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Game doesn't launch after splash screen

liam.dou 6 months ago in Crash updated by Lee "Noontide" Moon (Designer & Community Manager) 5 months ago 9

Core Information

  • Specify your platform - Surface Pro 7 (i5 258GB
    • OS - Windows 10 64bit
      • Ram - 8GB
      • CPU - i5-1035G4
      • GPU - Intel® Iris™ Plus Graphics
  • Specify the build you are using (there will be a timestamp visible on the main menu)
    • Cannot tell, cannot get to main menu. 4/7/2020 version
  • Include as much information as possible (what map you were on, screenshots, videos, etc)
    • Launched game via steam, splash screen comes up, disappears, then nothing happens.
  • Include an output log, crash report or launcher log as required (see below for info)
  • Specify any troubleshooting steps you've already undertaken
    • Found and looked through output log
    • Checked M$ VC redistro 2008, 2010, 2012, 2013, 2015 are installed
    • Checked .NET 4.0 x64 is installed. 
    • Tried to install .NET Framework 4.5.2 suggested in another thread but could not, ".NET Framework 4.5.2 or a later update is already installed on this computer."
    • Checked required specs. Surface Pro 7 gfx card only has onboard RAM of 128MB. Tested on another laptop that also has only 128MB onboard RAM on gfx card, runs just fine.
  • Search the Bug Tracker for any similar or identical open reports, if one exists comment there instead of opening a new ticket
    • Did that.
Game Version:
Steam Public
Platform:
Windows
10th-Gen Mobile Intel CPU - Splash Screen Crash
Pending Customer

Hi Liam.Dou,

Sorry to hear you're having issues with the game not launching beyond the splash screen. Reviewing the output log it seems as though the Unity Engine does begin to boot but for whatever reason it seems it hangs at some point in the process and does not proceed any further. Pretty odd, it's not the first time I've seen this issue recently but I've had trouble getting reports from other affected users so I've yet to be able to determine a common cause.

My current suspicion is that the issue lies with users on non-gaming laptops which do not have discrete Nvidia or AMD GPUs and instead use Intel inbuilt graphics. While the game does run on some deployments of Intel graphics there are known issues with the UI MIddleware (Coherent) and Intel cards, which is why we recommend against them in our System Requirements . The steps you have taken so far are all correct, if possible I'd ask to ensure that your GPU's drivers are up to date as well.

I wonder if you could send me a full dxdiag report for both your affected system and the system where the game runs. Additionally can you send me an output log for the system that the game runs on so I can compare these?


Thanks,


Lee

Ah drat, I did save an output of the dxdiag from the laptop where the game functioned, but I was in the process of wiping it and backing up various files before I send the laptop back to my company, and did not retrieve the dxdiag report before shipping it out. I'm sorry =/

I do have the output log and launcher logs from that laptop though. 

I have run various games on other "non-gaming" laptops with integrated intel cards, but they were likely not Iris. I suspected as you did that maybe this "deployment" of Intel integrated chip/card is the culprit.

I also do have the dxdiag from the laptop where the game did not "function" (Surface Pro 7 - SP7). Can confirm on the SP7 the gfx card driver was up to date

Dxdiag from Surface Pro 7 (where it did not run past splash screen): DxDiag from non-functioning laptop.txt

Output log and launcher log from laptop where game did work:

output_log.txt

War for the Overworld Launcher Log.txt

Hi Liam.dou,

Sorry to keep you waiting. As it stands this issue is still eluding me, though as mentioned you're not alone in being affected and I'm hoping to identify a common cause for all users who are suffering this. 


I want to confirm that the behaviour is as follows:


  1. You launch the game on Steam, the splash screen appears
  2. After a few moments the splash screen disappears but WFTO itself never appears. There is no WFTO program on the taskbar or in task manager. The process just ends.

Can you also try launching WFTO.exe and WFTOGame.exe separately from the game's folder. Just to see if the behaviour is any different. In particular WFTOGame.exe is the game itself, while WFTO.exe is the initial booter program which is meant to launch the game once it's done.


Finally can you confirm if you're running any Anti Virus programs or similar. If so which ones are you running and can you try adding both exes to your exceptions, if that fails try adding the whole folder to the exceptions.


Cheers,


Lee

    Hi Liam, 

    Just checking in to see if there's been any developments on this. To give you an update on our side we're currently operating on the assumption that this is caused by the latest Intel Iris chips in the new 10th Gen Intel CPUs. As only users with Iris are affected. 

    In addition to what I dropped in above could you also try the Intel Driver update tool to see if we get anything from that? 


    Unfortunately if nothing comes of the above we may be at the end of potential workarounds and we will need to proceed with our investigations into other long-term solutions. Unfortunately that means the issue will probably not be resolved for some time, if we ever can. So we can only advise in that case you seek a refund from Steam and indicate the issues you've faced and that you've been working with us to try and troubleshoot the issue.


    Thanks,


    Lee

    Hello Lee,

    Apologies for the delayed response, I appreciate the follow-up.

    I forgot to say in the very first post, I had already tried both executables, to no joy. I put an exception to the Steam folder with the AV (Windows default Defender), no effect.

    I've tried the driver update tool you suggested, same effect (splash screen, executable appears in taskbar and taskmgr briefly for a couple seconds, then disappears).

    Regarding long term solution and refund, I understand, thank you for the guidance and troubleshooting. You may close this ticket if need be.

    Hi Liam,

    One more thing occurred to me as a potential workaround overnight though I can't say how feasible it is as the tech behind the 10th gen Intels are new to me. If our suspicions are correct that it is indeed related to the integrated graphics we could try disabling that in one of two ways.

    1. We could try disabling the Intel Iris display adaptor in device manager (if present). Then try launching the game again.
    2. If that doesn't seem to make any difference. There'll probably be a bios option to disable integrated graphics entirely. 

    I have no idea if those options would make a difference. But it seems worth a shot, naturally I'd have to advise you're careful when fiddling with these settings as they can yield some pretty undesirable results.


    If you have yet to process the refund request please give that a go. If you've already processed the refund then just let me know.

    Thanks,

    Lee

    Hi Liam,

    Scratch that. I had mixed up your system specs with another affected user who actually has a dedicated GPU as well. Please do not try disabling your display adapter or bios settings for Iris, as I believe that would leave you without any GPU enabled!

    At this point we've certainly exhausted our troubleshooting options. So yes please proceed with the refund. 

    In the meantime I'll be leaving this ticket open as it is an unresolved issue and I'll post any updates here.

    Cheers,

    Lee