Welcome to the guide for Trainz A New Era.

I'll be using the TANE DLC: PRR T1 as an example as I also had problems getting it to download, but played around and got it to work.
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So you purchased a new piece of DLC for TANE on Steam because of a sale or just because you wanted it. Steam even says you own it.

It's even added to your DLC list for TANE checked saying its installed.



But when you launch TANE, the downloader isn't there to download your products you purchased on Steam.





So in this help guide, I'll show you a few ways you can still get the DLC items from Steam (and from the Trainz Store if any) into Trainz A New Era.

(Assuming you had entered your username and password Trainz Settings > Internet tab else it might not work)
This is the first step I always tell people to try first when having trouble getting their DLC into the game. Sometimes it helps and other times it doesn't do anything, but it's worth a try.

1. Close TANE completely until Steam says you aren't in game anymore
2. Launch TANE and go to File > Download Purchased Items.


** The following dialog window should be displayed.



3. Close TANE completely again until Steam says you aren't in game anymore.
4. Launch TANE and click Start Trainz
5. If success, the downloader should appear with the list of items ready for downloading.

Sometimes clearing the cache folder can help, although it's not guaranteed to work, it still can help.
1. Close TANE completely until Steam says you aren't in game anymore.
2. Go to C:\Users\<USERNAME>\AppData\Local\N3V Games\TANE\<TANE FOLDER NAME>
Notes
* <USERNAME> = current user using the computer
* <TANE FOLDER NAME> = the folder TANE is currently using.
* If you have multiple folders in the TANE folder, you'll have to fire up Trainz > Trainz Settings > Install tab and see what folder TANE is using.





3. Once you're in the correct folder, You'll want to enter the cache folder. There you'll find other folders as long as files.




4. You'll want to delete everything in the folder. That's right, everything. The folder should be empty like it is in the screenshot.



5. Launch TANE and Start Trainz. If you get the following message "Unable to authorise this product. Please check your MyTrainz account details (previously Planet Auran) in Launcher > Settings > Internet", you'll have to go to the internet tab and enter the login information.

6.Start Trainz and let Trainz build the database. If everything was successful, you should have the DLC downloader window, ready to download your purchased DLC

The title sounds weird, but since Steam handles the DLC for games using a different system, you can check the DLC using the check boxes. Without future more to go, lets jump in.

1. Close TANE completely until Steam says you aren't in game anymore.
2. Go to your games Library and highlight Trainz A New Era until you can see everything about the game.




3. Scroll until you can see the DLC list for TANE.




4. Locate what DLC you're having problems with showing up in game and un-check it and then re-check it.
5. Launch TANE and then go to File > Download Purchased Items.
6. Close TANE completely again until Steam says you aren't in game anymore.
7. Launch TANE and click Start Trainz
8. If this was successful, the DLC downloader will appear
**More detailed instructions are in "Try #1: Download Purchase Items"

If all the above failed to get you your purchased DLC items, contacting the help desk will be the best option as they'll be able to get you your purchased DLC items.

1. Open the Trainz Help Desk clicking on this link Trainz Help Desk[support.trainzportal.com]
2. Login using the same login info you use for TANE. If you don't log in, you won't be able to send them a ticket.




3. Click on "Troubleshooter & Ticket Submission". You'll have a few categories to choose from. Since this is a DLC issue, you'll want to select "Downloadable Content (DLC)"



4. You'll now be following a few steps. Depending what the answer you choose will depend on the results you'll get. For this, we'll select "My purchased DLC items are not showing up in game" (this is the reason you're reading this guide, right? ;) )



5. The next question is the Trainz programme you're having the issue in. You'll want to select "Trainz: A New Era" as Trainz 12 DLC seems to be purchased from the Trainz Store only (Not sure as I don't own TS12 on Steam!)



6. After selecting the Trainz programme your having the issue, it'll give you a list of steps (already covered in this guide)




7. Scroll all the down until you see the last two choices, which are search the Knowledge Base or Submit a Support Ticket (or it might read as Log in (top left) then Submit a Support Ticket). If your already log in, it'll take you to the window where you can fill in the details of the ticket otherwise you'll have to log into in order to submit a ticket.
8. If you want to submit a ticket, select submit a ticket and click next. The following screen should appear:



**As you fill out the ticket, the Knowledge Base results begin to disappear. The more details, the more they'll help you.

9. Once you fill in the required fields, attached any screenshots (recommended, but not required), and all sounds good, click on the Submit button and they will get back to you in 1-3 days (unless its a weekend in Australia, then it'll be Monday)

I hope this guide helped you or at least gave you an idea of how to get the DLC working. Comment if it helped you, questions, etc.
Have a good day and happy Trainzing!