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Reporting Technical Problems


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04 June 2012 - 07:01 PM

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Mod_Snow

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  • Mod_Snow

Technical issues involve problems with the game client itself. Problems are often caused by compatibility issues between the program and the player's computer. When submitting a support ticket for technical issues, providing the developers with a snapshot of your system can often help them determine the conflict quickly. To provide this snapshot, players should use the DirectX Diagnostic Utility in Windows.

Open your Start menu (often found in the bottom left of your screen) and select Run. In the box provided, type dxdiag and click OK.

If your computer is using Windows 8 or 8.1, you can go to the main Start screen, select Search, search for dxdiag and then run it.

After the DirectX Diagonostic Utility completes its scan, click the Save All Information button and save the data somewhere that you can find it.

Create a support ticket at support.pokemon.com, with a detailed description of what error you're experiencing and attach the saved dxdiag report to the ticket.

As a general rule, support tickets get more attention from the developers than forum posts. These tickets are far easier to track in our system, and give the developers a more detailed view of the problem.


Install problems

At this time, the system requirements for the Pokémon TCG Online Trainer Challenge are:

Minimum Specifications:

Operating System: Windows XP with Service Pack 3, Windows Vista or Windows 7

CPU: Pentium 4 2.0 GHz (single core) or equivalent AMD Athlon

Memory: 2 GB

Hard Drive Space: 2 GB of Free Hard Drive Space

Graphics Hardware: DirectX 9.0 Complient card with 128 MB RAM, Shader 2.0+ (ATi Radeon X300/nVidia GeForce 6200 or better)

Sound Hardware: DirectX 9.0c compliant onboard or discrete sound card

Network: Internet connection required for play

 

Recommended Specifications:

Operating System: Windows XP with Service Pack 3, Windows Vista or Windows 7

CPU: Intel Core 2 Duo 1.8 GHz or equivalent AMD Athlon 64x2

Memory: 2 GB

Hard Drive Space: 2 GB of Free Hard Drive Space

Graphics Hardware: DirectX 9.0 Complient card with 128 MB RAM, Shader 2.0+ (ATi Radeon X300/nVidia GeForce 6200 or better)

Sound Hardware: DirectX 9.0c compliant onboard or discrete sound card

Network: Internet connection required for play

 

If your system meets the minimum requirements and you cannot install the Trainer Challenge client, submit a support ticket at support.pokemon.com. Be sure to attach your DirectX Diagnostic report to the ticket and include any error messages that you are receiving when you attempt to install the game.


Display problems

To ensure that you are experiencing the best graphics that the Pokémon TCG Online has to offer, it is important to keep the video drivers for your computer as up-to-date as possible. While this may not correct your issue, it will give you a good baseline when submitting your bug report. To check your video card and driver version, follow the steps below.

After the DirectX Diagnostic completes its scan, select the Display tab at the top of the window.

The Device box will display the manufacturer and model of your video card.
The Drivers box will display what version of driver is installed on your computer.
Visit the manufacturer's website and check to see if there is a more recent driver for you video card. If there is, follow the instructions on the manufacturer/s site to update your video drivers.

If you are still experiencing display issues after updating your video drivers, submit a support ticket at support.pokemon.com. Be sure to attach your DirectX Diagnostic report to the ticket and include a detailed description of the issues you are seeing.


Game crashes

Game crashes occur when a conflict between the program and your computer arise. Crashes are typically very infrequent and are often solved by simply rebooting your computer. However, if you are experiencing frequent crashes, it could be a symptom of a larger problem. The first step is to confirm that your computer meets the system requirements above. If so, submit a support ticket at support.pokemon.com. Be sure to attach your DirectX Diagnostic report to the ticket and include a detailed description of when these crashes occur (at start up, whenever you play a Supporter card, randomly, etc.).


Edited by TPCi_Samhayne, 20 December 2014 - 04:30 PM.

Moderator Snow
Pokémon TCG Online Moderator
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