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[Guide] **Read before posting!!** Find solutions here!! - Technical help -

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The Players-help-players/Technical support subforum.

  1. How to get people to reply your help thread.


In-game related issues:

  1. Missing characters.
  2. Missing purchases.
  3. Missing buttons, features, etc.


Technical solutions:

  1. Reinstall the game.
  2. Run the game as an administrator.
  3. Verify your graphics card drivers.
  4. Verify Adobe Flash.
  5. Verify DirectX.
  6. Open your Firewall ports.
  7. Black screen problem.
  8. Stuck at Anti-Cheat enabled, fetching your profile.
  9. "Overlapping window detected" message error.
  10. Crashing when changing resolution.
  11. Server Down for maintenance & Other Unexpected Errors.
  12. The Support Knowledgebase.


Submitting a ticket to Support.


The Players-help-players/Technical support subforum.

As it name says, this is a players-help-players subforum. It is unlikely that a moderator or a developer will reply to any posts you make, and you should try to make a post that attracts the attention of other users in a positive way.


  • Start a topic with "HELPPPPPP" or "Plz look!!!". From my experience, few people bother to check those threads.
  • Be lazy. There are probably plenty of guides and comments explaining how to solve problems like the one you have. Regular users have a limit of patience about replying to the same stuff and might not bother to help with your issue if you haven't taken the effort to do some research before posting.
  • Necro threads. If a thread is older than 6 months, it is unlikely that the solution posted there still works or that any of the users will reply.


  • Indicate which is your issue in the starting line. Users are more likely to reply if they know how to help you without even reading the whole thread.
  • Use a correct grammar and orthography.
  • Check if there are previous threads about your issue.
  • Reply to your helpers, tell them if the solution worked, and thank them for the time they spent helping you.


1. Missing characters.


There are reasons why a character might be "missing". A few things that you can do:

  1. Check the faction on top of the bar with the soldier heads. It is possible that you are looking for an American character but you have selected the Soviet ones, f.e.
  2. Check the class at the bottom of the bar. There's a button with a diamond shape that allows you to filter between classes. Maybe you are looking for a tanker, but you have clicked to only show infantry, f.e....
  3. Close and open again the game. It is possible that you can't see the soldier due to a Flash error (that means, the soldier is still there, but you can't see it).
  4. If none of the options above work, contact Support.


2. Missing purchases.

Before posting, make sure that you have checked the following things.

  1. If you are missing a recently purchased character, follow the advice stated in 1. Missing characters.
  2. If you bought a weapon or vehicle from the Shop, or a Bundle, check all your soldiers. It might be possible that you bought it with the wrong soldier.
  3. Close and open again the game. It is possible that you can't see the object due to a Flash error (that means, that object is still there, but you can't see it).
  4. If you want a refund of a wrongly bought character, skin, weapon, vehicle, bundle, etc., contact Support. Take into account that Support will not refund used equipment.


3. Missing buttons, features, etc.

If you have a missing icon, or a button, etc., make sure to:

  1. Close and reopen the game, as it could be a Flash bug.
  2. Verify the game files and plugins, as explained below.


1. Reinstall the game.

Sometimes, the best solution available for a persistent problem is just to uninstall the game and reinstall it again. To uninstall Heroes & Generals, go to the Start menu and search the Control Panel. There, go to Programs and click Uninstall a program. Once you get there, just find Heroes & Generals and uninstall it.

Once uninstalled, you can re-download the Steam version here or the standalone client here


2. Run the game as an administrator.
  1. Go to the folder Program Files > Heroes & Generals > live ;
  2. If you use Steam, the location should be Steam > SteamApps > Common > Heroes & Generals
  3. You should see the program called hngsync.exe ; right-click it and select "Run as administrator";
  4. The H&G Sync window should look for any missing files and re-download them.


3. Verify your graphics card drivers.
  1. If you own a NVIDIA graphic card, check here
  2. If you own an AMD or ATI graphic card, check here


4. Verify Adobe Flash.

You can install the newest Flash version here[get.adobe.com] (of course, you don't need to install the "optional offers").

5. Verify DirectX.

In order to check your DirectX version, follow the instructions in this here. Use Windows Update to download the most recent version.

6. Open your Firewall ports.

Follow the instructions in this article of the Support Database.

7. Black screen problem.

Some players report that they are able to join games and that they hear the sound of a battle in progress, but can only see a black screen. If that describes your issue, please try the following:

  1. In Windows’ search bar, type the following:
    %appdata%/../LocalLow/Heroes and Generals
  2. In that folder, you will find a file named “localsettings.ini”. It stores settings such as screen resolution and graphics quality.
  3. Open the file and edit the:
    and fill in a resolution that fits in your screen, after you have done that close the file and start a game, then edit the resolution manually.


You can also open the file via the hngsync screen, the small window that opens up with H&G. See screenshot >





Click on File and choose Edit localsettings.ini

In the text file search for the line render.enable_true_fullscreen= and change it to FALSE save the text file and give it a try


8. Stuck at Anti-Cheat enabled, fetching your profile.


  1. Make sure that Steam and the Standalone client isn't running. 
  2. Click Start in Windows and type "Internet", then click on "Internet options" (see picture/link 1)

  3. Click on "Settings" in Browsing History (see picture/link 2 )

  4. Then click on "View files", now a new folder will show up.
  5. Click on "Internet address" and delete every file that is named "hw.live.game.heroesandgenerals.com" under "Internet Address" (see picture/link 3).

  6. Now reboot your computer and try to launch Heroes & Generals again.

9. "Overlapping window detected" message error

If you are receiving an error message that reads “Overlapping window detected. Inputs are disabled so please close the window to regain control“, this most likely means that you are running another application parallel to Heroes & Generals, which opens a transparent window on top of H&G and/or disrupts the key inputs that are sent to the game. Read this article [heroesandgenerals.com] of the Support Database and follow the instructions there.

10. Crashing when changing resolution




  1. In the H&G Sync window, open the File menu and select "Edit localsettings.ini".
  2. Replace the line saying "render.enable_true_fullscreen=false" with "render.enable_true_fullscreen=true".
    Open the game and change your resolution in game.


11. Server Down for maintenance & Other Unexpected Errors


Please try the following steps:

1. Type this file path in Windows' search bar to find the folder:


2. You will find a directory called "HeroesAndGeneralsDesktop".
Simply delete it, and reboot your machine.


12. The Support Knowledgebase

You can check and read the articles at the Support Knowledgebase here.

Submitting a ticket to Support

If none of the suggestions above worked, you can send a ticket IN ENGLISH to the Heroes & Generals Support.


I'd like to thank my fellow moderators for their help and every user who has taken the time to post useful replies, as many of those have been added to this thread.



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