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PROBLEM WITH STEAM?

Contact Steam Support

        Account & Website

      I haven't received my validation email

      Sometimes Cogwheel's tubes get a bit clogged. If you didn't receive, or cannot find the Block N Load validation e-mail sent to you when you registered a Block N Load account, you can request that another e-mail is sent to you by logging into the "My Account" page using your Steam login and clicking the "Resend validation email?" link.

      If you're still unable to receive a validation email, please check the settings on your email account:

      1. Make sure you're checking the correct email address.

      2. Check the 'spam/junk' folder on your email account. To set up filters for the most common providers, see the following information:

      Gmail
      Outlook
      Yahoo!

      3. Search your inbox for emails from us. We often send emails from the addresses below, and so we recommend adding these to your address or contact list and waiting at least an hour before requesting another email:

      *@jagex.com
      *@support.jagex.com
      *@email.runescape.com
      *@a.jagex.com
      *@a.runescape.com
      *@e.runescape.com
      *@runescape.zendesk.com
      *@services.blocknload.com

      4. Don't use a university/college/school/work email. Some institutions have strict spam filters in place that can prevent emails from us reaching you. In these instances it is advisable that you contact the relevant department to query your email settings.
      These are also temporary addresses. Upon leaving, it is likely that you lose access to the email account and will be unable to utilise any features associated with registered emails.

      I can’t log in to Steam. I’ve forgotten my password

      As your Steam account is managed by Valve we cannot reset your password for you. In order to recover a forgotten Steam password you will need to follow the instructions on the Steam support knowledge base which can be found here.

      I don’t have a Steam account!

      Creating a Steam account is a quick and easy process. Steam’s Create an Account page can be found here; it also contains all of the information about how your account is handled by Valve.

      If you experience any problems signing up for a Steam account there is a Steam support article available here.

      I no longer use the email I had when I registered in Block N Load. How do I change this?

      To update your registered e-mail address, head to the My Account page and follow the steps presented.

      You will then receive a validation e-mail at your new address, which you will need to click through to validate.

      I no longer like the display name I chose when I registered for Block N Load

      If you no longer like your current display name, it can be changed easily.

      Just go to My Account and log in using your Steam ID linked to Block N Load. You can then change your name by clicking on it and editing it to your heart's content!

      Please be aware however, you can only change your display name once every 7 days and will need a validated email address.

        Connectivity

      I get a message saying "EasyAntiCheat has not been able to authenticate"

      The message "EasyAntiCheat has not been able to authenticate" is generally displayed when EasyAntiCheat is having trouble connecting to the authentication servers.

      In most cases, simply closing Block N Load and then restarting the game from Steam will resolve the issue. If not there are a few other things to try:

      • A full restart of your PC
      • If a restart didn't help then it's possible that your firewall or anti-virus are interfering. Check that both Block N load and EasyAntiCheat are allowed through the firewall

      If you have run through these steps and you are still experiencing the issue please contact us here; if you can give us as much information as possible this will help us to understand and deal with any problem you might have.

      I’m having trouble connecting to a server! / I’m experiencing latency issues!

      1. If you are connecting to a wireless network, try connecting your PC or laptop to the network using an Ethernet cable. If you are then able to connect without issues it may be a problem with your wireless network.
      2. Run a scan for any viruses, spyware, adware, or other malicious software which may be interfering with your connection to Steam or the game servers. For more information on how this may impact you and how to remove viruses, spyware, or adware view this Steam support article.
      3. Restart your network hardware and router. To do this unplug or turn off both your modem and any routers or network switches, wait 10 to 15 seconds, and then turn them back on again.
      4. Try by-passing your router. If you use a router or network switch to connect to your modem you may find that connecting your PC directly to the modem solves your problem. If this is the case it may be an issue with your router, or the setup of your router. To find more information on configuring a router to work with Steam please see the Steam support website here.
      5. Make sure that you are not uploading or downloading files, whether in an internet browser, Steam, or through a torrent.

      How do I check which region I am connected to?

      To check the in-game region that you're connected to, please follow these steps:

      • Launch the game
      • Head to the Settings menu
      • From here click on the “Gameplay” tab.

      The region that you are currently connected to will be displayed in the “Matchmaking Region” section!

       

      How do I change which region I am connected to?

      If you can login to your currently selection region, open the settings menu in Block N Load. In the settings menu click on the “Gameplay” tab and then select an option in the drop-down menu next to “Matchmaking Region” before clicking on “Apply”.

      If your previously selected region is offline, you need to wait at the "Logging into region server" until you are offered a prompt to "Re-login". When you click re-login the game will restart and you will be offered the chance to select a new region server from the currently available region servers.

        Downloading & Launching

      I get an error messge "EasyAntiCheat has detected a violation"

      If you receive a message stating "EasyAntiCheat has detected a violation" when launching Block N Load it is likely that one of the game files has become corrupted during download or an update.

      In almost all cases this can be resolved by simply verifying the integrity of your game files through Steam. Full instructions on how to perform this can be found on the Steam support website here.

      If verifying your files doesn't solve the problem then you will need to perform a complete uninstall and re-install of the game. Before removing the game from your system it's a good idea to back up any custom user-created maps so you can put them back after you've re-installed everything.

      Once you've backed up your maps, do the following:

      First ensure that all the files created by Block N Load have been removed:

      1. In Steam open your game library.
      2. Right-click on “Block N Load” in your games list.
      3. Click on the “Properties” option.
      4. Click on the “Local Files” tab.
      5. Click on the “Browse Local Files…” button. This will open the folder Block N Load was installed in.
      6. Leave this folder open in the background and switch back to Steam.
      7. Click on the “Delete Local Game Content…” button.
      8. When prompted click on the “Delete” button.
      9. Once the uninstall process has finished click on the “Close” button.
      10. Switch back to the window with the Block N Load folder open.
      11. Select any files remaining in this folder and either drag these to the Recycle Bin or press the delete key.

      Re-download and install Block N Load:

      1. In Steam open your game library.
      2. Left-click on “Block N Load”.
      3. Click on the “Install” button and follow the on-screen instructions.
      4. Once Block N Load has finished downloading and installing click on the “Play” button.

      If you have run through these steps and you are still unable to successfully launch Block N Load please contact us here; if you can give us as much information as possible this will help us to understand and deal with any problem you might have.

       

      I have a Steam key. How do I redeem this?

      Launch the Steam client and log in using your Steam account.

      Once you have finished logging in click on the “Games” option at the very top of the window and select “Activate a Product on Steam…” then follow the on-screen instructions.

      For more information about redeeming keys on Steam please see the Steam knowledge base article here.

      I’m having trouble launching Block N Load!

      First please make sure that your PC meets the minimum specifications required to run Block N Load.

      If your PC meets these requirements there are several steps which may get Block N Load running.

      1. Make sure that all of the drivers for your PC are up to date. Instructions on how to do this can be found on the Steam support website here.
      2. Ensure that any Windows updates have been downloaded and installed. Instructions on how to use Windows Update can be found on the Microsoft website here.
      3. Shut down your PC, wait a few seconds, and then start it up again. Sometimes simply a restart of your PC or Steam is all that is required.
      4. Make sure the download of Block N Load was completed correctly. This can be done by Verifying the Integrity of the Game Cache through Steam. Full instructions on how to perform this can be found on the Steam support website here.
      5. Uninstall and re-install Block N Load.

      5a. First ensure that all the files created by Block N Load have been removed:

      • In Steam open your game library.
      • Right-click on “Block N Load” in your games list.
      • Click on the “Properties” option.
      • Click on the “Local Files” tab.
      • Click on the “Browse Local Files…” button. This will open the folder Block N Load was installed in.
      • Leave this folder open in the background and switch back to Steam.
      • Click on the “Delete Local Game Content…” button.
      • When prompted click on the “Delete” button.
      • Once the uninstall process has finished click on the “Close” button.
      • Switch back to the window with the Block N Load folder open.
      • Select any files remaining in this folder and either drag these to the Recycle Bin or press the delete key.

      5b. Re-download and install Block N Load:

      • In Steam open your game library.
      • Left-click on “Block N Load”.
      • Click on the “Install” button and follow the on-screen instructions.
      • Once Block N Load has finished downloading and installing click on the “Play” button.

      If you have run through these steps and you are still unable to successfully launch Block N Load please contact us here; if you can give us as much information as possible this will help us to understand and deal with any problem you might have.

      When I launch the game I’m prompted to allow programs to run

      The first time you launch Block N Load you may receive a User Account Control prompt to allow programs to run. To launch the game you need to allow these installers to run. If you are prompted to enter a username and password this will need to be an account with administrator privileges. The person who maintains your PC will likely be able to provide these details.

      When I try and launch Block N Load, Steam displays the message “Failed to start game (app already running).”

      You may have accidentally tried to start Block N Load twice. Close the error message and check that Block N Load is not currently running using the Task Manager. If Block N Load is already running you should be able to find it on the taskbar.

      If you are still unable to start Block N Load you may need to restart your PC.

      Can I play Block N Load on a Mac?

      Currently Block N Load is only supported in Microsoft Windows and is not supported on Apple PCs.

       

        Gameplay

      Can I play Block N Load using a gamepad?

      Currently the use of gamepads and console controllers is not supported. You may find that you are able to use a controller but some functions may not work correctly.

      The game’s frame rate is very low. What can I do?

      First please make sure your PC meets the minimum requirements to play Block N Load. If your PC does meet these minimum requirements you may need to adjust your graphics settings to get Block N Load to run smoothly.

      Graphics settings can be altered from the main menu of Block N Load

      1. On the main menu click on the settings button. This has an icon of a gear.
      2. Click on the “Graphics” tab
      3. Change the “Graphics Quality Level” to a lower setting. This will alter many of the other advanced graphics settings.

      If your computer is very close to the minimum specifications required to run Block N Load you may also need to lower the “Screen Resolution” setting.

      I changed my resolution in the settings, now the screen is black when I launch the game

      You have probably selected a resolution which either your monitor or your graphics card doesn’t fully support. Don’t worry though because there is a work-around to let you change the settings again.

      To get yourself back in to game:

      1. Launch Block N Load
      2. Wait for the black screen to be displayed
      3. On your keyboard press “Alt” and “Enter” at the same time
      4. You should now find that Block N Load has been put in to windowed mode and be able to see the menu again
      5. Click on the settings button
      6. Click on the “Graphics” tab
      7. Set a different resolution
      8. Click on the “Apply” button
      9. Press “Alt” and “Enter” at the same time again to put Block N Load back in to full screen mode.

      If your screen becomes black again after this you may need to repeat the process and try another resolution. Usually selecting the resolution that your desktop is displayed in will be the best choice.

      I can’t see the block I want to place!

      After switching to your hero’s tool and selecting a block a silhouette of this block should appear when using the secondary fire of your tool. If you start digging with primary fire this silhouette will disappear again.

      If you cannot see silhouettes of blocks after tapping the secondary fire button the option may be disabled. To find this option open the settings menu, click on the “Gameplay” tab, and ensure the option for “Block Silhouettes” is set to “On”.

      I’m turning or moving even when not pressing any keys

      If you have a game pad, console controller, or joystick connected to your PC you may find that Block N Load is receiving input from this controller and is causing your character to move or aim seemingly on its own. If this is the case you should find you are able to resolve this by exiting Block N Load, unplugging or disconnecting the controller or joystick from your PC, and then starting Block N Load again.

      Additionally some virtual joystick programs such as “vJoy” can cause this issue to occur in Block N Load. If you have a virtual joystick installed you may need to either uninstall the program, launch the configuration utility for the tool and disable all input axes, or disable the driver for it in “Device Manager”.

      I fired one of my weapons and it damaged my ally!

      Block N Load does allow any explosive weapons to damage your own team. Try not to hit them too much – killing your own team only reduces your chances of winning the match.

        How to

      Report a bug

      Tell us about it! Here are some tips that will help us squash bugs more easily:

      1. Tell us what you were doing when you encountered the issue
      2. Explain what happened in as much detail as you can
      3. Include an Output log (instructions can be found here)
      4. Tell us if it happens every time or if it happens randomly
      5. Give us some information about your system. A DXDiag is the best way

      If you would like to contact us about any other matter and you would like a reply or action to be taken, please use our Contact Form.

      What to do if you crash

      Firstly run through the steps described in “I’m having trouble launching Block N Load!”.

      You may find that lowering the graphics settings of Block N Load helps with this as well, particularly if your PC is close to the minimum specifications required to run Block N Load. To change these settings:

      1. On the main menu click on the settings button. This has an icon of a gear and is found in the upper-right of the screen.
      2. Click on the “Graphics” tab
      3. Change the “Graphics Quality Level” to a lower setting. This will alter many of the other advanced graphics settings.

      If you are still experiencing issues after lowering your graphics settings, occasionally, updating your graphics drivers can rectify the problem:

      1. Open Steam and on the Steam titlebar click "Steam"
      2. On the dropdown menu click "Check for Video Driver Updates…"
      3. You will be automatically be taken to the update page for your particular graphics card
      4. Follow the on-screen instructions to update your Video Card Drivers

      If you find that you are still experiencing crashes please get in contact with us. Giving us as much information as possible about where you are experiencing these crashes within the game, what you were doing in the game at the time, and including the contents of your DXDiag, game output, and game crash logs should help us to track down what has happened. If you’re not sure where to find these files instructions can be found in the “How To” section of the FAQs.

      How to Run a Traceroute

      1. Click the Start button in the bottom left hand corner of your desktop, and type CMD into the Search Box then hit Enter on your keyboard.
      2. In this screen type: tracert xx-region.blocknload.com (replace xx with region code as followed: us– for NA, eu– for EU, aus– for APAC) and press Enter.
      3. After the trace route has completed, right-click anywhere on this window and click Select All.
      4. Press Enter and the information will be copied to the Windows clipboard.
      5. Paste this into your message to us.

      How to create a DXDiag File

      For some errors understanding your computer’s hardware and driver versions can help us to find a solution. One of the easiest ways to export information about your computer is to save a DXDiag file and attach it to your support ticket. Please note that you will need to do this on the computer that you play Block N Load on!

      1. Press 'Windows key' + 'R key' on your keyboard together. The Run window should appear.
      2. Type "dxdiag" (without quotes) into the 'Open:' field.
      3. Press OK. The DirectX Diagnostic Tool should open and start running.
      4. Once the progress bar has finished, click the "Save All Information" button.
      5. Save the information on your desktop.
      6. Open the saved file, copy the contents and paste it in to you message to us.

       

       

      How to find game crash logs

      If Block N Load has crashed you may find several log files have been generated, these will help us to diagnose the issue. If this is the case you will find the generated files in your Block N Load install directory in a folder named with the date that the crash occurred. To find these:

      1. In Steam open your game library.
      2. Right-click on “Block N Load” in your games list.
      3. Click on the “Properties” option.
      4. Click on the “Local Files” tab.
      5. Click on the “Browse Local Files…” button. This will open the folder Block N Load was installed in.
      6. Open the folder named for your operating system. This will usually be "Win64" or "Win32".
      7. If crash logs have been generated there will be a folder with only numbers in the name. These numbers will make the date the crash occurred on if read as year, month, and then day.
      8. Copy the contents of the files found in this and paste it in to your message.

      How to find a game output log

      If you are experiencing some issues in Block N Load, the contents of the game’s output log may help us in narrowing down what has occurred. To find this file immediately after experiencing the issue:

      • Open your game library In Steam.
      • Right-click on “Block N Load” in your games list.
      • Click on the “Properties” option.
      • Click on the “Local Files” tab.
      • Click on the “Browse Local Files…” button. This will open the folder Block N Load was installed in.
      • Open the folder named for your operating system. This will usually be "Win64" or "Win32".
      • Open the folder named "BlockNLoad_Data".
      • Copy the contents of the "output_log.txt" file found in this and paste it in to your message.

       

        Shop

      Unable to Purchase Platinum

      You can purchase Platinum Bars by clicking on the “Buy Platinum” button at the bottom of the main menu in Block N Load and then click on the “Buy” button for the size of package you wish to purchase.

      When you click on the “Buy” button the Steam Overlay should open. This can take a little while to open up. You will then be able to confirm the purchase of Platinum using the funds available in your Steam Wallet.

      You should only need to confirm your purchase once per item you are buying. If you confirm your purchase through Steam multiple times you may end up buying multiple copies of the same package.

      If the Steam Overlay does not open when you attempt to purchase Platinum it may be that you have something interfering with the Steam Overlay.

      Valve has provided an article containing information on how to enable the Steam Overlay, programs which are known to interfere with it, and how to resolve issues with the overlay in the Steam support knowledge base here.

      I purchased an item from the in-game shop but have not received it

      Heroes, skins, perks and platinum should be added directly to your client following purchase. If you do not immediately see an item you've bought, as a first step, please restart your client and check again.

      Heroes will go into your usual lineup and skins will be selectable for your hero in the lobby. You can only view your perks in the game lobby, or by visiting the shop and deselecting 'hide owned'. Currency will be shown next to your username and avatar in all game menus.

      If you are still unable to locate a purchase, please submit a support ticket under the category Game–> Purchases and we'll be happy to assist.

        Voice Chat

      I don’t want to hear any other players!

      If you don’t wish to hear any other players voices in Block N Load you are able to disable voice chat completely by opening the settings menu, switching to the “Audio” tab and changing the “Steam Voice” option to “Off”. Be aware this also means that no-one will be able to hear you either!

      No-one can hear me in a match!

      Voice chat is currently only active on the Hero Select screen and in match. Additionally, you are only heard by members of your own team.

      The first thing to check is the connection of your microphone. Sometimes it can be something as simple as the cable has been tugged and is no longer fully plugged in to your computer. Try unplugging the microphone and then plugging it back in.

      If this doesn’t solve the issue there are a number of other things to check.

      Make sure your settings are correct in Block N Load
      In the settings menu:

      • On the “Audio” section “Steam Voice” must be set to “On” for other players to hear you, and for you to hear other players.
      • Still in the “Audio” section, the drop-down next to “Voice Recording” must be set to “On” or “Push To Talk”.
        a) If this is set to "On" your voice will always be transmitted when you are on the Hero Select screen or in a match.
        b) If this is set to "Push to talk" you will need to be holding the key bound to voice chat for your voice to be heard (more on this below).
      • If you have “Push To Talk” set you will also need to bind a key to use and then hold that key when you wish to speak. To bind this key switch to the “Controls” section and bind the key you wish to use for the “Steam Voice in push to talk” option. You will then need to hold this key whenever you wish to talk in a match.

      Ensure the microphone is correctly configured in Windows

      • Right-click on the speaker icon in your taskbar
      • Click on “Recording Devices”.
      • Make sure that the microphone you are using is set to the default device. There should be a green tick over the icon of the microphone if it is. If the microphone is not set as the default then you will need to click on the microphone icon and then on “Set Default”.
      • Once you have done this click on the icon of the microphone you are using and then on “Properties”
      • Click on the “Levels” tab.
      • Ensure that the “Microphone” volume is not set to 0. Be careful setting this value too high as this can cause voice distortion (or deafen other players).

      Check and update your drivers
      This applies to both your microphone (if you're using a USB one) and your sound device (regardless of the type of microphone you are using).

      • Check the manufacturer of your sound device (for example Realtek or Creative) and visit their website for driver updates. If you are unsure of where to find this information check your motherboard's manual (if you are using on-board sound) or check with your computer’s manufacturer.

      Check the settings of your sound card's software
      Some driver packages for audio devices also include software that is designed to make managing your audio simpler (for example Creative Mix Console or RealTek HD Audio Manager). In some cases these programs will try to take over the way your audio devices are managed in Windows. If you have any pieces of software installed relating to your sound devices you will need to check the settings in that software as well. If you are unsure of how to do this you will need to check with the manufacturer of this software (such as Creative or RealTek).

      Close any applications which may use the microphone
      Some programs which also make use of the microphone can end up being set as the sole program which can receive input from the microphone. (Examples of these programs include, but are not limited to, TeamSpeak, Skype, and Ventrilo). If you have any other programs open which you could use your microphone with you can try closing these programs and seeing whether Block N Load is then able to receive microphone input. If you find this is the case you will need to check the help files for the program in question to find out how to disable the program taking full control over the microphone.

      In the “Audio” section;

      • “Steam Voice” must be set to “On” for other players to hear you, and for you to hear other players.
      • "Voice Recording" must be set to "On" or "Push to Talk".

      Using Voice Chat

      To make use of voice chat you will need to first ensure that your microphone is connected to your computer and is set up correctly. Please see the section titled “No one can hear me in a match!” if it does not seem like anyone can hear you whilst you are on the Hero Select screen or in a match.

      Once your microphone is set up you will need to set your voice chat options. To do this open the settings menu and click on the “Audio” tab. You will then find two options “Steam Voice” and “Voice Recording”. 

      “Steam Voice” must be set to “On” for other players to hear you, and for you to hear other players.

      The options in the “Voice Recording” drop-down will control when your voice will be transmitted to other players. Setting this to “On” will always send any sounds received by your microphone, the “Push To Talk” setting will only send your voice when you are holding the key bound to voice chat, and the “Off” option will never transmit any sounds from your microphone.

      If you are using the “Push To Talk” option you will also need to bind a key to use. To do this you will need to switch to the “Controls” section of the settings menu and then bind the key you wish to use to the “Steam Voice in push to talk” option.

      How do I mute a player?

      To mute an individual player during a match you need to press and hold the "Tab" key to give you a mouse cursor.  You can then click on the speaker icon next to the name and icon of the player that you wish to mute (this is in the very upper-left of the screen).

        Downloading

      I can’t download/install Block N Load!

      Block N Load downloads are handled by Steam. The Steam support pages have a number of troubleshooting articles on what to do if you are having trouble downloading any game such as Block N Load.

      Steam’s support pages for problems when downloading can be found here.

      Where do I get Block N Load?

      You can get the game now on Steam for free! Just head to the Block N Load Steam Store Page (http://store.steampowered.com/app/299360/).

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