[battists]

At OOTP Developments, we're always anxious to help you resolve any issues you may have with our products. We get quite a few e-mails and forum messages asking for support. Although we work very hard on our products, we also have a very small team, so it's often difficult for us to respond to each message in a timely fashion, even with the help of our awesome volunteers.

Since our goal is to help resolve your issue as quickly as possible, we have compiled the most common problems and their solutions on our web site. If you think you have a technical support issue with OOTP 10, PLEASE come visit our support site before posting here! We're constantly updating this site, and it has answers to many of the questions we get asked regularly!

If you cannot find an answer to your question there, reading and understanding this post is the best way to ensure that your bugs will get noticed and acted upon!

How do I get help with a technical problem?
If you see what you suspect may be a bug, or even a feature request that you feel is important, use these simple steps:

1. Make sure you are running the latest version of the game. There are no patches yet for OOTP 10, so if you have the game, you have the latest version.

2. Do a quick search of the tech support forum to see if your problem has already been submitted.

3. Post a thread here in Tech Support using the guidelines below. If you post about your problem in the General Discussion forum, chances are it won't get logged or fixed. Don't assume that an issue has already been logged! Better for us to log the same problem twice than zero times!

4. Please report back with the status of your issue, even if you have resolved it yourself!

How do I know if I have the newest version of the game?
When you boot up OOTP, the version # is shown in the top left of the main screen (before you load a game).

What information should I include when I report a bug?
Please do your best to provide the following information:

1. What, specifically, were you doing when the problem occurred? Include the specific screen you were on when the problem occurred.

2. What happened? Was there an error message? If so, what was the specific message?

3. Were you able to repeat the error with this same game? With another game? If so, what steps did you take?

4. If relevant, what do you think the program should have done?

5. What is your league configuration (fictional/historical, etc.)

6. Are you a PC, Mac, or Linux user?

Additionally, if your problem is related to system performance, memory utilization, or the like, please include details about your computer's hardware and operating system. If your problem has to do with FaceGen, please include information about your video card.

One bug per thread, please!
Please submit only one bug per thread. It may make your life easier to give us a bulleted list with 60 problems you perceive for the game, but it makes us very difficult for us to keep track of the distinct issues, and it encourages threads to grow in multiple different directions.

This is critical for us just after launch. PLEASE stick to one bug per thread!

Sample Problem Description
Version: 2.0.0.235
PC/MAC: PC
What were you doing? I was trying to use the View drop-down on the Roster page
What happened? When I selected the "Batting Stats" view, the game crashed.
Reproducible? Yes
Problem occurs with other leagues? Yes

About Bugzilla Numbers
If your issue does appear to be a legitimate bug, someone will typically post a "Bugzilla #" or "BZ" in your threads. Bugzilla is the name of the system we use to track bugs. When we record a bug in the system, we give you a "BZ #," which is the identifier for your issue within Bugzilla. Posting a BZ# in a thread means that we have logged an issue, not that it has been resolved. Where we can, we will reply to individual threads when we have confirmed that has a bug has been fixed.

What are the Logged Issues and Closed/Claimed Fixed sub-forums?
We've split Tech Support into 3 forums, to help us organize things more efficiently.

Here's how the Tech Support process will work:

1. Report any tech support issues in the Tech Support forum. If it's in the Tech Support forum, it either hasn't been logged yet, or we're not yet convinced that it's a bug.

2. If we log an issue as a bug, we will move it to the Logged Issues forum.

3. Issues that have been fixed are moved to the Closed or Claimed Fixed forum. Issues that the development team has claimed to be fixed in the next patch are also placed here, if the fix has been verified by a beta tester.

How do I get a status on my problem?
If you want a status on your problem, just post a thread here referring to the BZ #, and we will do our best to update you on the progress related to that BZ #. It's very important to include the BZ #, as that helps us find the specific issue to which you are referring.

My issue is in the Closed/Claimed Fixed forum, but it isn't fixed!
If the support team has requested more information from a poster, and the thread goes without a reply for more than 3 days, we will move the thread to the Closed/Claimed Fixed forum.

If you have an issue that was moved to Closed/Claimed Fixed, but you feel it still needs to be addressed, please PM one of the moderators, and we will move the issue back to the main Tech Support forum. No hard feelings! We want to resolve all issues, and have no problem re-opening issues when you're ready to discuss further!

Hope this helps!

Steve

[kq76]

As with many programs, if OOTPX doesn't load on Vista make sure you right-click the shortcut and select "run as administrator". After the first time, you shouldn't have to do that anymore for that program.

You should also make sure Windows is fully up-to-date using Windows Update.

If it still doesn't work, try re-booting. And if that doesn't work, try re-installing.

If all else fails, try disabling DEP, entirely if need be.

[Tony M]

As we are in the period just after release, we will be aiming to sort out problems as quickly as possible and get them logged if necessary.

Due to the number of threads being started, you may find your thread being moved to the closed sub-forum even if it is a bug, as it may have been reported and logged already. When this is done we will try to put a reply linking it to the logged problem thread, but if you find a thread has been closed and there isn't a reason listed, let us know and we'll find out the reason.

Also, threads will be closed if there has been 3 days with no replies to any questions the Tech Support volunteers have asked.