> For the complete documentation index, see [llms.txt](https://desync-4.gitbook.io/desync-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://desync-4.gitbook.io/desync-docs/russkii/english/troubleshooting-and-support.md). # Troubleshooting and support The main contact is [@desync\_support\_bot](https://t.me/desync_support_bot). Choose your situation below. If there is no ready solution, create a ticket and send logs using the instructions on this page. ## What happened? ### The loader does not open * [Red text or a PowerShell error](/desync-docs/russkii/english/troubleshooting-and-support/powershell-launch-error.md). * [Missing components / VCRUNTIME140\_1.dll](/desync-docs/russkii/english/troubleshooting-and-support/missing-components.md). * For other cases, see “If the loader does not open at all” below. ### An error during launch * [Key rejected or subscription transfer needed](/desync-docs/russkii/english/troubleshooting-and-support/key-activation-error.md). * [Driver error 0xC0E90002](/desync-docs/russkii/english/troubleshooting-and-support/driver-error-0xc0e90002.md). * [Virtual machine error](/desync-docs/russkii/english/troubleshooting-and-support/virtual-machine-error.md). * [FACEIT or Vanguard named in the message](/desync-docs/russkii/english/troubleshooting-and-support/antivirus-or-anti-cheat-conflict.md). * [ASLR warning](/desync-docs/russkii/english/pc-preparation.md). * [Call error / b\_scene (8876086c)](/desync-docs/russkii/english/troubleshooting-and-support/call-error-b_scene-8876086c.md). ### A problem in the game * [Nothing happens after F2](/desync-docs/russkii/english/troubleshooting-and-support/nothing-happens-after-f2.md). * Home or Insert does not open the menu: create a ticket and send logs with a video. * [Menu or ESP offset](/desync-docs/russkii/english/troubleshooting-and-support/menu-and-esp-offset.md). * [FPS drops](/desync-docs/russkii/english/troubleshooting-and-support/fps-drops.md). * [VEH crash / Crt error](/desync-docs/russkii/english/troubleshooting-and-support/veh-crash-and-crt-error.md). * [24-hour PUBG ban](/desync-docs/russkii/english/products/pubg/24-hour-pubg-bans.md) and [HWID-ban scenarios](/desync-docs/russkii/english/troubleshooting-and-support/hwid-ban-scenarios.md). ### Windows failure * [BSOD — blue screen](/desync-docs/russkii/english/troubleshooting-and-support/bsod-blue-screen.md). * [Windows will not start: EFI boot recovery](/desync-docs/russkii/english/troubleshooting-and-support/windows-will-not-start-efi-boot-recovery.md). ## Logs and diagnostics For a technical problem, send logs as described below. Ordinary diagnostics in the standalone checker do not send anything. Send logs to developer transmits the logs, minidump and checker data. Send screenshots and videos to your bot ticket. A TXT report is an optional addition. A complete BSOD dump is prepared separately at support's request. It must be accompanied by logs from the same crash. ## If the loader opens 1. Contact the bot, briefly describe the problem and obtain a ticket number. 2. Enable logging in the loader. 3. Close the loader completely and open it again. Enabling logging without restarting it is not enough. 4. Reproduce the problem by repeating the actions that cause it. 5. Open Support in the loader. 6. Enter your Telegram tag and problem description. Put the ticket number in the description; the current loader has no separate ticket-number field. 7. Click Send logs to developer. 8. Send screenshots and videos to the bot ticket. Attach a checker TXT report for additional context or if support requests it. 9. Wait for support's reply. The product is transmitted automatically and appears in the bot ticket; you do not need to repeat it in the loader description. Keep logging enabled until you have collected and sent the materials. After the issue is resolved, you may leave logging on or turn it off. ![](https://content.gitbook.com/content/2IqdwbRpQj7CdFx59AIG/blobs/ZoEGKLwF4l2b33ykeI7b/spaces%2FnitGYSBvlczRLpWdhsJO%2Fuploads%2FkTS4xRJ56BtjwmavO4bb%2F01%20image.png?alt=media\&token=a6a6a269%20c610%204a4c%20a6c0%2076f16e072e1e) ![](https://content.gitbook.com/content/2IqdwbRpQj7CdFx59AIG/blobs/aSwN0EB8gLCKbCOm2NHC/spaces%2FnitGYSBvlczRLpWdhsJO%2Fuploads%2F3ke0SwapmY8UVaV9JOHr%2F02%20image.png?alt=media\&token=4e02256f%2027b2%204a12%209f67%2069aae9127439) ## If the loader does not open at all Send the bot: * A description of what you launch and the step where the problem occurs. * The exact error text and a screenshot. * Preferably a video from launch to the problem appearing. * A checker TXT report if you could obtain one. If the checker also fails to open, you can contact support without a report. Describe the checker error separately. ## Describing a problem Include the expected result, actual behavior, steps taken and whether it still occurs after restarting the PC. If it began after Windows changes, explain what changed. Full reports and dumps can contain sensitive data. Send them through your ticket to trusted support. Change [advanced loader settings](/desync-docs/russkii/english/launching-the-loader/advanced-loader-settings.md) only when your troubleshooting guide or support instructs you to. ## Video: sending logs [Open on YouTube](https://youtu.be/9KvnI14DQFA). {% embed url="" %}