Cinematics not displaying on PC

Lokisbjorn

The cinematics do not display. Also, the bethesda and Zenimax logos at loadtime do not disiplay. Both have audio. I am not having video problerms elsewhere. This started occuring after the patch before th emost recent one...I dont know how to access version numbers to get you that info. I also ran WoW, since it is developed on the same system and the cinematics display just fine there. I have been having a lot of crash/freeze/BSOD issues, pretty much since I first installed the game a year and a half ago. THey used to be sporadic, but since that patch, the game will mostly just freeze my system about every 30 mins or so. I get the occasional BSODs and, VERY rarely, your crash detector pick it up before it crashes the system, so bug reporting though that mechanism is not reliable. Sometimes it doesn't even make it through the loading process. I have run SFC and DISM and checked my memory. I checked the hard drives to make sure the drivers are all up to date. I check the GPU drivers every time I log in to play to make sure they are up to date, as well as windows update. Minion keeps add ons up to date automatically now. I have pretty much gone through every troubleshooting step given for the game and Windows with no change. I have also run the game repair utility both directly from the executable and via the launched through steam.

I love the game, but I cant participate in group play as I can not be sure it wont crash and knock me out of whatever I am doing and leaving the party hanging, plus it just makes the game pretty unplayable at times.

Here is my sys info:

OS Name Microsoft Windows 10 Pro
Version 10.0.19043 Build 19043
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Manufacturer Home built
System Model To be filled by O.E.M.
System Type x64-based PC

Processor AMD FX(tm)-9590 Eight-Core Processor, 4716 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 0212, 7/18/2016
SMBIOS Version 2.7
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer ASUSTeK COMPUTER INC.
BaseBoard Product SABERTOOTH 990FX R3.0
BaseBoard Version Rev 1.xx
Platform Role Desktop
Secure Boot State On
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume2
Locale United States
Hardware Abstraction Layer Version = "10.0.19041.1151"
Installed Physical Memory (RAM) 32.0 GB
Total Physical Memory 31.9 GB
Available Physical Memory 23.4 GB
Total Virtual Memory 36.6 GB
Available Virtual Memory 24.3 GB
Page File Space 4.75 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and device is not Modern Standby, Un-allowed DMA capable bus/device(s) detected, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes
Hard Drives:

Drive C:
Description Local Fixed Disk
Compressed No
File System NTFS
Size 464.69 GB (498,962,288,640 bytes)
Free Space 375.41 GB (403,091,419,136 bytes)
Description Disk drive
Manufacturer (Standard disk drives)
Model ST2000DX002-2DV164
Bytes/Sector 512
Media Loaded Yes
Media Type Fixed hard disk
Partitions 1
SCSI Bus 1
SCSI Logical Unit 0
SCSI Port 0
SCSI Target ID 0
Sectors/Track 63
Size 1.82 TB (2,000,396,321,280 bytes)
Total Cylinders 243,201
Total Sectors 3,907,024,065
Total Tracks 62,016,255
Tracks/Cylinder 255
Partition Disk #1, Partition #0
Partition Size 1.82 TB (2,000,396,746,752 bytes)
Partition Starting Offset 1,048,576 bytes


Drive
Description Local Fixed Disk
Compressed No
File System NTFS
Size 223.57 GB (240,054,693,888 bytes)
Free Space 14.77 GB (15,855,546,368 bytes)
Description Disk drive
Manufacturer (Standard disk drives)
Model Samsung SSD 850 EVO 500GB
Bytes/Sector 512
Media Loaded Yes
Media Type Fixed hard disk
Partitions 4
SCSI Bus 0
SCSI Logical Unit 0
SCSI Port 0
SCSI Target ID 0
Sectors/Track 63
Size 465.76 GB (500,105,249,280 bytes)
Total Cylinders 60,801
Total Sectors 976,768,065
Total Tracks 15,504,255
Tracks/Cylinder 255
Partition Disk #0, Partition #0
Partition Size 450.00 MB (471,859,200 bytes)
Partition Starting Offset 1,048,576 bytes
Partition Disk #0, Partition #1
Partition Size 100.00 MB (104,857,600 bytes)
Partition Starting Offset 472,907,776 bytes
Partition Disk #0, Partition #2
Partition Size 464.69 GB (498,962,292,224 bytes)
Partition Starting Offset 594,542,592 bytes
Partition Disk #0, Partition #3
Partition Size 523.00 MB (548,405,248 bytes)
Partition Starting Offset 499,557,335,040 bytes

Drive E:
Description Local Fixed Disk
Compressed No
File System NTFS
Size 1.82 TB (2,000,396,742,656 bytes)
Free Space 1.19 TB (1,307,933,528,064 bytes)
Description Disk drive
Manufacturer (Standard disk drives)
Model KINGSTON SV300S37A240G
Bytes/Sector 512
Media Loaded Yes
Media Type Fixed hard disk
Partitions 1
SCSI Bus 2
SCSI Logical Unit 0
SCSI Port 0
SCSI Target ID 0
Sectors/Track 63
Size 223.57 GB (240,054,796,800 bytes)
Total Cylinders 29,185
Total Sectors 468,857,025
Total Tracks 7,442,175
Tracks/Cylinder 255
Partition Disk #2, Partition #0
Partition Size 223.57 GB (240,054,697,984 bytes)
Partition Starting Offset 1,048,576 bytes

Drive F:
Description CD-ROM Drive
Media Loaded No
Media Type DVD Writer
Name HL-DT-ST BD-RE BH16NS40
Manufacturer (Standard CD-ROM drives)
Status OK
Transfer Rate -1.00 kbytes/sec
SCSI Target ID 0
PNP Device ID SCSI\CDROM&VEN_HL-DT-ST&PROD_BD-RE__BH16NS40\4&FA535C2&0&030000
Driver C:\WINDOWS\SYSTEM32\DRIVERS\CDROM.SYS (10.0.19041.1266, 171.50 KB (175,616 bytes), 9/30/2021 9:07 PM)


Video:
Name Radeon RX 570 Series
PNP Device ID PCI\VEN_1002&DEV_67DF&SUBSYS_C5701682&REV_EF\4&14E8F4CB&0&0010
Adapter Type AMD Radeon Graphics Processor (0x67DF), Advanced Micro Devices, Inc. compatible
Adapter Description Radeon RX 570 Series
Adapter RAM (1,048,576) bytes
Installed Drivers C:\WINDOWS\System32\DriverStore\FileRepository\u0372402.inf_amd64_ac618ec7b5ee5b9e\B372333\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0372402.inf_amd64_ac618ec7b5ee5b9e\B372333\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0372402.inf_amd64_ac618ec7b5ee5b9e\B372333\aticfx64.dll,C:\WINDOWS\System32\DriverStore\FileRepository\u0372402.inf_amd64_ac618ec7b5ee5b9e\B372333\amdxc64.dll
Driver Version 30.0.13025.5005
INF File oem19.inf (ati2mtag_Polaris10 section)
Color Planes Not Available
Color Table Entries 4294967296
Resolution 1920 x 1080 x 60 hertz
Bits/Pixel 32
Memory Address 0xC0000000-0xFFFFFFFF
Memory Address 0xD0000000-0xD01FFFFF
I/O Port 0x0000E000-0x0000E0FF
Memory Address 0xFEA00000-0xFEA3FFFF
IRQ Channel IRQ 4294967293
I/O Port 0x000003B0-0x000003DF
I/O Port 0x000003C0-0x000003DF
Memory Address 0xA0000-0xBFFFF
Driver C:\WINDOWS\SYSTEM32\DRIVERSTORE\FILEREPOSITORY\U0372402.INF_AMD64_AC618EC7B5EE5B9E\B372333\AMDKMDAG.SYS (30.0.13025.5005, 76.77 MB (80,502,832 bytes), 10/15/2021 1:39 AM)

Attached is the Game Consultant report. Thanks in Advance!!

Lokisbjorn

ZOS_Bill

@Lokisbjorn

Have you gone through all the steps in the link below?

What do I do if ESO is crashing with the error "ESO has stopped working"?

Lifekills

I've encountered same issue. PC Steam.

The root cause of this issue is Multithreaded rendering option. When you enable it you get bug you described, instead of cinematics you will get only audio with flashing lights (and this is potentially dangerous for some photosensitive people, and I don't see any epilepsy warning)

I was able to get cinematics to working again with disabling Steam overlay. It's really stupid thing to do because I can't take screenshots to my steam library with F12 but it just works like one wise man said.

But it seems this is not solution to everyone. My friend plays game on PC but not on Steam. IF he enable multithreaded rendering option he get same issue with bugged cinematics, but obviously he cannot turn off steam overlay.

I created ticket about issue and gave my feedback.

Lifekills

Also my game crashes every time accodring to windows event viewer EVERY time I hit QUIT button.

ZOS_Bill

@Lifekills

Do you have your support ticket number?

We can check to ensure it was received and in the correct queue.