Troubleshooting

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Issue: Missing Visual C++ Redistributable

Problem: RS Games client fails to start or starts with errors. This is the most common issue.

Solution: RS Games Client, to work correctly, needs a software from Microsoft called the Visual C++ Redistributable for Visual Studio 2015. The solution is to download and install this required dependency. Note that this may have been installed previously; if this is the case, Microsoft's installer will tell you that it's already installed and not needed to install again.

Please click here to download the Visual C++ Redistributable from Microsoft. After downloading, please run the installer you just downloaded from Microsoft. After the installer completes, try to run RS Games.

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Issue: File is not properly downloaded

Problem: RS Games Setup/Installer, when launched, says "This app can't run on your PC". This issue is most common with Firefox users but may happen with all browsers.

Solution: The problem is the file did not download and is not due to the fact the software cannot run. If you inspect the properties of the file in Windows Explorer, you will see the file is zero bytes, meaning it is completely empty. This issue is most common in Firefox, which believes the RS Games Client could be malware because it did not receive many downloads. Firefox uses the phrase "This file is not commonly downloaded", but silently blocks the download, and only creates an empty, zero-byte file. The solution is in Firefox, go to the Downloads Manager (by pressing Control+J) and on the setup file, click "Allow Download".

Using another browser such as Chrome may give you better results. RS Games is currently trying to work with browser vendors to ensure the RS Games Client is not incorrectly marked as malware.

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Issue: File is incorrectly marked as dangerous by your web browser

Problem: Your web browser, while trying to download the RS Games Setup/Installer (.exe file), warns the RS Games client is not commonly downloaded, and blocks the download. This issue has been seen on Chrome, Firefox, and Edge.

Solution: Because RS Games Client version 2.2 is new and there are not a huge number of downloads, the overly aggressive security features on modern web browsers thinks the client could be a new virus. This is certainly not true and unfortunately common among audiogames. Depending on your browser, you will be able to "Allow" or "Accept" the download.
You may also try downloading the .zip file from our downloads page, which is less likely to trigger the browser's warning. Please try downloading the .zip file if you are having issues downloading the .exe file.

RS Games is currently trying to work with browser vendors to ensure the RS Games Client is not incorrectly marked as malware.

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Issue: Leftover files

Problem: RS Games client fails to start or starts with errors.

Solution: RS Games stores additional files to run correctly that are not fully removed during running the uninstaller. There are two directories to be removed. Please perform these steps below to remove any files that may cause the client issues to start:

• Removing the ZGP folder inside %appdata%:
  1. Press Windows+R to open a Run Dialog
  2. Put in %appdata% and press enter or click ok.
  3. Find the folder ZGP and delete it.
  4. Note: This folder is used to store sounds and user preferences for RS Games. The word "ZGP" stands for Zanosoft Game Protocol, which is the underlying protocol that powers RS Games.
• Removing the gen_py folder inside %temp%:
  1. Press Windows+R to open a Run Dialog
  2. Put in %temp% and press enter or click ok.
  3. Find the folder gen_py and delete it.
  4. Note: this directory is used by accessible_output2, which is how the RS Games Client can provide text-to-speech on your computer. This step shouldn't be necessary in version 2.2 of the client, but it is fine to try anyway.