Update the game and restart the platform client.
SAFE TROUBLESHOOTINGFix the problem
Fix the problem
without risking the save
Start with reversible checks. Preserve your save data before manual repair, and never use random save files or unverified executables.
Do not delete local or cloud saves during diagnosis.
Use the platform’s built-in integrity check.
Platform, version, logs and reproduction steps.
Safe troubleshooting order
Confirm the current build
Make sure the game and platform client have finished updating. Compare your displayed version with the current-version page.
Restart cleanly
Close the game, fully exit Steam or the console session, restart the device and test the same save again.
Protect save data
Before touching local files, copy saves where the platform permits and confirm cloud status. Never overwrite the only working copy.
Verify game files on PC
Use Steam’s installed-files integrity check. This replaces damaged game files without intentionally deleting saves.
Remove conflicts one at a time
Disable overlays, unofficial mods, injectors or controller remappers temporarily. Re-enable them individually after the game works.
Report with evidence
Include platform, version, save slot, in-game date, location, exact steps, screenshots and whether the issue occurs in a new test save.
Game will not launch
Restart the client, verify files, update the graphics driver from the hardware vendor, and remove unsupported launch parameters. Avoid downloading replacement DLL files from random sites.
Save is missing
Do not create or delete files impulsively. Check the correct profile, cloud synchronization and Hotfix 1.3-1248 status, then contact support with platform details.
Stutter or low FPS
Close heavy background apps, lower resolution or expensive graphics settings, test without overlays, and confirm the PC meets the official minimum requirements.
Controller trouble
Reconnect the controller, test one input layer at a time, reset custom mappings, and avoid running Steam Input plus another remapper simultaneously.
Multiplayer trouble
Confirm all players use the same updated build, restart the host session, test without mods, and note whether the issue affects host, guest or both.
Official help
Email support@stairwaygames.com or use Stairway’s official Discord. Platform billing or entitlement problems should also go to Steam, PlayStation or Xbox support.