test content
  • Games
  • Social
  • Arc News
  • Support
  • Zen
What is the Arc Client?
Install Arc
Forums > Home› Support› PC, Network, and Other Technical Issues› Windows and General: PC, Network, and Other Technical Issues

More gameclient problems

dafydd68dafydd68 Member Posts: 16 Arc User
in Windows and General: PC, Network, and Other Technical Issues
After hitting Engage (on my new PC), i get a black screen with rotating blue circle cursor, until windows tells me the program has stopped responding.

I have tried verifying, safe mode, forcing DX11, deactivating both active protection and firewall, running the program directly as an administrator, reinstalling from scratch...what have I missed?

The game runs fine on both my wife's PC and my laptop (so I know the network is fine), and other games (like Elite Dangerous) work fine on this PC. Just can't get STO to work.

Is this simply a forum for users or do Devs read this too? Should I just send in a ticket? I assume the problem will require some interactivity!

Comments

  • dafydd68dafydd68 Member Posts: 16 Arc User
    Microsoft Windows [Version 10.0.19042.804]
    (c) 2020 Microsoft Corporation. All rights reserved.

    C:\Users\D_bal>tracert patchserver.crypticstudios.com

    Tracing route to patchserver.crypticstudios.com [208.95.184.200]
    over a maximum of 30 hops:

    1 13 ms <1 ms <1 ms SAGEMCOM [192.168.1.1]
    2 * * * Request timed out.
    3 9 ms 9 ms 9 ms 096-034-110-104.biz.spectrum.com [96.34.110.104]
    4 13 ms 12 ms 14 ms 096-034-105-074.biz.spectrum.com [96.34.105.74]
    5 18 ms 20 ms 19 ms dtr01rsbgor-tge-0-1-0-0.rsbg.or.charter.com [96.34.106.38]
    6 23 ms 22 ms 22 ms 096-034-108-182.biz.spectrum.com [96.34.108.182]
    7 50 ms 53 ms 54 ms bbr02snjsca-bue-3.snjs.ca.charter.com [96.34.2.148]
    8 58 ms 59 ms 57 ms bbr01rvsdca-bue-8.rvsd.ca.charter.com [96.34.0.177]
    9 65 ms 63 ms 63 ms prr01dllstx-tge-0-0-0-2.dlls.tx.charter.com [96.34.3.99]
    10 70 ms 64 ms 65 ms prr01lsanca-tge-0-0-0-16.lsan.ca.charter.com [96.34.156.37]
    11 60 ms 60 ms 60 ms 128.177.68.30
    12 64 ms 64 ms 64 ms po110.bs-a.sech-lax.netarch.akamai.com [23.57.96.243]
    13 60 ms 60 ms 61 ms a72-52-1-189.deploy.static.akamaitechnologies.com [72.52.1.189]
    14 63 ms 64 ms 64 ms ae120.access-a.sech-lax.netarch.akamai.com [23.57.96.249]
    15 63 ms 62 ms 61 ms 93.191.172.132
    16 132 ms 131 ms 132 ms a209-200-186-212.deploy.static.akamaitechnologies.com [209.200.186.212]
    17 141 ms 138 ms 140 ms 198.49.243.237
    18 135 ms 137 ms 134 ms patchserver.crypticstudios.com [208.95.184.200]

    Trace complete.

    C:\Users\D_bal>
  • dafydd68dafydd68 Member Posts: 16 Arc User
    After several attempts, the program kept hanging at different points:


    contacting nettest server..
    Local IP: 35.132.172.250
    Ping: 125.4 msec
    Port: 80: 771 KB/sec 33 KB/sec 815 KB/sec 500
    Port: 80: 611 KB/sec 19 KB/sec 646 KB/sec 500
    Port: 443: 542 KB/sec 19 KB/sec 574 KB/sec 500
    Port: 443: 581 KB/sec 21 KB/sec 614 KB/sec 500
    Port: 7255: 595 KB/sec 21 KB/sec 628 KB/sec 500
    Port: 7255: 558 KB/sec 18 KB/sec 589 KB/sec 500
    Port: 7003: 567 KB/sec 19 KB/sec 598 KB/sec 500
    Port: 7003: 541 KB/sec 17 KB/sec 570 KB/sec 500
    Port: 7202: 581 KB/sec 21 KB/sec 613 KB/sec 500
    Port: 7202: 596 KB/sec 20 KB/sec 629 KB/sec 500
    Port: 7499: 636 KB/sec 22 KB/sec 670 KB/sec 500
    Port: 7499: 632 KB/sec 23 KB/sec 670 KB/sec 500
    Port: 80: 574 KB/sec 17 KB/sec 605 KB/sec 500
    Idle NIC bandwidth Send: 1 KB/sec Recv: 1 KB/sec
    hit return to exit
  • dafydd68dafydd68 Member Posts: 16 Arc User
    Microsoft Windows [Version 10.0.19042.804]
    (c) 2020 Microsoft Corporation. All rights reserved.

    C:\Users\D_bal>pathping patchserver.crypticstudios.com

    Tracing route to patchserver.crypticstudios.com [208.95.184.200]
    over a maximum of 30 hops:
    0 Dafydd-PC-2021.home [192.168.1.159]
    1 SAGEMCOM [192.168.1.1]
    2 * * *
    Computing statistics for 25 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 Dafydd-PC-2021.home [192.168.1.159]
    0/ 100 = 0% |
    1 0ms 0/ 100 = 0% 0/ 100 = 0% SAGEMCOM [192.168.1.1]

    Trace complete.

    C:\Users\D_bal>
  • kaithan1975kaithan1975 Member Posts: 947 Arc User
    If the game works fine on your laptop and your wife's PC, obviously there's a problem with your new PC.
  • dafydd68dafydd68 Member Posts: 16 Arc User
    I agree - but I can't figure out what - do you have any idea what the tests how? I have a hunch that the last one might be a clue.
  • dafydd68dafydd68 Member Posts: 16 Arc User
    From the security and maintenance control panel - one instance of the crashes.

    Description
    A problem caused this program to stop interacting with Windows.
    Faulting Application Path: C:\Program Files (x86)\Star Trek Online_en\Star Trek Online\Live\x64\GameClient.exe

    Problem signature
    Problem Event Name: AppHangB1
    Application Name: GameClient.exe
    Application Version: 0.0.0.0
    Application Timestamp: 602d791f
    Hang Signature: 8dd0
    Hang Type: 134218241
    OS Version: 10.0.19042.2.0.0.768.101
    Locale ID: 1033
    Additional Hang Signature 1: 8dd082124e4320ab24eedbdc1602d2f0
    Additional Hang Signature 2: a479
    Additional Hang Signature 3: a4799a61eb5ee5fc712fb2b19b56dcfa
    Additional Hang Signature 4: 8dd0
    Additional Hang Signature 5: 8dd082124e4320ab24eedbdc1602d2f0
    Additional Hang Signature 6: a479
    Additional Hang Signature 7: a4799a61eb5ee5fc712fb2b19b56dcfa
  • dafydd68dafydd68 Member Posts: 16 Arc User
    C:\Users\D_bal>systeminfo

    Host Name: DAFYDD-PC-2021
    OS Name: Microsoft Windows 10 Home
    OS Version: 10.0.19042 N/A Build 19042
    OS Manufacturer: Microsoft Corporation
    OS Configuration: Standalone Workstation
    OS Build Type: Multiprocessor Free
    Registered Owner: D_balston@outlook.com
    Registered Organization: N/A
    Product ID: 00325-82069-79453-AAOEM
    Original Install Date: 2/22/2021, 3:24:42 PM
    System Boot Time: 2/23/2021, 11:57:56 AM
    System Manufacturer: Dell Inc.
    System Model: G5 5000
    System Type: x64-based PC
    Processor(s): 1 Processor(s) Installed.
    [01]: Intel64 Family 6 Model 165 Stepping 3 GenuineIntel ~2904 Mhz
    BIOS Version: Dell Inc. 1.1.0, 11/3/2020
    Windows Directory: C:\Windows
    System Directory: C:\Windows\system32
    Boot Device: \Device\HarddiskVolume7
    System Locale: en-us;English (United States)
    Input Locale: en-us;English (United States)
    Time Zone: (UTC-08:00) Pacific Time (US & Canada)
    Total Physical Memory: 16,159 MB
    Available Physical Memory: 7,747 MB
    Virtual Memory: Max Size: 19,103 MB
    Virtual Memory: Available: 5,815 MB
    Virtual Memory: In Use: 13,288 MB
    Page File Location(s): C:\pagefile.sys
    Domain: WORKGROUP
    Logon Server: \\DAFYDD-PC-2021
    Hotfix(s): 10 Hotfix(s) Installed.
    [01]: KB4601050
    [02]: KB4534170
    [03]: KB4537759
    [04]: KB4545706
    [05]: KB4562830
    [06]: KB4577586
    [07]: KB4580325
    [08]: KB4593175
    [09]: KB4598481
    [10]: KB4601319
    Network Card(s): 3 NIC(s) Installed.
    [01]: Killer E2600 Gigabit Ethernet Controller
    Connection Name: Ethernet
    DHCP Enabled: Yes
    DHCP Server: 192.168.1.1
    IP address(es)
    [01]: 192.168.1.4
    [02]: fe80::786a:17fd:3164:800c
    [03]: 2600:6c55:507f:ed8b:f80e:cbb:e976:e541
    [04]: 2600:6c55:507f:ed8b:786a:17fd:3164:800c
    [05]: 2600:6c55:507f:ed8b:0:dfe1:5113:e135
    [02]: Killer(R) Wi-Fi 6 AX1650i 160MHz Wireless Network Adapter (201NGW)
    Connection Name: Wi-Fi
    Status: Media disconnected
    [03]: Bluetooth Device (Personal Area Network)
    Connection Name: Bluetooth Network Connection
    Status: Media disconnected
    Hyper-V Requirements: VM Monitor Mode Extensions: Yes
    Virtualization Enabled In Firmware: Yes
    Second Level Address Translation: Yes
    Data Execution Prevention Available: Yes
  • dafydd68dafydd68 Member Posts: 16 Arc User
    OK - so I have figured it is the graphics card - disable it and the game loads, but performance is poor. Anyone else have problems with a Geforce GTX 1660 Ti?
  • dafydd68dafydd68 Member Posts: 16 Arc User
    After much uninstalling, antivirus, backup software, malwarebytes, game and windows...in that order. I figure it must have been something in the Windows version that was packaged with the DELL I got.

    Nothing made any difference until after a clean reinstall of Windows 10. Either the version I got was missing something or it had something that was interfering.

    Either way, all is good now.
  • leemwatsonleemwatson Member Posts: 5,342 Arc User
    dafydd68 wrote: »
    After much uninstalling, antivirus, backup software, malwarebytes, game and windows...in that order. I figure it must have been something in the Windows version that was packaged with the DELL I got.

    Nothing made any difference until after a clean reinstall of Windows 10. Either the version I got was missing something or it had something that was interfering.

    Either way, all is good now.

    As I was reading it, it looked like a bad driver to me, but you've already done the nuclear option. :lol:

    Would've been easier to run dxdiag and then checked 'installed devices' in System first. The reinstall searched for the correct drivers that were bad/missing.
    "You don't want to patrol!? You don't want to escort!? You don't want to defend the Federation's Starbases!? Then why are you flying my Starships!? If you were a Klingon you'd be killed on the spot, but lucky for you.....you WERE in Starfleet. Let's see how New Zealand Penal Colony suits you." Adm A. Necheyev.
  • kaithan1975kaithan1975 Member Posts: 947 Arc User
    dafydd68 wrote: »
    After much uninstalling, antivirus, backup software, malwarebytes, game and windows...in that order. I figure it must have been something in the Windows version that was packaged with the DELL I got.

    Nothing made any difference until after a clean reinstall of Windows 10. Either the version I got was missing something or it had something that was interfering.

    Either way, all is good now.

    Once upon a time it was "Dude, you're getting a Dell!" Now it's "Dude, you got a Dell? LOL!"
  • jcswwjcsww Member Posts: 6,789 Arc User
    Bad drivers have been common lately. For me, the latest AMD Chipset drivers for the X570 platform make my system very unstable where the previous version of the drivers are solid. The current Adrenaline drivers are also a mess for me, breaking HDMI audio among other things. 20H2 for a bunch of clients of mine has also been a problem that was easily solved with a reinstall of the fully up to date version of the Windows 10 Installation media. I'm glad you got it all sorted though.
    Te4YUZG
    The Captain_Zero Is Pure Awesomeness Thread
    Ten Forward Battle Brigades OG Thread / New-Old Ten Forward Battle Brigades Thread
    Join the TenForwardForum in-game chat channel. / Test Server Character Copy Page
  • bighammie#1781 bighammie
    bighammie#1781
         Member Posts: 1 New User
    Hey everyone! I've got a new account, a day or so old, so I cannot make a new post, i cannot seem to recover my old one. I have been having trouble accessing Star Trek Online through my account or a Facebook account link. Any reason why? I also cannot access the arc launcher from my desktop
  • kamagirakamagira Member Posts: 4 Arc User
    dafydd68 wrote: »
    After much uninstalling, antivirus, backup software, malwarebytes, game and windows...in that order. I figure it must have been something in the Windows version that was packaged with the DELL I got.

    Nothing made any difference until after a clean reinstall of Windows 10. Either the version I got was missing something or it had something that was interfering.

    Either way, all is good now.
    happy for you!! , i have account guard problem on my brand-new Dell ,
    the only device in the house i have arc on , installed ,
    for some bizarre reason , it doesn't store this laptop , also sends multiple codes within a second to me Gmail !
    and then when i log in finally to de activate account defender, it locked me out anew with error code , submitted ticket ,
    left unreplied ,sigh..
    logged in after 24 hrs same problem ,
    managed to enter right code from the multiple codes sent .. again with 1 click , account defender still on de-activated , But some how this dell still stays locked into account guard mode..

    i see its a new laptop problem quite possible a Dell issue ?
    anyone else with this specific error coming up >?
Sign In or Register to comment.