Having an issue with the game?

If you don't see a solution in the common issues or community forums, please send a support request using the form below. Thanks!

The latest desktop version is

1.1.65

The latest iPad version is

1.0.12 (iOS)

If you're running an older build, please update to the latest version before requesting support. Steam and iPad versions update automatically but for other distributors you'll have to download and install the latest build from where you purchased it: GOG.com, the Humble Store, or PLAYISM.

Common Issues

PROBLEM 36The iPad version crashes at startup on iOS 10
Show Solution
Please update to the latest version (1.0.12)
PROBLEM 32The game doesn’t start.
Show Solution

If the game fails to start, crashes immediately on startup, or shows only a blank screen, the problem is likely related to an incompatibility with your operating system, video card, or audio card.

Here's some things you can try to get the game running properly:

iPad - Update iOS

Some users have reported problems with the game on older versions of iOS that went away when updating to the latest version. Please update to the latest iOS before requesting support.

iPad - Remove Jailbreaks

There may be problems with the game on on jailbroken devices. Papers, Please does not explicitly check for jailbreaking, but various OS changes due to the jailbreak can cause unintended problems.

I cannot offer support for jailbroken devices.

If you are having problems with the game and your device is jailbroken, please install the latest Apple-provided version of iOS before requesting support.

Windows - Update your video card drivers

If you have a modern video card and see this error, it’s likely due to the manufacturer-provided drivers which don’t have proper OpenGL support.

Some manufacturers offer unofficial or beta drivers to fix the issue. This is a common problem for MineCraft (which also requires OpenGL) so you may have some luck searching for solutions to get MineCraft running on your particular video card.

ATI/AMD Radeon
Check here for a solution to running OpenGL games

Intel HD3000/2000
Check this Intel support thread

Toshiba Satellite Notebook
Check this MineCraft thread for help

Intel GMA 500
Try these drivers (Windows XP only)

Windows - Run the game in windowed mode

From Steam: Select "Launch (Windowed)" when starting the game.

For Others: Start the game from the command line and add the "win" command line parameter:

 > PapersPlease.exe win

Windows - Run the game in software rendering mode

From Steam: Select "Launch (Software Rendering)" when starting the game.

For Others: Select the "Run with Software Rendering" shortcut from the Start menu or start the game from the command line and add the "softren" command line parameter:

 > PapersPlease.exe softren

Windows - Disable your display adapter temporarily

It's possible to disable your manufacturer-provided display adapter in order to force Windows to use the default display driver provided by Microsoft. This one is pretty consistent and may allow the game to run in software rendering mode. To do so:
  1. Open the Device Manager from the Windows Control Panel.
  2. Find your display adapter, right-click on it and select "Disable".
  3. Confirm the change. Your screen will switch to a lower resolution but should still be functional.
  4. Try playing the game again.
  5. When you're done playing, go back to the Device Manager, right-click on your display adapter again and select "Enable" to restore your display settings.

Windows - Reduce your audio output settings

Some users have reported problems running the game if their audio output quality is set above 24 bit 96kHz. If you have a high-end sound card with adjustable output settings, try setting the output quality to 24 bit 96kHz or lower.

Windows - Disable all but one audio output device

Some users with multiple audio output devices have seen startup crashes that go away when disabling all but one of these devices.

Windows - Update your audio device drivers

  1. Open the Device Manager from the Windows Control Panel.
  2. Find your audio device, right-click on it and select "Update Driver Software...".
  3. Follow the prompts to search for an update online or install one manually.

Windows - Disable GameSave Manager

If you're using the GameSave Manager, try disabling the Sync & Link feature for Papers, Please.

OSX - Disable Automatic Graphics Switching

If you have a Macbook Pro with automatic graphics switching, try installing the gfxCardStatus menu bar app and forcing your system to use the integrated (or discrete, try both) GPU before starting the game.

OSX - Reinstall Steam and the game

Something peculiar about Steam on OSX causes a persistent problem. Follow the instructions to reinstall Steam, then redownload and play the game from your Steam library.

Thanks to Steam user [Fi]aste for this tip. (Original Thread: Unable to Play (Mac OS 10.9.4)).

Linux - Install the 32-bit Mesa GL libraries

The Debian install package has some missing dependencies. In particular, the game requires libgl1-mesa-glx:i386 to run properly. If it's missing, you'll see this error:

Error : Null Function Pointer

A quick fix is to install the libgl1-mesa-glx:i386 library manually:

sudo apt-get install libgl1-mesa-glx:i386

PROBLEM 33The game has no audio.
Show Solution

iPad

Please make sure the MUTE switch is not enabled on your iPad.

Linux

Papers, Please uses the OpenAL audio subsystem, which relies on the PULSE or ALSA sound libraries in Linux. The Debian install file doesn't list these as dependencies (probably a mistake). If your game plays but has no audio, try installing the 32-bit/i386 version of either PULSE or ALSA.

Windows

There are a couple things to try.

Reduce your audio output settings

Some users have reported problems running the game if their audio output quality is set above 24 bit 96kHz. If you have a high-end sound card with adjustable output settings, try setting the output quality to 24 bit 96kHz or lower.

Disable all but one audio output device

Some users with multiple audio output devices have seen startup crashes that go away when disabling all but one of these devices.

Update your audio device drivers
  1. Open the Device Manager from the Windows Control Panel.
  2. Find your audio device, right-click on it and select "Update Driver Software...".
  3. Follow the prompts to search for an update online or install one manually.
PROBLEM 34SPOILERS I'm stuck on day 3. One entrant won't give me any papers.
Show Solution
Try closing the shutter for a hint.
More ▾
PROBLEM 35SPOILERS, iPad The Arskickers banner is stuck on the wall and I can't return it.
Show Solution
This is an unfortunate bug if the banner is placed too high and there's a person in the booth. Lower or remove the banner when no one is in the booth so that it can be moved later when you want to give it away. This bug will be fixed in a future update.
PROBLEM 30I bought the game on your website but haven’t received a download email.
Show Solution
Direct sales from PapersPlea.se are handled by Humble. Sometimes their email service stops working. Visit their key resender page if you don’t receive an email link to the download immediately after purchase.
PROBLEM 31DESKTOP The game crashes when clicking "SLEEP" on the night screen to go to the next day. (Or when deleting a save).
Show Solution
Make sure you’re running the latest version of the game. This bug existed in version 1.1.60 but was fixed afterwards.
PROBLEM 1DESKTOP There's a black border around the screen.
Show Solution
This is normal. Papers, Please is a fixed-resolution pixel-art game. The supported resolutions are 570x320, 1140x640, and 1710x960. The game picks the largest possible resolution to fit in the current window and fills the remaining border with black.
PROBLEM 2DESKTOP The game window doesn't fit onscreen or it's much too small.
Show Solution

This is because your screen resolution is less than 1280x720, the minimum supported resolution.

Try the following workaround (Windows only):

  1. Find PapersPlease.exe in Windows Explorer
  2. Right-click on PapersPlease.exe and select "Properties", then the "Compatibility" tab
  3. Check the box: "Run in 640x480 screen resolution"
  4. Run the game and switch to either fullscreen or windowed mode (try both)
This will result in slightly blurry graphics, but at a reasonable size.
PROBLEM 3WINDOWS The game quits immediately on startup with a Runtime Error which reports: "The application tried to terminate the runtime in an unusual way".
Show Solution
Make sure you’re running the latest version of the game. This bug existed in version 1.0.33 but was fixed afterwards.
PROBLEM 4DESKTOP While playing windowed, mis-clicking the stamp bar and moving the window border instead shrinks the game's display to a tiny box.
Show Solution
This is a result of the game's fixed resolutions. Simply scale the window back up again to restore the bigger pixel scaling.
PROBLEM 7WINDOWS, Surface Pro The game crashes on startup.
Show Solution
The Surface Pro ships with default drivers from Microsoft that do not have sufficient OpenGL support. Some players have reported success by installing the latest video card drivers directly from Intel's site: downloadcenter.intel.com
PROBLEM 8SPOILERS I get arrested on Day 15 every time!
Show Solution

There are two ways to avoid this arrest:

  • Restore from Day 11 and turn down the EZIC money whenever it's offered at night
  • Restore from Day 14 and let the 2nd EZIC agent through so they can fix the problem for you
PROBLEM 9SPOILERS I get arrested on Day 26 every time!
Show Solution
Restore from Day 25 and avoid arresting your boss's friend, Shae Piersovska.
PROBLEM 10MAC, Macbook Pro The game doesn't start on the Macbook Pro or has video problems.
Show Solution
This problem seems related to the Macbook Pro’s GPUs and automatic video card switching. Try installing the gfxCardStatus menu bar app and forcing your system to use the integrated (or discrete, try both) GPU before starting the game.
PROBLEM 11SPOILERS I keep getting citations for denying Altan residents after confiscating their passport.
Show Solution
Confiscation on its own doesn't imply that an immigrant should be denied. If there are no other errors, confiscate the passport and approve their entry.
PROBLEM 12WINDOWS When installing the game, the installer complains: "Installation Directory must be on a local hard drive"
Show Solution
This is a permissions problem with Windows 8 and .msi files. Try the procedure here or search google for an alternate solution.
PROBLEM 14SPOILERS During the attack on Day 31, the game goes directly to the menu and doesn't show an ending.
Show Solution
You're being killed by the grenade tossed into your booth. Shoot the lower enemy to avoid this.
PROBLEM 16SPOILERS How does the double-click booth inspection upgrade work?
Show Solution
With this upgrade installed, you can double-click on any piece of information to enter inspection mode and auto-select the information in one step. While in inspection mode, double-clicking somewhere that can't be selected will exit inspection mode.
PROBLEM 22STEAM Achievements are not awarded when collecting tokens or reaching endings.
Show Solution
Achievements can only be earned while Steam is online. The game doesn’t save achievements on the client-side so make sure you’re online when playing for achievements.
PROBLEM 25WINDOWS The game window minimizes automatically.
Show Solution

Try this:

  1. Find PapersPlease.exe in Windows Explorer
  2. Right-click on PapersPlease.exe and select "Properties", then the "Compatibility" tab
  3. Check the box: "Disable visual themes"

If the problem persists, also enable "Run this program in compatibility mode for: Windows XP (Service Pack 2)" from the same properties page.

PROBLEM 26WINDOWS The game doesn't save progress.
Show Solution

When it's working right, progress is saved automatically at the start of each day when the newspaper appears. If you've played several days and no saves appear on the STORY screen, there's a problem.

Try this:

  • Run PapersPlease.exe in Administrator mode
  • Make sure your user directory is not symlinked (mklink /d). Junctions should work ok (mklink /j) but user directory symlinks are not supported. If your user directory is on a separate drive and symlinked to C:\Users\, the game will fail to save.
PROBLEM 27WINDOWS The game lags or crashes randomly
Show Solution
Several users have reported problems with their antivirus program mucking around and causing problems for the game. BitDefender is a particular culprit.

If you’re having lag or stability problems and you have an active antivirus program, try adding PapersPlease.exe to the exclusion list.

PROBLEM 28WINDOWS The game starts up but shows only a black screen (the music may or may not be audible).
Show Solution

I’ve gotten reports of this issue with different apparent causes.

Steam Users

One user was able to work around the problem by disabling the Windows firewall (this step might not be necessary) and running Steam in offline mode (possibly the important bit). (Note that achievements won't be awarded in offline mode.)

Switchable Graphics

If the game runs ok in windowed mode but not fullscreen, the issue is likely related to a switchable graphics card. Switchable graphics is a technology that switches between a powerful discrete graphics card (usually NVIDIA or AMD/ATI) and an efficient integrated card (usually Intel) based on the application being run. If you have a switchable graphics system, try adjusting your video card settings to always choose the more powerful, discrete video card when running PapersPlease.exe. The way to do this differs depending on the technology. For NVIDIA Optimus, you can set this from the NVIDIA Control Panel or by right-clicking on PapersPlease.exe and choosing "Run with graphics processor" (or similar). Check this video for detailed NVIDIA Optimus instructions

Intel Video Cards

This issue seems to come up often for computers with Intel graphics cards. Their OpenGL support is unfortunately spotty. First, try updating to the latest video card drivers provided by your computer manufacturer. If that doesn’t help, visit Intel’s download center to get and install the latest drivers for whatever card you have.
PROBLEM 29MAC A message appears: "PapersPlease can't be opened because it is from an unidentified developer."
Show Solution

Follow these steps to bypass the "unidentified developer" warning on OSX:

  1. In the Finder, locate PapersPlease.app.
  2. Press the Control-key, then click the app icon.
  3. Choose Open from the shortcut menu.
  4. Click Open.

The app is saved as an exception to your security settings, and you will be able to open it in the future by double-clicking it, just like any authorized app.

More details here

Support Request

My problem isn't addressed in the common issues or on the community forums ▾
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