The fastest way to get help
Most things get an answer within a day or two. If a game has a Steam community hub, posting there works just as well and helps the next person with the same problem.
Reporting a bug
Four things make a bug fixable instead of just noted:
- Your Windows version and graphics card
- What you were doing right before it happened
- Whether it happens every time or just the once
- The log file — see below
You'll hear back when it's fixed, not just when it's filed.
The game won't start
Four things, in this order. They fix almost all of them:
- Verify the game files. In Steam, right-click the game → Properties → Installed Files → Verify integrity of game files.
- Update your graphics driver. Straight from NVIDIA, AMD or Intel rather than through Windows Update.
- Add the game to your antivirus exceptions. Small executables from small studios get false-flagged constantly, and a quarantined file looks exactly like a broken one.
- Restart. Genuinely — a driver update that hasn't been rebooted into is a common cause.
If it still won't start, send us the log file and your Windows version and GPU. And if you'd rather not wait, take the refund — you shouldn't pay for something that doesn't run on your machine.
Save files and logs
Both live in your Windows user folder. Saves and settings are in the game's folder, and logs are in the logs folder inside it:
| Double Take | %APPDATA%\DoubleTake\ |
|---|---|
| Vignette | %APPDATA%\Vignette\ |
| Countermeasure | %APPDATA%\Countermeasure\ |
Paste the path straight into the Windows Explorer address bar and it will take you there. Back that folder up and your progress travels with you — to a new PC, or through a reinstall.
The games use Steam Cloud, so your progress also follows your Steam account to another PC. Vignette also saves every picture you clear to your Windows Pictures folder as a wallpaper; those are yours to keep.
If your progress has vanished and that folder is empty, tell us what happened right before. A crash during a save is a bug we want to fix.
Online play (Countermeasure)
Countermeasure's online co-op and versus run through Steam. There's no address to type and no port to forward. If you can't find or join a match:
- Make sure Steam is running and you're signed in before you start the game.
- Both players need the same version of the game. Let Steam finish any update on both PCs, then restart the game.
- To play with a friend, invite them from the Steam overlay or the in-game friends list, or use Join Game from your Steam friends list.
- If a match drops, send us both players' log files and roughly when it happened.
Refunds
Refunds go through Steam directly, not through us — Valve handles the money and can process it far faster than we can:
help.steampowered.com → pick the game → "I would like a refund."
No hard feelings. If something specific didn't work, we'd genuinely like to know what it was, even if you've already refunded.
Keys for creators
Streamers, video creators, curators and press: we have a limited number of keys for each game. Email press@pjrealm.com and we'll send one while they last. No embargo, and no approval over what you say. Cover it, don't cover it, like it, don't.
You're welcome to use screenshots, trailers and footage of PJ Realm games, including in monetized video. No separate permission needed. See Press.
Accessibility
If something in a game is unusable for you — text size, color, contrast, timing, a control scheme that doesn't work with your setup — that's a bug, not a preference, and we'd like to hear about it. Several of the options in these games exist because someone wrote in.