, and then click Device Manager.

Windows Vista and newer
Open the start menu, type in "Device Manager" and open the first entry in the list.

Once the Device Manager is open, click the plus or > symbol next to "Display Adapters". Now note the name of the item that appears below.

• If it contains "NVIDIA" or "GeForce", you are using an nVidia card.
• If it contains "AMD", "ATI" or "Radeon", you are using an AMD card.
• If it contains "Intel", "GMA", "Extreme Graphics" or "HD Graphics", you are using an integrated Intel card.

Download the drivers
Now you can download the most recent drivers for your particular card.

If you have an nVidia card, download GeForce Experience here:
http://www.geforce.com/geforce-experience
Within GeForce Experience, you can then choose to update your drivers.

If you have an ATI card, use this:
http://www2.ati.com/drivers/auto/autodetectutility.exe
It will automatically detect your card and give you the most recent drivers to install.

If you have an integrated Intel card, use this:
http://www.intel.com/content/www/us/en/support/detect.html?iid=dc_iduu
It will update your GPU drivers as well as the drivers of any other Intel hardware you have.

 

[Priest Daimheach]

Ivar, some of the links in this post are dead. Could you maybe update the post?

 

[Ivar Hill]

Updated this thread to change/remove dead links.

 

[Priest Daimheach]

Updated this thread to change/remove dead links.

Could you repost the instructions on how to delete game files? That was the link that a friend needed. It appears that the information was just deleted from the post.

 

[Ivar Hill]

I will probably rewrite that particular guide at some point, but for now doing step #6 (reinstalling the game) will yield the same results - and might even be more effective.

 

[BBlue]

not one of these fixed my issue with the recent patch that caused me not to be able to get in game, I had to do a full pc recovery which if all the above steps fail any1 else on pc, recovery maybe the only option left to try but I would only use it as a last resort because it will remove all files including the game, if doing full recovery, part recovery didn't help, this happened on a 8.1 windows, thought I put it out there for others who might experience it at some point as a suggestion but try the above steps first Ivar has. The full recovery fixed many issues with the game that I was having to it was running very smooth gameplay after that.

 

[PureHeurt]

Is it possible to run this game on a MacBook Pro? If yes, how do I install it as the App Store does not display the normal download symbol when I go there on my MacBook Pro?

 

[PureHeurt]

not one of these fixed my issue with the recent patch that caused me not to be able to get in game, I had to do a full pc recovery which if all the above steps fail any1 else on pc, recovery maybe the only option left to try but I would only use it as a last resort because it will remove all files including the game, if doing full recovery, part recovery didn't help, this happened on a 8.1 windows, thought I put it out there for others who might experience it at some point as a suggestion but try the above steps first Ivar has. The full recovery fixed many issues with the game that I was having to it was running very smooth gameplay after that.

A few months ago, a new update to this game was installed on my PC, and the PC would not start up. The couple of updates before that one required me to delete the game and then install from scratch. I did this the time the machine failed to start up after the install. I am not a PC expert, but it was all I had since 13 year old Mac Tower had failed months earlier. Any help would be appreciated.

 

[Ivar Hill]

Is it possible to run this game on a MacBook Pro? If yes, how do I install it as the App Store does not display the normal download symbol when I go there on my MacBook Pro?

There is no native macOS version. You could play the PC version on a MacBook through Bootcamp, but there's no way to run the game natively directly in macOS.

 

[PureHeurt]

There is no native macOS version. You could play the PC version on a MacBook through Bootcamp, but there's no way to run the game natively directly in macOS.

Thank you. Never heard of bootcamp, but I survived one in 1972!

 

[Drupi1]

hallo, ich weiß nicht ob es hier ihr gehört aber ich habe nun seit 3 wochen ein problem. Ich kann aus meinem Questbuch keine Quest mehr in den Tracker ziehen, neue Quests fallen, wenn dort Platz ist wie gehört rein. ich habe schon einige fehlerreports geschrieben aber nichts getan. es gehört mein ganzes gem. mit den Zeichen Drupi1, Rascal, Peterle, Gipsi und Drupi2
.

 

[IrishElf]

hallo, ich weiß nicht ob es hier ihr gehört aber ich habe nun seit 3 wochen ein problem. Ich kann aus meinem Questbuch keine Quest mehr in den Tracker ziehen, neue Quests fallen, wenn dort Platz ist wie gehört rein. ich habe schon einige fehlerreports geschrieben aber nichts getan. es gehört mein ganzes gem. mit den Zeichen Drupi1, Rascal, Peterle, Gipsi und Drupi2
.

Open the quest and there should be a button you can click to track the quest.

 

[Obould]

What is an authcode?

 

[Frostalite]

I had this problem for a couple days: Every couple of minutes I would get either the poor connection or lost connection to server icon. I would rubberband or not be able to do anything respectively. Very annoying and I missed completing one of the 95 elders.
This morning I restarted both my router and modem. That seemed to solve the problem. Maybe this step could be added to the list above.

 

[happy]

With one of the replay, I easily installed the game on my Macbook Pro. But Once I surf other sites on Google I am not able to start the game again. i.e Omegle. Is there any kind of cookie issue. Because I am using third party cookies in the browser for personal uses. If anybody knows what is the correct solution then DM, please.

 

[inmysights]

I have been trying to get your game working since the summer of 2018, tried to install the client and when launching the game nothing happens it just starts and then closes. This happens with both the steam client and the standalone client. I have up to date drivers on all my software and hardware. About 15 months ago I even decided to reinstall my OS to play the game and it still did the same thing. I really enjoyed the game and was in a really damn good guild. I have been wanting to get back but I am giving up trying this has been way to long to get your game in a working state for most users.

 

[Vladimir2712]

Здравствуйте! Почините пожалуйста версию для ПК! Поддержка не помогает. Уже 2 недели как обращался 2 раза. Играю уже больше полугода. В Стиме только нового персонажа можно завести. А мне нужен мой аккаунт. Пробовал все варианты , даже переустановил Windows , ничего не помогает.

 

[Rattus]

Здравствуйте! Почините пожалуйста версию для ПК! Поддержка не помогает. Уже 2 недели как обращался 2 раза. Играю уже больше полугода. В Стиме только нового персонажа можно завести. А мне нужен мой аккаунт. Пробовал все варианты , даже переустановил Windows , ничего не помогает.

Запуск от имени администратора пробовал? (только для того, чтобы обновить игру, постоянно так играть не рекомендуется Ж)

Have you tried running it as an administrator? (just for updating the game, playing as admin all the time is not recommended

 

[Vladimir2712]

да конечно) и драйвера обновил с msi - оригинальные , и С++ до 2015 и видеодрова, Microsoft .NET Framework .
Мало того со Стима версия работает же. Но в стимовской версии создаётся новый перс. А мне нужен мой, выращенный за полгода. Да я в игру захожу на андроиде , но только занимаюсь делами на ферме. Много делать не могу, быстро устают глаза. Мне нужно восстановить версию для ПК. 2 дня назад установил новую винду. Результат тот же.