Character creation crash

Beire1983

Hi,

I'm not able to create a character at all.

Every time I'm in the character creation menu, the game freezes.
Only the mouse and keyboard keep working.
I need to put my pc in sleep mode to be able to use it again.

I tried deleting the addons folder (even though i don't run any addons)
I tried deleting the saved variables folder.
I updated all my drivers.
I restarted my pc numerous times.
I tried this : Edit your UserSettings.txt file and change the PlayerStandInsEnabled.2 setting to 0

Nothing works.

I'm unable to play the game as I'm unable to create a character.

Some support on this would be appreciated.

Ty in advance

Jhon

I have this same issue. NO response to ctrl-alt-delete, must put PC in sleep mode to recover.

ZOS_MollyH

Hi @Beire1983 and @Jhon !

Have you submitted a ticket to customer support? If so can you please post your ticket number?

If not, what kind of system are you running? Our support via forums is limited, but we may be able to provide some standard troubleshooting in the meantime.

Beire1983

Hi,

ty for your response.

I have not submitted a ticket to costumer support.

I'm runnig the game on my ASUS ROG gaming laptop.
Windows 10 Home. (all updates installed)
Intel I7-6700HQ CPU @2.6GHZ
Ram memory : 8GB
Videocard : NVIDIA Geforce GTX 960M with the latest drivers installed (361.43)

Other games installed on my system run smoothly. Other MMO's I play run without crashing.

I noticed that I am able to create a character without any issues if I do not change it's appearance.

But this means I have to run around with an ugly avatar.

ZOS_MollyH

Thanks @Beire1983 !

This may require an agent to look at your system deeper via an msinfo and game consultant report to see if we can get you some help. You can submit a ticket at http://help.elderscrollsonline.com

Beire1983

Ok, i have done as you suggested.

Beire1983

This solved my problem ...


1. First, download and install the latest graphics driver (AMD / NVIDIA )
2. Then, navigate to My Documents\Elder Scrolls Online\live (or liveeu)\ and delete the file labeled “usersettings” or “usersettings.txt”. Doing this will reset your settings and force the game to re-scan your hardware.
3. Next, add the ESOTU installation folder – C:\Program Files (x86)\ZenimaxOnline\The Elder Scrolls Online – as a folder exception in your third-party antivirus and/or firewall software
4. Finally, repair the game files by opening your ESOTU launcher, selecting “Game Options”, and then “Repair”.

Ty for your support