Troubleshooting Guide

Having trouble? This guide covers the most common issues and their solutions.

Installation Issues

Plugin not appearing in Plugins list

Symptoms: After extracting the plugin, it doesn’t show in Edit → Plugins.

Solutions:

1. Verify folder structure

   The plugin folder should be directly inside Plugins/:

   YourProject/
   └── Plugins/
       └── PluginName/           ✓ Correct
           ├── PluginName.uplugin
           └── Source/

   Not nested:

   YourProject/
   └── Plugins/
       └── PluginName-3.2.0/     ✗ Wrong - extra folder level
           └── PluginName/

2. Check .uplugin file exists

   Look for PluginName.uplugin in the plugin root folder.

3. Restart Unreal Editor

   A full restart (not just reload) is required.

4. Regenerate project files

   Right-click your .uproject file → Generate Visual Studio/Xcode Files

”Module ‘PluginName’ not found” error

Cause: The plugin module failed to load.

Solutions:

1. Check Unreal version compatibility

   Download the correct version for your UE version from your Dashboard.

2. Check binaries exist

   Look in Plugins/PluginName/Binaries/[Platform]/

   If empty, you may have downloaded source-only (Ultimate) without building.

3. Check Output Log

   Window → Developer Tools → Output Log

   Search for the plugin name to find specific error messages.

4. Delete intermediate files

   Delete these folders and restart:

   • Intermediate/
   • Binaries/
   • DerivedDataCache/

Plugin causing Editor to crash on startup

1. Start without plugins

   Rename the plugin folder temporarily and start the Editor.

2. Check crash logs

   • Windows: %LOCALAPPDATA%/UnrealEngine/5.x/Saved/Crashes/
   • macOS: ~/Library/Logs/Unreal Engine/

3. Verify dependencies

   Some plugins require other plugins to be enabled first.

4. Clean rebuild

   Delete Binaries, Intermediate, and regenerate project files.

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License Issues

”Invalid license key” error

Verify the key format:

• Should be GDNA-XXXX-XXXX-XXXX
• Check for extra spaces before/after
• Ensure no characters were missed when copying

Copy fresh from Dashboard:

1. Go to Dashboard → Licenses
2. Click the copy button (not manual selection)
3. Paste directly into Unreal

”All seats in use” error

Cause: Your license has reached its activation limit.

Solution:

Pro/Ultimate

1. Go to Dashboard → Licenses
2. Click “Manage Activations” on your license
3. Find the old machine and click “Deactivate”
4. Try activating again on the new machine

Indie

Contact support@gamedna.studio to request a seat transfer.

”License expired” error

Your update period has ended. You have two options:

1. Continue using current version - It will work forever
2. Renew for updates - Go to Dashboard → Licenses → Renew

Activation fails with “Network error”

1. Check internet connection

   Activation requires internet access.

2. Check firewall/proxy

   Allow connections to store.gamedna.studio and api.gamedna.studio

3. Try offline activation

   See Licensing Guide

4. Check Unreal’s network settings

   Edit → Editor Preferences → General → Network

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Plugin-Specific Issues

Online Subsystem Blueprintable

”Online Subsystem not initialized”

1. Check DefaultEngine.ini

   Ensure you have:

   [OnlineSubsystem]
   DefaultPlatformService=Steam  ; or EOS, etc.

2. Enable platform plugin

   Edit → Plugins → Enable “Online Subsystem Steam” (or your platform)

3. Steam-specific

   • Ensure Steam client is running
   • Check steam_appid.txt exists with correct ID

4. EOS-specific

   • Verify all credentials in DefaultEngine.ini
   • Check deployment is published in EOS portal

”Login failed: User cancelled”

This usually means the platform overlay closed without completing login.

Steam: Ensure the user is logged into Steam client.

EOS: Check that login method is enabled in your EOS portal.

Discord Messenger

”Webhook URL invalid”

• URL must start with https://discord.com/api/webhooks/
• Check for extra characters or missing parts
• Create a new webhook if the old one was deleted

”Bot token unauthorized”

1. Regenerate token

   Discord Developer Portal → Your App → Bot → Reset Token

2. Check intents

   Enable required intents in Bot settings

3. Verify bot is in server

   Re-invite the bot using OAuth2 URL Generator

Analytics Toolkit

Events not appearing in dashboard

1. Check backend credentials

   Verify API keys in Project Settings

2. Enable debug logging

   Project Settings → Analytics Toolkit → Enable Debug Logging

   Check Output Log for errors

3. Check batching

   Events are batched. Wait for batch interval or call Flush.

4. Check consent

   If GDPR mode is enabled, ensure user has consented.

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Build & Packaging Issues

Plugin works in Editor but not in packaged build

1. Check plugin is set to package

   In .uplugin file, ensure:

   {
     "Installed": true
   }

2. Add to packaging settings

   Project Settings → Packaging → Additional Asset Directories to Cook

   Add the plugin’s Content folder if it has assets.

3. Check platform whitelist

   Some plugins have platform restrictions in their .uplugin.

”Missing module: PluginName” in packaged game

1. Verify build configuration

   Package with the same configuration (Development/Shipping) you tested.

2. Check plugin dependencies

   Ensure all required plugins are also packaged.

3. Review packaging log

   Check Saved/Logs/ for packaging errors.

Compile errors after engine upgrade

When upgrading Unreal versions:

1. Download matching plugin version

   Get the version compatible with your new UE version from Dashboard.

2. Delete old plugin folder

   Remove the old version completely before extracting new.

3. Regenerate project files

   Right-click .uproject → Generate Project Files

4. Clean rebuild

   Delete Intermediate and Binaries folders.

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Performance Issues

Plugin causing frame drops

1. Profile with Unreal Insights

   Look for plugin-related hitches.

2. Check async settings

   Ensure async operations aren’t blocking the game thread.

3. Reduce call frequency

   Cache results instead of calling every frame.

4. Contact support

   If persistent, report with profiling data.

High memory usage

1. Check for leaks

   Use Unreal’s Memory Profiler.

2. Review object lifecycle

   Ensure you’re not creating objects without cleanup.

3. Check plugin settings

   Some plugins have memory-related options.

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Getting More Help

Before contacting support

Gather this information:

• Unreal Engine version (exact, e.g., 5.4.2)
• Plugin version (from Dashboard)
• Platform (Windows, Mac, Linux)
• Full error message (screenshot or copy)
• Output Log contents (filtered to the plugin name)
• Steps to reproduce

Contact options

Issue Type	Best Channel
Quick questions	Discord #support
Detailed bugs	Email: support@gamedna.studio
License issues	Email: support@gamedna.studio
Feature requests	Discord #suggestions
Security issues	Email: security@gamedna.studio

Debug information

To help support diagnose issues faster:

Enable Logging

In DefaultEngine.ini:

[Core.Log]
LogOnline=Verbose
LogPluginName=Verbose

Export Logs

1. Window → Developer Tools → Output Log
2. Right-click → Save to File
3. Attach to support request