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• ESO Store and Account System for maintenance – March 4, 6:00AM EST (11:00 UTC) - 4:00PM EST (21:00 UTC)
• NA megaservers for maintenance – March 5, 4:00AM EST (9:00 UTC) - 11:00AM EST (16:00 UTC)
• EU megaservers for maintenance – March 5, 9:00 UTC (4:00AM EST) - 16:00 UTC (11:00AM EST)
Game breaking problem
888and888
✭✭✭
I've been experiencing a game breaking problem for at least three weeks but I really can't get any help from the Customer Support, only a couple of default answer, where they show they didn't even read my email or check my files. Can somebody help me, please?
My launcher keep using my 32 bit ESO client, but I'm using Windows 10 64 bit. I've tried to manually launch the 64 bit client (eso64.exe) but it crashes after a few minutes I'm in the game.... Using the 32 bit exe causes the game to crash randomly but not as often as using the 64 bit client. I've laso formatted my PC and reinstalled everything from scrath, any drivers is up to date...
Thank you.
P.S.
I've also included my conversation with the Customer Support, I do think we need a better service...
Edited by 888and888 on June 3, 2016 1:24PM My launcher keep using my 32 bit ESO client, but I'm using Windows 10 64 bit. I've tried to manually launch the 64 bit client (eso64.exe) but it crashes after a few minutes I'm in the game.... Using the 32 bit exe causes the game to crash randomly but not as often as using the 64 bit client. I've laso formatted my PC and reinstalled everything from scrath, any drivers is up to date...
Thank you.
P.S.
I've also included my conversation with the Customer Support, I do think we need a better service...
Customer xxx yyy via CSS Web 06/03/2016 09:12 AM
Hello,
for the third, maybe fourth time: the steps you've suggested don't work, my launcher still doesn't launch the 64 bit client, if I manually launch it, it crashes. There are more requisites I'm not aware of? I think You've also received a lot of crash report..
You may find both the report and the dxdiag as attachment.
Thank you.
Customer xxx yyy via CSS Web 06/01/2016 03:35 PM
Hello,
I can see the status of this ticket is "Waiting on Customer" now but I really don't know what you want me to do. Could you please explain?
Thank you!
Customer xxx yyy via CSS Web 05/31/2016 05:35 AM
Hello,
why do you keep closing this ticket when it's not solved? I've did everything you asked me but the problem is still present. Would you like to help me, please?
Thank you.
Customer xxx yyy via CSS Web 05/28/2016 04:22 AM
BTW, it might be a good idea to check the report.txt file I've sent you twice, you maybe would notice my system fits your requirements.
I hope you may find some time to write a proper answer instead of a default one.
Thank you very much.
Customer xxx yyy via CSS Email 05/27/2016 04:45 PM
Hello,
it seems to me that you really haven’t read my previoous email. Anyway, I’ve already tried what you suggested but still the launcher doesn’t launch the 64 bit client. If I manually launch the client, it crashes to desktop after a few minutes.
So, the issue is not resolved at all.
From: ESO English Support
Sent: 27 May 2016 19:23
To: ...@...
Subject: The game doesn't use the 64 bit client [Incident: 160523-000340]
Customer xxx yyy via CSS Web 05/27/2016 04:44 PM
Hello,
it seems to me that you really haven’t read my previoous email. Anyway, I’ve already tried what you suggested but still the launcher doesn’t launch the 64 bit client. If I manually launch the client, it crashes to desktop after a few minutes.
So, the issue is not resolved at all.
Response zzzzz via Email 05/27/2016 01:23 PM
Greetings!
We apologize that we have taken so long to get back to you in regards to your technical issue. Due to high ticket volumes, we will be unable to assist you further with this ticket. We understand this may be frustrating, and we are disappointed that we are unable to deliver a Customer Service experience that is up to our desired standards.
We have confirmed that all megaserver, launcher, and other ESO services are functioning at full capacity. In a majority of cases, ESO failing to launch properly, dropping in frame rate, crashing, and other issues are caused by corruptions from third-party software or the game being played on a computer that is not meeting the minimum specifications below:
• Operating System: Windows 7 32-bit
• Processor: Intel i3 or AMD 3870 generation processors or higher
• System RAM: 3GB • Hard Disk Space: 85GB free HDD space
• *GPU: Direct X 11.0 compliant video card with 1GB RAM (NVidia GeForce 460 or AMD Radeon 6850)
• Sound: DirectX compatible sound card
• Internet: Internet Broadband Connection
*We recommend playing ESO on a desktop computer with a dedicated graphics cards. Mobile graphics cards and Intel or AMD integrated graphics are not officially supported. If your system does not meet the minimum specifications, we are unable to provide any additional troubleshooting.
If you have not already, please complete the following steps:
1. Navigate to My Documents\Elder Scrolls Online\Live (or LiveEU).
2. Delete “UserSettings.txt”.
a. This will reset all local settings and force the game to rescan your hardware. This resolves many miscellaneous technical problems.
b. Note that deleting this file will not affect your characters or in-game progress in any way.
After that, we have compiled the troubleshooting steps that resolve the majority of issues regarding downloading, installation, and launching:
• If you are unable to find a download link for the ESO launcher on your account page athttp://account.elderscrollsonline.com/, then you likely need to redeem a Game Registration code on your account.
• For issues with stuck, frozen, or slow downloads, incomplete installations, or launching problems, you will need to create an exception in your antivirus / firewall software for your ESO installation folder.
• The default folder is C:\Program Files(x86)\Zenimax Online). This will prevent any 3rd party programs from blocking the download, installation, or launcher files from running.
• After creating the exception, right-click the installer/launcher and select “Run as administrator”.
• If this does not resolve the problem, another third-party software is blocking the file from running. Restart your computer in Selective Startup and try again.
• Ensure that you have the latest drivers installed for your video card.
• Nvidia Video Cards: http://www.nvidia.com
• AMD Video Cards: http://www.amd.com
• Download and install all Windows updates.
Beyond these steps, we are unable to provide any further support.
Kind Regards,
The Elder Scrolls Online Team
Customer xxx yyy via CSS Web 05/26/2016 04:40 PM
Hello again,
do you have any update? I keep crashing... Thank you.
Customer xxx yyy via CSS Web 05/25/2016 10:12 AM
Hello,
any news? I'm still experiencing the same issues...
Customer xxx yyy via CSS Email 05/23/2016 05:15 AM
Hello,
I’ve already done what you’ve suggested and I’ve already attached the report.txt file. You might find it as attachment once more.
Thank you.
From: ESO English Support
Sent: 23 May 2016 11:01
To: ...@...
Subject: Incident: 160523-000340
Auto-Response 05/23/2016 05:01 AM
Greetings Adventurer!
Thank you for contacting The Elder Scrolls Online Team. I understand you've been experiencing crashing and freezing issues with The Elder Scrolls Online. I'm sorry to hear that you're having trouble, and I will do my best to get you into the game as soon as possible!
You can resolve most ESO crash issues by following the troubleshooting steps below:
1. Download and install the latest graphics driver (AMD / NVIDIA)
2. 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. 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. Repair the game files by opening your ESOTU launcher, selecting “Game Options”, and then “Repair”.
If you’ve performed these steps and the game is still not functioning correctly, please respond back to this e-mail with a copy of your Game Consultant file. You can find instructions here on how to get your Game Consultant here: https://help.elderscrollsonline.com/app/answers/detail/a_id/6690/ .
If you’ve already included a copy of your file, please respond back to confirm that it’s attached so I can investigate your problem further.
Thank you for your patience and support!
Kind Regards,
The Elder Scrolls Online Team
For product information, visit the official site: http://elderscrollsonline.com/
To interact with the community, visit: https://forums.elderscrollsonline.com/
Customer xxx yyy via CSS Web 05/23/2016 05:01 AM
I've noticed the launcher keep using my 32 bit ESO client, but I'm using Windows 10 64 bit. I've tried to manually launch the 64 bit client (eso64.exe) but it crashes after a few minutes I'm in the game.
I'd really need some help...
My video and audio drivers are updated to the latest official version and my OS is patched. BTW, I've formatted my PC a week ago and reinstalled the from scratch, I've run a memory check too, no problem detected.
Hello,
for the third, maybe fourth time: the steps you've suggested don't work, my launcher still doesn't launch the 64 bit client, if I manually launch it, it crashes. There are more requisites I'm not aware of? I think You've also received a lot of crash report..
You may find both the report and the dxdiag as attachment.
Thank you.
Customer xxx yyy via CSS Web 06/01/2016 03:35 PM
Hello,
I can see the status of this ticket is "Waiting on Customer" now but I really don't know what you want me to do. Could you please explain?
Thank you!
Customer xxx yyy via CSS Web 05/31/2016 05:35 AM
Hello,
why do you keep closing this ticket when it's not solved? I've did everything you asked me but the problem is still present. Would you like to help me, please?
Thank you.
Customer xxx yyy via CSS Web 05/28/2016 04:22 AM
BTW, it might be a good idea to check the report.txt file I've sent you twice, you maybe would notice my system fits your requirements.
I hope you may find some time to write a proper answer instead of a default one.
Thank you very much.
Customer xxx yyy via CSS Email 05/27/2016 04:45 PM
Hello,
it seems to me that you really haven’t read my previoous email. Anyway, I’ve already tried what you suggested but still the launcher doesn’t launch the 64 bit client. If I manually launch the client, it crashes to desktop after a few minutes.
So, the issue is not resolved at all.
From: ESO English Support
Sent: 27 May 2016 19:23
To: ...@...
Subject: The game doesn't use the 64 bit client [Incident: 160523-000340]
Customer xxx yyy via CSS Web 05/27/2016 04:44 PM
Hello,
it seems to me that you really haven’t read my previoous email. Anyway, I’ve already tried what you suggested but still the launcher doesn’t launch the 64 bit client. If I manually launch the client, it crashes to desktop after a few minutes.
So, the issue is not resolved at all.
Response zzzzz via Email 05/27/2016 01:23 PM
Greetings!
We apologize that we have taken so long to get back to you in regards to your technical issue. Due to high ticket volumes, we will be unable to assist you further with this ticket. We understand this may be frustrating, and we are disappointed that we are unable to deliver a Customer Service experience that is up to our desired standards.
We have confirmed that all megaserver, launcher, and other ESO services are functioning at full capacity. In a majority of cases, ESO failing to launch properly, dropping in frame rate, crashing, and other issues are caused by corruptions from third-party software or the game being played on a computer that is not meeting the minimum specifications below:
• Operating System: Windows 7 32-bit
• Processor: Intel i3 or AMD 3870 generation processors or higher
• System RAM: 3GB • Hard Disk Space: 85GB free HDD space
• *GPU: Direct X 11.0 compliant video card with 1GB RAM (NVidia GeForce 460 or AMD Radeon 6850)
• Sound: DirectX compatible sound card
• Internet: Internet Broadband Connection
*We recommend playing ESO on a desktop computer with a dedicated graphics cards. Mobile graphics cards and Intel or AMD integrated graphics are not officially supported. If your system does not meet the minimum specifications, we are unable to provide any additional troubleshooting.
If you have not already, please complete the following steps:
1. Navigate to My Documents\Elder Scrolls Online\Live (or LiveEU).
2. Delete “UserSettings.txt”.
a. This will reset all local settings and force the game to rescan your hardware. This resolves many miscellaneous technical problems.
b. Note that deleting this file will not affect your characters or in-game progress in any way.
After that, we have compiled the troubleshooting steps that resolve the majority of issues regarding downloading, installation, and launching:
• If you are unable to find a download link for the ESO launcher on your account page athttp://account.elderscrollsonline.com/, then you likely need to redeem a Game Registration code on your account.
• For issues with stuck, frozen, or slow downloads, incomplete installations, or launching problems, you will need to create an exception in your antivirus / firewall software for your ESO installation folder.
• The default folder is C:\Program Files(x86)\Zenimax Online). This will prevent any 3rd party programs from blocking the download, installation, or launcher files from running.
• After creating the exception, right-click the installer/launcher and select “Run as administrator”.
• If this does not resolve the problem, another third-party software is blocking the file from running. Restart your computer in Selective Startup and try again.
• Ensure that you have the latest drivers installed for your video card.
• Nvidia Video Cards: http://www.nvidia.com
• AMD Video Cards: http://www.amd.com
• Download and install all Windows updates.
Beyond these steps, we are unable to provide any further support.
Kind Regards,
The Elder Scrolls Online Team
Customer xxx yyy via CSS Web 05/26/2016 04:40 PM
Hello again,
do you have any update? I keep crashing... Thank you.
Customer xxx yyy via CSS Web 05/25/2016 10:12 AM
Hello,
any news? I'm still experiencing the same issues...
Customer xxx yyy via CSS Email 05/23/2016 05:15 AM
Hello,
I’ve already done what you’ve suggested and I’ve already attached the report.txt file. You might find it as attachment once more.
Thank you.
From: ESO English Support
Sent: 23 May 2016 11:01
To: ...@...
Subject: Incident: 160523-000340
Auto-Response 05/23/2016 05:01 AM
Greetings Adventurer!
Thank you for contacting The Elder Scrolls Online Team. I understand you've been experiencing crashing and freezing issues with The Elder Scrolls Online. I'm sorry to hear that you're having trouble, and I will do my best to get you into the game as soon as possible!
You can resolve most ESO crash issues by following the troubleshooting steps below:
1. Download and install the latest graphics driver (AMD / NVIDIA)
2. 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. 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. Repair the game files by opening your ESOTU launcher, selecting “Game Options”, and then “Repair”.
If you’ve performed these steps and the game is still not functioning correctly, please respond back to this e-mail with a copy of your Game Consultant file. You can find instructions here on how to get your Game Consultant here: https://help.elderscrollsonline.com/app/answers/detail/a_id/6690/ .
If you’ve already included a copy of your file, please respond back to confirm that it’s attached so I can investigate your problem further.
Thank you for your patience and support!
Kind Regards,
The Elder Scrolls Online Team
For product information, visit the official site: http://elderscrollsonline.com/
To interact with the community, visit: https://forums.elderscrollsonline.com/
Customer xxx yyy via CSS Web 05/23/2016 05:01 AM
I've noticed the launcher keep using my 32 bit ESO client, but I'm using Windows 10 64 bit. I've tried to manually launch the 64 bit client (eso64.exe) but it crashes after a few minutes I'm in the game.
I'd really need some help...
My video and audio drivers are updated to the latest official version and my OS is patched. BTW, I've formatted my PC a week ago and reinstalled the from scratch, I've run a memory check too, no problem detected.
0
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InvitationNotFound✭✭✭✭✭
✭64 bit client is unstable buggy crap as far as i know.
use the 32 bit client and good luck with the crashes. maybe someone can provide some help regarding those, but i doubt it
and be happy you aren't a mac user. i've heard they are now forced to use that 64 bit client o_OWe want firing off Dark Exchange in the middle of combat to feel awesome... - The Wrobler
You know you don't have to be here right? - Rich Lambert
Verrätst du mir deinen Beruf? Ich würde auch gerne mal Annahmen dazu schreiben, wie simple die Aufgaben anderer sind. - Kai Schober
Addons:
RdK Group Tool: esoui DE EN FR
Port to Friend's House: esoui DE EN FR - Library: DE EN
Yet another Compass: esoui DE EN FR
Group Buffs: esoui DE EN FR0 -
888and888✭✭✭I'm so happy I'm not a subscriber, this customer support service is not on par with the game, it's a pity 0
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Smasherx74✭✭✭✭✭
✭Did you try rolling back you graphics driver to a previous version? I know one of the latest AMD drivers with VR support ended up making games CTD for me.
Do you have hardware failure, is your GPU overheating?
Master Debater0 -
888and888✭✭✭For sure no overheating. I've run a memory test and a HD test, both were perfect... I've chenged a few drivers (Nvidia card here), I could try to revert back to old drivers, it might help with the 32bit client's crashes but I really can't see why it could help with the launcher not using the correct exe for my system.0
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888and888✭✭✭Copied and pasted from the Zenimax report:Operating System: Windows 10 Home 64-bit (10.0, Build 10586) (10586.th2_release_sec.160422-1850)
Language: English (Regional Setting: English)
System Manufacturer: To Be Filled By O.E.M.
System Model: To Be Filled By O.E.M.
BIOS: BIOS Date: 09/16/13 21:54:02 Ver: 04.06.05
Processor: Intel(R) Core(TM) i7-4770K CPU @ 3.50GHz (8 CPUs), ~3.5GHz
Memory: 8192MB RAM
Available OS Memory: 8122MB RAM
Page File: 4872MB used, 4721MB available
Windows Dir: C:\WINDOWS
DirectX Version: 12
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
Miracast: Not Available
Microsoft Graphics Hybrid: Not Supported
DxDiag Version: 10.00.10586.0000 32bit Unicode
DxDiag Notes
Display Tab 1: No problems found.
Sound Tab 1: No problems found.
Sound Tab 2: No problems found.
Sound Tab 3: No problems found.
Input Tab: No problems found.
DirectX Debug Levels
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)
Display Devices
Card name: NVIDIA GeForce GTX 770
Manufacturer: NVIDIA
Chip type: GeForce GTX 7700 -
xlWASP✭Hey 888,
Have you tried the Windows Compatibility settings for the 32 or 64 .exe? I never seem to have luck with the built-in Windows OS Compatibility options but you might have luck.
Also, you system seems like a common build -- i7, GTX 770, etc. So nothing pops as out-of-the-ordinary. Leaves me to think it could be the most recent GTX drivers are causing you issues. Maybe roll back a few patches?
Try rolling back to DirectX11?
The only other thing I can think of is your hard drive... solid state? I actually have ESO installed on an external through USB 3.0 with no hiccups. So, I doubt it's a hard drive issue...
Just trying to throw ideas at ya...
Good luckTemplar, Champion 130+ PC NA0 -
888and888✭✭✭Hey 888,
Have you tried the Windows Compatibility settings for the 32 or 64 .exe? I never seem to have luck with the built-in Windows OS Compatibility options but you might have luck.
Also, you system seems like a common build -- i7, GTX 770, etc. So nothing pops as out-of-the-ordinary. Leaves me to think it could be the most recent GTX drivers are causing you issues. Maybe roll back a few patches?
Try rolling back to DirectX11?
The only other thing I can think of is your hard drive... solid state? I actually have ESO installed on an external through USB 3.0 with no hiccups. So, I doubt it's a hard drive issue...
Just trying to throw ideas at ya...
Good luck
I've just realized I still had to answer this post.
I'm basically forced to use the 32bit client, it's working good enough with only a few random crashes after the DB patch, the 64bit still crashes a few seconds into the game.
I've tried a lot of different drivers, both audio and video, but I haven't noticed any difference, no way I'm gonna to roll back to DX11, my pc is working fine with every game/application except ESO
I don't think it's an HD/RAM issue, as I've run some diagnosstics tool and I've reinstalled my system from scratch because I wasn't that happy with the Windows 10 automatic upgrade process.
Most probably it's an ESO 64bit issue with my graphic/sound card and I'm afraid I can't solve it until I buy a new PC.
To be honest, the most disappointing thing is the poor service we get from the customer support, they just throw a default, bot-like answer to us. Are they true robots?0