¶ Getting Help!
Guiding Philosophy: At Sigma Draconis Games (SDG) we strive to treat our players with an open hand vs a closed fist. Our staff members aim to enthusiastically help you with issues you encounter.
Self Help: Prior to opening a ticket please read over our list of player commands that could help solve your issue by clicking SDG SE Player Commands or using the command !longhelp in game. The helpful SDG player base may also help with questions posed in game chat or on the relevant Discord channels.
If you are unable to solve your issue using those commands or from other players, please open a ticket with our Staff by visiting our #🎫sigma-support channel on Discord. When submitting your ticket, choose the appropriate category. There is a time limit before the ticket closes automatically. In cases of complex issues, it's helpful to compose your submission elsewhere (eg Notepad). Then, when ready, open the ticket and copy/paste what you wrote. Most tickets request information as listed below. Concisely and clearly providing details enables our staff to better help you in a timely manner.Server Name:Instance(if applicable):Grid name(if applicable): Time & Date(If applicable/grid related issues):Purpose of the Ticket:
Support Tickets are generally required for assistance with issues such as:
- Scripter Role: Scripting on the server is a privilege. We grant that role upon agreement to abide by our usage terms of service.
- Oopsie Restores: Once every 30 days. If already used, still ask, there may be extenuating circumstances. Worst case we say no. Review our SE Global Restore Policy for specifics.
- Server Crashes: Grid restores on server crashes.
- Engineering and grid bugs: Client desync not resolved with a relog, inability to spawn, stuck in cryo, ship unresponsive not fixed with !fixship, grids lost to automatic cleanup, etc.
- Player privileges: One-Time Supply Drop (where/when available), Patreon supporter role, access to test servers, Wiki contributor role, etc.
- Discord needs: Access to post in restricted channels like SDNN and Faction Advertising, etc.
- Sensitive information: Have a question or concern you don't feel comfortable asking in public (be it an exploit you found, concerns about another player, or even concerns about Staff), please feel free to open a ticket.
- Other Situations: The above is not a comprehensive list. When in doubt, ask. The answer may be no, but do not say no to yourself without giving us a chance to say yes. In some situations the answer may vary depending upon a variety of factors (player experience, staff availability, low/high ticket volume, etc).
¶ Troubleshooting
¶ Common Space Engineers Issues
We document common problems (grids stuck in voxels, grids flying away, etc) for Space Engineers
Please click here to learn about common space engineers problems
¶ General Troubleshooting
Here is a number of possible steps to try to resolve client connection issues. These are generally client side issues and is most often related to workshop mod content and Steam being out of sync.
You may need to try some or all of these idea's to resolve issues with connecting to the server, but ultimately we don't offer client technical support.
- Verify Integrity of Game Files for the game
- Clear your mod cache!
- Direct Connect using "Favorites" or by IP to the server Do not use "Continue Game"
- Make sure Steam is set to allow downloads during gameplay : Click for Example Picture
- Change Steam Download Region to something close to you / something different than it currently is set to : Click for Example Picture
- Log out of Steam using "Change Account" as seen here https://i.imgur.com/EotNoOi.png, then completely quit Steam before logging back in.
- Clear the Steam Download Cache http://support.steampowered.com/kb_article.php?ref=3134-TIAL-4638
¶ Clearing your Mod Cache!
The Steam Workshop is a blessing and a curse. It opens up so many doors for modding, but also brings some hiccups. Sometimes the mod files on your computer will not match what is on the Steam Workshop / what is on the server. This can lead to unexpected behaviours or things not functioning properly. Steps use Space Engineers as an example.
- Close Space Engineers AND Steam.
- Navigate to
C:\Program Files (x86)\Steam\steamapps\workshop(or wherever your steam install is located). - In that folder, locate and delete appworkshop_244850.acf (244850 is the ID number for SE)
- Navigate to
C:\Program Files (x86)\Steam\steamapps\workshop\content\244850(or wherever your steam install is located). - Select/Highlight all numbered folders inside the
244850folder and delete them. - Open Steam, Open Space Engineers, Log in to your favourite server
If you only wish to clear mod cache for a specific mod - instead of deleting everything in the 244850 folder, simply delete the one whose number matches the ModID of the mod in question.
¶ Verify Integrity of Steam Files
¶ Space Engineers Known Connection Bugs
This bug is far far less common than it used to be in 2020-2021, but the instructions are left here in case you're hitting this bug.
There is currently a known bug related to connecting to the servers. It manifests in one of two ways - players either load into an "Offline World" single player when trying to join, or they repeatedly receive "Server is not responding" as a response when trying to connect. It was greatly exasperated with changes to the mod download system by Keen when they released the big Frostbite patch.
This bug is not unique to Draconis, it is a bug in the Keen multiplayer join system. The good news is we have a temporary fix available from Torch developer Rexxar that can be applied client side. This fix was updated for the Sparks of the Future patch by one of our players, azazaza (Nurial).
Please understand this is not our (Draconis Cluster) fix, we are just helping spread it out. It has seen a very high success rate to help players join servers.
¶ Installation
- Install the Space Engineers launcher for Plugin Loader: https://github.com/sepluginloader/SpaceEngineersLauncher
- Start the game via the launcher
- Click on Plugins
- Search for timeout
- Tick the checkbox to enable the TimeoutFix plugin by rexxar as shown on this screenshot:
6. Click Apply then Yes to restart the game to apply changes
7. You will see the following messaging while trying to join a multiplayer game:
¶ Clearing your Torch Server Mod Cache!
This section only exists as a technical reference for users who run their own Torch instances for Space Engineers to host their own server (usually for development or testing purposes). If you don't know what Torch is, you won't need this section.
Before starting, close Torch. You may need to adjust the paths to where you chose to store Torch.
- Navigate to
C:\torch-server\Instance\ - In that folder, locate and delete
appworkshop_244850.acf(244850 is the ID number for SE) - Navigate to
C:\torch-server\Instance\content\244850(or wherever your Torch install is located). - Select/Highlight all numbered folders inside the
244850folder and delete them. - Start Torch and your server and let it redownload mods.
- Profit!