READ: Basic Support Info & Common Fixes

Be aware that support here is from other players. The developers of Altitude no longer actively support the game, but they may respond to support inquiries e-mailed to support@altitudegame.com. As we monitor this forum daily it is recommended to post first here to get help fast and when necessary we will suggest you contact the developers for their assistance.

Known Issues

  • In-game options may be slow to load and can cause you to time out of game servers
  • Some populated servers may not show up on server list if you check it too quickly after starting game. I believe this is related to having a large friends list, so if you do not have a large friends list you should not or only very rarely experience this.
  • In rare cases, having a gamepad or controller connected may prevent Altitude from starting (help for this near bottom of this post).
  • Some players have had trouble joining games due to a “Failed to process map” error. If this happens with you create a thread here with as many details as you can provide. It has been difficult to diagnose, but we will try to help. You may want to go ahead and e-mail the developers at the e-mail address above if you regularly experience this error. If you do get the issue fixed, it would help if you posted what you did to resolve it here.

Altitude Log Files

If Altitude is not starting up or crashing, you can often find error information within the Altitude log files. You can access the log files by going to the directory where Altitude is installed and then opening the log folder.

If you play Altitude through Steam
Go to your game library in the Steam client software and right click on Altitude in your game list. in the menu that pops up click Properties and then go to the Local Files tab. Clicking Browse Local Files should open up the directory were Altitude is installed.

If you play the standalone version of Altitude
You probably installed Altitude to the default location or, if not, you probably know where you installed it. The default install locations for the standalone version of Altitude are listed below.

  • Windows (64-bit): C:/Program Files (x86)/Altitude/
  • Windows (32-bit): C:/Program Files/Altitude/
  • Mac OS X: /Applications/Altitude/
  • Linux: $HOME/altitude

Once you have found your Altitude installation, enter the Log folder.

Most information logged from the Altitude client is in Altitude.log, but you might also check Launch.log as well. You can view either by opening them in any text editor. If you see an exception (error) that hints at your issue enough to resolve it on your own, great! Otherwise post here or ask on the PlaneBall Discord Server and we will help. If you do see an error in the log generally you only need to post that part of the log, but go ahead and include a few lines before it too and describe when the problem occurs.

Common Reasons Why Altitude Won’t Start

Primarily Altitude will fail to start due to issues with graphics card drivers or input devices / drivers (such as game controllers or other input devices connected with Bluetooth or USB). It is a good idea to check the log as described above as it usually will hint at what it causing the problem.

Even if you can’t launch Altitude, it is relatively easy to edit the game settings through an options file. To do so open your Altitude directory as described above and then go to the config folder. The file you want to edit is options.xml. xml files can be edited with most text editors. When editing it be careful to not accidentally delete any symbols like ", <, >, or / as Altitude may not be able to read the file at all if the syntax is incorrect.

IMPORTANT: Altitude saves the current settings each time you exit the game. So if you edit the file while Altitude is running, your changes will be overwritten. So make sure you either always edit the file while Altitude is not running or re-save after exiting Altitude (this will overwrite any changes you might have made in game).

You should be able to have game controllers and any other input device connected while playing Altitude. But in rare cases they may cause issues. In general unplugging the device will allow Altitude to start, so you should at least do this to test. You can also disable controller support to prevent controller related errors. If you can start Altitude at all (such as by temporarily unplugging), you can go to the in game Options followed by Controls. Use the dropdown next to Gamepad: to select Disable controller support and then click OK at the bottom left.

You can also disable them in options.xml by finding the gamepadController option and setting it to “DISABLED”.

gamepadController="DISABLED"

If Altitude’s log hints at any driver issues your best bet is to update to the newest driver for that device or uninstall and reinstall if it is already up to date.

Graphics settings of Altitude can also prevent Altitude from starting up correctly. If you have just installed new drivers, switched monitors, or did a major operating system update the options may no longer be valid. You can delete options.xml and Altitude will start up using default settings, which will then be saved to a new options.xml. If you aren’t concerned about losing your control settings, this may be a quick fix. Unless you are positive you don’t care about losing them, it is a good idea to rename options.xml rther than delete or make a backup copy of it.

For troubleshooting you should only be concerned with the sections on networkOptions (for network related issues see the Network Troubleshooting thread) and graphicsOptions. The following graphics options are a good place to start, assuming your monitor is at least capable of a resolution of 1280x720 (almost any widescreen monitor is).

<graphicsOptions fullscreen="false" fullscreenResolution="1280,720" windowedResolution="1280,720" vsync="true" gamma="0.5" textureQuality="HIGH" particleQuality="HIGH" renderParallax="true" stretchToFillScreen="false" colorBlind="false" updateTimeBufferSize="3" vsyncCycleTimeBufferSize="3" overrideResolution="-1,-1" overrideLocation="-1,-1" overrideTargetFps="-1" undecorated="false" />

1280x720 is the safest resolution as that is the native resolution of Altitude. Scaling is used to display in any other resolution. You can replace the entire graphicsOptions block of your options.xml with this if you’d like. This does set Altitude to run in windowed mode as windowed is less likely to have problems than fullscreen. After getting windowed working, try switching to fullscreen in game (Options > Graphics > Fullscreen).

If you prefer not to replace the entire graphicsOptions section at first, at least compare it to your current settings. Changing fullscreenResolution to “1280,720” is the most common fix. After you can at least launch Altitude, you can try changing the resolution to something else in game (Options -> Graphics -> Resolution).

If resolution is not a problem, you might try changing the vsync setting if you are experiencing graphics related issues (change from false to true or true to false depending on current setting).