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Completed - Resolved

Restarts computer

CMDR Bill Paxton Před 3 roky aktualizováno Před 3 roky 36

Just installed the game. Tried first play through of Campaign and around the first wave of enemy coming in, my computer reboots.

Game Version:
Steam Public
Platform:
Windows

I tried multiple times, and it just reboots every time, can't get past the very beginning of the campaign without it causing my computer to reboot.

output_log.txt

War for the Overworld Launcher Log.txt

Windows 7 Pro 64bit
32GB RAM
Intel i7-4790K
GeForce 980 Ti (driver 373.06)

Samsung 850 Pro SSD

CPU hottest 44C
GPU hottest 81C


WFTO Build 1.4.2f9

Tried "Verify Integrity of Game Cache" in Steam Local Files tab.


Just played almost 3 hours of Battlefield 4 with no problems today.

Other games I have installed that have no issue are the new Doom, Elite Dangerous, XCOM 2, Civilization V, Wolfenstein the New Order, and FarCry Primal. All these games run Flawless.

Don't believe it to be a hardware problem.


Under Review

Hello CMDR,
such issues are normally not caused by games itself but by an issue with the hardware configuration, which only occur when the system is under full load.
A shutdown either happens, when the PSU can not supply enough power for all the installed devices or when the cooling is not working to full extent, which can cause an emergency shutdown because of overheating.

When the PSU is too weak one can only get a better one or disable/remove power hungry devices.
Cooling issues are either caused by dusty fans not able to cool as good as usual or by overclocking the system while cooling is not strong enough.

WftO can be quite affording depending on how large maps you play for how long and how big you build.
Your rig looks like a real monster which should have no issues handling the game,
but if PSU or cooling is not strong enough it can run into issues even easier than with less powerful hardware.
It is also hard to compare with the mentioned games as you can go big or small in WftO.
However I have never heard of such problems with the campaign, which is not too heavy in terms of CPU/GPU load.

Did you look into Windows Event Viewer if there are any errors which explain the shut down?
(Type "eventvwr" in run/search bar, under "Windows Logs" -> "System" and "Application", look for red log entries at the exact time it did shut down)

Does it give any pointers?

My Power Supply is a Corsair HX 850.

So I uninstalled the game and re-installed. Got through the 1st tutorial of the campaign. Much farther than I had ever gotten before. Started the 2nd part of the campaign and when the good guys broke through the wall, I summed a rally and then used a lightning spell and the game crashed my computer to a hard reboot.


The event view for Windows Logs / Application shows the following at time 11:44:06:

  • Event filter with query "SELECT * FROM __InstanceModificationEvent WITHIN 60 WHERE TargetInstance ISA "Win32_Processor" AND TargetInstance.LoadPercentage > 99" could not be reactivated in namespace "//./root/CIMV2" because of error 0x80041003. Events cannot be delivered through this filter until the problem is corrected.


The Windows Logs / System shows two items that occurred at time 11:44:05:

  • A timeout was reached (30000 milliseconds) while waiting for the Origin Web Helper Service service to connect.
  • The Origin Web Helper Service service failed to start due to the following error: The service did not respond to the start or control request in a timely fashion.

These are all the items with "Error" at the time of the crash reboot.


Not a Bug

You probably won't find much of use in any logs - If the PC is hard rebooting like you're suggesting then you've got some fairly serious hardware issues. WFTO does stress a number of components which often causes bad hardware to have problems. Take a look at this guide to troubleshoot further: http://www.howtogeek.com/174068/how-to-identify-which-hardware-component-is-failing-in-your-computer/

From your perspective it may look like a hardware issue, but when you see from my view where I play on this computer almost every day and many gaming sessions for hours on end with no problems except when trying to play WFTO, it seems like a specific game problem to me. I'm more than willing to try and figure this problem out as I am a fan of this game and would love to see it work. Will run some Prime95 torture tests and the Windows Memory tester. I will let you know of the results.


In the last few days I have played quite a bit of Battlefield 4 with no problems whatsoever. You can see my battle reports here, look under section "Latest Reports": http://battlelog.battlefield.com/bf4/soldier/0utlaw_Torn/battlereports/440754056/pc/

One round lasted a full hour before the round ended and the next map loaded:

http://battlelog.battlefield.com/bf4/battlereport/show/1/787817217946126272/440754056/


I have logged 2378 hours of gameplay (hours played shown in Steam) in the game Elite Dangerous (which I recently quit playing), and you can even see some of my past recorded PvP gameplay on my youtube channel here:

https://www.youtube.com/channel/UCmg7k4y38TonClD5h659O5A

I also have 166 hours (Steam report) logged in XCOM2 as an example which is a game played from a similar perspective, looking down on your units from above. I haven't seen any problems playing StarCraft 2 either for that matter which also has that game perspective.

If this computer had "Serious" hardware issues, I'm sure it would have shown up while playing some of these other games as well. Will post tests results soon. :-)

Windows Memory Diagnostic test result:

Prime 95 - 2HR run, Zero Errors:

One test you're not covering is what happens when both CPU and GPU are under load - Try running Prime95 and Furmark at the same time.

I just uploaded two videos to my Youtube channel of me playing Battlefield 4 last night. Recorded with Shadowplay. Pretty sure that exercises both CPU and GPU. Check them out:

https://www.youtube.com/channel/UCmg7k4y38TonClD5h659O5A

I will also try your suggestion, as I said, I'm willing to do what we can to try and figure out why WFTO doesn't work properly. Will post the results later. :-)

I ran FurMark at the 1440 preset bench test (my max monitor resolution), results:

Furmark 1440 Bench & Prime95 run at the same time, results:

Hmmm this truly is bizarre, in the absence of obvious hardware faults it's difficult to say what might be happening. If this was a hardware issue as Scott & Stefan surmised then you would expect to see similar results when the PC is placed under strain and as you've demonstrated this appears to not be the case.


One question that hasn't been asked yet is how exactly is your PC rebooting. I.e. Are you seeing a graceful reboot where Windows attempts to shut your programs down one by one or does it simply power down immediately and then start back up? If it's the latter then it would imply that nothing is sending a signal to windows to restart but rather something is causing black screen crash which could still imply hardware faults.


Another hardware test you could run is dumping memtest86 onto removable media and booting it to do a full in-depth test of your memory beyond that which is the Windows diagnostic tools are capable of. You could also try looking for some hard disk diagnostic tools, perhaps straight from the manufacturer as they often offer free tools.


Eliminating a hardware issue would seem to imply some form of Software or OS level issue exists, perhaps an unusual interaction between some other software on your PC and WFTO? It might be worth trying to disable anything else that is running at the time of WFTO and running the game then, or even something deeper in the OS itself. For that I'd suggest the following:


  1. Ensure all your drivers are up to date including unusual ones like network drivers etc.
  2. Try everything in this article: General Crash Troubleshooting just in case. Including uninstalling and reinstalling the game entirely.
  3. Check to see if other Unity based games suffer from similar issues for you
  4. Disable all other application that are running alongside WFTO and Steam including Anti Virus
  5. Disable all unnecessary device drivers via the device manager, disable as much as you can until only the bare necessities are running. See if you get the same result.
  6. As an extreme measure consider a second bootable partition or hard drive with a clean install of Windows just for testing purposes.

Sorry for all this hassle, really wish we could get you in the game but this demonstrates one of the worst aspects of PC Gaming so many moving parts that could interact to create unusual results, now we just have to try and eliminate variables until we find the root cause.

Its a hard reboot, like someone pressing the reset button on the PC while in this game. Playing this game was the first time I saw this happen and the only thing that seems to make this event occur.


Earlier when we where looking at events, the first one logged was that "Origin Web Helper Service". Do you think that is the cause of the reboot or do you think this event is occurring because the system crashed?

I don't think I even had Origin running at the time as this game runs through Steam. Should I maybe try running Origin and have it working then try the game or is this completely unrelated?


In the meantime I will run memtest86 and see what happens there.

Thanks for running all these tests mate - This is a rare case for us so we've got to cover all the bases. Now that we're more or less confident that you don't have a hardware issue the next best thing we can look at is drivers. Could you please ensure that your GPU drivers are up to date?


Further to that, we're releasing a new hotfix patch by the end of this week. It may cover your issue here.

I have the GeForce Experience app installed and it reminds me of updates, so I usually stay pretty current. I just got a prompt tonight for a new update to version 375.63. I just installed it tonight. Looking forward to trying that new patch out.

This is one of the strangest issues we have ever seen.
But what ever is happening here is out of the scope of what our own code can be causing.
However we updated Unity and other middleware since last Patch and we are going to release a new Patch this weekend.
We just hope that this will fix the problem for you (fingers crossed).
Please let us know if it helped, once it is out.

Can you post when the new patch goes live on Steam?

It went live for about 2 hours before we realised a pretty nasty bug had snuck in so the whole thing got rolled back. I'll try and remember to post an update on here for you when the proper patch goes live.

Apparently the new fixed version of the patch was pushed out this morning and should be live now.


Let us know if it's helped with your issue or not :)

I made it into the 4th campaign level before it rebooted. Thought for sure it was fixed. Much better than before, where I couldn't even finish a single level.

That's an improvement at the very least, the next time you get a reboot can you chuck us across a new output log that might indicate if something has changed on our side.


My suspicion is now there must be something happening Unity or Middleware side if you saw an improvement after a patch because we didn't make any changes in our code that were likely to affect you which means that the updates we did to these third party aspects must have brought a change.


@Stefan any thoughts?

Not really as this is a very strange case and we yet have no pointers what is causing this.
But surely it can not be related to our code and since we updated Unity3d and CoherentUI to newest versions it might have helped, yet it should not trigger a sudden reboot no matter what.
We found recently a memory leak in Unity3d when loading from scene to scene which seems to be fixed in newest Beta (which we will update to once out of Beta), but I not sure if it could be related anyhow.
However did you play all 4 levels in one go and have you checked if you get unusually high RAM usages before the game reboots?

I played all 4 in a row. Next time I play, I will check memory usage in task manager occasionally while playing to see how much ram is being used. If it does reboot, I will get the log file and post it as well.

Let us know if there is a high memory usage (> 8GB) before it happens.
If so it might fix it self with Unity 5.5, however it is unsure if it will be ready when we release the next patch version 1.5, but if not it will be patched into version 1.5.1.
if its unrelated to the Unity memory leak we need to investigate further to find the cause.

I ran the game in a window so that I could watch the Windows resource monitor and see how much RAM was being used while playing. Just finished playing campaign level 4 "Shades of Grey". Total memory "in use" was at 7558 MB right at the end of the level, and the exe file WFTOGame.exe was 6,989,004 (kb). Level played flawlessly.

Was playing level 6 "Behind Enemy Lines" and during it, my computer rebooted. Last I looked memory usage for WFTOGame.exe was over 6m, not sure of the exact number.

The new Patch will be available soon.
Would be interesting if the issue will be resolved finally.

Thanks for the update I will check it out and try to get some game time in this weekend and post back my findings here.

Thanks for keeping us updated.
I got another question: Do you play with V-Sync on or off?

I have an Asus PG278Q monitor, so I play with V-Sync on utilizing the monitor and video card nVidia G-Sync capability. Run at 2560x1440 resolution.


More info: I may indeed have a PC hardware issue going on as for the first time in a different game, I had the same thing happen to me that was happening in WFTO. Playing Battlefield 1 last night and the computer monitor went straight to a black screen because the computer rebooted itself. Outside of WFTO I have never seen this happen in another game before. But because I have now experienced it in a different game I believe my PC may have some intermittent issue.


I am leaning towards trying a new power supply out. Even though my Power Supply (Corsair HX 850) should be more than capable to handle this system. I am wondering if maybe the power supply might have an issue or do you think it would be RAM, GPU, CPU or something else? What would you recommend trying first?


If you think power supply, I was considering an EVGA SuperNova G2 850W or 1000W.

If GPU, I would probably upgrade to a GeForce GTX 1070 or 1080.

If RAM, then I would just get another 32GB of DDR3 and replace ALL of the old RAM.


Looking forward to your suggestions.

My best guess is that it maybe an intermittent power supply issue so I installed a new power supply, I went with the EVGA SuperNova 850P2. This is a Platinum rated supply, it got excellent reviews. So far so good, played WFTO for 1hr 3m today, no problems. Played Battlefield 1 last night for several hours no problems. Will play some more WFTO later and update this thread.

Just played another WFTO game for 1hr 53m continuous, no problems so far.

Completed - Resolved

Hi CMDR Bill Paxton,


Great to hear I'm going to close this for now but if you need any further assistance please let us know.


Cheers,


Lee

Thanks, I appreciate your team helping me troubleshoot this problem.