SUPPORT: This is where you'll find answers to your questions, whether they are about the game itself or a technical problem.
TIPS
If you're stuck:
Forum
In the forum, you have the opportunity to find the answers to many questions and to share your adventure with other enthusiasts.
Official forum: http://www.sherlockholmes-thegame.com/forum/
Your game is not working for technical reasons. We're here to help you.
If you have a "disk not recognized" error, please check first that the disk is in the drive, reboot your computer, and restart the game. If the problem continues, insert the game DVD-Rom into another available drive of your computer and restart the game.
To verify your system information, you can create a DxDiag.
What is a Dxdiag?
DxDiag is a diagnostic tool that provides all the technical information regarding your computer (such as the name of your graphic card, the space available on your hard drive, and the version of the OS).
No confidential information is collected.
How to create a DxDiag?
1. Click on Start, then Run.
2. In the textbox, type the command "DXDIAG" then click OK.
3. Wait for the program to collect all the data.
4. In the DxDiag window, click the "Save All Information" button.
5. Choose the location and click on "Save."
6. Once you have saved, click "Exit" in the DxDiag window and open the saved DxDiag.txt file.
This file will be useful in order to solve your problem: attach the DxDiag.txt file to the email for our technical support team, who will then have all elements to do a diagnostics testing and help you.
Keep in mind that if the display is slow while playing, you can change the settings in the game menu in order to lower the graphic quality or the screen resolution in the game.
Update graphics driver
For information on the graphics card/chip of your computer:
1. Click Start, then Run. 2. In the textbox, type the command "DXDIAG" then click OK. 3. Click the Display tab. 4. Read the Date of the Driver in the upper right section of the screen. If your driver is more than six months old, it is probably out of date. 5. In the Device section, read the Name and Manufacturer. 6. To download an up-to-date driver, go the the manufacturer's website (www.nvidia.com, www.ati.com,www.intel.com) and search for a new driver that corresponds to the name of your graphics card. If you find a more recent version of your driver, download it and install it following the instructions on your screen. 7. If necessary, restart your computer and restart the game.
Black screen/characters display in white at start-up
If you have a black screen with a message that says "Out of range" or "Video mode not supported, " you need to fix the refresh rate of your screen: 1. Click Start then Run. 2. In the textbox, type "DXDIAG" then click OK 3. Click the More Help tab. 4. Click Override. 5. Click Override value and enter 60 in the textbox. 6. Click Ok then Exit. 7. Retry the game.
For most graphics cards and chips, this seems to resolve the problem of characaters that are displayed in white.
The game (complete version on DVD) doesn't start
This problem applies only to the complete version on DVD.
It can happen that, once installed, the game will not start if there is a demo version already installed. To fix the problem, uninstall the demo version and restart the computer. Start the game again.
Stuttering issues on Windows Vista
The problem is that Microsoft has not implemented the DirectX (DirectSound) audio hardware management in Windows Vista.
This feature was available in Windows XP through DirectX, but in Windows Vista, the sound management is in software mode only now.
The game performances are affected, generating gameplay issues (lags, stuttering…), because the audio software acceleration is slower than the hardware acceleration.
Open the graphics options of the game, and lower all graphics settings to improve the game performances.
We are preparing a patch but meanwhile please check this topic.
Installing a savegame:
Download the .jpeg file and place it in your "Save" folder in the game directory. The savegame must have a different name than a savegame already in existence; if necessary, change the name.
Patch
We provide an update for the DVD-ROM English version of Sherlock Holmes - The Awakened
- You can skip dialogues and cut scenes by pressing 'Esc' key.
- You can save your game during the quiz.
- The music in the main menu does not stop anymore.
- Fix a freeze during the first level loading screen on some computers.
1. Download the 1.1 patch for Sherlock Holmes - The Awakened by clicking here.
2. Choose a server (Mirror), download, and save SH3_Patch_11.zip file on the hard-disk.
3. Unpack SH3_Patch_11.zip and run SH3-Patch-1.1.exe.
4. Follow the instructions.
The savegames of Version 1.0 of the game are not compatible with the 1.1 version. Download compatible savegames on this page higher.
The Buy & Download (Metaboli) version of Sherlock Holmes - The Awakened is already updated to Version 1.1.
Our contacts
Didn't solve your problem?
Send us an email at techsupport@frogwares.com and tell us what game you are playing, the description of your problem, and attach the DxDiag of your computer.
We will get back to you as soon as possible.
