Frequently Asked Questions (FAQ)

In our Frequently Asked Questions we answer the questions that reach us the most. Very often you will find a solution to your issue by reading this FAQ. Simply select the category your question falls under and look for an answer.

If you cannot find an answer in this FAQ, you can contact us directly with the form found at the bottom of this page. Please enter a valid email address, so we can reach you with our answer!
For inquiries it’s also helpful if you include your account name or the email address you have registered with in your initial message.

EMERGENCY HQ: If you haven’t registered yet, you can also tell us your player-ID (displayed in the options menu inside the game).


Answers for your questions about EMERGENCY HQ

Something is not working in the game!

Many issues can be resolved by restarting the game from scratch. On both Apple and Android devices you can close the game from the task manager and restart it by tapping the “EMHQ” icon.
If that does not help, restart your device and try to launch EMERGENCY HQ again.

Should the issue still persist, please check the other entries in this FAQ or contact our support using the form at the bottom of this page.

How do I unlock new units?
You unlock new buildings and their units when your Headquarters building reaches the required construction stage. You can always see the depots you will unlock next in the shop!

How do I upgrade my buildings?
Your depots can be upgraded once your Headquarters building reaches the construction stage required for the next upgrade. You can access the Upgrade screen by tapping a building and pressing the top button in the ring menu. If you go to the depot’s upgrade screen you can see which construction stage is required for the next upgrade.

How do I upgrade my Headquarters building?
Your Headquarters building can only be upgraded, once you have reached a certain player level. So if you cannot upgrade you Headquarters/main building, you should earn some more XP in missions!

You get Thank You Posts by successfully completing regular missions and earning the gratitude of saved people. There is a chance to earn a TYP in every mission!

I just purchased something and did not receive it!

Although in the vast majority of cases purchases are delivered immediately, sometimes processing a purchase can take some time. Please wait at least 24 hours until you take further steps. Purchasing the same item again will not influence your earlier purchase and will lead to you being charged twice!

I have waited 24 hours and still do not see my purchase!

If you are on iOS, please contact the Apple Support. Apple handles all purchases on iOS directly.

If you purchased your item(s) on Android please contact us using the form below. Most likely we will ask you for a screenshot of your order receipt with your transaction ID visible.

I purchased a HQ Package and got my Credits and EMeralds, but I can’t find my building!

When you interrupt the placing of a building you got from a HQ Package, the building is placed in your inventory. You can expand the menu on the right and tap on the „box“ button to open it and place your new building from there.

A black screen without an error message indicates a problem with storing data on your device. You should check if your device still has free memory left. If you are on Android, re-check the permission to store data on your device. It can be reset after an update!

I want to change my name!
When you register an account, you can decide on your username. You can register in-game by going into the options menu and opening the „ACCOUNT“ tab. Please make sure you are using an address you can access, so you can confirm your registration. Besides letting you choose a username you get 100 free EMeralds and protect your saved game from data loss by registering an account!

I do not want to register, but I want to contact the Support, how do I identify myself?
You can find your Player-ID at the bottom of the options menu. This unique string of letters and numbers identifies your account. When our Support asks you for your Player-ID, this is what we need to know. We still recommend registering an account. You get free EMeralds and keep your saved game safe!

I want to make sure my base is safe from data loss!
In order to keep your account safe you can register a WORLD of EMERGENCY account or connect your game to Facebook. You can find both options in the options menu.

I want to reload my base on a different device or after resetting my device!
Enter your WORLD of EMERGENCY account details in the options menu or re-connect EMERGENCY HQ to Facebook. This will cause the app to restart and reload your base.


What do antennas do?
Each antenna doubles the coins per hour produced by depots in its area of influence. Each depot can only benefit from one antenna at the same time.

How do antennas work?
The antennas have different ranges, with the satellite dish being the best but otherwise they all work the same. You place an antenna and every depot in the orange area of influence will double its output of credits!
You can boost your earnings, if you figure out the layout for your base, that gives you the most coverage from your antennas!

What do monuments do?
Monuments increase the coin capacity of a specific set of depots. With an increased capacity you will lose less credits because you did not gather the credits fast enough.

How do monuments work?
You can buy a monument for each of the four branches of your EMERGENCY HQ, Police, Fire Department, Rescue Service and Technical Units. As long as the monument is in your base the depots from the corresponding branch will be able to store more credits before they are at maximum capacity.

The monuments will automatically improve, the more you use the corresponding branch of your HQ. You will see the monuments go from bronze to silver and then gold. This will also increase the extra capacity from 50% to 75% and finally 100% for the golden monuments.

How do I remove players from my alliance?
If your rank is high enough, simply visit the base of the player you want to remove from the rescue alliance tab of the friends menu. You can find the red button to kick someone there.

How do I promote members?
If your rank is high enough, simply visit the base of the player you want to remove from the rescue alliance tab of the friends menu. You can find the button to promote someone there.


Answers for your questions about EMERGENCY

I have bought EMERGENCY 5, EMERGENCY 5 Deluxe, EMERGENCY Reloaded, EMERGENCY 2016 or EMERGENCY 2017 as Retail version and want to upgrade the game to EMERGENCY 20.

Please follow this link:–3134-3

If problems arise during the installation process, we recommend the manual installation.

If the manual installation aborts, please check if the game is still running in the background. If DLL-files are still in use, they cannot be replaced.

Instructions to manually install DirectX & Visual C++

DirectX download from:
The download extracts the files. At this point a new folder can be selected, e.g. on the desktop. The SETUP.exe has to be started manually. Please follow the instructions of the setup program.

Visual C++ download from:
Select vcredist_x64.exe (only for users of 64bit Windows) and vcredist_x86.exe (for all).

Execute both files after the download one after another. Follow the instructions of the setup program.

Alternatively you may download the files separately on the following websites:

Visual C++:

Please extract the downloaded packages which are packed with 7-zip ) directly into the installation folder of EMERGENCY 5 (usually “C:\Program Files (x86)\EMERGENCY 5”) and overwrite existing files.

Crash inside “C:\Windows\USB_Vibration\3331\EZFRD64.DLL” or similar
Certain game controllers and other devices may cause this crash. Make sure to unplug any game controller before starting the game. This might also help alleviate issues with strange behaviour of your mouse and/or keyboard.

Crash inside “IMETIP.DLL”
Open the Windows Control Panel -> Regional and Language Options -> Keyboards and Languages -> Change Keyboard, and there switch to English as default input language.

Crash in “ltc_game64-103398.dll” or similar (
The gameplay recorder can cause crashes. If you have problems on game start, deactivate this program first.

Steam overlay crash in “gameoverlayrenderer64.dll”
On some PC configurations, the Steam overlay can lead to crashes inside the game. Consider deactivating it in Steam’s settings under “Interface”.

Error message “The application failed to initialize properly (0xc000001d).”:
This error occurs under Windows 7 when Service Pack 1 (SP1) is not installed. As EMERGENCY requires SP1, you have to install it from Microsoft:
Download: Link

Game won’t start and shows an error message.
Error message at game start:

“Exception: OGRE EXCEPTION(-2147024809:RenderingAPIException):
Failed to create Direct3D11 device in
D3D11RenderSystem::D3D11RenderSystem at G:/Projects/qsf-external-source/ogre/ogre_v2-1-ofenberg/RenderSytsems/Direct3D11/src/OgreD3D11RenderSystem.cpp (line291)”

Please make sure your hardware fulfills the system requirements, especially that your graphics card is DirectX 11-compatible.

When starting the game via Steam, nothing happens. No window, no error message.
Please try to launch the game by using the Windows Explorer in order to see possible error messages Steam might suppress.

When starting the game, an error message comes up telling me that “api-ms-win-crt-runtime-l1-1-0-dll” is missing.

Please ensure you have all latest Windows updates installed. After this, ensure you have Visual Studio 2015 redistributable update 2 installed which requires the latest Windows updates.

Game won’t start after startscreen. 

The game might be trying to run on an integrated graphics device. Depending on the manufacturer of your graphics card you can make sure your device runs EMERGENCY on your graphics card.

Please try to edit this in the “AMD Catalyst Control Center”. Open the menu “configure switch graphic” with a right mouse click. Put all adjustments to high. Now the game will starts with your normal graphic card. 
Add EMERGENCY as a in the NVIDIA Control Panel options under “3D Settings” – “Program Settings” and enable “Use High-Performance GPU” as the preferred device.

If you use several screens, please remove one.

Or try the following:
Open the emergency_5_settings.json file with a text editor:

  • PC: PC: C:\Users\\AppData\Roaming\Promotion Software GmbH\EMERGENCY 5\emergency_5_settings.json
    (The AppData folder may be hidden. In this case one can tell the operating system to show hidden files.))
  • Mac: Mac: /Users//Library/Containers/com.promotion-software.emergency5.deluxe/emergency_5_settings.json

Search for “qsf::RendererSettingsGroup” and change the entry to “Resolution”: “1920 1080”.

The game can also be played in windowed mode. With Alt-Return one can switch between the modes. As an alternative, emergency_5_settings.json file the mode can be changed by altering the emergency_5_settings.json file: The setting “Fullscreen” can manually be changed to “false” or “true”.

If security programs give warnings about possible viruses while using the launcher application of EMERGENCY 5 the development studio suggests to ignore it until a longterm solution has been part of an update.

After updating EMERGENCY to a newer version, modifications may still be active that are not compatible any more. If you face problems inside the game like no events starting or missing commands for your units, please make sure to disable all modifications.

Beginning with update 2.0.2, EMERGENCY will do this itself after each update. You need to re-enable modifications to make sure they still work with the update, or wait for an updated version of the modification if it doesn’t.

Please read the manual of the game and the README-files!

Connection problem – Host and Client:

Make sure that every player has the most recent game update.

If that is the case, please try this:
Start the Game-Launcher and press “User Data”. 
In the opened folder please delete oder rename the folder “Cache” to “OLD_Cache”.

Please do this for all users who want to play with you. 

Also check your firewall and antivirus software settings. These might also block the game.

If your computer is being used as server for a multiplayer match, you should keep in mind that a poor performance on your computer may have an impact on the gameplay of the other players too.

You can’t join a multiplayer game that is already in progress. Servers where games are already in progress will be grayed out in the server list.

Automatic Patch Function:
If you want to create a server or wish to join a multiplayer game, your game version will be checked automatically and patched to the latest game version if need-be. You can only play online when using the latest version of the game!

The developers suggest not to use the ALT-TAB combination to leave the game.

Simply check if your Mac can play EMERGENCY 5 as described in this How-To.

On the following pages Sixteen Tons Entertainment provides a manual to conduct a performance check. Please send the results to Sixteen Tons Entertainment will use the data to enhance the performance of the game.

Download PerformanceCapturing_de.pdf

EMERGENCY 5 / 2016 does not support AMD Crossfire technology making use of two graphics cards. Having it activated can lead to crashes in the game, so make sure you disable it before starting EMERGENCY.

The main menu and the game itself look pixelated / blurry, although I set it to FullHD.
Possible solution: Disable MSI Gaming App or similar tools, check your graphics card driver settings

If EMERGENCY crashes at startup or freezes during the game, you can try disabling the V-Sync option in the following two places:

  • Inside the graphics card setting: choose V-Sync “always off”
  • Inside the game’s options windows: disable V-Sync

Depending on sound hardware and drivers, EMERGENCY may crash at startup with the following error message:
emergency5.exe caused ACCESS_VIOLATION in module “C:\Windows\system32\MMDevAPI.DLL” at 0033:00000000FB32B4EE, Ordinal2()+11342 byte(s)

This is only known to happen under Windows 7 64 bit Service Pack 1 (Build 7601).
We recommend uninstalling the audio driver, and use the default Windows audio driver.

In case the Steam version of EMERGENCY does not start or freezes, check if your installation is okay.
Steam offers an easy option to do this:
Open your games library in Steam -> Right-click the game -> Properties -> Local files -> Verify integrity of game cache


You cannot find suitable answers for your problem here? Send us a message!
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