Frequently Asked Questions

Do you have any questions that aren't answered in our FAQs? Our technical customer service department will be happy to help. Please log in to your Kalypso account so our technical customer service can assign your request correctly. The support form is HERE!

Kalypso store and account Technical problems

Technical problems

How do I create a DxDiag?
In order to provide you with the best possible support, we need information about your system, such as the operating system, processor, graphics card, sound card, drive, and driver versions. On Windows systems, you will find this information in the DxDiag file.
DirectX diagnosis:
Proceed as follows to start the DirectX diagnosis program ("DxDiag"):
1. Click on "Start" in the task bar and then on "Run". Alternatively, you can also press Windows+R.
2. Enter "dxdiag" (without inverted commas) and click on OK.
3. You will see all the relevant information in the window that appears.
4. Left-click on "Save All Information" to create a text file with the name "dxdiag.txt".
5. Please attach this text file to your inquiry.

Thank you for your assistance!

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How do I update my graphics driver card?
Nvidia
http://www.nvidia.com/Download/Scan.aspx?lang=en-us
Click on the link and follow the instructions on the screen after installation.

AMD
http://support.amd.com/en-us/download/auto-detect-tool
Click on the link and follow the instructions on the screen after installation.
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How do I create a Steam account?
In the Steam application:
You can create a new Steam account by clicking on the following link and downloading Steam.
http://store.steampowered.com/about/
Then click “Create New Account” at the bottom of the registration box.

Via the Steam website:
Visit the following website:
https://store.steampowered.com/login/
Then click "Join Steam".
Fill out the form, and then click "Create my account".
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How do I use my Steam activation code to activate a product on Steam?
Please follow these instructions:
Start the Steam program and register with your Steam account.
Then click on the games menu item in the top bar.
Now select "Activate a Product on Steam...".
Then follow the instructions in the window to complete the process.
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The Steam game will not start or crashes
If you are having problems with a Steam game, we generally recommend the following:
Click on "Library" and then "Games" on the Steam main screen.
Right-click on the game that is causing problems.
Select "Properties".
Click on "Verify integrity of game files..." under the "Local files" tab.
(If the integrity check fails to improve the situation,
delete the game folder in the Steam apps folder.)
Please note that this process can take a little while. As soon as the process is finished, you can restart your game as normal.
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I am having problems with Windows 10
If you are having problems with Windows 10, proceed as follows:
- Right-click on the game icon in your installation directory.
- Click on "Properties".
- Select the "Compatibility" tab, and under "Compatibility mode" check the "Run this program in compatibility mode for" checkbox
- Now select "Windows 7" from the drop-down menu.
- Further down, under "Settings", activate the check box "Run program as administrator".
- Now click on "OK" and then start the game again.

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Technical problems on a Mac
How do I create an Apple System Information report?

Click on the Apple symbol at the top-left of the Apple menu.
Now select "About This Mac".
Click on "System Report...".
Now go to "Save..." in the System Information menu.
Select a location and confirm with "Save".
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How do I change the language of my games in Steam?
Login to your Steam account.
Right-click on an installed game in your Steam library, and select "Properties".
Open the "Language" tab.
Select your desired language from the selection menu.
Click on "Close".
If the game supports the selected language, the files for the language might have to be downloaded again before you can start the game.
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Tropico 5 hotfix for the Day One Edition
We have identified the cause of the problem, corrected it, and are offering a hotfix that will restore Launcher functionality and then automatically start the game:

http://download.kalypsomedia.com/KalypsoTropico5Hotfix.exe

Just download and run the file, and the installation folder will automatically be identified. The Launcher will then check whether other game updates or patches are available, and offer them for download.
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Can I create Let's Play videos?
Let's Plays & streams, and with them the monetisation of your videos, are permitted for all games as long as you insert the following in your video descriptions:
  • Please always refer to the Steam store links of the game
  • Please copy this into the description:
"Join the Kalypso Community!

http://www.facebook.com/kalypsomediaInt

https://www.youtube.com/user/kalypsomedia

http://www.twitter.com/kalypsomedia
http://www.twitter.com/kalypsomediaUSA
http://www.twitter.com/kalypsomediaUK

Have fun playing!"
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I forgot my password
Go to the login screen on this website: Login screen
Click on "Forgotten password" and follow the instructions.

Have you forgotten the password for your Steam user account?
Click on the link and follow the instructions on the screen.
https://help.steampowered.com/de/wizard/HelpWithLoginInfo?issueid=406
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My 32-bit game won't start on my Mac
With the Catalina update, support for 32-bit software has been discontinued for MacOS on a system-wide basis. Once the Catalina update is installed, these titles will no longer run.
If you own a 32-bit game and wish to continue playing after the release of macOS 10.15 Catalina, you can install macOS Mojave, or another earlier version. This can be done either by not upgrading your operating system, or by installing a hard disk partition with an installation of macOS 10.14 Mojave or another earlier version (please refer to Apple's Disk Utility User Guide for more information).

This change will affect the following products:
  • Tropico 5
  • Tropico 4
  • Tropico 3
  • Dungeons 2
  • Pole Position 2012
  • Omerta: City of Gangsters
  • Wings! Remastered Edition
  • Anna

Note: Tropico 6, Dungeons 3 and Sudden Strike 4 are not affected by the Catalina update.
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Answer not found?
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