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Technical Support

FAQ

Below are a list of common technical support queries.

1) If you get a "Nothing to Download" Message when using Download Helper

You will currently receive the "Nothing to download" error message if you already have the content installed or you do not have your TRS2004 details entered.

Please ensure that you also:

1. Register your TRS2004 serial number in your Planet Auran profile.
2. Register your User Id (this number is found in your profie) either when you first install TRS, or by running the "editkuid" application in your default TRS installation directory.
3. Enter your Planet Auran Username and Password into the Trainz Configuration menu.

- Does your profile have a version of Trainz registered which is the same or a higher version required by the content?
- Have you checked that you do not have the content already installed? The content may have been installed from a pack or layout.
- Are you running any personnal firewalls, if so try disabling it and download again?

2) Tech Support for TRS2004

First, please ensure that your system specification meet the minimum requirements to support TRS2004 and that your videocard is supported. See Below:

Supported Video Chipset List:

Nvidia Geforce 1
Nvidia Geforce 2
Nvidia Geforce 2 MX440
Nvidia Geforce 3 TI200
Nvidia Geforce 4 TI4200
Nvidia Geforce 4 TI4400
Nvidia Geforce 4 TI4600
Nvidia Geforce 4 TI4800
Nvidia Geforce FX 5600
Nvidia Geforce FX 5800
Nvidia Geforce FX 5900

Ati Radeon 8500
Ati Radeon 9700
Ati Radeon 9800

You can update you NVIDIA drivers at www.nvidia.com

You can update you ATI drivers at www.ati.com


Try the following:

Ensure that all drivers for your system are updated (especially video card drivers) [link to list of driver download sites]
Try switching between OpenGL and DirectX (Configure Trainz > Display Settings)
Make sure you are operating in 32 bit mode (Configure Trainz > Display Settings)
Run a scandisk on your HDD to make sure there are no errors
Reinstall Trainz then
Install SP1 from http://www.auran.com/TRS2004/sp1.htm (ensure that you download and install the correct Service Pack version for your build of Trainz)

If you've tried the above and are still experiencing problems please contact Helpdesk (http://www.auran.com/helpdesk) with full details of the problem. Iorder to assist you with your difficulties please attach to the email a Direct X Diag report.

How to create a Direct X Diagnostic file

1.. Click on the 'Start' menu.
2.. Select 'Run', which will open up a prompt window.
3.. Enter the text 'dxdiag' (without the quotes) into the entry field and press ok.
4.. Select 'Save All Information', and take note where you save the file.
5.. Include the file in a reply to this email.


3) Experiencing Problems after Installing Service Pack 1 for TRS2004

Please check the following:

1) You are downloading the correct SP1 version for your build install of Trainz.

On the Service Pack download page you will see that there is a specific SP1 download for:

TRS2004 build 668 (covering Auran online sales, Australia, New Zealand, Train and hobby shows (including USA,UK), and USA, Canada hobby stores only.

TRS2004 Build 690 (Covering USA and Canada Game Retail stores such as EB and CompUSA)

We have now also released a Service Pack 1 for the following TRS2004 releases:

686 (UK)
745 (French)
753 (Nordic)
756 (German)
761 (German)

Please ensure that you're downloading and applying the correct SP1 version.

2) If you continue to experience problems it may be that you have a corrupt download therefore please try downloading again, reinstalling TRS2004 and then apply the Service Pack.

3) If you continue experiencing problems after installing the Serivce Pack then please try a fresh install of TRS2004

When doing a fresh install:

Before you uninstall, make a safe copy of the World/Custom and World/Dispatcher to backup your custom content.

Uninstall. Then delete any files left over.

Reinstall TRS2004

Reapply SP1

Run TRS2004 and make sure it is running ok.

Copy the World directories over. Say "No" to any copy over questions.

Start TRS. Depending on how much custom content you have in the World directory, it will take some time to start.


4) Paintshed is not working with TRS2004

Paintshed does not currently support TRS2004. We will be releasing an update for Paintshed in order to support TRS2004 in the near future (as a free download).

Please keep an eye on our web site for annonucement of release date details.


5) After using Download Helper to download content from Download Station and install it the content does not show up, it seems to be mssing?


Sometimes content is missing dependent items or may be configured incorrectly to function with TRS2004 and will therefore be missing from Trainz. You need to go to the Trainz Error Log and ensure that there are no errors. To do this, go to TRS2004/Cache/Logs/log0.html. If there are no errors, or you have fixed them all and you still cannot see the item, then you need to email the original content creator of the asset. Also contact the creator of the content for assistance with correcting any errors.


6) When using Download Station it does not seem to be connecting or I am getting a "nothing to Download Message"

You will currently receive the "Nothing to download" error message if you already have the content installed or you do not have your TRS2004 details entered.

Please ensure that you:

1. Register your TRS2004 serial number in your Planet Auran profile.
2. Register your User Id (this number is found in your profie) either when you first install TRS, or by running the "editkuid" application in your default TRS installation directory.
3. Enter your Planet Auran Username and Password into the Trainz Configuration menu.

- Does your profile have a version of Trainz registered which is the same or a higher version required by the content?
- Have you checked that you do not have the content already installed? The content may have been installed from a pack or layout.
- Are you running any personnal firewalls, if so try disabling it and download again?

7) I have purchased a First Class Ticket for Download Station but it does not seem to be working?

It may take a day or so for the First Class Ticket purchase to be processed. You then also need to activate the First Class Ticket via your Planet Auran profile.

8) Installation

Please ensure you do not have any Anti-Virus programs running during installation.

9) Service Pack 1 - Steam update.

If you are having problems with the Service Pack 1 CD installation, please copy the individual service pack file to your computer and run the file from your harddrive.

To copy the file onto your hard drive you will need to go into "My Computer" right click on the CD drive, and click on Explore. This will allow you to view the contents of the CD. In the Service Pack folder select the correct installer and copy it over to your local drive. Once the file is on your local drive you can click on it and installation will start. You can delete the copied service pack .exe once finished with installation.

 

It is also advisable to check out the Tech support forum and ask your questions there - you will probably get an answer within minutes.


For Trainz Railroad Simulator 2004 enquiries contact helpdesk






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