Needs attention Troubleshooting guide

Discussion in 'Bugs' started by Pantera, Feb 21, 2019.

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  1. Pantera

    Pantera Administrator
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    Contents for trouble shooting topics:

    General startup issues trouble shooting:
    https://empyriononline.com/threads/troubleshooting-guide.98133/#post-322485

    General Windows & PC trouble shooting:
    https://empyriononline.com/threads/troubleshooting-guide.98133/#post-386057

    General GPU trouble shooting:
    https://empyriononline.com/threads/troubleshooting-guide.98133/#post-386058

    A collection of issues that other users have experienced & the solutions that were found for them:
    https://empyriononline.com/threads/troubleshooting-guide.98133/#post-386061
     
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  2. Pantera

    Pantera Administrator
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    If you are having any issues starting the game or crashes take a look at these trouble shooting steps then try to run the game after doing any of the following steps:

    • First prepare a copy of your client log, crashes folder (if there is one generated) & a dxdiag:
    1. Client log location:
      Right click on Empyrion in your steam library > Properties > Local files > Browse local files > Logs

    2. Dedicated server logs ("Dedicated" & "Playfield" logs):
      Empyrion - Dedicated Server\Logs\<build number>

    3. Crashes folder locations:
      C:\Users\<YourUserName>\AppData\LocalLow\Eleon Game Studios\Empyrion - Galactic Survival
      C:\Users\<YourUserName>\AppData\Local\Temp\Eleon Game Studios\Empyrion - Galactic Survival

    4. Create a dxdiag file & attach it with the previous files
    In Windows 7:
    • Click on the "Start" Button.
    • In the Search Box type dxdiag and press <Enter>. The DirectX Diagnostic Tool pop-up window should appear.
    • Click on “Save all Information.”
    • Save the information to your Desktop, keep the file name as is.
    In Windows 8, Windows 10:
    • Press the [Windows]+[R] keys on your keyboard to bring up the Run command.
    • In the "Run" command box, type in dxdiag and press <Enter>. The DirectX Diagnostic Tool pop-up window should appear.
    • Click on "Save all Information." Save the information to your Desktop, keep the file name as is.
    Now all of these have been copied & compressed if none of the below steps help out please attach all the files to an email & send them to [email protected] & give a brief description for your issue.

    Thank you.

    ====
    • Verify the games files with steams verify files option:
    1. Right click on Empyrion in your steam library & select properties.
    2. Click on the local files tab & choose the 'Verify integrity of local game files' option.
    3. Let the steam client run it's check & if there is any files to download it will do so automatically
    4. Once this is done try to start the game again from the steam library or by using the 'EmpyrionLauncher.exe' from the Empyrion root folder which can be found by right clicking on Empyrion in your steam library > Properties > Local files > Browse local files

    ====
    • Some Anti virus programs have been reported to block the game and prevent it from starting (Commonly reported with: Avast, AVG, Kaspersky, Windows defender, ).
      This is false positive and the solution is to add the 'Empyrion Galactic Survival' folder as a exception or to the white list in your anti virus program or also try disabling the anti virus software entirely then if that doesn't help try uninstalling the AV software & restarting your PC.

    • Any users using "Comodo AV" please note the game can get put onto a virtual drive:
      http://forums.comodo.com/install-setup-configuration-help-cis-b137.0/-t111787.0.html
    1. Move the game away from the virtual drive "C:\VTRoot" then from the Main GUI select:
      Tasks > Sandbox Tasks and click on "Reset Sandbox". This will automatically delete the VTroot folder.
    2. Disable Auto-Sandbox: Open the main GUI and select Tasks > Advanced Tasks > Advanced settings > Security Settings> Defense +> Sandbox.
    ====

    • Completely uninstall Empyrion & then reinstall after doing the following steps
    1. Right click on Empyrion in your steam library > Properties > Local files > Browse local files > Saves
      Make a backup copy of any saves & blueprints you have in another folder away from steam or place them on another drive.
      Also if you have any custom scenarios, playfields or configs etc you will want to back them up & also move them away from from the root Empyrion installation folder which are all found in the "Contents" folder.
    2. Select Empyrion in your steam library & select the uninstall option & when that is completed delete the "Empyrion - Galactic Survival" folder in your Steam\steamapps\common folder
    3. Delete these folders called "Eleon Game Studios" in these locations if they are found there:
      C:\Users\<YourUserName>\AppData\Local\Temp\Eleon Game Studios
      C:\Users\<YourUserName>\AppData\LocalLow\Eleon Game Studios
    4. Restart your PC
    5. Reinstall Empyrion in your steam library select Empyrion & select install & wait for it to finish downloading. When the download is complete:
      Right click on Empyrion in your steam library > Properties > Local files > Browse local files
      & place your saves, blueprints, custom scenarios etc back.

    ====
    • In A12 some players have reported a startup issue with this message that can be seen in the client log:
      "DllNotFoundException: SQLite.Interop.dll" or "Failed to load SQLite.Interop.dll"

      Please install the latest "VC Redistributable" package, provided by Microsoft here: https://aka.ms/vs/16/release/vc_redist.x64.exe
    or https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads (click on the below image to enlarge)
    ms.jpg
    ====
    • In the most recent release there is a issue for some players with starting the game caused by texture streaming please follow these steps to see if they help resolve the issue:
    In the Empyrion root folder which can be found by right clicking on Empyrion in your steam library > Properties > Local files > Browse local files look for 'Empyrion.props' & open it with notepad++ or notepad & remove the # & return space before the parameter for example:

    Code:
    # DisableTextureStreaming = true
    
    DisableTextureStreaming = true
    
    then save the file & try starting the game again.

    If there is still a crash at this point:
    1. Create a copy of the logs folder that is generated for the build you are on found by right clicking on Empyrion in your steam library > Properties > Local files > Browse local files > Logs then make a copy of the folder which is named by the build number f.ex 2785 (which is the current public build as of typing this) & compress it.

    2. Then look for the crashes folder & also create a copy of the folder:

      C:\Users\<YourUserName>\AppData\LocalLow\Eleon Game Studios\Empyrion - Galactic Survival

    3. Export the registry entry & send us the .reg file. Go here in the windows registry editor:
      Computer\HKEY_CURRENT_USER\Software\Eleon Game Studios
      & then right-click on "Empyrion - Galactic Survival" and select Export then save to desktop.

    4. Create a dxdiag file & attach it with the previous files:
      In Windows 7:
    • Click on the "Start" Button.
    • In the Search Box type dxdiag and press <Enter>. The DirectX Diagnostic Tool pop-up window should appear.
    • Click on “Save all Information.”
    • Save the information to your Desktop, keep the file name as is.
    In Windows 8, Windows 10:
    • Press the [Windows]+[R] keys on your keyboard to bring up the Run command.
    • In the "Run" command box, type in dxdiag and press <Enter>. The DirectX Diagnostic Tool pop-up window should appear.
    • Click on "Save all Information."
    • Save the information to your Desktop, keep the file name as is.
    5. Attach the client log, crashes folder, .reg file & dxdiag to a email & send them to [email protected] & give a brief description for your issue.​

    ====
    • Disable Full Screen Exclusive mode via windows registry if you are experiencing any startup issues
    Open registry editor in windows & navigate to here: Computer\HKEY_CURRENT_USER\Software\Eleon Game Studios\Empyrion - Galactic Survival

    Then for the parameter called 'OptionFullscreenMode_h1850645978' double click on it & with the 'Base' set to hexadecimal set the 'Value data' to 1 for Full Screen Windowed, select ok then try to start the game again:

    registry.png

    The following numbers in 'Value data' change the window mode:
    3 = Windowed mode
    1 = Full Screen Windowed
    0 = Full Screen Exclusive mode

    Note: Windows 8.1 users can experience a crash on startup when 'Full Screen Exclusive mode' is setup in the video options.

    ====
    • Try launching the game directly from the Empyrion root folder:
    1. Right click on Empyrion in your steam library > Properties > Local files > Browse local files
    2. Find EmpyrionLauncher.exe & double clicking on it to start the game
    3. If that doesn't work you may also try:
    4. Steam\steamapps\common\Empyrion - Galactic Survival\Client & try to start the game by double clicking on Empyrion.exe.
    ====
    • Try clearing steam download cache:
    1. In the steam client click in the top left of the client on 'Steam'
    2. Select settings then select downloads.
    3. Now click on the 'Clear Download cache' option.
    4. Restart steam & try again
    ====
    • Try moving the game to another drive if you have one.
    1. Right click on Empyrion in your steam library > Properties > Local files > Browse local files
    2. Go back so you end up in the steam 'Common' folder 'Steam\steamapps\common'
    3. 'Cut' or 'Copy' the Empyrion game folder to another drive & use the EmpyrionLauncher.exe found in the root Empyrion folder to try start the game.
    Or if you would like to try running through steam but on another drive without having to redownload the entire game:
    1. Right click on Empyrion in your steam library > Properties > Local files > Browse local files
    2. Press Alt+Up arrow to go up one level so you end up in the steam 'Common' folder 'Steam\steamapps\common'
    3. 'Cut' the Empyrion folder to another location on the same drive or another away your current Steam common folder then choose in the steam library to uninstall Empyrion.
    4. Back in the Steam client click on 'Steam' in the top left of the steam client & then choose settings > downloads & click on the box under 'Content libraries' then select to 'create another content library' & choose a different drive.
    5. When that is done go to this new location you just created & click on the file called 'steamapps' & make a new folder inside this & name it 'common' without ' '.
    6. Now place the previously cut Empyrion folder into the 'common' folder you just made & in the steam library choose to reinstall & let steam start trying to install. At this point steam should find Empyrion, discover it's files are already there & validate the files.
    7. When steam has finished it's validating try to start the game again

    ====
    • Issues with EAC at startup ?
    • Try running the EAC 'Repair Service' option:
    1. Go to your Empyrion root folder found by right clicking on Empyrion in your steam library > Properties > Local files > Browse local files
    2. Navigate to the EAC folder: Empyrion - Galactic Survival\Client\EasyAntiCheat
    3. Double click on 'EasyAntiCheat_Setup' & when it starts make sure 'Empyrion - galactic Survival' is selected from the drop down list
    4. Click on 'Repair Service' option & let EAC run the repair service
    • If you see a message like this when trying to launch the game
      "Easy Anti-Cheat Game Security Violation Detected (#00000011)"
    1. This is commonly caused by antivirus programs or software that is for controlling RGB lighting in your PC.
    2. Try uninstalling the any anti virus you have installed (Avast, kaspersky, AVG etc) or any RGB lighting software, restart your PC & try launching the game again.
    • Need to turn EAC off without starting the game ?
    1. Open windows registry editor & go to:
    2. Computer\HKEY_CURRENT_USER\Software\Eleon Game Studios\Empyrion - Galactic Survival
    3. Find at the bottom of the list 'UseEAC_h2934528033' & double click on it
    4. With the 'Base' set to Hexadecimal put a 0 (number zero) in the 'Value data' box then select Ok <- EAC is now turned off
    5. Close the windows registry & try starting the game
    The EAC troubleshooting guide can be found here https://www.easy.ac/en-us/support/
    Look though the articles under "Game issues" & "Troubleshooting"

    ====

    Click on this link to go back to top: https://empyriononline.com/threads/troubleshooting-guide.98133/
     
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  3. Pantera

    Pantera Administrator
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    General Windows & PC trouble shooting:

    Before doing any of the following consider making a windows system restore point so if anything goes wrong or you cannot remember what you changed & what it was set to previously you have a way to go back to how it was previously setup via the windows system restore point or alternatively make notes on what any setting was set to before any changes were made & revert back to them if needed.


    Windows Page file:

    • Check if you have windows page file enabled & if it is disabled enable it:
    1. Open the windows control panel
    2. Select System
    3. Select Advanced system settings
    4. Click Advanced tab
    5. Under Performance, click Settings
    6. Under Performance Options, click on the Advanced tab
    7. Here, under Virtual memory, select Change
    8. Uncheck the box Automatically manage paging file size for all drives
    9. Highlight your Windows system drive
    10. Select 'System managed size'
    11. Click Set
    12. Finally, Click ok then apply.
    OR
    1. Open the windows control panel
    2. Select System
    3. Select Advanced system settings
    4. Click Advanced tab
    5. Under Performance, click Settings
    6. Under Performance Options, click Advanced tab
    7. Here, under Virtual memory, select Change
    8. Check the box 'Automatically manage paging file size for all drives'
    9. Click ok then apply.
    • For any PC's that only have 8GB of RAM installed try making your system page file at least 16GB or 32GB with a custom size setup:
    1. Open the windows control panel
    2. Select System
    3. Select Advanced system settings
    4. Click on the Advanced tab
    5. Under Performance, click Settings
    6. Under Performance Options, click Advanced tab
    7. Here, under Virtual memory, select Change
    8. Uncheck the box 'Automatically manage paging file size for all drives'
    9. Select Custom size & in the 'Initial size' & 'Maximum size' boxes put in: 16384 (16GB) or 32768 (32GB)
    10. Click on 'Set' then 'Ok' then Click on 'Apply' in the 'Performance options' window
    11. At this point you should restart the PC

    Also consider experimenting with the following concerning memory consumption & increasing the windows page file:
    • Create a custom size for your page file & incrementally increase the maximum size of it by 1GB until you find an amount that works for your PC/setup.
    • Use the 'Fast' video preset option which can be selected in Options > Video then restart the game for the preset to take effect.
    ====

    General:
    • Check your windows User Account Control (Windows UAC in user accounts) setting & try having it set to Default to notify you only when programs try to make changes on your computer
    ====
    • Select the windows High performance power profile:
      1. Click on the windows start button then open Settings.
      2. Click on System.
      3. Click on Power & sleep.
      4. Click the Additional power settings link.
      5. Select the 'High performance' profile
    ====
    • Try running the game in Compatibility Mode:
      1. Right click on Empyrion in your steam library > Properties > Local files > Browse local files > Client
      2. Right click on Empyrion.exe & select properties > Compatibility
      3. Tick the box 'Run this program in compatibility mode for:' then try windows 8 & or windows 7 for example if you are on windows 10.
    ====
    • If any overclocking has been done to the CPU or RAM try removing the overclock & put either components back to their stock default clock.
    ====
    • Reinstall Microsoft.net framework:
      Sometimes Empyrion can crash even before the game starts. A common reason can be a damaged Microsoft .NET installation:
    1. Install all Windows updates for .NET and security. Reboot your computer if required by the updates.
    2. Then install .NET 4.6.1 again from here: https://www.microsoft.com/en-us/download/details.aspx?id=49981.
    3. If it didn't help, you may try a more advanced method: https://blogs.msdn.microsoft.com/astebner/2008/08/28/net-framework-cleanup-tool-users-guide. This method will fix broken .NET configuration.
    4. A useful tool that detects and tries to fix some frequently occurring issues with the setup of Microsoft .NET Framework: http://www.microsoft.com/en-us/download/details.aspx?id=30135
    ====
    ====

    BSOD's = Blue screen of death

    If for some reason you are experiencing any BSOD's this could indicate a problem on your PC either at a driver level or hardware level.


    Another common cause for BSOD's can be a unstable overclock on any of the components of the PC. Revert all settings back to factory default settings in the BIOS to remove any overclocking please refer to your motherboard manufacturer for help on how to do this.

    Some general tips:
    Download blue screen viewer from here https://www.nirsoft.net/utils/blue_screen_view.html
    Open it & if a dump file was generated by windows for the BSOD it should automatically look for it & display some information.
    Look for the 'Bug Check string' & 'Bug check code' & note them down & search through google or via the Microsoft forums to see if others have also experienced the same BSOD error & if a solution was found to resolve the issue.

    If there is a memory/RAM error found it could indicate a faulty RAM module.
    Try running memtest found here https://www.memtest86.com/ (the free edition) & see if this shows any errors.

    A video on how to use this:

    If any errors are found at this point for this memory/RAM test it is advisable to contact the manufacturer of the RAM & look into starting the RMA process for a replacement RAM kit f.ex if the RAM is Corsair or G.Skill:
    Corsair RMA https://help.corsair.com/hc/en-us/a...oduct-#h_c4de1385-8dac-4922-8a45-76ec4e1f0c25

    G.Skill RMA https://www.gskill.com/rma

    ====

    Consider updating your BIOS to the most up to date stable version available.
    Please refer to your motherboards manufacturers website for information on how to do this.

    For those that don't know what model or brand your motherboard is use CPU-Z & select the Motherboard tab when it is running to see the the make & model names & other information
    https://www.cpuid.com/softwares/cpu-z.html

    ====

    Click on this link to go back to top: https://empyriononline.com/threads/troubleshooting-guide.98133/
     
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  4. Pantera

    Pantera Administrator
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    General GPU trouble shooting:

    • For NVIDIA users check in the NVIDIA Control panel that your dedicated GPU is selected for the game. To do this open the NVIDIA Control panel:
    1. Click on 'Manage 3D settings'
    2. Then select the 'Programs' tab
    3. Select Empyrion Galactic Survival (Empyrion.exe) from the drop down list under 'Select a program to customize' or if it is not visible in the list go to 4
    4. Select 'Add' if 'Empyrion Galactic Survival (Empyrion.exe)' isn't in the dropdown list of 'Select a program to customize' & in the list of 'Recently used' programs select 'Empyrion Galactic Survival (Empyrion.exe)' or use the browser option & navigate to the Empyrion galactic survival\Client folder & select Empyrion.exe
    5. Now with 'Empyrion Galactic Survival (Empyrion.exe)' selected scroll down until you find the option called 'CUDA - GPU's' & select it & click on the right side for the drop down box to appear
    6. Now make sure only the Dedicated GPU is selected select the option 'Use these GPU's' make sure only the dedicated GPU has a tick in the box next to it. If you can see 'Intel HD' in this list also make sure it is unticked.
    7. Click ok then in the bottom right a option should appear with a box 'Apply' select apply
    Nvidia CP CUDA setup.jpg
    • Undo any overclocking if any has been done on the GPU temporarily to see if any overclock is triggering a issue.
    • For Nvidia users in the Nvidia Contorl panel select "Let the 3D application decide" in "Adjust Image setting with preview"
    1. Open the Nvidia control panel
    2. Click on "Adjust Image setting with preview"
    3. Select "Let the 3D application decide"
    ====

    Click on this link to go back to top: https://empyriononline.com/threads/troubleshooting-guide.98133/
     
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  5. Pantera

    Pantera Administrator
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    A collection of issues that other users have experienced & the solutions that were found for them:

    ====

    Citrix workspace causing a access violation (UnityPlayer.dll caused an Access Violation (0xc0000005))

    Issue: https://empyriononline.com/threads/...ver-preventing-the-game-from-launching.47697/
    Solution: https://empyriononline.com/threads/...ng-the-game-from-launching.47697/#post-296885

    ====

    Unityplayer.dll caused an Access violation

    Issue: https://empyriononline.com/threads/unityplayer-dll-caused-an-access-violation.96201/

    Solution: https://empyriononline.com/threads/unityplayer-dll-caused-an-access-violation.96201/#post-422446


    ====

    Steam workshop:
    A possible solution for not being able to upload a blueprint or scenario to the workshop with the 'Limit exceeded' message appearing:
    Issue: https://empyriononline.com/threads/cant-post-any-blueprints-to-workshop.54628/

    Solution: https://empyriononline.com/threads/cant-post-any-blueprints-to-workshop.54628/#post-321540

    ====

    Issue:
    Themida, an error occurred while hooking DLL

    Possible Solutions: https://empyriononline.com/threads/...occurred-while-hooking-dll.56689/#post-324571

    https://empyriononline.com/threads/themida-an-error-occurred-while-hooking-dll.49957/#post-314914

    ====

    More can be found in the spoiler:


    ====

    Click on this link to go back to top: https://empyriononline.com/threads/troubleshooting-guide.98133/
     
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  6. Pantera

    Pantera Administrator
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    How to setup & record with OBS studio:
    Setup:
    • Install it & then open the program 1 time & close it.
    Place the global.ini in:
    C:\Users\YourUserNameHere\AppData\Roaming\obs-studio

    & then place the ‘basic’ folder in the same location:
    C:\Users\YourUserNameHere\AppData\Roaming\obs-studio

    (Where I have put YourUserNameHere for you it will be you user profile name in windows)
    • Now restart OBS & you should now have the settings I use personally.
    • Before recording anything click on Settings > Output > Recording tab
    & change the ‘Recording path’ to a drive on your PC where you want OBS to record the video file to:​

    OBS 01.png
    • Next: for anyone using a AMD graphics card you may want to double check the Encoder here:
    Settings > Output > Recording tab
    isn’t set to ‘NVIDIA NVENCH H.264’ & use ‘x264’ instead from the drop down list or the AMD equivalent option if there is one. NVIDIA users may use the ‘NVIDIA NVENCH H.264’ option for less CPU usage from OBS:​

    OBS 02.png
    • Now you should be setup & ready to record at 1080p 60FPS with a decent image quality.
    • Results may very depending on the hardware of the PC being used.
    ====

    Recording:


    Start OBS before starting the game then select one of the scenes in the bottom left.
    I have setup 3 different scenes.

    Scene 1 captures anything that is on your display

    Scene 2 captures only these sources:
    'Game capture' = Only any fullscreen game running
    'Game capture 2' = Only setup to capture a specific window <- You may need to configure this manually for Empyrion. Right click on 'Game capture 2' under sources when you have Scene 2 selected & select properties then click on 'Window' & whilst EGS is running a option for Empyrion should be in the list to select.

    Scene 3 is setup to capture whatever 'window' you set it up to. Like Scene 2:
    Right click on 'Window capture' under sources when you have Scene 3 selected & select properties then click on 'Window' & whilst EGS is running a option for Empyrion should be in the list to select.

    I would recommend to use Scene 2 with the source 'Game capture' or 'Game capture 2':

    OBS 03.png

    Now you have the Scene & source setup on the bottom right in the main window for OBS click on the 'Start recording' option. Then when finished click on the same option again which should say 'Stop recording'.

    If for some reason the preview that appears in OBS of the game doesn't fit the preview window properly you can try:
    With the left mouse button click on the preview & when these red square boxes appear around the preview with your mouse cursor over any of them left click & hold to move the preview around & adjust the window so it fits the preview properly.
    I have highlighted these 'red boxes' here in this screenshot with the Yellow squares over them:

    OBS 04.png

    ====

    There are some older instructional videos here which are still useful if anyone would like to check them out:
    The basics:


    Scenes & Sources:

    ====

    Click on this link to go back to top: https://empyriononline.com/threads/troubleshooting-guide.98133/
     
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  7. Pantera

    Pantera Administrator
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    -reserved-
     
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