User Avatar Image

Official Support Guide and Answers to FAQs (In Progress)

posted by Amy Lukima on - last edited - Viewed by 3.3K users

While we strive to ensure our games are compatible with as many systems as possible, there may be times where we need to tweak settings or update software to get our games to work with certain systems. Right now this is very much a work in progress but I plan on adding updates as new issues arise. Please PM me with any feedback.

General Questions

Windows Help

Mac Help

Linux Help

Help With Individual Games

21 Comments - Linear Discussion: Classic Style
  • To correct the "Could not initialize Direct3D" error please try these steps.

    Make sure your display color depth is set to 32 bit

    If you have multiple displays, try disabling all but one. We currently do not support dual monitor setups.

    Check if your graphics card meets the minimum requirements (DirectX Version compliance).

  • To find out what video card you have press the Microsoft Key (two keys left of the space bar, it has the Microsoft flag on it) and then press "R" at the same time.

    So press: Microsoft Key and R

    In the text box that pops up type in: DxDiag

    Press Enter.

    Click on the display tab.

    First you'll want to take note of the name. You'll need this if you update your software.

    Second you'll want to make sure the Driver Date is current. If it's more than just a few months behind you'll want to check with the card manufacturer on getting on update.

    Last, you'll want to check the DDI version (you'll want to wait until after you've updated it to do this). Our games require version 9 or higher.

  • If you're on Steam then this mean that you need to manually update the game and/or Steam. If you're unsure of how to do this contact Steam support and they can walk you through this.

  • The first thing you'll want to try is replacing the default video setting file.


    To determine whats causing this issue we need to try running the game during a clean boot. Please follow these steps to see if the game will run.

    Step 1: Start the System Configuration Utility
    Click Start, type msconfig in the Start Search box, and then press ENTER.
    If you are prompted for an administrator password or for a confirmation, type the password, or provide confirmation.

    Step 2: Configure Selective Startup options
    1. In the System Configuration Utility dialog box, click Selective Startup on the General tab.
    2. Click to clear the Load Startup Items check box.
    3. Click the Services tab.
    4. Click to select the Hide All Microsoft Services check box.
    5. Click Disable All, and then click OK.
    6. When you are prompted, click Restart.

    After the computer starts, try to start the game. After determining whether or not the issue is still present we will need to return your computer to it’s original settings.

    To return your computer to a Normal startup mode, follow these steps:
    Click Start in the Start Search box.
    Type msconfig, and then press ENTER.

    If you are prompted for an administrator password or for a confirmation, type the password, or provide confirmation.
    3. On the General tab, click Normal Startup - load all device drivers and services, and then click OK.
    4. When you are prompted, click Restart.

    If the issue was still present send us a support ticket by emailing support@telltalegames.com

    If it was not present another program on your computer was interfering with it. You'll need to ensure all all programs are closed when playing the game.

  • Back to the Future
    Jurassic Park
    Tales of Monkey Island
    Puzzle Agent
    Wallace and Gromit

  • To fix this issue follow these steps:

    Go to "Computer", click on your C drive, and then click on Program files. Look for Telltale Games, than Wallace and Gromit's Great Adventures, and then Fright of the Bumblebees.
    Look for these files and delete them:

    C:\Program Files (x86)\Telltale Games\Wallace and Gromit's Grand Adventures\Fright of the Bumblebees\Pack\env_TownExterior_Gromit.dlg

    C:\Program Files (x86)\Telltale Games\Wallace and Gromit's Grand Adventures\Fright of the Bumblebees\Pack\env_CountryRoad.dlg

  • Please try to delete the userdata files:

    1) Open the command line by pressing "Start" and selecting the "Run..." option.

    2) Type "cmd" (without "s) and push the [Enter] button on the keyboard.

    3) Please type in the following command:
    rd /s "%APPDATA%\SecuROM"
    and press [Enter] on the keyboard.

    4) Answer Y to the Y/N question and press [Enter] to complete the process.

    The folder should now be deleted. Please understand that any SecuROM application that uses UserData will rebuild these files and folder with future launches.

    If you have any other questions, please feel free to ask.

  • To correct this issue please follow these steps.

    Restart your computer if you haven't yet.

    The d3dx9_41.dll error might be a fluke and a simple restart could clear it up completely.

    Install the latest version of Microsoft DirectX. Chances are, upgrading to the latest version of DirectX will fix the d3dx9_41.dll not found error.

    Note: Microsoft often releases updates to DirectX without updating the version number or letter so be sure to install the latest release even if your version is technically the same.

    Note: The same DirectX installation program works with all versions of Windows including Windows 7, Windows Vista, Windows XP, and more. It will replace any missing DirectX 11, DirectX 10, or DirectX 9 file.

    Assuming the latest DirectX version from Microsoft doesn't fix the d3dx9_41.dll error you're receiving here are some other steps to try.


    Uninstall the game then reinstall it again. Something might have happened to the files in the program that work with d3dx9_41.dll and a reinstall could do the trick.

    Restore the d3dx9_41.dll file from the latest DirectX software package. If the above troubleshooting steps haven't worked to solve your d3dx9_41.dll error, try extracting the d3dx9_41.dll individually from the DirectX downloadable package.

    Update the drivers for your video card. While it's not the most common solution, in some situations updating the drivers for the video card in your computer could correct this DirectX issue.

  • The Game is freezing:

    To fix this issue follow these steps:

    Go to "Computer", click on your C drive, and then click on Program files. Look for Telltale Games, than Wallace and Gromit's Great Adventures, and then Fright of the Bumblebees.
    Look for these files and delete them:

    C:\Program Files (x86)\Telltale Games\Wallace and Gromit's Grand Adventures\Fright of the Bumblebees\Pack\env_TownExterior_Gromit.dlg

    C:\Program Files (x86)\Telltale Games\Wallace and Gromit's Grand Adventures\Fright of the Bumblebees\Pack\env_CountryRoad.dlg

  • Download the file attached to this message.
    Then move it it to \My Documents\Telltale Games\Demo. The prefs.prop in the zip file should replace the one you have. Then try booting up the game.

This discussion has been closed.