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FAQs

Everything you need to know

Account & Website

I can’t log in to Steam. I’ve forgotten my password

As your Steam account is managed by Valve we cannot reset your password for you. In order to recover a forgotten Steam password you will need to follow the instructions on the Steam support knowledge base.

 

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I don’t have a Steam account!

Creating a Steam account is a quick and easy process. Simply head over to Steam's Create an Account page; you'll also find all of the information about how your account is handled by Valve there.

If you experience any problems signing up for a Steam account, check out this Steam support article.

 

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I haven’t received a validation e-mail

Sometimes Cogwheel's tubes get a bit clogged. If you didn't receive, or cannot find the Block N Load validation e-mail sent to you when you registered a Block N Load account, you can request that another e-mail is sent to you by logging into the "My Account" page using your Steam login and clicking the "Resend validation email?" link.
 

If you're still unable to receive a validation email, please check the settings on your email account:

1. Make sure you're checking the correct email address.

2. Check the 'spam/junk' folder on your email account. To set up filters for the most common providers, see the following information:

Gmail
Outlook
Yahoo!

3. Search your inbox for emails from us. We often send emails from the addresses below, and so we recommend adding these to your address or contact list and waiting at least an hour before requesting another email:

*@jagex.com
*@support.jagex.com
*@email.runescape.com
*@a.jagex.com
*@a.runescape.com
*@e.runescape.com
*@runescape.zendesk.com 
*@services.blocknload.com

4. Don't use a university/college/school/work email. Some institutions have strict spam filters in place that can prevent emails from us reaching you. In these instances it is advisable that you contact the relevant department to query your email settings.
These are also temporary addresses. Upon leaving, it is likely that you lose access to the email account and will be unable to utilise any features associated with registered emails.

 

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I receive an ‘error’ message when I try to log into the ‘My Account’ page.

There is a small chance of receiving an 'error' message if you log into the 'My Account' with your Steam account credentials. This may be a result of one of the following: 

1. You have logged in using a Steam account which does not own Block N Load. 
2. You have logged in using a Steam account which is not tied to a Block N Load Account. (You have not registered your e-mail address and Nickname in-game.)

To fix this issue, either:

1.  Acquire a copy of the game on Steam. 
2. Register yourself with Block N Load. To do this: 
    a) Log into Steam and launch the game.
    b) When presented with a screen prompting you to register your email address and create a display name, fill out your details. 
    c) An email will then be sent to your registered address. Validate your account by following the instructions contained within the email. You will also receive a bonus skin for O.P. Juan Shinobi by doing this.

After the previous steps try to log into the 'My Account' page. If the problem persists, let us know on our Steam Discussion page.

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I no longer like the display name I chose when I registered for Block N Load. Can I change this?

If you no longer like your current display name, it can be changed easily.

Just go to My Account and log in using your Steam ID linked to Block N Load. You can then change your name by clicking on it and editing it to your heart's content. NOTE: to change your display name you need to have validated your email. Additionally, you can only change your display name once every 7 days.

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I no longer use the email I had when I registered in Block N Load. How do I change this?

Go to the My Account page to update your registered e-mail address. You will receive a validation message at your new e-mail address which you will need to click through to re-validate.

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Connectivity

How do I change which region I am connected to?

If you can login to your currently selection region, open the settings menu in Block N Load. In the settings menu click on the “Gameplay” tab and then select an option in the drop-down menu next to “Matchmaking Region” before clicking on “Apply”.

If your previously selected region is offline, you need to wait at the "Logging into region server" until you are offered a prompt to "Re-login". When you click re-login the game will restart and you will be offered the chance to select a new region server from the currently available region servers.

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How do I check which region I am connected to?

After launching Block N Load open the settings menu. In the settings menu click on the “Gameplay” tab. The region that you are currently connected to will be displayed in the “Matchmaking Region” section.

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I’m having trouble connecting to a server! / I’m experiencing latency issues!

  1. Try restarting Steam.  If you are having trouble connecting to a region server, make sure you try fully exiting and logging back in to Steam before anything else.  
    To do this click "Steam" in the upper-left of Steam, then on "Exit" in the drop-down menu that appears, before finally re-launching Steam and logging back in.
  2. If you are connecting to a wireless network try connecting your PC or laptop to the network using an Ethernet cable.
    If you are then able to connect without issues it may be a problem with your wireless network.
  3. Make sure that Block N Load is allowed through any firewall software you have installed.
    Windows Firewall is enabled on most PCs by default and when you first launched Block N Load you should have been prompted to allow Block N Load to connect to the internet.  If you did not receive this prompt, or did not allow Block N Load to connect, you will need to open "Windows Firewall" from the Windows Control Panel and add Block N Load to the allowed programs and features list.
    If you have any other firewalls installed you will need to refer to the instructions from the manufacturer of the firewall on how to allow a program through it.
  4. Run a scan for any viruses, spyware, adware, or other malicious software which may be interfering with your connection to Steam or the game servers.
    For more information on how this may impact you and how to remove viruses, spyware, or adware view this Steam support article
  5. Restart your network hardware and router.
    To do this unplug or turn off both your modem and any routers or network switches, wait 10 to 15 seconds, and then turn them back on again.
  6. Try by-passing your router.
    If you use a router or network switch to connect to your modem you may find that connecting your PC directly to the modem solves your problem. If this is the case it may be an issue with your router, or the setup of your router. To find more information on configuring a router to work with Steam please see the Steam support website here.  
  7. Make sure that you are not uploading or downloading files, whether in an internet browser, Steam, or through a torrent. 

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Downloading & Launching

The game does not perform well on my laptop/notebook.

In some cases, if you have an integrated AND a dedicated GPU, your machine may default to the integrated card when running Block N Load.  Should this happen, you are likely to experience performance issues – poor graphics and FPS, crashes etc.

To rectify this, you will need to set your card up in your Nvidia or AMD control panel.  You should have the option to select your dedicated card for use with Block N Load specifically, or for all programs.

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I get a black screen after selecting my region server

Sometimes, the cause of this is an out of date driver. If you haven't updated your Graphics drivers in a while: Instructions on how to check and update your drivers can be found on the Steam support website here.

Otherwise, your system may be missing some required dependencies for Block N Load to function:

You may find that your system does not have an updated copy of the Microsoft Visual C++ Redistributable.

This can be installed from the official Microsoft website here.  To install this use the link and then follow the instructions on the Microsoft website.

Additionally, when Block N Load first launched, Steam should have attempted to install several required dependencies.  On some versions of Microsoft Windows you may have been prompted to allow this installation to continue.  If this installation was prevented you may experience issues launching and playing Block N Load.

Fortunately there are two ways to resolve this!

When start Block N Load again you may be prompted to allow these installations.  Please allow them to go ahead.

If this doesn’t happen you may need to manually run the installers.

  1. Go to your Steam Library
  2. Right click on “Block N Load”
  3. Click on “Properties”
  4. Select the “Local Files” tab
  5. Click on “Browse Local Files…”.  This should open the folder Block N Load was downloaded to.
  6. Double-Click on the “_CommonRedist” folder
  7. Double-Click on the “vcredist” folder
  8. Double-Click on the “2012” folder
  9. Double-Click on the “vcredist_x86” file and follow the on screen instructions
  10. Once the installer has finished
  11. Go back to the “_CommonRedist” folder
  12. Double-Click on the “DirectX” folder
  13. Double-Click on the “Jun2010” folder
  14. Double-Click on “DXSETUP” and follow the on screen instructions

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Can I play Block N Load on a PC running Linux?

Currently Block N Load is only supported in Microsoft Windows and is not supported on Linux.

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Can I play Block N Load on a Mac?

Currently Block N Load is only supported in Microsoft Windows and is not supported on Apple PCs.

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When I try and launch Block N Load, Steam displays the message “Failed to start game (app already running).”

You may have accidentally tried to start Block N Load twice. Close the error message and check that Block N Load is not currently running. If Block N Load is already running you should be able to find it on the taskbar

If you are still unable to start Block N Load you may need to restart your PC.

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I’m having trouble launching Block N Load!

First please make sure that your PC meets the minimum specifications required to run Block N Load. 

If your PC meets these requirements there are several steps which may get Block N Load running.

  1. Make sure that all of the drivers for your PC are up to date. Instructions on how to do this can be found on the Steam support website here.
  2. Ensure that any Windows updates have been downloaded and installed. Instructions on how to use Windows Update can be found on the Microsoft website here.
  3. Shut down your PC, wait a few seconds, and then start it up again. Sometimes simply a restart of your PC or Steam is all that is required.
  4. Make sure the download of Block N Load was completed correctly. This can be done by Verifying the Integrity of the Game Cache through Steam. Full instructions on how to perform this can be found on the Steam support website here.
  5. Uninstall and re-install Block N Load. 

    1. First ensure that all the files created by Block N Load have been removed:

      1. In Steam open your game library.
      2. Right-click on “Block N Load” in your games list.
      3. Click on the “Properties” option.
      4. Click on the “Local Files” tab.
      5. Click on the “Browse Local Files…” button.  This will open the folder Block N Load was installed in.
      6. Leave this folder open in the background and switch back to Steam.
      7. Click on the “Delete Local Game Content…” button.
      8. When prompted click on the “Delete” button.
      9. Once the uninstall process has finished click on the “Close” button.
      10. Switch back to the window with the Block N Load folder open.
      11. Select any files remaining in this folder and either drag these to the Recycle Bin or press the delete key.
    2. Re-download and install Block N Load:

      1. In Steam open your game library.
      2. Left-click on “Block N Load”.
      3. Click on the “Install” button and follow the on-screen instructions.
      4. Once Block N Load has finished downloading and installing click on the “Play” button.

If you have run through these steps and you are still unable to successfully launch Block N Load please contact us here; if you can give us as much information as possible this will help us to understand and deal with any problem you might have. 

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When I launch the game I’m prompted to allow programs to run.

The first time you launch Block N Load you may receive a User Account Control prompt to allow programs to run. To launch the game you need to allow these installers to run. If you are prompted to enter a username and password this will need to be an account with administrator privileges. The person who maintains your PC will likely be able to provide these details.

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I have a Steam key. How do I redeem this?

Launch the Steam client and log in using your Steam account.

Once you have finished logging in click on the “Games” option at the very top of the window and select “Activate a Product on Steam…” then follow the on-screen instructions. 

For more information about redeeming keys on Steam please see the Steam knowledgebase article here.

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I can’t log in to Steam. I’ve forgotten my password.

As your Steam account is managed by Valve we cannot reset your password for you. In order to recover a forgotten Steam password you will need to follow the instructions on the Steam support knowledgebase here.

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I can’t download/install Block N Load!

Block N Load downloads are handled by Steam. The Steam support pages have a number of troubleshooting articles on what to do if you are having trouble downloading any game such as Block N Load.

Steam’s support pages for problems when downloading can be found here.

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Where do I get Block N Load?

You can get the game now on Steam, on the Block N Load Steam Store Page: http://store.steampowered.com/app/299360/

A free Demo is also available from our Steam store page.

Please note that Beta is now closed and be wary of anyone selling Beta or Early Access keys!

 

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I don’t have a Steam account!

Creating a Steam account is a quick and easy process.  Steam’s Create an Account page can be found here; it also contains all of the information about how your account is handled by Valve.

If you experience any problems signing up for a Steam account there is a Steam support article available here.

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Gameplay

I changed my resolution in the settings, now the screen is black when I launch the game.

You have probably selected a resolution which either your monitor or your graphics card doesn’t fully support.  Don’t worry though because there is a work-around to let you change the settings again.

To get yourself back in to game:

  1. Launch Block N Load
  2. Wait for the black screen to be displayed
  3. On your keyboard press “Alt” and “Enter” at the same time
  4. You should now find that Block N Load has been put in to windowed mode and be able to see the menu again
  5. Click on the settings button
  6. Click on the “Graphics” tab
  7. Set a different resolution
  8. Click on the “Apply” button
  9. Press “Alt” and “Enter” at the same time again to put Block N Load back in to full screen mode.

If your screen becomes black again after this you may need to repeat the process and try another resolution.  Usually selecting the resolution that your desktop is displayed in will be the best choice. 

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I’m turning or moving even when not pressing any keys

If you have a game pad, console controller, or joystick connected to your PC you may find that Block N Load is receiving input from this controller and is causing your character to move or aim seemingly on its own.  If this is the case you should find you are able to resolve this by exiting Block N Load, unplugging or disconnecting the controller or joystick from your PC, and then starting Block N Load again.

Additionally some virtual joystick programs such as “vJoy” can cause this issue to occur in Block N Load.  If you have a virtual joystick installed you may need to either uninstall the program, launch the configuration utility for the tool and disable all input axes, or disable the driver for it in “Device Manager”.

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I can’t see the block I want to place!

After switching to your hero’s tool and selecting a block a silhouette of this block should appear when using the secondary fire of your tool. If you start digging with primary fire this silhouette will disappear again.

If you cannot see silhouettes of blocks after tapping the secondary fire button the option may be disabled. To find this option open the settings menu, click on the “Gameplay” tab, and ensure the option for “Block Silhouettes” is set to “On”.

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I fired one of my weapons and it damaged my ally!

In Ranked mode Block N Load allows any explosive weapons to damage your own team. Try not to hit them too much – killing your own team only reduces your chances of winning the match.

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How do I change the controls to different keys?

Most of the key-bindings for the controls of Block N Load can be re-mapped to other keys from the settings menu.

To remap a key-binding open the settings menu, click on the “Controls” button, then click on the key-binding you wish to change and press the key you want to change it to.

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I don’t see any explosions after firing rockets, cannons, or mortars!

On some lower graphics settings visual effects are limited to help the game run better on lower end PCs.

The setting that controls the visual effects for weapons fire can be found by going to the settings menu, clicking on the “Graphics” tab and altering the “Max Effects” option. Be aware that increasing any graphical setting may impact performance on older PCs. 

If you find after changing this option that the game appears to be running slowly, particularly when in combat, try changing the option back down until you find the point that runs best on your PC.

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When I destroy a stack of blocks they just disappear instead of collapsing.

On some lower graphics settings falling blocks are not displayed to help the game run better on lower end PCs.

The setting that controls the number of falling blocks displayed in game can be found by going to the settings menu, clicking on the “Graphics” tab, altering the “Max Falling Blocks” option, and clicking “Apply”.  Be aware that increasing any graphical setting may impact performance on older PCs. 

If you find after changing this option that the game appears to be running slowly try changing the option back down until you find the point that runs best on your PC.

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The game’s frame rate is very low. What can I do?

First please make sure your PC meets the minimum requirements to play Block N Load. If your PC does meet these minimum requirements you may need to adjust your graphics settings to get Block N Load to run smoothly. 

Graphics settings can be altered from the main menu of Block N Load

  1. On the main menu click on the settings button. This has an icon of a gear.
  2. Click on the “Graphics” tab
  3. Change the “Graphics Quality Level” to a lower setting. This will alter many of the other advanced graphics settings.

If your computer is very close to the minimum specifications required to run Block N Load you may also need to lower the “Screen Resolution” setting.

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Can I play Block N Load using a gamepad?

Currently the use of gamepads and console controllers is not supported. You may find that you are able to use a controller but some functions may not work correctly.

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How To

How to Run a Traceroute

  1. Click the Start button in the bottom left hand corner of your desktop, and type CMD into the Search Box then hit Enter on your keyboard. 
     
  2. In this screen type: "tracert xx-region.blocknload.com" (without quotations | replace xx with region code as followed: us– for NA, eu– for EU, aus– for APAC) and press Enter. 
     
  3. After the trace route has completed, right-click anywhere on this window and click Select All. 
     
  4. Press Enter and the information will be copied to the Windows clipboard. 
     
  5. Paste this into a text document (Notepad, WordPad, etc.).
     
  6. Attach this to your ticket

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Report a Bug

Found a bug? Tell us about it!

Here are some tips that will help us squash bugs more easily:

  1. Tell us what you were doing when you encountered the issue
  2. Explain what happened in as much detail as you can
  3. Include an output log (instructions can be found here)
  4. Tell us if it happens every time or if it happens randomly

Please send us the details through our Contact Form.

You can also submit your bug to using the following form, but please note that any bugs you feel are exploitable should be privately reported to us using the Contact Form only.
 

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What To Do If You Crash

Firstly run through the steps described in “I’m having trouble launching Block N Load!”.

You may find that lowering the graphics settings of Block N Load helps with this as well, particularly if your PC is close to the minimum specifications required to run Block N Load.  To change these settings:

  1. On the main menu click on the settings button. This has an icon of a gear and is found in the upper-right of the screen.
  2. Click on the “Graphics” tab
  3. Change the “Graphics Quality Level” to a lower setting. This will alter many of the other advanced graphics settings.

If you are still experiencing issues after lowering your graphics settings, occasionally, updating your graphics drivers can rectify the problem:

  1. Open Steam and on the Steam titlebar click "Steam"
  2. On the dropdown menu click "Check for Video Driver Updates…"
  3. You will be automatically be taken to the update page for your particular graphics card
  4. Follow the on-screen instructions to update your Video Card Drivers

If you find that you are still experiencing crashes please get in contact with us.  Giving us as much information as possible about where you are experiencing these crashes within the game, what you were doing in the game at the time, and attaching your DXDiag, game output, and game crash logs should help us to track down what has happened.  If you’re not sure where to find these files instructions can be found in the “How To” section of the FAQs.

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How to create a DXDiag File.

For some errors understanding your computer’s hardware and driver versions can help us to find a solution. One of the easiest ways to export information about your computer is to save a DXDiag file and attach it to your support ticket. Please note that you will need to do this on the computer that you play Block N Load on!

Windows 7:

  1. Click on the Start Menu.
  2. Click on the “Search programs and files” box.
  3. Type “dxdiag”
  4. Click on the program “dxdiag.exe”.
  5. Wait for DXDiag to finish running.
  6. Click on the “Save All Information…” button.
  7. Save the file somewhere you will be able to find it easily.

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How to find game crash logs.

If Block N Load has crashed you may find several log files that will help us to diagnose the issue have been generated. If this is the case you will find these in your Block N Load install directory in a folder named with the date that the crash occurred. To find these:

  1. In Steam open your game library.
  2. Right-click on “Block N Load” in your games list.
  3. Click on the “Properties” option.
  4. Click on the “Local Files” tab.
  5. Click on the “Browse Local Files…” button.  This will open the folder Block N Load was installed in.
  6. Open the folder named for your operating system. This will usually be "Win64" or "Win32".
  7. If crash logs have been generated there will be a folder with only numbers in the name. These numbers will make the date the crash occurred on if read as year, month, and then day.
  8. Copy the four files found in this and attach them to your ticket.

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How to find a game output log.

If you are experiencing some issues in Block N Load, the contents of the game’s output log may help us in narrowing down what has occurred. To find this file immediately after experiencing the issue:

  1. Open your game library In Steam.
  2. Right-click on “Block N Load” in your games list.
  3. Click on the “Properties” option.
  4. Click on the “Local Files” tab.
  5. Click on the “Browse Local Files…” button. This will open the folder Block N Load was installed in.
  6. Open the folder named for your operating system.  This will usually be "Win64" or "Win32".
  7. Open the folder named "BlockNLoad_Data".
  8. Copy the file "output_log.txt" and attach it to your ticket.

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Shop

Unable to Purchase Platinum

You can purchase Platinum Bars by clicking on the “Buy Platinum” button at the bottom of the main menu in Block N Load and then click on the “Buy” button for the size of package you wish to purchase.

When you click on the “Buy” button the Steam Overlay should open. This can take a little while to open up. You will then be able to confirm the purchase of Platinum using the funds available in your Steam Wallet.

You should only need to confirm your purchase once per item you are buying. If you confirm your purchase through Steam multiple times you may end up buying multiple copies of the same package.

If the Steam Overlay does not open when you attempt to purchase Platinum it may be that you have something interfering with the Steam Overlay.

Valve has provided an article containing information on how to enable the Steam Overlay, programs which are known to interfere with it, and how to resolve issues with the overlay in the Steam support knowledgebase here.

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I purchased an item from the in-game shop but have not received it.

Heroes, skins, perks and platinum should be added directly to your client following purchase.  If you do not immediately see an item you've bought, as a first step, please restart your client and check again.

Heroes will go into your usual lineup and skins will be selectable for your hero in the lobby.  You can only view your perks in the game lobby, or by visiting the shop and deselecting 'hide owned'.  Currency will be shown next to your username and avatar in all game menus.

If you are still unable to locate a purchase, please submit a support ticket under the category Game–> Purchases and we'll be happy to assist.

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Voice Chat

Using Voice Chat

To make use of voice chat you will need to first ensure that your microphone is connected to your computer and is set up correctly. Please see the section titled “No one can hear me in a match!” if it does not seem like anyone can hear you whilst you are on the Hero Select screen or in a match.

Once your microphone is set up you will need to set your voice chat options. To do this open the settings menu and click on the “Audio” tab. You will then find two options “Steam Voice” and “Voice Recording”. 

“Steam Voice” must be set to “On” for other players to hear you, and for you to hear other players.

The options in the “Voice Recording” drop-down set when your voice will be transmitted to other players. Setting this to “On” will always send any sounds received by your microphone, the “Push To Talk” setting will only send your voice when you are holding the key bound to voice chat, and the “Off” option will never transmit any sounds from your microphone.

If you are using the “Push To Talk” option you will also need to bind a key to use.  To do this you will need to switch to the “Controls” section of the settings menu and then bind the key you wish to use to the “Steam Voice in push to talk” option.

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How do I mute a player?

To mute an individual player during a match you need to press and hold the "Tab" key to give you a mouse cursor.  You can then click on the speaker icon next to the name and icon of the player that you wish to mute (this is in the very upper-left of the screen).

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No-one can hear me in a match!

Voice chat is currently only active on the Hero Select screen and in match. Additionally, you are only heard by members of your own team.

The first thing to check is the connection of your microphone. Sometimes it can be something as simple as the cable has been tugged and is no longer fully plugged in to your computer. Try unplugging the microphone and then plugging it back in.

If this doesn’t solve the issue there are a number of other things to check.

Make sure your settings are correct in Block N Load

In the settings menu:

  • On the “Audio” section “Steam Voice” must be set to “On” for other players to hear you, and for you to hear other players.
  • Still in the “Audio” section, the drop-down next to “Voice Recording” must be set to “On” or “Push To Talk”.
         a) If this is set to "On" your voice will always be transmitted when you are on the
             Hero Select screen or in a match. 
         b) If this is set to "Push to talk" you will need to be holding the key bound to voice
             chat for your voice to be heard (more on this below).
  • If you have “Push To Talk” set you will also need to bind a key to use and then hold that key when you wish to speak. To bind this key switch to the “Controls” section and bind the key you wish to use for the “Steam Voice in push to talk” option. You will then need to hold this key whenever you wish to talk in a match.

Ensure the microphone is correctly configured in Windows

  • Right-click on the speaker icon in your taskbar
  • Click on “Recording Devices”.
  • Make sure that the microphone you are using is set to the default device. There should be a green tick over the icon of the microphone if it is. If the microphone is not set as the default then you will need to click on the microphone icon and then on “Set Default”.  
  • Once you have done this click on the icon of the microphone you are using and then on “Properties”
  • Click on the “Levels” tab.
  • Ensure that the “Microphone” volume is not set to 0.  Be careful setting this value too high as this can cause voice distortion (or deafen other players).

Check and update your drivers

This applies to both your microphone (if you're using a USB one) and your sound device (regardless of the type of microphone you are using).

  • Check the manufacturer of your sound device (for example Realtek or Creative) and visit their website for driver updates. If you are unsure of where to find this information check your motherboard's manual (if you are using on-board sound) or check with your computer’s manufacturer.

Check the settings of your sound card's software

Some driver packages for audio devices also include software that is designed to make managing your audio simpler (for example Creative Mix Console or RealTek HD Audio Manager). In some cases these programs will try to take over the way your audio devices are managed in Windows. If you have any pieces of software installed relating to your sound devices you will need to check the settings in that software as well. If you are unsure of how to do this you will need to check with the manufacturer of this software (such as Creative or RealTek).

Close any applications which may use the microphone

Some programs which also make use of the microphone can end up being set as the sole program which can receive input from the microphone. (Examples of these programs include, but are not limited to, TeamSpeak, Skype, and Ventrilo). If you have any other programs open which you could use your microphone with you can try closing these programs and seeing whether Block N Load is then able to receive microphone input. If you find this is the case you will need to check the help files for the program in question to find out how to disable the program taking full control over the microphone.

  • On the “Audio” section “Steam Voice” must be set to “On” for other players to hear you, and for you to hear other players.
  • Still in the "Audio" section, the drop-down next to "Voice Recording" must be set to "On" or "Push to Talk".

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I don’t want to hear any other players!

If you don’t wish to hear any other players voices in Block N Load you are able to disable voice chat completely by opening the settings menu, switching to the “Audio” tab and changing the “Steam Voice” option to “Off”.  Be aware this also means that no-one will be able to hear you either!

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