General troubleshooting checklist

[神一样的人]

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.

Hi, administrator, I'm really sorry. I hope you can do me a favor. Maybe it will cause you some trouble, but I still hope you can help me. I'm willing to pay any price as a reward. Because I am a Chinese player, my English ability is really poor, so I can't understand the official game forum. So I hope you can help me to contact the official customer service. The thing is, my three friends, They were all sealed, and even one player's account was cancelled. They were retaliated by a Chinese administrator whose account is (mod edit), and another player named Aimi hab. Because they quit their guild and took away the resources and equipment they shared, the Chinese administrator, I held a grudge against them and retaliated against them. My English ability is too poor. I really don't know how to report this situation to the official, so I hope the administrator can help us at your door.

 

[mrogan]

Hi i can help you . And hopefully you do not not get blocked from the game .

 

[reaallly]

It so sad Cant play on PC. Maybe its regional restrictins. The game stops at patching step. "Unable to download launcher" "The patcher cannot be started"

 

[Majenta]

It so sad Cant play on PC. Maybe its regional restrictins. The game stops at patching step.

It may also be your antivirus. Make sure you have game, launcher and patcher all listed as exceptions to the firewall.

 

[reaallly]

It may also be your antivirus. Make sure you have game, launcher and patcher all listed as exceptions to the firewall.

ty but its not the firewall. tried on 2 PCs still patcher doesnt start Just 3 months ago was OK

 

[IrishElf]

It still could be your antivirus program either stopping the download or breaking it so the game will not load. It used to happen to me and I'd have to disable my virus program (not recommending). Or you have to add the game to your exceptions. A recent update to your virus program might have tagged the games python base as a problem. It is known that in the past some programs would disable that part and the game would not load.

I can see my virus program "looking at" the game at around 45% loading where it stops for a couple of seconds, then continues loading.

 

[reaallly]

maybe it works . not for me: everything is added in exceptions, all kinds of firewalls are switched off . The problem with patching/launching on win 10 came in summer /

 

[reaallly]

the server doesnt let client download

 

[Snow_adams]

Hi there recently keep getting a low memory error while playing for switching between my toons. I have 32gb memory on my pc with an I7 so i have more then enough memory any idea why this will happen

 

[Snow_adams]

Any any suggestions on the above issue still happening