Game Crash on launch

Defatank

@ZOS_GinaBruno Gina,

Can you please have your team look at ticket

Thanks for submitting your question. Your reference code is: #170207-002174.



My issue is with my laptop, it has been running ESO perfectly since launch until the update on 2/6/17. I normally run settings on low to get best FPS. But the laptop is able to turn settings up to high with low FPS. Since the update I crash on launch now and I have attached a crash report and dxdiag to the above ticket. Any additional information would be greatly appreciated on this.

Thank you,
Defatank

Defatank

I've noticed numerous threads about instant crash reports, although I've not seen any exactly behaving like my issue. Some are steam crashes and others are giving an error about something being missing.

I wanted to update this post with exactly what is going on so that incase other people are seeing this too or know a fix it'd be good info for me and other people on the forums since this thread has gotten over 100 views now.


So for a small amount of back history. I have an HP 15-d069wm touch screen running windows 8.1 Intel i3 dual core cpu with Intel 4k HD GPU. This machine has been running ESO since launch with no issues. I normally run it on low settings just to get the best frames (normally around 40 - 60fps). The machine can run high settings with fps around 15 - 20 fps. So as far as "not being able to run it" that's definitely not the issue.

I played the game on friday 2/3/17 no issues what so ever. Turn it on to play on tuesday 2/7/17, click my shortcut to launch ESO.exe as always. I made it to the login screen. I put in my username and password and attempted to login and of course I got a message about my version being out of date (due to homestead releasing on monday) and it ask me to exit and run the launcher. So I did just that. It updated the game. I clicked play, I got a black screen then it flashed and stayed black, I heard the audio for the login screen but the video was solid black. Then I got an ESO crash report. See below, note I omitted my computer name and user name everything else is exactly as seen from error report.

ESO Crash Report

====================================================================
eso has stopped working.
====================================================================

[reporter]
version = 0.01


[extra]
ProductName = eso
Version = eso.live.2.7.5.1408964
branch = live
client.executablebits = 64
client.mode = startup
client.renderertype = D3D11
client.session_start_timestamp = 2017-02-07T17:14:52.223Z
client.time_since_load = 0
client.timestamp = 2017-02-07T17:14:56.758Z -frme 49-
client.uptime = 4.5
computer.name = <omitted>
computer.user = <omitted>
cpu.arch = 9
cpu.count = 4
cpu.level = 6
cpu.type = 8664
data.depotid = 4000
data.dir = C:/Program Files (x86)/Zenimax Online/The Elder Scrolls Online/
data.syncm = databuild
data.version = 4000.win.1408989.live.1408964
exe.buildnum = 1408964
exe.opt = release
exe.reltype = public
exe.type = client
gfx.description = 10.18.10.3316
gfx.deviceid = 358.563023932.9
gfx.driver = Intel(R) HD Graphics 4000
gfx.vendorid = 32902
mem.system_physical = 6036
mem.total_current = 555
mem.total_peak = 555
mem.ws_current = 519
mem.ws_peak = 519
os.osbits = 64
os.platform = windows
os.version = 6.3.9600.
ptime = 4641
reportfield.ver = 3
version.major = 2
version.patch = 7
version.subpatch = 5

Here's a list of things I have done

1) Restarted PC
2) Tried running ESO.exe and ESO64.exe in all compatible modes and run as admin
3) Modified UserSettings.txt file specifically SET RequestedNumJobThreads "-1" and
SET RequestedNumWorkerThreads "-1" to "0"
4) Checked windows update and updated all important and optional updates
5) Reinstalled Video Drivers
6) Verified most recent video drivers installed
7) Completely uninstall and delete all ESO folders then fresh install


Also as another side note since the uninstall / reinstall of ESO I no longer have the "UserSettings.txt" file now which tells me the game is crashing far before it needs to access / build that file.


Any additional information on this would be greatly appreciated @ZOS_GinaBruno @ZOS_JessicaFolsom please help if possible

I've also got a ticket going with the ESO support team, my ticket got caught by a canned message first and wanted to close it w/o a resolution then I have most recently been in contact with "John" in CS who's given some of the items I listed above that I've done that didn't help.

Thank you,
Defatank

Sabbathius

Having exact same problem. I played Tuesday morning last time, now (Wednesday noon) it just spits out crash report within 2 seconds of pressing Play on launcher. I don't even see or hear the intros yet, it's just black screen of the game loading, and crash report pops up. The report is same as yours (not missing DLLs error). It just says the game stopped working. And I haven't installed anything or done anything on this computer since yesterday, so I'm reasonably sure it's not anything I did.

I tried running Repair, nothing came up. Neither 32 bit or 64 bit works, tried both starting manually without the launcher. Tried deleting both EXE files, Repair again, they were recreated, but same problem continues. Tried deleting local User files (Users>Downloads>Elder Scrolls Online directory), the directories get re-created when I run the executable, but no files in them, not even UserSettings, nothing in Errors or Logs directories either. So whatever is breaking the process is immediate at launch.

I don't feel like re-downloading the whole thing again, my connection is still smoking from Ghost Recon beta last weekend, and For Honor beta client download for tomorrow.


EDIT: After some reading, I found a thread from January 4th PTS subforum describing the exact problem I'm having. So the issue was reported well over a month ago, they didn't find a solution even though the issue was being "actively investigated" and now it seems they pushed it live? Here's the thread: https://forums.elderscrollsonline.com/en/discussion/312163/crash-on-starting-pts-client-windows-related/p1

juanleon1002

I need help plz, have that problem whit conection, and isn't for internet, just the game... so... Zenimax when can play the game? need help plx, can't play!

Defatank

Update for all,


I came across this thread which has alot of useful info in it regarding this issue and I went through the steps in this post and nothing seemed to resolve the problem.

https://forums.elderscrollsonline.com/en/discussion/comment/3774012#Comment_3774012


So after I seen nothing was resolving my issue, I completely reformatted my laptop, reinstalled a fresh windows 8.1 on it. Reinstalled drivers, updated windows update. Reinstalled a fresh copy of ESO, launched the game and still crashing on launch.

I have sent what I've done back up to ZOS support and awaiting a response back.

From the link above @ZOS_GinaBruno mentions "So, you might have just answered your own question. If your system doesn't meet the minimum system requirements, then this is likely what's preventing you from playing. Something could change in any patch that could suddenly make the game unplayable, even if you were able to previously run it on an older machine. Unfortunately, this is the risk you take when using a machine that falls under the requirements needed to run the game.

If there's any question as to what these requirements are, you can find them here: https://help.elderscrollsonline.com/app/answers/detail/a_id/3313/&quot;

But later in the thread the guy she was speaking with manages to get his crash straightened out (page 5) @huffmichaelab14_ESO

I'm hoping at this point my windows update finds some "optional update" that miraculously fixes this issue

I didn't see anything in the patch notes that was "raising system requirements" and the current "minimum system requirements" are the requirements that came with ESO Tamriel Unlimited and as I have said before I have been playing the game perfectly fine with those "minimum requirements" until this update happened.....

Thank you,
Defatank