Can we get a refund? The game won't load
Hi, I bought this for two brothers. It works for one but not the other. Steam won't refund me because part of my purchase has been used.
I've verified game files, updated graphics card drivers, uninstalled and reinstalled the game and turned off the steam overlay but it won't start. I've requested a refund from steam but they say "We are unable to refund this purchase because it contains a gift that was sent and redeemed by another user. They'll need to use the Support site to allow for the refund."
Here are the computer specs. Sorry for the walls of text.
Processor Information:CPU Vendor: GenuineIntelCPU Brand: Intel(R) Core(TM) i5-4570 CPU @ 3.20GHzCPU Family: 0x6CPU Model: 0x3cCPU Stepping: 0x3CPU Type: 0x0Speed: 3193 MHz4 logical processors4 physical processorsHyper-threading: UnsupportedFCMOV: SupportedSSE2: SupportedSSE3: SupportedSSSE3: SupportedSSE4a: UnsupportedSSE41: SupportedSSE42: SupportedAES: SupportedAVX: SupportedAVX2: SupportedAVX512F: UnsupportedAVX512PF: UnsupportedAVX512ER: UnsupportedAVX512CD: UnsupportedAVX512VNNI: UnsupportedSHA: UnsupportedCMPXCHG16B: SupportedLAHF/SAHF: SupportedPrefetchW: UnsupportedBMI1: SupportedBMI2: SupportedF16C: Supported
FMA: SupportedOperating System Version:Windows 10 (64 bit)NTFS: SupportedCrypto Provider Codes: Supported 311 0x0 0x0 0x0Client Information:Version: 1738026274Browser GPU Acceleration Status: EnabledBrowser Canvas: EnabledBrowser Canvas out-of-process rasterization: EnabledBrowser Direct Rendering Display Compositor: DisabledBrowser Compositing: EnabledBrowser Multiple Raster Threads: EnabledBrowser OpenGL: EnabledBrowser Rasterization: EnabledBrowser Raw Draw: DisabledBrowser Skia Graphite: DisabledBrowser Video Decode: EnabledBrowser Video Encode: EnabledBrowser Vulkan: DisabledBrowser WebGL: EnabledBrowser WebGL2: EnabledBrowser WebGPU: EnabledBrowser WebNN: DisabledVideo Card:Driver: NVIDIA GeForce GTX 1060 6GBDirectX Driver Name: nvldumd.dllDriver Version: 32.0.15.7216DirectX Driver Version: 32.0.15.7216Driver Date: 1 26 2025Desktop Color Depth: 32 bits per pixelMonitor Refresh Rate: 60 HzDirectX Card: NVIDIA GeForce GTX 1060 6GBVendorID: 0x10deDeviceID: 0x1c03
Revision: 0xa1Number of Monitors: 2Number of Logical Video Cards: 2No SLI or Crossfire DetectedPrimary Display Resolution: 1920 x 1080Desktop Resolution: 3840 x 1080Primary Display Size: 20.91" x 11.77" (23.98" diag), 53.1cm x 29.9cm (60.9cm diag)Primary Bus: PCI Express 16xPrimary VRAM: 6143 MBSupported MSAA Modes: 2x 4x 8xSound card:Audio device: Speakers (Realtek High DefinitiMemory:RAM: 16295 MbVR Hardware:Headset: Oculus unknown_panther (vrlink)Controller: Oculus Oculus Quest3 (Left Controller) (vrlink)Controller: Oculus Oculus Quest3 (Right Controller) (vrlink)Controller: OculusHT VRLink Hand Tracker (Right Hand) (vrlink)Controller: VRLink VRLink Hand Tracker (Left Hand) (vrlink)Miscellaneous:UI Language: EnglishMedia Type: DVDTotal Hard Disk Space Available: 1068223 MBLargest Free Hard Disk Block: 217979 MBOS Install Date: Jan 24 2025Game Controller: None detectedMAC Address hash: f16bdc7f5022ffa525c20ddadc3dd6b4d12e7f9eStorage:Disk serial number hash: 5c6b32b3Number of SSDs: 1SSD sizes: 120GNumber of HDDs: 1HDD sizes: 1000GNumber of removable drives: 0
I have the same bug
Hello Malcolm,
Thank you for reaching out to us, and we sincerely apologize for the issue you have been experiencing.
Although you have already reinstalled the game, can you try a 'clean installation' of the game? A 'clean installation' is a more thorough process that ensures all remnants are removed before reinstallation.
To perform a clean installation, please follow these steps:
After completing the above steps, first make sure your OS is also up to date. Once done, reinstall the game through Steam and check if the issue persists.
If the issue continues, please send us the log files from the time of the issue occurred.
Kind Regards,
Keen Software House: QA Department
Hello Malcolm,
Thank you for reaching out to us, and we sincerely apologize for the issue you have been experiencing.
Although you have already reinstalled the game, can you try a 'clean installation' of the game? A 'clean installation' is a more thorough process that ensures all remnants are removed before reinstallation.
To perform a clean installation, please follow these steps:
After completing the above steps, first make sure your OS is also up to date. Once done, reinstall the game through Steam and check if the issue persists.
If the issue continues, please send us the log files from the time of the issue occurred.
Kind Regards,
Keen Software House: QA Department
I won't be over at the kid's house until next week. I already did "
After completing the above steps, first make sure your OS is also up to date. Once done, reinstall the game through Steam" His computer had just been wiped and Windows 10 re-installed.
I won't be over at the kid's house until next week. I already did "
After completing the above steps, first make sure your OS is also up to date. Once done, reinstall the game through Steam" His computer had just been wiped and Windows 10 re-installed.
A refund is exclusively a matter for Steam.
Buy reporting your problem with the game here Keen can maybe fix that issue, if no other has a clue what the problem could be here.
A refund is exclusively a matter for Steam.
Buy reporting your problem with the game here Keen can maybe fix that issue, if no other has a clue what the problem could be here.
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