Before submitting a ticket please remove all mods and verify the integrity of your game files. We are unable to provide technical support while mods are installed. Also, ensure you have the latest game update and GPU drivers. These are by far the main causes of issues for players.
How to verify the integrity of your game files
Please follow one of the links below for a guide on how to verify the integrity of your game files.
Steam
Epic Games Store
How to update your drivers
Depending on your GPU's manufacture please use one of the links below to update your your drivers
NVIDIA GeForce drivers
AMD Radeon drivers
Intel drivers
After having done all of that if the issue is still not resolved then please keep reading.
To help us troubleshoot as quickly as possible, we will need you to send us the following:
- Marvel's Spider-Man Remastered.log
- Crash dump files (.mdmp)
- DxDiag.txt
- Save file where the issue is occurring.
How to get Marvel's Spider-Man Remastered.log
Go to your Documents folder. Here you will find a folder named Marvel's Spider-Man Remastered, that holds the .log file. The path of the folder having the log file will look similar to this:
C:\Users\USERNAME\Documents\Marvel's Spider-Man Remastered\
Also check if there are any .mdmp files in there. If so, please attach them.
How to get DxDiag.txt
Press the Windows key on your keyboard or use the Windows search function. Type dxdiag and press enter. This will open the DirectX Diagnostic Tool. From the main screen, press Save All Information to save a DxDiag.txt file.
How to get Save files
Navigate to
C:\Users\USERNAME\Documents\Marvel's Spider-Man Remastered\
You should see a folder with a very long number. In here you will find your save files.
Once you have those files you can find our ticket submission form here.
Remember to attach all the files to the ticket to help us troubleshoot as quickly as possible.