The game starts and gets stuck on the screen with snowy mountains

[warped wren]

Hello Traveler, thank you for taking the time to get in touch with us and for sharing your concerns.

Regarding getting stuck issue, we recommend you try the following step that might solve the issue:

1. Try to switch networks (WIFI / 4G / 5G).
2. Clear the game cache and try to log in again.
3. Stop running of other applications while playing the game.

If the above solutions don't work, please reinstall the game.

• If you need to reinstall the game, please make sure that your account has been linked.

If the issue still exists, please provide us with the following details:

• Role ID
• Character Name
• Server
• Country/Region
• [Game Log]:

(How to obtain the log: Go to the directory where the game is installed in the system files, and there should be a 'logs' folder.)

• [Game Installation Path]:
  (For example: Windows(C)/User/Admin/download)

For Android versions, please provide the following information:
[Game Log]:
(How to obtain the log: log file located at /Android/data/com.sgra.dragon/files/.)

Please send us all the log files in a compressed format.

Once we have collected the information you provided, we will immediately report it to the relevant team for further investigation.

Thank you!

[nimble onyx]

I sent the log, would that be it? it was in the log folder.

[warped wren]

Thank you for your reply,
Please confirm with us if you have tried the above steps and the issue still persists, and it would be highly appreciated if you provide the additional required information.

Looking forward to your response!
Thank you!

[nimble onyx]

I don't have the ID and name, I thought it was strange because I installed the game from the official website on the PC, and it started immediately. No registration, no ID or character name or anything, so I open the game and it appears on the snowy mountain screen. and that's it.

I uninstalled and installed again, same thing.

[warped wren]

Thank you so much for your reply, kindly be informed that we've reported the issue to the relevant team and we'll get back to you as soon as possible.

Thank you for your support and understanding!

[nimble onyx]

Thank you very much 👍

[warped wren]

Dear Traveler,

We apologize for the confusion. It appears that the path for the log provided is incorrect. Could you please provide the log according to the following path: "D:\DragonheirSilentGods\Game\logs"?

We appreciate your understanding and cooperation. If you have any further questions or need assistance, please feel free to reach out to us. We are here to help.

Best regards,

[nimble onyx]

Eu não achei a pasta log, fui em c:, dragonheir, game, e dentro de game da pasta game tem dragonheir_ data mandei print

[warped wren]

Dear Traveler,
We would like to inquire about your system. Could you please confirm if your system is Windows 7? This information will help us provide you with appropriate support and assistance.

[nimble onyx]

yes windows 7 system, I tried to update to 10 but only buying. and it is very expensive. But friends of mine run the game with Windows 7 and their PC is weaker than mine, which I don't understand.

But that's ok, thanks for the support, but I'm going to uninstall the game.

[warped wren]

Dear Traveler,

We sincerely apologize for the compatibility issues you have been experiencing with our game on Windows 7. Unfortunately, our game is currently not compatible with the Win 7 system. We kindly suggest trying to use an alternative device to continue playing.

We genuinely hope that you will choose to stay with us despite this inconvenience. We assure you that we are continuously working on optimizing the game to provide a better gaming experience.

If you have any other questions or concerns, please feel free to reach out to us. We are here to assist you in any way we can.

Once again, we apologize for any inconvenience caused.

Wishing you a pleasant gaming experience!

Best regards,

[nimble onyx]

Hello, thank you for trying to help me, I managed to install w10 but the problem is with the PC's regedit, I had to modify it manually now the game is running smoothly. I just have one question:........how do I link discord to the game? where do I have to click?... it's my first time with discord, I've already asked in the chat and help channels but no one responds, if you can help me, thank you.