Install and setup issues in some regions — known issues and how to report

Players in some regions, mainly China, Hong Kong and Taiwan, have been running into problems around installation and first setup: model downloads that stall, a dictionary prompt that keeps reappearing, and a translation engine that will not start. This note lists what we know, what you can do right now, and how to send us a report so we can fix the right thing.

Known issues and what to do now

• Model download is slow or stops — Downloads try several sources in turn, including ModelScope, and some connections in the region are slow. If a download stops, press Download again: it resumes from where it stopped rather than starting over. Keep the app open while it runs. It can take a long time, but it does arrive.
• Tapping a word shows "LLM engine required" — The translation model that ships with Playto (Hy-MT2) translates only; word meanings need the larger model (Qwen or Gemma), which downloads in the background after setup. Until that download finishes, this prompt appears every time. Open Settings → Engine to see whether it is still downloading. This is our design problem, not your machine, and we are reworking it.
• The translation engine fails to start or closes immediately — First use Steam's "Verify integrity of game files" on Playto. If it still fails, run Self-diagnosis in the app and then send a report from Contact us; the report includes the engine log we need.
• Text is not read on Windows 10 — Playto uses the Windows 11 OCR engine when available. On Windows 10 it falls back to the standard Windows OCR, which is less accurate on stylized fonts. Windows 11 is recommended.
• Traditional Chinese came out as Simplified — This was fixed in an earlier update. If you still see it, tell us which game and language pair.

If it still does not work

Please write to us. You can write in Chinese, English or Japanese.

• Contact us in the app — the fastest route; it attaches the error report automatically.
• Discord or this Steam thread — tell us what you did, what you expected, and what you saw. A screenshot helps.

Help us debug

If you have a few minutes, run Self-diagnosis in the app and send the result with your report, and tell us your Windows version and graphics card. That is what lets us tell a download problem from a startup problem, and fix the right one.

If something still feels off, tell us through Contact us in the app, Discord, or this Steam thread.
If Playto is part of your gaming, a short review helps other language learners find it — and we read every one.