Basic Troubleshooting (step 1)

At this time, I would like to have you try the following troubleshooting steps to help resolve the issues you are
experiencing. I apologize if I’m asking you to perform troubleshooting steps you have already performed. Any repetition
is so that I can be certain that all appropriate steps have been done in the correct order.

*FOR DLC DNR ISSUES*

Ensure your DLC are installed

Please make sure your DLCs are installed:
1. Go to [Library] in Steam.
2. Locate<game name> in your list of games, then right-click it and select [Properties].
3. On the DLC tab of the Properties menu, any DLC you own will be listed.
4. Under the "Install" column, a checkbox will show if the DLC has been downloaded and installed.
5. You can check this box to start the download.
In case you require visual aid to spot your DLCs on Steam please refer to the following link
https://support.steampowered.com/kb_article.php?ref=2668-CFOM-1881

*FOR CTD AND GENERAL GAME ISSUES*

Verify the integrity of the game installation (Epic Games)

Often times, verifying your game files may resolve installation corruption that prevents you from being able to play your
game. To verify the installation of game files:  
1. Navigate to the game in your Library and click on the three dots.
2. Once open, click Verify in the drop-down navigation.
3. Depending on the size of the game it may take a few minutes to verify all your files. Once it completes click
Launch to start your game.

Verify the integrity of the game installation (Steam)

Often times, verifying your game files may resolve installation corruption that prevents you from being able to play your
game. To verify the installation of game files:
1. Load Steam
2. From the Library section, right-click on the game and select Properties from the menu.
3. Select the Local files tab and click the "Verify integrity of game cache..." button.
4. Steam will verify the game's files - this process may take several minutes.
5. Once the process is completed, the Check Window will automatically exit.
In case you require visual aid to verify the integrity of your game cache please refer to the following link
https://support.steampowered.com/kb_article.php?ref=2037-QEUH-3335&l=english

Delete temporary files

1. Search for Disk cleanup from the taskbar and select it from the list of results.
2. Under Files to delete, select the file types to get rid of. To get a description of the file type, select it.
3. Select OK.

Reinstall your game

Follow these steps to uninstall and reinstall the game:
1. Open Steam and click on Library
2. Right-click <game> and select Uninstall
3. After the process completes you can reinstall the game by Left-clicking on the game name within your Library
and selecting Install from the game page that appears
Create a new Admin account
Creating a new Administrator Account within your PC. We have included a link below with more information.
 Creating a new Admin Account: https://support.microsoft.com/en-us/help/4026923/windows-10-create-a-
local-user-or-administrator-account
 Once the account is created, start the game from this account.

*ASKING FOR USER FILES*

Please use the steps below to send us a DxDiag (Direct X Diagnostics) and MSInfo (Microsoft System Information) file
from your computer. We need this detailed information in order to assist in troubleshooting the issue at hand. No
personal information is contained in either report.

To send us your DxDiag file

- Hold down the Windows key and press the R key
- In the "Run" field that opens, type in "DxDiag" (without quotes).
- Press Enter. This will start the DxDiag utility.
- Once the DirectX Diagnostic Tool appears, click on the Save All Information button at the bottom.
- When asked where to save the file, click on the drop-down box next to Save in and select Desktop.
- In File Name box towards the bottom, then name DxDiag.txt should appear. Leave this as-is and click on the OK
button.
- Click the Exit button to exit the DirectX Diagnostic Tool.
- On the Desktop, there should be a file name DxDiag or DxDiag.txt. If there is no file with this name, please repeat the
steps above and make sure to save the file to the Desktop.
- Open this email up and click the reply button.
- Type in your response to any additional questions or information that was requested into the body of the email.
- Click the Attachment button and add the DxDiag.txt from the Desktop.
- Once the attachment has been added, click the Send button to send us this information We will reply to you shortly.

To send us your MSInfo report

- Hold down the Windows key and press R and in the field that opens up type "msinfo32" (without quotes) and hit enter.
- When the "System Information" window opens, click the "File" option and then choose "Save" from the menu
- On the left side of the "Save as" dialog that opens click the icon labeled "Desktop"
- In the "File Name" section type "msinfo" (without quotes) and press the "Enter" key or click the "Save" button
** Note: There can be quite a large amount of text data contained in the msinfo file. When you click to save the file
please allow the system up to several moments to completely save this data to file, as it can sometimes appear to get
"stuck" while saving and closing before it finishes can affect the file write.
- On your Windows "Desktop" you should see a file named "msinfo.nfo" appear, right-click on that file and choose "Send
to" > "Compressed (Zipped) Folder" and now you should also have a file named "msinfo.zip"
- Attach the "msinfo.zip" file using the "Attach Files" option in your email program when replying
 
After we have received this information, we will be happy to further investigate this issue.
 Advanced Troubleshooting (Step 2)

*CTD ISSUES*

Check programs interfering with Steam

Please turn off any programs on your PC which are known to interfere with Steam. The following link lists the programs
in question: https://support.steampowered.com/kb_article.php?ref=9828-SFLZ-9289

Reinstall Steam keeping the game data

You may have issues with your local Steam files. To refresh these files without deleting your game files, please follow
this process: 
1. Go to the menu Steam > Exit Steam
2. Navigate to your Steam installation directory. (C:\Program Files\Steam\ by default and in Windows 7 64 bits
under C:\Program Files(x86)\Steam\)
3. Delete everything in that directory EXCEPT the following:
a. Steam.exe
b. steamapps folder (All of Steam's game files are kept here)
4. Go back to the Steam folder and double click on the Steam.exe file to reinstall
 

Run Steam as Admin

If Windows is not allowing Steam or your game to start or install software correctly, it can also cause problems when
launching the game. Try closing the game and Steam entirely and then right-clicking your Steam shortcut and selecting
"Run as Administrator". Launch the game via your Game Library in Steam to test.
 

Check DirectX End-User Runtime

Direct X is the software that the game uses to communicate with your PC and if it is out of date it can cause crashing and
other issues with the game.

You can either download it directly by visiting this page and downloading the DirectX End-User Runtime:
https://www.microsoft.com/en-us/download/details.aspx?id=35

Or update via Windows Update by using the steps below:

1. Select the Start button on your PC 
2. Select Settings> Update & Security > Windows Update
3. Select Check for updates.
You can review more information about using Windows Update here.

Note: During the installation, the program will ask for other features to be installed (Net.framework), please install them
as well.

Turn off Background Applications and 3rd party services

Please disable background applications that may interfere with the game launching.
1. Press the Windows key and R key together on your keyboard to bring up the "Run" box.
2. Type MSConfig in the "Run" box, and then press ENTER.
3. If you are prompted for an administrator password or for a confirmation, type the password, or provide
confirmation.
4. In the System Configuration Utility dialog box, click Selective Startup on the General tab.
5. Click to clear the Load Startup Items checkbox.
6. Click the Services tab.
7. Click to select the Hide All Microsoft Services checkbox.
8. Click Disable All, and then click OK.
9. When you are prompted, click Restart.
10. Try running the game again to see if the problem persists. If you need to get back to your original configuration,
run MSConfig again and choose normal startup.
 11. Reboot your system.

Perform a clean boot

A selective startup or “clean boot” of Windows is a temporary step and can help to determine if, by closing down all non-
Windows specific applications and startup items, there is any change to the game’s performance or stability. After testing
the game's performance the clean boot steps should then be reversed and Windows restarted normally.

Official Microsoft steps on how to perform a “clean boot” are available here:
https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows, but please follow those
directions very closely because if done incorrectly you can affect the system's ability to start up.

*DRIVERS*

Update Drivers
Make sure you have the most up-to-date video and sound drivers available for your system. The main components you
need to update are the chipset, network drivers, hard drive, or video. These all are generally the main reason behind
gaming errors.

Often you can find these by checking your system manufacturer's website and visiting the driver update page for your
system model. You can also download updated drivers directly from your video or sound card manufacturer if you know
what type of card it is. AMD and NVIDIA also offer "automatic driver" installations if you know you have an AMD or
Nvidia card but do not know what the model is.

 
Nvidia
1. Go to Nvidia’s website and manually download the latest driver for your card. You can confirm your card by
launching Task Manager on your PC and selecting the “Performance” tab. The model will be displayed on the
top right. https://www.nvidia.com/Download/index.aspx
2. Launch the installer. You can skip installing GeForce Experience for now to speed up the process.
3. When the installation has finished, please launch <game name> and let us know if the issue persists.

AMD Radeon
1. Press the “Start” button on your PC and search “AMD Radeon Settings”.
2. Launch the AMD Radeon Settings application.
3. Select Updates on the bottom left corner of the application.
4. Available updates will be shown in this screen, select the dropdown menu and click “Update Now”. You’ll
likely need to close the application for the installation to start.
5. In the next window, select the “Upgrade” button and continue to the install.
6. When the process has completed, launch <game name> and let us know if the issue persists.
 

*PERFORMANCE RELATED*

Overclocking or Turbo Boosting Components

If you are Overclocking or Turbo Boosting a component in your computer, such as your video card, we strongly
recommend resetting the component or components to manufacturer specifications. Doing so may prevent crashes from
occurring.

Settings Related Performance

Higher settings increase the workload for your system’s hardware overall, even if your system exceeds the minimum
specifications for the game.
Minimum system requirements are a list of what base hardware the game will need to function but typically on a reduced
graphics settings profile.
Even if your system is within the minimum to recommended specifications for a game, options enabled that positively
affect rendering quality can conversely and negatively affect performance and stability.
Using a reduced settings profile for graphics related features in the Options Menu in-game is recommended if you are
experiencing impacts to performance and/or stability.
 

Increase Virtual Memory

Make sure your system’s virtual memory isn’t set as too low,
 Right, Click on “My computer”.
 Go to the “Advanced” tab and click “Settings” under “Performance”
 After then, again click on the “Advanced” tab under “Performance Option” and click the “Change” button under
“Virtual Memory”.

*MULTIPLE-GPU RELATED*
I would like to first make sure that you are running the game using your dedicated graphics card. I have provided you
with instructions on how to do so for your convenience.

Switch to Dedicated Nvidia GPU

 Open the Nvidia Control Panel. One way to do that is by right-clicking on an empty space on the desktop and
choosing Nvidia Control Panel from the menu.
 Navigate to 3D Settings > Manage 3D Settings.
 Open the tab Program Settings and choose <YOUR GAME> from the dropdown menu.
 Next, select the preferred graphics processor for this program from the second dropdown. Your Nvidia GPU
should show as High Performance Nvidia Processor.
 
Switch to Dedicated AMD GPU
 First, open your Radeon Settings. One way to do that is right-clicking on an empty space on the desktop and
choosing Radeon Settings from the menu.
 Navigate to Preferences > Additional Settings > Power > Switchable Graphics Application Settings.
 Select the game from the list of applications. If it is not in the list, click the Add Application button and select
the ".exe" file of the game from the game's installation directory. This adds the game to the list and you'll be
able to select it afterwards.
 In the column Graphics Settings, assign the High Performance profile to the game.
 
 
*WINDOWS FILES RELATED*

Run Check Disk

You can run the CHKDSK utility directly from the Properties dialog belonging to the partition of your computer’s hard
drive you want to scan for errors. To do so, all you need to do is:
1. Open Computer. You can do so by either double-clicking on the Computer icon on your Desktop or pressing the
Windows Logo key + E to launch Windows Explorer
2. Locate the drive you want to scan for errors using the DHKDSK utility and right-click on it.
3. Click on Properties in the resulting context menu.
4. Navigate to the Tools tab.
5. Under the Error checking section, click on Check to launch the Disk Error Checking utility. The utility will be
launched and it will begin checking the selected drive for file system errors and other problems such as bad
sectors.
6. If Windows detects any errors or other problems on the selected disk, it will simply ask you to check the disk. If
the system did not find any errors on the disk, you will instead see a message stating You don’t need to scan this
drive, although you can still go ahead with the scan. Simply click on Scan drive to have CHKDSK scan the
selected drive for errors and issues.
7. Once the scan has been completed, if Windows did not find any errors on the disk, it will inform you of that, but if
the utility did fine errors or other issues on the drive, you will instead see a message that reads:
“Restart your computer to repair the file system. You can restart right away or schedule the error fixing on next
restart.”
8. Simply restart your computer – either immediately after the scan finishes or a bit after that.
 9. When your computer boots up, CHKDSK will attempt to fix any and all errors that it found and fix any bad sectors
or other problems that it found on the drive. Once it does so, it will inform you of what it was able to achieve.
 
It should be noted that you are going to have to be a bit patient with CHKDSK during this step as fixing errors and
problems on a drive can take a fair bit of time.

Check for damaged windows files

If the issue continues to persist, I would like to have you check for damage to the system files using the following steps:
1. In the search box on the taskbar, enter Command Prompt. Press and hold (or right-click) Command Prompt
(Desktop app) from the search results and select Run as administrator.
2. Enter DISM.exe /Online /Cleanup-image /Restorehealth (note the space before each "/"). (Note: This step
may take a few minutes to start and up to 30 minutes to run and complete.)
Enter sfc /scannow (note the space between "sfc" and "/").
 

Perform a System Restore

If you are getting this error recently then you might be capable of fixing it by restoring your system to an earlier state.
Follow the steps to perform System Restore:
 In the Start menu search for Recovery
 Then click on Recovery > click Open System Restore.
 Check if restore points were created before the error appears.
 Select one that was and follow the onscreen instruction from Windows to complete the restoration process.

 
*FAULTY DLL*

Re-register dll
Based on the number of errors related to the FILENAME.dll file, I would ask for you to replace or restore this file. To do
so, you can use any of the multiple methods freely available on the internet.

For your benefit we present below one such method, but you can use any other.
1. From your Windows Desktop, locate the search field in the taskbar (or click start to show the
2. search field in earlier Windows versions) and type cmd. Right click on "Command Prompt" app and select "Run
as Administrator".
3. Type: regsvr32 FILENAME.dll and press Enter.
4. Restart your computer.

Run System File Checker

To run SFC scan follow the below-mentioned steps:
 Press Windows + R key
 Type “CMD” and press Enter.
 Type sfc/scannow and press Enter.
 Wait for the onscreen instructions to complete

*STEAM-SPECIFIC*

Steam Network Connection Error

Please follow the steps below to diagnose network connectivity issues within Steam:
 
1. Check Steam Server Status
Please check the Steam Server Status page to ensure the issue which you are encountering is not related to system-
wide downtime. If you encounter any timeout errors when attempting to access Steam sites, it is very likely that
there is a system-wide issue and Steam will not be accessible until the issue is resolved.
2. Test Your Router
The Using a Router with Steam topic includes steps to isolate problems if they occur at the router.
 Wireless and powerline connections can cause intermittent failures due to interference. If possible, test Steam with
a direct wired connection to determine if this is a problem. An Internet speed test may also help you identify
problems related to local link quality.
3. Troubleshoot all Firewalls
See the Using a Firewall with Steam topic for instructions to test and configure your firewall for Steam.
Note: If you are installing Steam for the first time or Steam has recently been updated, a firewall may be
preventing Steam from connecting to the Steam Network - even if Steam worked correctly before the update was
applied.
4. Disable Background Applications
Review the Programs Which May Interfere With Steam and reconfigure, disable or uninstall any programs which
may be preventing Steam and Valve games from connecting.
5. Viruses, Trojans, Adware and Spyware
6. Scan your computer for Spyware, Malware, Adware, or Virus Interfering with Steam.
 
 
Purchase Issue - Region Block
I am sorry to hear that you are not able to purchase <game> on Steam due to geographical restrictions. I understand that
this is preventing you from joining in the action in <game>.

Your store region is set based on the location of your first Steam purchase and can be found under Account Details.
While traveling, the Steam store will show your region's prices and you will be able to make purchases as you would
from home. Your store country must be set to the country where you currently reside, and you must have a local payment
method you can use to make purchases. All available payment methods in your current region are listed during the
checkout process.

If you are unable to make purchases in your current region, look for Steam-compatible CD Keys and/or Steam Wallet
Codes available for purchase at your local gaming retail stores.

For more information on Steam account regions and to submit a ticket to request more details from Steam Support,
please use this article:

https://support.steampowered.com/kb_article.php?ref=6627-QSNM-5276&l=english

I will pass along your details to the game team in regards to availability of <game>. Keep in mind that the game team
will not respond directly to your report but appreciates the insight from members of the community.

If you have any questions regarding this issue, please reply to this email. If you have any future questions or concerns
please reach out in a new ticket and a member of Customer Support will be happy to assist you!
 

*GOOGLING AN ANSWER*
I have taken the liberty to provide a community-created solution that is know to fix this issue.

Please note that since this is material from an outside source, Customer Support can't guarantee it's going to solve your
issue, but this helped many other players nonetheless.

Other players have created a useful guide for this here (link) that you may find helpful.