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All 4 Mutants
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From the Facebook page

Recently I was on there saying the character creator is crashing my computer. I mean all the way to a black screen with no response and had to restart it. I was told by the page moderator to post my experience and see what the devs can do to fix or I can fix on my end.

Evolution is key. And mutants are key.

warlocc
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I think this is the first

I think this is the first someone's reported a total crash like that. What are your system specs? At what stage did the builder crash? Are you on the latest update?

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Iathor
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Also, which screen did the

Also, which screen did the crash happen on? Intro splash, menus, character editor, powers editor, or island?

I've seen a few crashes like that during development, due to bad objects totally confusing the GPU, but I haven't heard of it happening on either platform in the released version. When that happens there's generally some weird flashing triangles on the screen before things go totally dead, would be useful to know if something similar is happening.

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All 4 Mutants
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Iathor wrote:
Iathor wrote:

Also, which screen did the crash happen on? Intro splash, menus, character editor, powers editor, or island?

I've seen a few crashes like that during development, due to bad objects totally confusing the GPU, but I haven't heard of it happening on either platform in the released version. When that happens there's generally some weird flashing triangles on the screen before things go totally dead, would be useful to know if something similar is happening.

OI got into the creator, tinkered around with some of the features, got to the powers menu and my screen went blank and my computer refused to respond. So I had to hard reset and my system came back up. Did it a second time, only to not finish the character when it went blank again.

Evolution is key. And mutants are key.

All 4 Mutants
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warlocc wrote:
warlocc wrote:

I think this is the first someone's reported a total crash like that. What are your system specs? At what stage did the builder crash? Are you on the latest update?

I have a mid level PC. Got into the creator, tinkered around with some of the features, got to the powers menu and my screen went blank and my computer refused to respond. So I had to hard reset and my system came back up. Did it a second time, only to not finish the character when it went blank again.

Evolution is key. And mutants are key.

Lothic
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That's certainly a strange

That's certainly a strange point for a computer to "lock up" but at least it was repeatable which often does help the Devs determine the problem. It sounds like you're dealing with a unique driver/GPU situation. As the others have implied I'd at least make sure you're using the latest graphics drivers for your hardware. Doing that actually "fixes" a large majority of things like this.

CoH player from April 25, 2004 to November 30, 2012

Iathor
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All 4 Mutants wrote:
All 4 Mutants wrote:

I have a mid level PC. Got into the creator, tinkered around with some of the features, got to the powers menu and my screen went blank and my computer refused to respond. So I had to hard reset and my system came back up. Did it a second time, only to not finish the character when it went blank again.

That's definitely a strange place for it to crash; the powers screen is probably the least complex screen we have, and it doesn't use anything that wasn't previously done in the character editor, except for some basic UI code. Hmm....

Okay, a few more pieces of information would be helpful:

- Amount of RAM, and the specific graphics card you have; there's a way to get a text dump of all the system info on Windows, but I'm a Mac guy and don't know the proper incantation. If someone Windows-oriented could help, I'd appreciate it.

- Does it show the powers screen and then just crash right away, or only after you click on stuff? If the latter, what were you clicking on?

Given that this is a hard machine freeze, my strongest suspicion is that the graphics driver is the problem. Another possible area is insufficient RAM, but I would normally expect that to only crash the program, not hang the computer. But there might be an edge case when it's in the process of setting up a graphics update that doesn't get finished right due to running out of memory.

Checking that your graphics driver is up to date is definitely a good idea, if you can do that.

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warlocc
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Iathor wrote:
Iathor wrote:

If someone Windows-oriented could help, I'd appreciate it.

Windows Key + R opens the "Run" window.
Type in dxdiag and hit enter.
Then either click the "Save All Information..." button near the bottom right, or take a couple screenshots of the System and Display tabs.

That'll tell us exactly what kind of system and what kind of drivers.

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All 4 Mutants
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My system

My system

Operating System: Windows 10 Pro 64-bit (10.0, Build 19042) (19041.vb_release.191206-1406)
Language: English (Regional Setting: English)
System Manufacturer: System manufacturer
System Model: System Product Name
BIOS: 4801 (type: UEFI)
Processor: AMD Ryzen 7 3700X 8-Core Processor (16 CPUs), ~3.6GHz
Memory: 16384MB RAM
Available OS Memory: 16320MB RAM
Page File: 15381MB used, 3755MB available
Windows Dir: C:\WINDOWS
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 96 DPI (100 percent)
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
DirectX Database Version: 1.0.8
DxDiag Version: 10.00.19041.0928 64bit Unicode

Card name: Radeon (TM) RX 480 Graphics
Manufacturer: Advanced Micro Devices, Inc.
Chip type: AMD Radeon Graphics Processor (0x67DF)
DAC type: Internal DAC(400MHz)
Device Type: Full Device (POST)
Device Key: Enum\PCI\VEN_1002&DEV_67DF&SUBSYS_34131462&REV_C7
Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|

Evolution is key. And mutants are key.

Iathor
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Thanks. I'm not seeing any

Thanks. I'm not seeing any obvious red flags in there, though the Windows experts might spot something. The only thing I'm noticing is the card is a bit on the old side, but we've run on other stuff from that period with lower specs, like my old MacBook, which had an AMD mobile GPU from about the same time, with the same amount of GPU DRAM, so I don't think that's the issue.

The one thing I wonder about in those specs is the low amount of free page file space, but I don't know how Windows manages its paging. Running out of pager space can be pretty catastrophic, though. I'm only noticing this based on general experience with operating system kernels, and not any specific understanding of Window's pager or how it should be configured.

About the only thing I can suggest at this point is see if you can update the AMD Radeon driver. This does sound like a fairly classic driver kind of hangup, at least, since nothing else here looks like a problem, and out of date drivers are a common source of issues.

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All 4 Mutants
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I tried to recreate the

I tried to recreate the situation, making sure the drivers were updated and was current. No new drivers needed at this time. Going into it again with the game and got similar results, however this time it shut down my video card and had to reinstall the drivers to get it working again. All I can think of perhaps a new card, because it cannot handle a 480 perhaps.

Evolution is key. And mutants are key.

Lothic
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I did a super-quick google

I did a super-quick google search and found that the "Radeon RX 480 Graphics" GPU was described as a "budget" level card back in 2016. I would think such a card might have a few more years worth of usefulness but it might also be on the "hairy edge" of being relatively obsolete. At the very least that card is not getting any younger and it might be worth upgrading at this point.

I myself have a couple of older machines that are roughly 8 to 10 years old that I don't even intend to try running CoT on. I'm only going to run it on the new desktop I got earlier this year.

CoH player from April 25, 2004 to November 30, 2012

StellarAgent
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Heh, my PC is 8 years old. I

Heh, my PC is 8 years old. I've upgraded the video card a couple of years ago so that I could play the Mass Effect series. Just recently upgraded the RAM and hard drive (it was starting to fail from old age, like me). I have had no issues yet with the AB.

Off the top of my head my machine uses the i7-970 cpu and a nVidia 960(?) and 16gigs of RAM. The RAM upgrade is a godsend.

Iathor
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All 4 Mutants wrote:
All 4 Mutants wrote:

I tried to recreate the situation, making sure the drivers were updated and was current. No new drivers needed at this time. Going into it again with the game and got similar results, however this time it shut down my video card and had to reinstall the drivers to get it working again. All I can think of perhaps a new card, because it cannot handle a 480 perhaps.

When you checked for new drivers, was that with the AMD card manager app, or did you check the website directly? I seem to recall reports that the website sometimes has newer drivers that the AMD app doesn’t install. I’ve also had similar issues with my AMD drivers.

As far as the card crashing and needing to reinstall the drivers to get it running, that’s very weird. There should be no way for a user program to mess up the drivers. As far as I know, we don’t even have any way of changing driver configuration settings, except while the program is running. It shouldn’t be able to affect the system-level Radeon driver settings at all, as far as I know, so I would expect a reboot to clear any problems caused by the AB running.

I note that when I updated my Radeon driver about a year ago, it actually totally trashed my Windows installation, and I had to reinstall everything from scratch. So I’m wondering if the Radeon driver installation was messed up somehow. My own experience doesn’t give me great confidence in their software....

So far, this is the only report of its kind, I believe. Though it seems like the majority of our players on Windows are using NVidia cards, so we may not have a big sample of AMD GPUs.

I’m not sure what to suggest at this point, other than to check the website directly for a newer driver, if you previously checked using the Radeon manager app. It’s also possible that things may work after your driver re-install, if the prior install was partially broken, which I strongly suspect, from the behavior you saw.

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Iathor
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Hmmm... one other thing I can

Hmmm... one other thing I can think of: it’s possible there might be some kind of corruption in the DirectX part of Windows that controls the Radeon driver. Unfortunately I can’t offer any ideas about how to detect or fix that, being pretty ignorant of Windows stuff. I don’t really want to suggest reinstalling Windows, since that’s a really major pain.

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All 4 Mutants
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UPDATE: It would appear it

UPDATE: It would appear it was my video card and it "died" forcing me to get a new one. I appreciate the feedback and help you all have given me. Tested it on the character creation and it did not crash or any technical problems on my end.

Again I appreciate the help you have given.

Evolution is key. And mutants are key.

Iathor
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I'm very glad it's working

I'm very glad it's working now. People having problems with the game, especially if they're system-configuration-related, are always worrisome since it's very hard to test on a lot of configurations, and especially so when it's just a bunch of volunteers who can really only test on their own hardware. Community feedback is therefore exceptionally critical for us, as is trying to determine the root causes and fix them, if they're in the game.

Thanks for following up!

Tech Team