Introduction

For any request, please contact us exclusively at the following address: support@shine-group.tech

HOW TO FILL IN THE CONTACT FORM
General information to provide:
• Your e-mail address.

 • Your platform
• The type of request: do you wish to report an issue, an in-game bug, or simply give feedback?
• A detailed description of the problem or bug encountered.
→ For an in-game bug, please describe exactly what you were doing just before the bug occurred (steps to reproduce, etc.).
• Attach a screenshot or video illustrating the issue, if possible.

  • Platform-Specific Information:
    → For console users:
     • Please indicate which platform you’re using (e.g., PlayStation, Xbox, Nintendo Switch, etc.).
    • For Nintendo Switch players, specify whether you’re playing in docked or handheld mode.
    • If you’re experiencing an issue with a peripheral, please include the brand and model of your gamepad/controller.

→ For PC users:
 • Please also attach a DirectX diagnostic report:

  1. Type dxdiag into the Windows search bar and open the tool.
  2. Click Save All Information.
  3. Save the DxDiag.txt file to your computer, then close the tool.
  4. Attach the DxDiag.txt file to your support request via the form.

NOTE: If your attachments exceed the maximum file size, you can use a free transfer service such as WeTransfer or Smash and include the download link in your report.

PC Checklist

Quick Checklist
 To be asked of all players experiencing launch or crash issues:

  • Update graphics drivers
  • Check antivirus: ensure it isn’t blocking the game or its executable → add the game folder to your antivirus exceptions/whitelist
    • In case you have an antivirus issue (AVAST For example): Blue screen or another error message preventing the game: Please check the section F below in this document
  • Verify game file integrity on Steam
     (Right-click the game in Steam > Properties > Installed Files > Verify integrity of game files)
  • Run the game as administrator
  • Ensure Windows is up to date
  • Avoid installing the game on a slow drive (HDD); recommend SSD if possible, and check available disk space
  • Restart the PC

Advanced Checklist (In-Depth Technical Diagnostics)

To request if issues persist or to gather detailed information:

A. DxDiag Report

  1. Press Windows + R
  2. Type dxdiag, then press Enter
  3. Click “Save All Information”
  4. Choose a location to save the resulting .txt file
  5. Attach that file to your support request

B. System Configuration Export

  1. Press Windows + R
  2. Type msinfo32, then press Enter (the System Information tool opens)
  3. In the menu bar, go to File > Export…
  4. Choose where to save (e.g. Desktop)
  5. Name the file (e.g. System_Config.txt) and click Save
  6. Attach the exported file to your request

C. Msinfo32 Export

  1. Press Windows + R, type msinfo32, and press Enter
  2. When the System Information window opens, click File > Export…
  3. Select a save location, give the file a name, and click Save
  4. Attach the .txt file to your reply

D. Send a Windows Event Log Report

  1. Press Windows + R, type eventvwr, then press Enter
  2. Navigate to Windows Logs > Application
  3. Identify the errors/warnings that occurred at the time of the crash
  4. Right-click the event and select “Save Events As…”
  5. Attach the saved file to your request

E. Allow the Game in Windows Security
 If Windows is blocking the game launch, authorize it as follows:

  1. Right-click the Start button and choose Settings
  2. Go to Update & Security, then Windows Security
  3. Select Virus & Threat Protection
  4. Under Current Threats, click Protection History
  5. Find the blocked game application (e.g. Insanegame_x64.exe) in the Controlled Folder Access list
  6. Click Actions, then Allow on Device
  7. Close the Windows Security window

F. Avast Antivirus & Game Crash (BSOD) – User FAQ
 Known Issue: Some users of Avast Free on Windows 11 may experience a blue screen (BSOD) when launching the game. This can happen if Avast scans the game executable at startup.

Workarounds:

  • Add exceptions in Avast:
    • Open Avast menu > Settings > General > Exceptions
    • Add the game folder and all related launchers to the exceptions list
  • Temporarily disable the File Shield:
    • Avast Settings > Protection > Core Shields
    • Turn off File Shield before launching the game
  • Do not use Avast sandbox:
    • If prompted, refuse to run the game in the sandbox
  • Run as administrator:
    • After adding exceptions, launch the game with administrative privileges

Note: The Rooftops & Alleys executable won’t be digitally signed at launch, which may trigger false positives in some antivirus programs. If flagged, this is a harmless alert—you can safely run the game.

G. Steam Download/Installation Issues
 If you’re unable to download the game via Steam, please follow these steps:

  1. Launch Steam.
  2. Click Steam (top-left corner) and select Settings.
  3. Go to the Downloads tab.
  4. Click Clear Download Cache, then confirm by clicking OK.
  5. Steam will automatically restart.

Important: This will not delete your installed games, but you will need to log in to Steam again.

H. Error Message / Screenshot

  • Take a screenshot of the error message (using the Print Screen key or the Windows Snipping Tool).
  • Attach the image to your email or support request.

I. Disable Overlays
 To avoid conflicts, disable in-game overlays:

  • Discord: Settings > Overlay > Disable
  • GeForce Experience: Settings > General > In-game Overlay > Disable
  • Xbox Game Bar: Windows Settings > Gaming > Disable

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