If you are experiencing an issue with the game or want to share feedback, please follow the steps below before submitting a ticket. When submitting a support request, make sure to include all the requested files.
Verify the integrity of your game files
Please follow the steps outlined in the guides below to verify the integrity of your game files. This may resolve issues such as crashes occuring after an update.
Update your graphics drivers
Make sure to install the latest drivers for your graphics cards. If you are experiencing crashes, try a clean driver installation (remove all GPU drivers and install the latest version).
Include log files and save games
If the steps above have not resolved the issue, please send us the following files when filing a support request:
- Marvel's Spider-Man Remastered.log
- Crash dump files (.mdmp)
- DxDiag.txt
- Save file where the issue is occurring
Go to your Documents folder. Here you will find a folder named Marvel's Spider-Man Remastered, that holds the .log file. The save files are located in a subfolder with a long number or a combination of letters and numbers. The path of the folder having the log file will look similar to this:
C:\Users\USERNAME\Documents\Marvel's Spider-Man Remastered\
On English Windows systems, you can copy and paste the line below into your file explorer. It should take you directly to where the log, crash dumps and save files are located.
%userprofile%\documents\Marvel's Spider-Man Remastered\
How to get DxDiag.txt
Press the Windows key on your keyboard or use the Windows search function. Type dxdiag and press enter. This will open the DirectX Diagnostic Tool. From the main screen, press Save All Information to save a DxDiag.txt file. Add this file as an attachment to your support request.
Once you have those files, click here to submit a ticket.
Please attach all the requested files to the ticket to help us troubleshoot as quickly as possible.