Customer Support

The satisfaction of our EMERGENCY customers is second to none for us. Therefore Sixteen Tons Entertainment is collecting feedback from the EMERGENCY players and analyses carefully all questions and comments. Based on the feedback we will improve the game and this FAQ.

Mac: Test your system requirements

Simply check if your Mac can play EMERGENCY 5 as described in this How-To.

EMERGENCY 2017

I have bought EMERGENCY 5, EMERGENCY 5 Deluxe, EMERGENCY Reload or EMERGENCY 2016 as Retail version and want to upgrade the game to EMERGENCY 2017.
Please follow this hyperlink: https://de.gamesplanet.com/game/emergency-2017-dvd-upgrade-pack-download--3134-2

I have bought EMERGENCY 5 or EMERGENCY 2016 as Steam-Version and want to upgrade to EMERGENCY 2017.
Please login to your Steam-Account. You can buy a version in the Steam Store.

Technical Information / Hotline (PC)

We have put this product through rigorous tests and you shouldn't experience any problems. However, it's impossible to test every configuration and should you experience any problems regarding this product, please go to our support section at http://www.faq.kochmedia.co.uk

Here you will be able to browse through our Frequently Asked Questions (FAQ) where the most common problems are identified.
If you cannot find what you are looking for in the FAQ section, then please find contact details below or call the following numbers:

Technical Support Hotline 0906 732 9005 (Calls are charged at 1.00 GBP per minute)
Available: Mon - Fr 11am - 7pm.
Weekends and Public Holidays 11am - 5pm
email: support@kochmedia.co.uk

Tips & Tricks hotline 0906 906 0015 (Calls charged at 1.50 GBP per minute)
Available: Mon - Sun 9am - 12pm

KOCH Media Ltd.
Technical Support
The Bullpens
Manor Court
Herriard - Hampshire - RG25 2PH
Before you do so please make sure your operating system (Windows) and device drivers (video card, sound card & motherboard) are fully up to date, as this is usually the main problem when experiencing software difficulties. Please also make sure you have read the installation instructions fully.

When submitting a fault via our helpdesk please include the following information:
  • Exact error message if any
  • Steps taken to reproduce the error/fault
  • Details of programs running at time of fault, including Anti-Virus and firewall applications
  • Most importantly, email us a DirectX Diagnostic report. Do this by following the below instructions:

    Click the START button on your Windows task bar, and then click RUN and type dxdiag in the box that opens. The DirectX diagnostic toolbox should automatically run. This tool details your whole system and the details can be dumped to a log file by clicking on the "Save All Information" button at the bottom. This will save a text file called "DxDiag", which you can just attach to any email correspondence.
    This information will best assist us in resolving your query as quickly as possible.

Sending an performance-test to the development studio (PC)

On the following pages Sixteen Tons Entertainment provides a manual to conduct a performance check. Please send the results to EMERGENCY5@world-of-emergency.com. Sixteen Tons Entertainment will use the data to enhance the performance of the game.

Download PerformanceCapturing_de.pdf

Problems installing the game

If problems arise during the installation process, we recommend the manual installation.

If the manual Installation aborts, please check if the game runs in the background. If DLL-files are still in use, they cannot be replaced.

Instructions to manually install DirectX & Visual C++
Go to http://em5.world-of-emergency.com/patch and download the "Prerequisites (DirectX, Visual C++ Redistributables)"

DirectX

The download extracts the files. At this point a new folder can be selected, e.g. on the desktop. The SETUP.exe has to be started manually. Please follow the instructions of the setup program.

Visual C++

Select vcredist_x64.exe (only for users of 64bit Windows) and vcredist_x86.exe (for all).
Execute both files after the download one after another. Follow the instructions of the setup program.

As alternative you may download the files separately on the following websites:
DirectX: https://www.microsoft.com/en-us/download/details.aspx?id=8109
Visual C++: http://www.microsoft.com/de-de/download/details.aspx?id=30679

Problems with the update or the patch

Please extract the downloaded packages (which are packed with 7-zip) directly into the installation folder of EMERGENCY 5 (usually "C:\Program Files (x86)\EMERGENCY 5") and overwrite existing files.

Problems on program start

Crash inside "C:\Windows\USB_Vibration\3331\EZFRD64.DLL" or similar
Certain game controllers may cause this crash. Make sure to unplug any game controller before starting the game.

Crash inside "IMETIP.DLL"
Open the Windows Control Panel -> Regional and Language Options -> Keyboards and Languages -> Change Keyboard, and there switch to English as default input language

Crash in "ltc_game64-103398.dll" or similar (plays.tv)
The plays.tv gameplay recorder can cause crashes. If you have problems on game start, deactivate this program first.

Steam overlay crash in "gameoverlayrenderer64.dll"
On some PC configurations, the Steam overlay can lead to crashes inside the game. Consider deactivating it in Steam's settings under "Interface".

Error message "The application failed to initialize properly (0xc000001d).":
This error occurs under Windows 7 when Service Pack 1 (SP1) is not installed. As EMERGENCY requires SP1, you have to install it from Microsoft: Download

Game won't start and shows an error message. 
Error message at game start:

"Exception: OGRE EXCEPTION(-2147024809:RenderingAPIException):
Failed to create Direct3D11 device in
D3D11RenderSystem::D3D11RenderSystem at G:/Projects/qsf-external-source/ogre/ogre_v2-1-ofenberg/RenderSytsems/Direct3D11/src/OgreD3D11RenderSystem.cpp (line291)"
Check your hardware like graphic card if there are Direct X11 ready and compare it with the system requirements.
Download this Hotfix:
Hotfix 2.1.0

When starting the game via Stream, nothing happens. No window, no error message.
Please try to launch the game by using the Windows Explorer in order to see possible error messages Steam might suppress.

When starting the game, an error message comes up telling me that "api-ms-win-crt-runtime-l1-1-0-dll" is missing.
Please ensure you have all latest Windows updates installed. After this, ensure you have Visual Studio 2015 redistributable update 2 installed which requires the latest Windows updates.


Game won't start after startscreen. 
Maybe the game try to start with the on-board praphic card. Please try to edit this in the "AMD Catalyst Control Center". Open the menu "configure switch graphic" with a right mouse click. Put all adjustments to high. Now the game will starts with your normal graphic card.  


Black Screen

If you use several screens, please remove one.

Or try the following:
Open the emergency_5_settings.json file:

  • PC: C:\Users\<name>\AppData\Roaming\Promotion Software GmbH\EMERGENCY 5\emergency_5_settings.json
    (The AppData folder may be hidden. In this case one can tell the operating system to show hidden files.)
  • Mac: /Users/<name>/Library/Containers/com.promotion-software.emergency5.deluxe/emergency_5_settings.json
Search for "qsf::RendererSettingsGroup" and change the entry to "Resolution": "1920 1080".

The game can also be played in the non-fullscreen mode. With Alt-Return one can switch between the modes. As an alternative, the mode can be changed by altering the emergency_5_settings.json file: The setting "Fullscreen" can manually be changed to "false" or "true".

Anti-virus Alerts while using the Launcher of EMERGENCY 5

If security programs give out warnings about possible viruses while using the launcher application of EMERGENCY 5 the development studio suggests to ignore it until a longterm solution has been part of an update.

Compatibility problems due to modifications

After updating EMERGENCY to a newer version, modifications may still be active that are not compatible any more. If you face problems inside the game like no events starting or missing commands for your units, please make sure to disable all modifications.
Beginning with update 2.0.2, EMERGENCY will do this itself after each update. You need to re-enable modifications to make sure they still work with the update, or wait for an updated version of the modification if it doesn't.

Multiplay-Connections

Please read the manual of the game and the README-files!

Connecting problem - Host and Client:

If you are sure that your game has the newst game update please try this:
Start the Game-Launcher and press "User Data".
In the opened folder please delete oder rename the folder "Cache" to "OLD_Cache".
Please do this for all user who wants to play with you.

Performance:
You may find that your computer is having problems running EMERGENCY 5, perhaps making your vehicles move more slowly in multiplayer. In this case, reduce the graphic detail settings in the program settings (in the "Options" menu in the game's main menu) before you start a multiplayer game.

General
If your computer is being used as server for a multiplayer match, you should keep in mind that a poor performance on your computer may have an impact on the games of the other players too.
You can't join a multiplayer game that is already in progress. Servers where games are already in progress will be grayed out in the server list.

Automatic Patch Function:
If you want to create a server or wish to join a multiplayer game, your game version will be checked automatically and patched to the latest game version if need-be. You can only play online when using the latest version of the game!

The use of “ALT-TAB” causes crashes

The development studio suggest not to use the ALT-TAB combination to leave the game.

Crashes due to AMD Crossfire

EMERGENCY 5 / 2016 does not support AMD Crossfire technology making use of two graphics cards. Having it activated can lead to crashes in the game, so make sure you disable it before starting EMERGENCY.

Problems with your Game Graphic

The main menu and the game itself look pixelated / blurry, although I set it to FullHD.
Possible solution: Disable MSI Gaming App or similar tools, check your graphics card driver settings

Crashes and regular freeze due to active V-Sync

If EMERGENCY crashes at startup or freezes during the game, you can try disabling the V-Sync option in the following two places:

  • Inside the graphics card setting: choose V-Sync "always off"
  • Inside the game's options windows: disable V-Sync

Crash in MMDevAPI.DLL under Windows 7

Depending on sound hardware and drivers, EMERGENCY may crash at startup with the following error message:
emergency5.exe caused ACCESS_VIOLATION in module "C:\Windows\system32\MMDevAPI.DLL" at 0033:00000000FB32B4EE, Ordinal2()+11342 byte(s)

This is only known to happen under Windows 7 64 bit Service Pack 1 (Build 7601).
We would recommend uninstalling the audio driver, and use the default Windows audio driver.

Repairing the Steam version

In case the Steam version of EMERGENCY does not start or freezes, check if your installation is okay.
Steam offers an easy option to do this:
Open your games library in Steam -> Right-click the game -> Properties -> Local files -> Verify integrity of game cache


Other issues


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