SUPPORT

SILENT HILL: TOWNFALL SUPPORT

FOR ALL SUPPORT REQUESTS RELATING TO SILENT HILL: TOWNFALL, PLEASE CONTACT KONAMI USING THE FOLLOWING LINKS FOR YOUR REGION!

Screen Burn are a very small team, and not able to handle direct customer support - we will not be able to respond to emails direct, so use the above forms and if Konami can’t help, they’ll connect with us! Thanks!

STORIES UNTOLD / OBSERVATION SUPPORT

As we’re a small team, it may take some time to get back to you with any specific questions or issues you might be having with Observation or Stories Untold. In the meantime, please have a look at the FAQ below, and if your issue is not covered, complete the form and we’ll take a look! Thanks!

Q: In Stories Untold, when I start a chapter I just get a black screen

A: It sounds like you might have an old, modified or ‘lite’ version of your Windows operating system! Not all versions ship with the default video codecs that you would expect, so installing something like the “KLite Codec Pack”, should help you out!

Q: In Observation, I’m stuck at the first document screen and can’t seem to exit pressing X on the keyboard?

A: The symbol (a backwards arrow with X inside) represents “backspace”.

Q: The game [Observation] crashed on launch [PC] - help?

As of v1.11 we’ve enabled some fall-backs if your PC has crashed on start up to help you get in to the game. Usually this is the result of the game running at too high spec for the hardware. On crashing during startup, the game settings will revert to the lowest settings to allow you to get into the menu and make changes. Once there, there is an indicator in the graphics settings that will tell you if you are going above your RAM limit and likely to crash during gameplay.

Q: 'I’m getting an infinite loading screen on starting up Observation (PC] - help?

We’ve found that this is often caused by audio applications or enhanced audio drivers conflicting with the engine. If you are suffering from this issue when running Observation:

close any other sound or music applications, inc pro audio such as Pro Tools, FL Studio (if you don’t know what these are, then it won’t be the problem!)
go to Control Panel -> Sound and make sure the correct playback device is chosen and set as the ‘default device’
Try disabling any non-essential playback devices and closing non-essential applications
If you have no luck, get in touch using the form below!

Q: In Observation, I’m hearing audio but can’t see the main menu on PC, help!?

We’re aware of this issue but having trouble replicating it - we will attempt to patch in the future, but for now if this happens, follow these steps!

Start up game
When the intro’s are finished you’ll be in the main menu (even though you can’t see it)
Use arrow keys and go down 2 times and press enter (this will take you to the options menu)
Use arrow keys and go down 1 time and press enter (This will take you to graphics)
Use arrow keys and go down 2 times and use the left and right arrow keys (Allows you to change resolution)
Changing the resolution (and then back to whatever you want) should fix the issue from there on.

Q: My questions isn’t listed! I guess I should complete the form below?

Yep - feel free to ask any other questions or submit crashes/bugs via this form. If you have a crash, please can you attach any crash logs, crash dumps or Dxdiag to the message, and if you can put in as much detail as to when a crash happens and we can use this information to answer you better!

Please be courteous in your messages. We know some support issues are frustrating, but it’s a lovely and very real human on the other end of the email. Anything abusive just goes in the bin!