General Debugging Steps

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Chris Metel
Lockheed Martin
Posts: 105
Joined: Thu Aug 11, 2011 6:59 pm

General Debugging Steps

Post by Chris Metel »

Before proceeding, please be sure to review the Frequently Asked Questions. The FAQs will often address commonly experienced issues.

The following steps should be taken to help narrow down any issues:

1. Update Prepar3D to the latest available version. Support will not be provided for legacy versions. Log into your Prepar3D account to download the latest version.

2. Fully update your system including running Windows Update and updating any drivers to the latest version. It is critical that the latest graphics card drivers are installed on your system.
3. Restart your system.

4. Confirm your graphics card is set to properly execute Prepar3D.
  • Use the appropriate video card software to configure the graphic card’s control of Prepar3D. For NVIDIA graphics cards, open the NVIDIA Control Panel, select Manage 3D settings, and set the Preferred graphics processor to High-performance NVIDIA processor. You can also set Prepar3D.exe’s preferred graphics processor directly under the Program Settings tab under Manage 3D settings.
  • Verify the change was successful by opening Prepar3D and selecting Options, Settings, and under Full Screen Settings you should see the correct graphics card listed under Display.
If the correct graphics card is not listed, please follow the next step and restart Prepar3D.

5. Remove your Prepar3D generated files.

Delete the files in following locations
  • %PROGRAMDATA%\Lockheed Martin\Prepar3D v5
  • %LOCALAPPDATA%\Lockheed Martin\Prepar3D v5
  • %APPDATA%\Lockheed Martin\Prepar3D v5
You may copy and paste the text above into the windows search bar to find the location.
Deleting the generated folders/files will result in any add-ons being removed/disabled.

6. Restart Prepar3D and confirm that the error is still present. If the error is no longer present, the issue is likely caused by an add-on or input device. This may require contacting the third-party developer. You may continue to the next steps to determine which add-on introduces the error.

7. Install/reintroduce each add-on and attempt to confirm the error is present. If an issue is discovered with an add-on, we recommend directly working with the third-party developer to resolve the issue. If the third-party developer finds an issue they require Prepar3D support, they should reach out to the Prepar3D team directly with details.

8. Disconnect any additional USB controllers/keyboards/mice and attempt to start Prepar3D. If Prepar3D starts with all additional input devices disconnected, reconnect each device until the offending device is found.

If further support is needed, please refer to Posting Issue Reports
Chris Metel
Prepar3D® Product Owner
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