• I want to report a crash

    What is a crash?

    A crash happens when your game stops functioning and then exits itself.

     

    How do I report a crash?

    Console (Xbox, PlayStation)

    If your game crashes on your console, you will usually see screen that says:

    Xbox: There is a problem with your game or app

    PlayStation: An error occurred in the following application (ERROR CODE): Sniper Elite 5

    When you see this screen, please follow the steps on the screen to submit a crash report and opt to include as much information as possible - for PlayStation this includes the option to attach a 30 second video clip of the crash itself.

    This is really valuable in helping us quickly establish what is causing crashes and get it fixed as soon as possible.

     

    PC (Steam, Windows/Xbox App)

    If your game has crashed, or does not launch correctly, it may have produced a crash report. These are known as crash dump files. 

    Sending these files to us can help a great deal in identifying what may have caused the crash. 

     

    What information is in a crash dump file (.dmp)?

    Crash dump files contain information about the status of your PC at the time of the crash, and about what caused the crash.

    The vast majority of the time we will ask you to submit files specific to Sniper Elite 5 but occasionally we might ask you to submit all of your crash dump files from the time your game crashed. This is to determine if something else perhaps caused the crash.

    The files are only examined to establish the cause of crash and are deleted from our systems once your case is closed.


    How do I find my Sniper Elite 5 crash dump files?

    1. Press the Windows Key and the key simultaneously. This will open the 'Run' program.

    2. From here, type the following:

    %localappdata%\Sniper Elite 5\Crash

    It should look like this: 

    mceclip0.png

    3. Press OK. This should take you to Sniper Elite 5's crash dump location on your computer.

    If you get an error when trying to access this location, it means a Sniper Elite 5 dedicated crash report has not been created.

    4. In this folder, you should see a list of files with the .dmp file extension. Please copy the files where the 'Date modified' is around the same time as the crashes to an accessible place on your PC (e.g. your Desktop).

    5. Please attach the files in a reply to your Support email

     

    How do I find my all of my crash dump files?

    1. Press the Windows Key and the key simultaneously. This will open the 'Run' program.

    2. From here, type the following:

    %localappdata%\CrashDumps

    It should look like this: 

    mceclip1.png

    3. Press OK. This should take you to the location for all the crash dump files on your computer.

    4. In this folder, you should see a list of files with the .dmp file extension. Please copy the files where the 'Date modified' is around the same time as the crashes to an accessible place on your PC (e.g. your Desktop).

    5. Please attach the files in a reply to your Support email

     

    Having trouble or not seeing what you were expecting? Please let us know by replying to your Support email. We'll do our best to help!

     

  • I can't launch the game from Windows/Xbox Game app!


    We are aware and investigating an issue where players are unable to launch the game from the Windows/Xbox Game applications. 

    Please make sure your version of Windows is up to date, the Windows/Xbox Game app is up to date, and please make sure you are signed in to the correct account. 

    Then, please try forcing your Sniper Elite 5 installation to update.

    Additionally please see the following potential solutions: 

    • Create a Desktop Icon, right click and run as administrator 
    • Please log out of the Xbox app, and log back in.
    • Uninstall the game, check for Windows, and Xbox app updates then re-install the game. 
    • Verify your installation location. This can be done though your app by doing the following: 

    Verify and repair your game files in the Xbox App:

    1. Open the options menu in your Xbox App and click "Manage"


    Main_Screen.png

     

    2. From here you will see this menu, please click "FILES"

     

    Manage_Menu.png

     

    3. From FILES Please click "VERIFY AND REPAIR"

     

    Files_Menu.png

     

    4. Once you have selected VERIFY AND REPAIR you will be given a warning box. Please accept. You may find your files are being relocated to a different installation destination.

     

    Verify_Accept.png

     

    Still having trouble? Send us a request through our Contact Form and attach a DxDiag file.

     

  • I've found a bug. How should I report it?

    We are grateful for every report! 
    If you are having trouble launching a level or your game on PC, please see our help for users on Steam or Xbox PC App.

    Sniper Elite 5 Bug Reporting Steps: 

    1. Which platform are you using?

    Please let us know using the options on the contact form!

    2. What happened?

    Please give us as much detail as possible - and send us photos, screenshots or a video if you can!

    3. Where did it happen?

    Info about which mission/map you are on is really important! A screenshot of the map screen is great for this!

    4. What were you doing before it happened?

    Did you just complete an objective or interact with an object? Every detail can help!

    5. Can you send a save file? (Steam players only!)

    To find your saves, follow the instructions here

    6. Anything else you think is relevant?

    Even things you think are small or "normal" can be important!

     

    Submit your bug report via our Contact Form: Submit a request

     

  • How do I verify my game files on Steam?

    What does it mean to 'verify' my game files, and why should I do it?

    When you 'verify' your game files, Steam checks to make sure that the game has all the files that it needs, and replaces any that are missing.

    If your game is glitching, running strangely, or not launching, it may be that it is missing a file or multiple files. Verifying your files establishes if this is the case, and replaces the files if it is.

     

    How do I verify my files?

    This guide demonstrates from beginning to end how to verify your game files on Steam. 

    We recommend you do this with your anti-virus software temporarily disabled. This is to ensure that your anti-virus does not prevent files from installing by mistaking them as illegitimate or malicious. For more details on why we ask this, please visit: https://help.steampowered.com/en/faqs/view/5F3D-1477-AFF9-C4F3

     

    1. Open your Game Library on Steam

    2. Right-click on Sniper Elite 5

    3. Select Properties from the menu

    4. In the Properties menu, select 'Local Files' from the left-hand panel

    5. On the Local Files page, select 'Verify integrity of game files'

    6. Steam will then verify your files. Please note this can take a few minutes!

     

    VerifyGameFilesSE5.gif

     

    7. Once Steam is finished, a box like this will appear. If your game is all fine, it will appear like this:

     

    mceclip7.png

     

    If you have any trouble with completing these steps or encounter any errors, please get in touch via our Contact Form.

     

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