Euro Truck Simulator Technical Support

We appreciate that you first consult the Frequently Asked Questions below before contacting us for help at our technical support e-mail

Table of Contents

  1. Contacting tech support
  2. Will Euro Truck Simulator run on my computer?
  3. How do I purchase full version of Euro Truck Simulator?
  4. Is the credit card purchase safe?
  5. Will I lose Euro Truck Simulator when I re-install Windows or buy an all new computer?
  6. I lost the e-mail with my activation code, and now I have to re-install my computer. Can you send me the code again?
  7. How can I tell if my graphics accelerator drivers are up to date? How do I find out what 3D card is installed in my computer?
  8. I think I need to upgrade my graphics accelerator drivers, where can I find driver updates?
  9. What are the known issues with the game? Which graphics cards are not compatible with the game?
  10. The program is running very slowly, how do I speed it up?
  11. I get a message saying: We are sorry, but the operating system failed to provide the window to render game graphics in. Euro Truck Simulator immediately crashes with a Prism3D error.
  12. I am trying to play with steering wheel/gamepad/joystick, but I cannot assign how to steer left and right. Help!
  13. I am a writer for magazine XYZ, and I would like to write a review of Euro Truck Simulator. Are there evaluation copies available?
  14. How do I request a refund?
  15. I am trying to purchase Euro Truck Simulator, but it fails for some reason. What should I do?
  16. I am trying to activate Euro Truck Simulator with purchased key, but it fails for some reason. What should I do?

Euro Truck Simulator Frequently Asked Questions

1.  Contacting tech support

If you have carefully read all the suggestions in this FAQ, but could not find a solution for your technical problem, please get in touch with us at  .

Please note - if you need support with the CD edition of the game purchased in a retail store, please use the support contacts listed in the game's paper manual or on the packaging. Our distribution partners have trained support specialists and can communicate in your language.

IMPORTANT: Please make our tech support task easier, and include the following two log files as an attachment to your e-mail if asking about technical issues:

  • eurotrucks.log - you can find this file in your Documents\Euro Truck Simulator folder.
  • DXDiag log file - save the results from the DirectX diagnostics tool. Please refer to question #7 for more info about generating this log file.
  • Please note that we are only able to provide technical support in English language at the moment

2.  Will Euro Truck Simulator run on my computer?

Give it a Try! That's why the demo is available for download for free. The answer depends on a variety of factors, including CPU speed, amount of memory, and most importantly the type of your 3D graphics accelerator. Having up to date video card drivers should never be underestimated, see below.

For the best experience, we recommend using Microsoft Windows XP or Vista, CPU 2.4+ GHz, 256 MB video card with up to date drivers, and having DirectX 9 installed. But your mileage may vary, Euro Truck Simulator should run fine even on lower configurations, so your best bet is to give it a try - download Euro Truck Simulator and see for yourself - it's FREE!

3.  How do I purchase full version of Euro Truck Simulator?

Click "Buy Full Version" when the demo starts. Euro Truck Simulator will connect to the Internet to reach the transaction server, as illustrated on the Buy page on this site. Activation is transacted on the secure FastSpring site. Note that you need to be connected to the Internet during the purchase procedure, but Euro Truck Simulator requires no Internet connection at other times.

IMPORTANT: Personal firewall software may block Euro Truck Simulator's access to the Internet. Please ensure Euro Truck Simulator is allowed Internet access through the firewall. We do not recommend turning off your firewall, not even for a few seconds, as you would put your computer at risk unnecessarily. Instead, specifically allow Euro Truck Simulator to access the Internet, via your firewall controls or settings.

After purchasing Euro Truck Simulator, the application will immediately be automatically converted from trial mode into full version (it is "activated"). You should also receive a confirmation e-mail after a few minutes, with the details of the transaction, and a special activation code (see question #04).

Make sure to double-check your e-mail address when filling in the purchase form, so that the e-mail is properly sent to you! Also, verify that your spam filtering software does not block the e-mail.

4.  Is the credit card purchase safe?

The credit card transaction is absolutely safe.

First of all, SCS Software, the creators of Euro Truck Simulator, is a trustworthy company. We have been in the business since 1997. Every year, we are selling hundreds of thousands of PC games in the 18 Wheels of Steel truck simulator series and Hunting Unlimited series games in major retail stores like Wal-Mart or Best Buy. We would be very concerned if we were to risk our reputation with insecure credit card purchase system.

You can find out more about us and our products on our company website: www.scssoft.com

The credit card transaction is executed on a strongly encrypted connection. With several thousand of our games already sold online, we haven't had a single complaint of credit card fraud.

5.  Will I lose Euro Truck Simulator when I re-install Windows or buy an all new computer?

There is no danger that you would lose Euro Truck Simulator, whether you had to re-install your computer, or buy a brand new one. You can always back-up (or re-download) the Euro Truck Simulator installer, install Euro Truck Simulator again, and enter the activation code again to unlock the full version of Euro Truck Simulator for free.

Re-install Euro Truck Simulator, and when the dialog comes up offering you to buy the demo, instead of entering your credit card details just click the link Already paid? Click here. A browser window will pop up and you will be guided through the procedure of entering the activation code. Euro Truck Simulator will be switched to full version again, for free.

See also question #06 below - even if you lose the code that you will receive inside your purchase confirmation e-mail, the code can be retrieved using this method.

link for information on how the procedure works.

6.  I lost the e-mail with my activation code, and now I have to re-install my computer. Can you send me the code again?

PURCHASED THROUGH FASTSPRING:
Mail us at   providing the e-mail address you used when purchasing Euro Truck Simulator and we will re-send the activation code to you.

PURCHASED THROUGH TRYMEDIA:
Please request the activation code to be re-sent to you on this support form. The system is fully automated, just enter the e-mail address you used when purchasing Euro Truck Simulator, and a new code will be sent to you immediately.

When you install Euro Truck Simulator again, run it, and when the dialog comes up offering you to buy the demo, instead of entering your credit card details just click the link Already paid? Click here. A browser window will appear and you will be guided through the procedure of entering the activation code to switch the game to full version again, for free.

7.  How can I tell if my graphics accelerator drivers are up to date? How do I find out what 3D card is installed in my computer?

There is a utility on all Windows machines that is called DXDiag (for DirectX Diagnostics) which reports all kinds of technical details about the computer. It can be launched simply by clicking on the Start button in Windows, selecting the Run option, and typing 'dxdiag' (without apostrophes) into the window that will appear. The DirectX Diagnostics utility will show up, scan your computer in a few seconds, and you will be able to see all kinds of information organized on several tabs. You will find the information about your 3D card summarized on the Display tab.

The crucial piece of information on the Display tab is the Date. If your display drivers are more then several months old, it is generally a good idea to update them.

Note: When you want to get in touch with our technical support, it may be desirable to send a copy of the dxdiag output along with your tech request. Just click the Save All Information button, and store the output in a text file which may be attached to an e-mail. There is no need to fear that you would be sending any private information with this report, it's only technical data about your computer. You can verify this easily - just open the file in any plain text editor like Windows Notepad.

8.  I think I need to upgrade my graphics accelerator drivers, where can I find driver updates?

When you encounter any graphics issues, as a general rule of thumb it is always a good idea to try to update your graphics accelerator drivers. If your graphics drivers are more than several months old (as reported by the DXdiag output explained in the question above), you may be missing out on important updates and fixes. Graphics accelerator companies frequently update the drivers with bug fixes and performance enhancements, so all of your applications should benefit from the upgrade.

  • ATI calls the drivers for their graphics cards "Catalyst."
  • Download the ATI drivers here
  • Pick your operating system in first step, select your 3D card type in second step, and finally click the link to download latest Catalyst driver.

NVidia - GeForce series cards:

  • Nvidia refers to the drivers for their 3D cards as ForceWare (formerly Detonator)
  • Download the Nvidia drivers here
  • On the page linked above, select "Graphics Driver," then GeForce and TNT2 group of products, and finally your operating system. Click "Go!" button.

Intel - Intel Express, 8x5, 9x5 series 3D chipsets:

  • Intel has a wide range of mobile and desktop graphics controllers.
  • Download Intel graphics drivers here
  • The page above lists various Intel graphics parts, and it also has a useful guide for identifying your Intel graphics controller if you are unsure of what you need.

Additional graphics chipsets support pages: SiS, Matrox, VIA, S3 Graphics.

Important: Many brand name notebook and desktop computer manufacturers recommend or even require that driver updates be obtained from their official technical support facilities.

Note: various companies seem to prefer different terms for the devices producing 2D and 3D graphics on your screen. For practical purposes, the terms graphics card, video card, graphics chipset, graphics accelerator, graphics controller, or 3D card can be considered equivalent.

9.  What are the known issues with the game? Which graphics cards are not compatible with the game?

The amount of memory that a graphics accelerator is equipped with is not a true indicator of the power and compatibility of the given 3D chipset. Many older graphics cards were equipped with enough memory, but do not offer the features required for Euro Truck Simulator to work, or their manufacturers have long stopped supporting them and do not provide any 3D display driver updates for them.

This is a list of graphics cards/chips that are known not to work correctly with Euro Truck Simulator:

  • ATI 9500, 9600 and all 9x00 series chipsets with obsolete (circa 2004-2005) drivers - bug in drivers, everything is black in the game. Solution: update the drivers.
  • Matrox G400/450 chipset-equipped cards - missing features and buggy 3D support in drivers, game will not work
  • 3D Prophet cards, anything on Kyro chipset - missing features and buggy 3D support in drivers, game will not work
  • S3 Graphics chipsets (S3 Savage, ProSavage, UniChrome) - missing features and buggy 3D support in drivers, game will not work
  • SiS 650 series graphics chipset - missing features and buggy 3D support in drivers, game will not work
  • ATI RADEON XPRESS 200 series cards/chips - the game is way too slow. This chip has good features on paper, but does not work right with our game. We are investigating the issue.
  • Nvidia GeForce 2, 3, 4MX cards - too slow cards by today's standards, slow performance, graphics glitches likely.
  • ATI Radeon 7000 series cards - too slow cards by today's standards, slow performance, graphics glitches likely.

Windows Vista - many 3D cards which worked perfectly under Windows XP with our game may not work right or at all under Vista. This is due to a total overhaul of the core of the operating system by Microsoft, which required significant redesign of graphics drivers by the various graphics chips manufacturers.
Vista is geared towards DirectX 10 support, and many DirectX 9 and OpenGL applications/games have trouble under Vista, as the support for these legacy APIs is still relatively immature in the new system.

Many older 3D chipsets do not have official Vista support, including relatively recent parts like Nvidia 5x00 FX series cards, or ATI 9x00 series cards. The result is the dreaded message " We are sorry, but the operating system failed to provide the window to render the game graphics in. Please consult the game manual for known workarounds that might improve the game's compatibility with your hardware."

Unfortunately, We cannot work around the issue. We can only hope that further work on display drivers may improve the situation with 3D games and especially OpenGL support.

10.  The program is running very slowly, how do I speed it up?

The general hints to get better frame rate are as follows:

  1. Lower the screen resolution that the game uses. Click on Euro Truck Simulator's icon on the desktop. A window will appear with several options. Click the Advanced button, and a new window will appear with configuration options where these settings can be changed. Next to Resolution is a drop-down box listing the current screen resolution used by Euro Truck Simulator. Try selecting any of the lower resolutions, then click Close to return to the main window. Once there, click Start! to test the newly selected resolution.
  2. On the Configuration window, there are also drop-down boxes named Shader Quality and Detail Settings. Try selecting different choices for each, and testing the results in-game. We recommend changing only one of these settings at any one time, then immediately testing the new settings, by starting the game via the main window. If the results are not to your satisfaction, continue tweaking the settings in this way.

11.  I get a message saying: We are sorry, but the operating system failed to provide the window to render game graphics in. Euro Truck Simulator immediately crashes with a Prism3D error.

There are several possible causes for this to happen. In most cases, the critical element of resolving the problem is upgrading video card drivers. (See #8 above)

  • Reportedly, some computer vendors ship new machines with the system preconfigured, but without proper drivers for the particular brand of 3D accelerator card installed, including OpenGL support. Make sure to always have proper up to date 3D card drivers installed.
  • Upgrades of certain Windows components (upgrade of DirectX, a Service Pack application) may require driver reinstallation afterwards.
  • You may have your desktop color depth (Color quality) in Windows set to 256 colors. Make sure you have Windows running in 16-bit or 32-bit color depth.
  • You may be using a very old computer with hardware capabilities below minimum specifications required to run Euro Truck Simulator.

12.  I am trying to play with steering wheel/gamepad/joystick, but I cannot assign how to steer left and right. Help!

When you select an alternate controller on the Keyboard tab of the Options screen, steering with keyboard is disabled. Make sure to switch to Controller tab and define how the controller controls should be used in the game: select and adjust "Steering axis" etc. - this defines which buttons and/or controller elements should be assigned to steering actions.

13.  I am a writer for magazine XYZ, and I would like to write a review of Euro Truck Simulator. Are there evaluation copies available?

We'll be happy to provide you with an evaluation copy of our game.

Please contact us via e-mail or phone.

14.  How do I request a refund?

If for some reason you are not satisfied, you can take advantage of a limited time money back guarantee.

PURCHASED THROUGH FASTSPRING:
Please get in touch with us at .

PURCHASED THROUGH TRYMEDIA:
Please click the following link for instructions on how to request a refund: Request TryMedia refund

15.  I am trying to purchase Euro Truck Simulator, but it fails for some reason. What should I do?

Get in touch with us!

16.  I am trying to activate Euro Truck Simulator with purchased key, but it fails for some reason. What should I do?

Euro Truck Simulator is distributed with two different activation systems. Please make sure that you are using your key for the correct version. Check your activation code format described below and make sure your activation screen does match it. If your screen does not match you need to download and re-install Euro Truck Simulator using the supplied links.

FASTSPRING ACTIVATION WINDOW

Your activation code is five groups separated by dashes, each group consists of six numbers and/or letters:

Activation Code: XXXXXX-XXXXXX-XXXXXX-XXXXXX-XXXXXX

Your activation screen should look like the image below. If it is different, please use this link to download and reinstall the correct version.

FastSpring - new activation method

TRYMEDIA ACTIVATION WINDOW

Your activation code is a single group of thirty-two numbers and/or letters:

Activation Code: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Your activation screen should look like the image below. If it is different, please use this link to download and reinstall the correct version.

TryMedia - old activation method