Troubleshooting

What to do when a level is missing, does not load, asks for a newer game or a password, or comes in an archive the game refuses

Your problem is not here? Where to report it - Getting help

A level is not in the list

Copied in by hand. The level folder has to sit directly inside levels, Installation. Press Scan again after copying
A workshop item. A Steam build lists only your subscriptions. Settings → General → Show All Found Content adds folders found on disk. They are marked Not subscribed
Nothing is listed at all. The levels folder may be unreachable. Storage cleanup in Other does not run in that state and says The level scan found nothing, so this cleanup was refused

A level does not load

The loading screen shows its stage: Reading level, Checking level, Loading resources, Building level

A file at a web address. A level can take a file from a link instead of keeping it in its folder. General → Resource Web Timeout is how many seconds the game waits for such a file
A damaged level. A Json level is text and can be read by eye. A damaged Blob is refused whole. More - The level folder and backups
An error window. It has Copy, Save Report and Open Reports Folder. The report goes to the reports folder. Attach it to a bug report in bullet-hero/releases, Getting help
Level needs more objects per frame than this device allows. This is not a failure to load. The level plays, but part of it is not drawn. More - The level's budget

"Update required"

An old version of the game does not open files from a newer one. Update the game

Message	What to do
`This level was made in a newer version of the game...`	update the game
`This archive holds a level from a newer version of the game...`	update the game
`The clipboard holds editor content copied in a newer version...`	update the game
`Your settings or statistics were saved by a newer version of the game...`	`Download`, `Keep saves suppressed` or `Overwrite data`

A card marked Newer version or From a newer version of the game is the same refusal. It shows before you open the level

Settings or statistics from a newer version

In this case the game runs on defaults. Until it is closed it saves nothing of its own, and the newer files stay untouched. This is anonymous mode, Settings. With --suppress-game-saves there is no Overwrite data button

A level's statistics from a newer version are not shown. Playing the level overwrites them unless saves are suppressed

Why the game refuses

Every change to the file format gets a new generation number. A build does not read a file from a newer generation, so that it never reads it wrongly

A protected level

Before opening, the game asks for a Password. The password is asked once per session and kept in memory only

Only the content is encrypted: objects, keyframes, themes. The name, the cover and the media stay readable, so the card shows without the password

Deleting a protected level needs no password

Caution

A forgotten password cannot be recovered. No key is kept anywhere - not in the game, not in the file, not by the developers

An archive is refused

Message	Cause
`this build cannot read that archive format yet`	a `.7z`. Re-pack it as a `.zip`
`wrong password`	the password does not match
`the file is damaged`	the archive is broken, ask for it again
`not a level archive`	the file is not a level archive at all

A renamed archive is not a problem: the game reads the format from the file's bytes. Which archives are accepted - Playing levels