[FAQ] Troubleshooting & contacting support

[larian_octaaf]

[FAQ] Troubleshooting Dragon Commander & support
Known issues:

1) Issue: The game does not start up and you have a desktop resolution of 1600x900 (or similar 16:9 screen):

Temporary solution A: Start up the game in windowed mode.
download this file:
http://www.larian.com/graphicSettings.lsx

And place it in ..\Documents\Larian Studios\Dragon Commander\
If these folders do not exist, create them manually.

You can now start the game and set it to the windowed resolution of your choice.

Temporary solution B: delete all files in ..\Documents\Larian Studios\Dragon Commander\
This will reset all config and graphics options to default.

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2) When going to combat, the game crashes

Temporary solution A: Set your graphics settings to medium or lower. Texture quality should be medium or lower.

Temporary solution B: if you are playing on a laptop with both intel HD onboard graphics and a mobile graphics card, set your preferred graphics processor to the NVIDIA or AMD card instead of onboard intel.
http://lnv.gy/19KJdI6

When the latest drivers are installed for Intel HD 3000 and above, the game should run on lowest settings.
But in essence, these onboard graphics solutions are not powerful enough to run the game well, so there is always a possibility of issues popping up.

Possible solutions are:
- installing the latest drivers for the Intel HD onboard graphics adapater.
- If you have a secondary graphics card (Nvidia or AMD), you can set it as the primary graphics adapter in the settings of the drivers.
This will allow the game to work faster and possibly without crashing to desktop on loading the combat levels.

If the issue persists, send a mail to [e-mail]

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3) Issue symptoms:
- one third of the screen is white
- you have graphics artifacts/sorting issues
- you have font problems (words missing or letters missing)
- you have very low framerate in the interface or in combat

solution: do not force Anti-Aliasing in your driver settings for our application. Set it to default 3D settings or set it to "application controlled". Do not override AA settings via drivers.

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4) Graphine asserts or list.h asserts when in combat:

Please install these two .dll files?
http://www.larian.com/grGranite.zip

Please extract these files into the following folder:
For steam default installed versions: C:\Program Files (x86)\Steam\steamapps\common\Divinity Dragon Commander\Shipping

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5) where are the imperial edition files ?

You can find them in C:\Program Files (x86)\Steam\steamapps\common\Divinity Dragon Commander\Imperial edition

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6) The game crashes after the first loading screen when starting up the game.

Solution: There is probably a corrupted savegame being loaded in. Go to ..\Documents\Larian Studios\Dragon Commander\Savegames and delete all savegames. You can also first backup your savegames first by cutting and pasting them somewhere else. The corrupted savegame is most likely an autosave.

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7) heavy mouse input lag on machines with lowend GPU or onboard solutions:

Set this option :
"RenderDeferred" to 0 in the ..\Documents\Larian Studios\Dragon Commander\graphicSettings.lsx

To do this, find
<attribute id="MapKey" value="RenderDeferred" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="1" type="4" />

and change it to
<attribute id="MapKey" value="RenderDeferred" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="0" type="4" />

Then save the file. The only thing that changed is the 1 to 0 on the bottom line.

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****************************** Contacting support:

If you encounter difficulties installing or running Divinity: Dragon Commander, do not hesitate to contact our technical support department by email or via the official forum.

Before contacting support, we suggest that you first check our technical support forums: http://www.larian.com/forums/ubbthreads.php?ubb=postlist&Board=59&page=1

Should this not help you, please download and run the following support tool: http://www.larian.com/DDC_SupportTool.exe , which
will create a diagnostic report.
Please send the report.zip generated by the tool to [e-mail] together with the following information:

* Name of the game
* language
* game version (visible in the ingame menu)
* platform (steam, gog.com, larianvault.com)
* Type of problem (In order to help you most effectively please describe the problem as clearly as possible)
* When does this problem occur?

If you have tried suggestions above and the game is crashing, please provide the following info as well:
- press start , then enter "event viewer" into the input box
- a window will open with "windows logs" on the left upper side, press this
- in this list, dragon commander should be present with an error icon and text next to it, click that
- please provide all information under the "general" section at the bottom of the event viewer (starting with "Faulting application name...")

[Liberty Belle]

The modified graphics settings file does not work for me. In fact, it made everything worse. Now I have a gameoverlayui.exe persisting in my processes, along with the dragon commander executable and every attempt at task killing these has no effect whatsoever, leaving a hard reboot the only option.

The kicker to this is: Everything worked fine for me in beta.

[CongoKim]

please remove beta from my library

[larian_octaaf]

Originally posted by Ghostie:

The modified graphics settings file does not work for me. In fact, it made everything worse. Now I have a gameoverlayui.exe persisting in my processes, along with the dragon commander executable and every attempt at task killing these has no effect whatsoever, leaving a hard reboot the only option.

The kicker to this is: Everything worked fine for me in beta.

The game is not working for you right now? As in, not starting up?
Could you send us the report.zip generated by our support tool ?
http://www.larian.com/DDC_SupportTool.exe

What you could do, is delete the entire \documents\larian studios\ folder, as this resets everything when you start the game again.

[Dah Pink Knight]

There doesnt exist a Larian studios folder for those on steam

[larian_octaaf]

It doesn't exist if the game crashes on startup. It creates this folder when the game starts succesfully.

[Jack Dandy]

It keeps crashing mid-combat for me, depsite working fine in the beta.. Should I download and use the report tool thing?

[larian_octaaf]

have you tried this :

2) When going to combat, the game crashes

Temporary solution A: Set your graphics settings to medium or lower. Texture quality should be medium or lower.

Temporary solution B: if you are playing on a laptop with both intel HD onboard graphics and a mobile graphics card, set your preferred graphics processor to the NVIDIA or AMD card instead of onboard intel.
http://lnv.gy/19KJdI6

or:
Temporary solution B: delete all files in ..\Documents\Larian Studios\Dragon Commander\
This will reset all config and graphics options to default.

If the issue persists, send a mail to [e-mail]

[Dah Pink Knight]

Originally posted by LAR Octaaf:

It doesn't exist if the game crashes on startup. It creates this folder when the game starts succesfully.

Well that means that the game i downloaded cant create this file then?

[Jack Dandy]

okay will do that

[Liberty Belle]

Originally posted by LAR Octaaf:

The game is not working for you right now? As in, not starting up?
Could you send us the report.zip generated by our support tool ?
http://www.larian.com/DDC_SupportTool.exe

What you could do, is delete the entire \documents\larian studios\ folder, as this resets everything when you start the game again.

The game does start, but I'm staring at a black screen, with the game's cursor being displayed. I can move the cursor around just fine but even after waiting 10 minutes (timed.) the black screen makes no attempt at becoming a workable game.

To try and alleviate any issues on my end after I preloaded this game through steam, I verified game cache and even reinstalled it. I've installed the provided, modified graphics settings file, which launches the game in a window but it still results in a black screen that refuses to entertain me with dragons.

I've deleted the Larian folder in the my documents section as well, started the diagnostic tool and got the error: Installation path not found. When directed at the installation path, it continues to feign ignorance. After waiting another ten minutes for the green progress bar of your tool to actually progress, I sat down, had a lovely cup of jasmine tea and wrote this post.

Is there anything else I could try that I haven't yet? Other than waiting for a miraculous patch to materialise from the internets, that is?

[larian_octaaf]

Hi Ghostie,

Could you post the folder where steam has installed the game?
For me it's in C:\Program Files (x86)\Steam\steamapps\common\Divinity Dragon Commander

[Jack Dandy]

If it helps, here is the error it gives me when crashing in battle

http://imgur.com/9FQxRGB

[Djeez]

Hi. I had a problem with singleplayer company. Game was crushed on intro movie. If i'd skip move, game crashed when loading after Raven movie The single and network battle was worked fine
It's really strange, but this "2) When going to combat, the game crashes ..... set your graphics settings to medium" help to slove my problem. Just want to let you know :)

[Mighty Annihilator]

The game crashes sometimes, on loading screens and in battle (battle shown error of "assertion failed" somewhere in list.h)

Also, what is it your game doing that can load up a core2duo to 100% constantly? I mean, I know it's not new, but it's rarely the bottleneck in current games, out of my experience.

[Liberty Belle]

Originally posted by LAR Octaaf:

Hi Ghostie,

Could you post the folder where steam has installed the game?
For me it's in C:\Program Files (x86)\Steam\steamapps\common\Divinity Dragon Commander

My installation is in D:\Games\Steam\steamapps\common\Divinity Dragon Commander