Fatal error

colourlesskai · May 2017

This is getting a bit ridiculous. Why can't the problem be found out? It's been almost a week....

beckylunatic · May 2017

Customer service are really only helpful when you have issues involving purchases or accidentally discarding an item, and a few other issues where they have been provided a detailed script for addressing it. Random gameplay issues are utterly out of their depth.

They have minimal knowledge of the games they provide support for, and can basically only help you with things that are covered in their procedures documentation. The more recent a bug, the less likely they are to know anything about it, but they'll try to give you the closest answer that's actually in their script.

Mostly, it makes them look foolish and uncaring.

Unknown · May 2017

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bitt3rnightmar3 · May 2017

beckylunatic said:
Customer service are really only helpful when you have issues involving purchases or accidentally discarding an item, and a few other issues where they have been provided a detailed script for addressing it. Random gameplay issues are utterly out of their depth.

They have minimal knowledge of the games they provide support for, and can basically only help you with things that are covered in their procedures documentation. The more recent a bug, the less likely they are to know anything about it, but they'll try to give you the closest answer that's actually in their script.

Mostly, it makes them look foolish and uncaring.

I just wish people would be honest with me about it though. The waiting and hoping is really tiresome.

@nitocris83 @terramak @mimicking#6533

Directly I just want to know :

1- can it be fixed?

2- If it can and it's a honest to goodness bug why isn't that being communicated to Customer Service?

3- I hear repeatedly that we're intended to report such errors to customer service. Is this not what customer service is intended to do?

I don't blame the Developers for this. They have a job to do and it's not dealing with the players directly. That's what customer service should be for. The Developers should be actively fixing things and focused on that.

I don't like being lied to or jerked around any more than the next person and perhaps my tolerance for that is waning

Their minimum system requirements are still met by my computer. I'd really wish they would update them if they aren't going to support a system and be upfront with people about it. It's wasting everyone's time to not know and their money if they try to buy a different system to play the game if the minimum requirements are not accurate.

kreatyve · May 2017

General reminder, copy pasting private correspondence, such as Customer Support responses, is forbidden on these forums.

terramak · May 2017

The frustration is quite reasonable. We're still investigating, but I understand that's not really comforting.

We expect that we'll be able to fix it once we can get a handle on it. I believe we're continuing to investigate the angle of this primarily being an issue with how our game interacts with Intel integrated graphics hardware, but haven't yet identified where it's broken. I wish I had more info that I could give, but I don't have any breaking news.

Unknown · May 2017

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callumf · May 2017

All of my tests on the fatal error crash lead me to believe that something is causing the GPU to overheat. My computer fans go into overdrive if I try and move etc and then the game crashes. Not massively helpful but I wanted to share

Unknown · May 2017

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bitt3rnightmar3 · May 2017

(Actual Footage of my computer trying to run this game after mod 11.b)

Unknown · May 2017

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Unknown · May 2017

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bitt3rnightmar3 · May 2017

ixanatar said:
Crashing at about 30-50% frequency per attempted zone change. This feels like an uptick.

I can actually do stuff in SoMI, but pretty much nowhere else; not sure why yet. Can't even ride a mount anywhere but SoMI without crashing within a few seconds.

Posted this elsewhere, but I spent hours messing around with my computer today; most was already optimized, but I even updated the BiOS in an attempt to secure stable gameplay again. No dice.

In contrast, standing around fires doesn't feel like it's crashing me anymore.

If you have time try getting on preview server and crashing yourself there. For me at least, whatever they updated makes everything much much worse. I hope their 'fixing' doesn't make the game as impossible as it is for me on preview right now.

dropbears · May 2017

I'm having the same issues, and I've only just returned to the game after several years. I found opening it in Safe Mode and from there setting the graphics settings would let me play and for a week or so it was good enough. I'd get the occasional crash, and that was generally just loading between maps but could get up to two hours or so without it being a problem.

I have an AMD 9200 (I think) type of card (not a big one on remembering all the details!), have Windows 10, and have DirectX 12 installed, although I note it only offers DirectX 11 support in the graphics options.

It gives me two options to choose for DirectX 11 support in game, and the second one seemed to give me better stability (until last night).

Any ideas what it may be (considering I've read through the thread here, as well) and if I may be looking in the wrong places?

Cheers, because I've enjoyed coming back to the game for some casual fun and would like to keep going.

(EDIT: It's happening just standing around in the corner of a stronghold with no one else around, now. And yep, despite the game having issues I've still managed to find a nice little guild to join to show I'm interested in maintaining a presence in the game.

)

dandeloreon · May 2017

colourlesskai#7410 said:
This is getting a bit ridiculous. Why can't the problem be found out? It's been almost a week....

I read the posts, and honestly I am not surprised this bug report is taking a lot of time to resolve. The developers literally have almost no information to go on because critical information has not been posted. Just as an idea of some of the Questions that need answered, you need to answer the following questions...

Graphics Card Vendor and Model - This may not sound like a lot, but it gives a general idea as to what the system is using. This can be found in dxdiag, or simply by looking at a third party tool like gpu-z (see: https://www.techpowerup.com/gpuz/ ).
Graphics Card Driver version - Older graphics card drivers can have serious bugs that lead to crashing.
Operating System - Windows itself has a lot of different versions and editions, so simply having the windows version and build number should help.
CPU Vendor and Model.
Is multi-core rendering Enabled? If yes, try disabling it and restarting the game.

bitt3rnightmar3 · May 2017

@dandeloreon I agree with your sentiment on the matter. I've been giving the devs every ounce of information I can come up with about what the problem is and steps I took to run into/reproduce the errors as well as having filed a ticket from CS. I also would encourage people to do the same but understand that some people at this point after 12 days of waiting have found something else to do with their lives. I have alot of time invested in the game as well as enjoy it so I'm still here waiting and hoping and even I have decided that I'm going to have to replace my system because the wait isn't fun and is putting me further behind in this grind intensive game.

dropbears · May 2017

I'll have a dig and see if I can find some of this information then. I'm no techie, but I'll put out what I can find. I plead ignorance if I post anything that's not relevant, though!

Windows 10 Pro 64-bit, build 14393.
System model MS-7924
Intel Core i5-4690, CPU @ 3.50GHz (4 CPUs), ~3.5GHz
32g RAM
Page file 5653MB, 59818MB available.
DirectX 12.
AMD Radeon R9 200 Series
Direct Draw, Direct3D and AGP Texture all enabled (No idea what half of that means)
...and running two monitors, one at 2560x1440, the other at 1920, 1080.
I also notice that I know I am about to have a crash if I hear the sound crackling, if that means anything.

If this helps the devs, awesome. If anyone can pick out an error amongst these numbers, then even better and let me know what I can do, if there's anything this end.

They'll work it out. I think I just picked the wrong fortnight to come back to the game.

EDIT: The graphics card drivers are up to date.
EDIT AGAIN: When I load it through the safe mode option, I find I can choose auto directx, or one of two directx 11 options only. The second of these proved to be stable, until last night and today. Am I meant to have directx 11 even though the latest is 12, or should it still work with the newer version?

callumf · May 2017

How the blazes does one start in Safe Mode and get the above choices? I cant figure that out even! I tick the Safe Mode box and exit full screen but no direct x choices? HELP!

dandeloreon · May 2017

dropbears#2552 said:
I'll have a dig and see if I can find some of this information then. I'm no techie, but I'll put out what I can find. I plead ignorance if I post anything that's not relevant, though!

[... Trimmed ..]

Thank you for posting this information, and this does give this the developer an idea as to where to start looking. The only other Idea I have is to gather more information on the graphics card. I know that AMD includes a utility that makes it easy to find out about the current hardware and software, and the utility is fairly straight forward to use.

Right click on the desktop.
The list of options at this point should include "AMD Radeon Settings", click this option.
On the Main page of the "AMD Radeon Settings" utility click on the "System" tab.
The current tab under the "System" should be the "Overview" tab. This tab should contain some extra information that can help the developers. At this point click the "Copy All" button on the upper right.
post this information in the forum. For example, My current system says the following...
Radeon Software Version - 17.4.3
Radeon Software Edition - Crimson ReLive
Graphics Chipset - AMD Radeon (TM) R9 Fury Series
Memory Size - 4096 MB
Memory Type - High Bandwidth Memory (HBM)
Core Clock - 1050 MHz
Windows Version - Windows 10 (64 bit)
System Memory - 16 GB
CPU Type - AMD FX-8320E Eight-Core Processor

Also as a quick note, I am not effected by the crashing/driver hung bugs, but I do know that my driver is a little out of date, and was released in april.

bitt3rnightmar3 said:
@dandeloreon I agree with your sentiment on the matter. I've been giving the devs every ounce of information I can come up with about what the problem is and steps I took to run into/reproduce the errors as well as having filed a ticket from CS. I also would encourage people to do the same but understand that some people at this point after 12 days of waiting have found something else to do with their lives. I have alot of time invested in the game as well as enjoy it so I'm still here waiting and hoping and even I have decided that I'm going to have to replace my system because the wait isn't fun and is putting me further behind in this grind intensive game.

I understand, and I know that Cryptic has a lot of information to go throught be able to identify the true source of the bug. Anyways, I was wondering, did you update your driver in the past two weeks? I believe this might be an issue with the newer AMD Graphics card driver.

Unknown · May 2017

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bitt3rnightmar3 · May 2017

dandeloreon said:

I understand, and I know that Cryptic has a lot of information to go throught be able to identify the true source of the bug. Anyways, I was wondering, did you update your driver in the past two weeks? I believe this might be an issue with the newer AMD Graphics card driver.

I updated my driver manually after it was suggested it might be a problem. I am using intel HD integrated graphics. I crashed with my original driver that I had been using and had no issues before and I'm still crashing with the updated driver, even in safe mode. Nothing has changed. I'm still crashing 100% of the time if I try to move anywhere in game or immediately upon loading certain maps. I've been lucky enough to log in long enough to collect my VIP keys before crashing so far but my VIP only has 3 more days. After that I won't have a reason to log in except to not be kicked out of the guild I'm in until they fix it or I save up enough to buy a different system that has a better chance of running it.

callumf · May 2017

Can someone please tell me how to get into this legendary "safe mode" - I have tried ticking the box and saving and restarting but I get no prompts or whatever. Please any help appreciated

bitt3rnightmar3 · May 2017

callumf#9018 said:
Can someone please tell me how to get into this legendary "safe mode" - I have tried ticking the box and saving and restarting but I get no prompts or whatever. Please any help appreciated

If you're clicking that prompt before you're signing in you should be starting in Safe Mode. There isn't another prompt unless your character has a bad map transfer and then it will ask you to enter the map in Safe Mode/Normal.

callumf · May 2017

Thanks but what I mean is i get no indication I am in safe mode at all.

Anyhow some further testing leads me to believe that computers which take a LONG time to load the game ALSO now suffer from the FATAL ERROR crash. Not sure that helps but could it be a problem loading the graphics into integrated intel video cards before the game starts?

bitt3rnightmar3 · May 2017

@nitocris83

Any news on a possible fix for this? It will be 2 weeks tomorrow since many people affected by this would have been able to play, myself included.

Unknown · May 2017

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redsea1000 · May 2017

So here we are again, used to be getting through a dungeon alive was a problem, now getting through a dungeon without crashing must be the new challenge. Not my computer, not my graphic cards running in crossfire, its the game. Whats odd is some days are better than others, but still crash on the good days.

Specs:
Windows 10/64
MB Rampage Extreme
Ram 64 Gigs
HD 10 TBS
Graphics watercooled by EK waterblocks on an independent radiator: 2 290x cu2 in crossfire
processor 4790 watercooled by corsair independent
power supply 1600 watt:

Its a mean system, that being said, fix the friggin game!!!

redsea1000 · May 2017

Also, why should I have to play in safemode, make adjustments to lower game settings when its your problem? Fix the game!!

Unknown · May 2017

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epiccrit · May 2017

------------------
System Information
------------------
Time of this report: 5/16/2017, 06:17:24
Machine name: *****-PC
Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_ldr.170427-1518)
Language: English (Regional Setting: English)
System Manufacturer: Acer
System Model: Aspire 5733Z
BIOS: InsydeH2O Version V1.07
Processor: Intel(R) Pentium(R) CPU P6200 @ 2.13GHz (2 CPUs), ~2.1GHz
Memory: 4096MB RAM
Available OS Memory: 3766MB RAM
Page File: 1171MB used, 6360MB available
Windows Dir: C:\Windows
DirectX Version: DirectX 11
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
DxDiag Version: 6.01.7601.17514 64bit Unicode

------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Sound Tab 1: No problems found.
Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)

---------------
Display Devices
---------------
Card name: Intel(R) HD Graphics
Manufacturer: Intel Corporation
Chip type: Intel(R) HD Graphics (Pentium)
DAC type: Internal
Device Key: Enum\PCI\VEN_8086&DEV_0046&SUBSYS_06011025&REV_02
Display Memory: 1755 MB
Dedicated Memory: 128 MB
Shared Memory: 1627 MB
Current Mode: 1280 x 768 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Model: unknown
Monitor Id: AUO26EC
Native Mode: 1366 x 768(p) (60.014Hz)
Output Type: Internal
Driver Name: igdumd64.dll,igd10umd64.dll,igdumdx32,igd10umd32
Driver File Version: 8.15.0010.2993 (English)
Driver Version: 8.15.10.2993
DDI Version: 10
Driver Model: WDDM 1.1
Driver Attributes: Final Retail
Driver Date/Size: 2/19/2013 14:44:10, 8314368 bytes
WHQL Logo'd: Yes
WHQL Date Stamp:
Device Identifier: {D7B78E66-4306-11CF-2478-0B26A2C2C535}
Vendor ID: 0x8086
Device ID: 0x0046
SubSys ID: 0x06011025
Revision ID: 0x0002
Driver Strong Name: oem14.inf:IntelGfx.NTamd64.6.0:iILKM0:8.15.10.2993:pci\ven_8086&dev_0046
Rank Of Driver: 00E62001
Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_B ModeWMV9_C ModeVC1_B ModeVC1_C
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D3D9 Overlay: Supported
DXVA-HD: Supported
DDraw Status: Enabled
D3D Status: Enabled
AGP Status: Enabled

Fatal error

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