Author Topic: Technical Issue FAQ / How to Submit a Report  (Read 2333 times)

Offline Oldbushie

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Technical Issue FAQ / How to Submit a Report
« on: December 24, 2014, 01:42:50 PM »
If you are experiencing technical difficulties installing or running Moebius, please open a ticket by:
1) posting in this technical support sub-forum
or 2) sending email to

When opening an issue, please be sure to include the following information so we can help you:

-> What kind of CPU/Processor you are using in your computer.
-> Amount of physical RAM you have installed on your computer.
-> What kind of Video Card you have installed in your computer (manufacturer, card model name).
-> Operating System you are using.

Please also add the following information:

1. Where in the game are you?

Please make sure to tell us where you are in the game. What chapter are you in? What room are you in? What have you solved and not solved in the room at that point?

2. How urgent is the issue?

When sending your issue, please categorize your problem based on one of three levels of urgency:
a) Normal: Your issue does not prevent you from playing the game, but you have found some sort of bug or glitch.
b) Urgent: Your issue is something that can prevent you from continuing to play the game, but you’ve been able to get around the problem by using some sort of other method that lets you continue.
c) Critical: As far as you can tell, it is impossible to continue the game.

3. Send us the save file where you are having trouble

Save files will help us jump to the exact point where you are so we can better recreate the conditions.
Below are the default locations where you can usually find your save files according to version:

PC Standalone aka PC DRM-free
C:\Users\{Windows username}\AppData\LocalLow\Phoenix Online Studios\Moebius
(This directory is Hidden)

Here's how to display hidden files and folders.

  • Open Folder Options by clicking the Start button, clicking Control Panel, clicking Appearance and Personalization, and then clicking Folder Options.
  • Click the View tab.
  • Under Advanced settings, click Show hidden files, folders, and drives, and then click OK.
PC Steam
C:\Program Files (x86)\Steam\userdata\{Steam user id}\264520\remote\Moebius

Mac Standalone
Users/{Mac username}/Library/Cache/Phoenix Online Studios/Moebius

Mac Steam
Users/{Mac username}/Library/Application Support/Steam/userdata/{Steam user id}/264520/remote/unity.phoenix online studios.moebius

Attach the relevant .sav file to your POS forum post or e-mail.

4. Send us the output log

Please send us the output log after you have an issue with the game or crash.
You can find your output log in your game folder.
(whatever path before)\Moebius\Moebius_Data\output_log.txt

NOTE that output log is per session.  So be sure to save a copy of your output log right after you experience the bug or have recreated the bug so that we can see the in-code actions.

Some common issues we can immediately give an answer for:

1. "Image edges are cut off!”

Please run Moebius in 4:3, 16:9, or 16:10. Moebius does not support resolutions outside 1.3333-1.777

2. “When booting the game I receive an error message saying ‘Fatal Error – GetThreadContextFailed’”

This error fairly frequently comes up in games built using Unity as a result of antivirus interfering with the game. If you have any antivirus running be sure to disable that while running the game. Alternately, add the game to your "do not scan" whitelist in your antivirus.

3. "Help! My Mac copy won't run when I click on it!"

Make the binary within the application directory executable.
Open the Terminal application and type:
chmod 755 "/Applications/Moebius/Contents/MacOS/Moebius" (or whichever path you installed it on)
It should then run on double click, as expected.

4. "I can't find my Mac saves anymore."

Unfortunately, we found this is due to a limitation of Mac and Unity.
For some reason Unity games on Mac default save into the Mac cache which would actually be cleared on certain OS updates.
Ask us for a save at where you last were and we'll at least help you get back on track to finish the story.

Following these steps should help you communicate with us better and get your issue resolved faster.
Thank you for the support!  Happy gaming!

Aaron Light, Programmer
Wayne Sung, QA Lead
Phoenix Online Studios
« Last Edit: December 27, 2014, 03:25:29 PM by The Hero »
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