How to Get Help w/ Technical Issues
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Join Date: Dec 2007
01-12-2010, 12:58 PM
How to generate a client DUMP for Cryptic
If Cryptic devs ask you to provide a DUMP for an STO client freeze or crash, here's how to generate that report.
Browse to the location where you installed STO. The default location is in your Program Files folder, or Program Files (x86) for 64-bit versions of Windows. You'll need to go here and even further into the Live folder.
%PROGRAMFILES%\Cryptic Studios\Star Trek Online\Live
Find the executable named
and launch it with the frozen STO client still running.
Find the process named
and select it.
Click on the "Send" button. Make sure the STO client and the CrypticError application are running during this entire process. This helps Cryptic trace and identify the cause of your client freeze/crash.
How to get a copy of your client settings
If a community member ever asks you for a copy of your client settings (ie: graphics settings) to help troubleshoot performance, here's one way.
Browse to the location where you installed STO. The default location is in your Program Files folder, or Program Files (x86) for 64-bit versions of Windows. You'll need to go here and even further into the Live and then Localdata folders.
%PROGRAMFILES%\Cryptic Studios\Star Trek Online\Live\Localdata
Open the only file here,
with a text editor such as Notepad.
Select the desired text and copy it (right click and choose Copy or Ctrl-C). For just graphics settings, copy only the lines prefixed with
Paste it into your post (ie: Ctrl-V).
How to verify your client data files
We've seen all sorts of file corruption when downloading the STO client from other sources. If you have problems installing or running STO, you might have a corrupted installer file or client data files (*.hogg files found in the "piggs" folder... Cryptic used this naming convention with CO as well). Click on options at the top of the launcher and choose "force verify". When you close the options the launcher should verify all files. If it doesn't, close the launcher and restart it. I've removed the checksums here for the client files since we now have official customer support from Cryptic. If you continue to have problems with getting corrupted data files (ie: bad installer disk or corrupted download), please contact Cryptic.
Downloader/Launcher: To view the individual files being downloaded at any given time, simply press your 'X' key when the Cryptic launcher window is active.