Rise of the Tomb Raider - Support guidelines [Read me first]

[Nixxes_Official]

Hi everyone!

29-01-2016: Important notice:
If your system is having performance issues when playing the game, please adjust your graphics AND display settings. For example; the anti-aliasing settings SSAAx2 and SSAAx4 are very expensive features, so if you are lowering your graphics settings do not forget to set anti-aliasing back to FXAA. Also consider playing at a lower resolution. Doing this helps improve game performance and you might be able to trade back up to a slightly higher graphics settings because of these adjustments.

This notice does not encompass all performance issues, but it will help some of you. Issues are being investigated.



It's an exciting day for us: Rise of the Tomb Raider will be launching, world-wide, on PC today. And we intend for all of you to have a wonderful time playing it.

Unfortunately, we cannot rule out that some of you will be having technical issues trying to play the game, especially on the PC platform, with the large variation of hardware and software configurations that exist.

This forum is primarily intended for users to share their experiences and help each-other to resolve problems. When you post about technical issues that are affecting you, please remember to post in the Technical Sub-forum in either the Steam or Square Enix discussion groups.

Where to get official support

Official support for the game can be contacted via the below links:

Europe: http://support.eu.square-enix.com
America: http://support.na.square-enix.com
Japan: http://support.jp.square-enix.com

For more information on Rise of the Tomb Raider, please visit the official website: www.tombraider.com.

To ensure you can all have a great experience with the game we will have staff from Nixxes monitoring these forums until the 1st of March. However, if you require direct support on your specific issue, please use the above support links.

First things to check before posting

Specifically for PC gamers, before posting, please keep in mind the following things:

1. Install the latest drivers for your graphics card/chipset. Even if you are sure you have up to date drivers, please get the latest from your graphics card manufacturer and install them.

• For NVidia users, please ensure you have the latest driver. We recommend driver version 361.75 or higher. This can be found here: http://www.nvidia.com/Download/Find.aspx?lang=en-us.
  
• For AMD, please install AMD driver 16.1.1. This can be found here: http://support.amd.com/en-us/kb-articles/Pages/AMD-Radeon-Software-Crimson-Edition-16.1.1-Hotfix-Release-Notes.aspx
  
• For Intel, please find the latest drivers here: https://downloadcenter.intel.com/default.aspx please note that we consider the vast majority of Intel GPUs below minimum spec.

2. Please keep in mind the minimum requirements for the game.
Rise of the Tomb Raider is the most advanced Tomb Raider game ever, and if you could run the previous game it does not automatically mean you can run this one (at the highest settings). We designed the game with a lot of bells and whistles for you to turn on, but you should feel quite happy running it without all of them.

The minimum requirements for the game are:

• Minimum OS: Windows 7 64bit (32bit systems are not supported!)
  
• Processor: Intel Core i3-2100 or AMD equivalent
  
• GPU: NVIDIA GTX 650 2GB or AMD HD7770 2GB
  
• RAM: 6GB

At minimum spec we expect you to be able to run the game at 720p/30fps average.

Our recommended spec for 1080p 60fps average is the following:

• Recommended OS: Windows 10 64bit
  
• Processor: Intel Core i7-3770k
  
• GPU: NVIDIA GTX 970
  
• RAM: 8GB

If you are having issues with performance, please refer to our performance recommendations info here: http://steamcommunity.com/app/391220/discussions/0/451852225134000777/

3. Please disable any additional software that might be getting in the way.
Various virus scanners are known to be problematic with a lot of games, so please try disabling them temporarily to see if it solves your problem.

We will add other programs here as problems are found.

4. If you are running the game activated via Steam, please verify all files are present on your PC correctly.
Steam offers convenient functionality to verify your local files.

• Right Click on Rise of the Tomb Raider in your Steam game library, select 'Properties'.
  
• Select the 'Local Files' Tab, and then select 'Verify Integrity of Game Cache'.

Steam will verify all your files and will re-download any required in cases there are corruptions.

5. Please start the game at lower quality settings.
On Steam, after the launcher appears on game startup, select Options, and reduce the resolution to the lowest possible setting as well as select quality level 'Lowest' in the ‘Graphics’ tab. If the game runs correctly at those settings, selectively try upgrading settings to end up at a quality level that works for your machine.

If you bought the game on the Windows Store, hold down SHIFT during startup, if you do so you can force the game into a safe-mode with the lowest possible settings.

6. Please ensure your machine or graphics card is not overheating or running into problems due to being overclocked.
Please use standard factory settings for your hardware to see if this resolves your problem.

7. Run vcredist_x64.exe if the game does not start when pressing play from the launcher.
Some users are encountering a brief pop-up from steam when they try to start the game, but the game itself never shows. If this is the case for you, navigate to your steamapps Rise of the Tomb Raider/_CommonRedist/vcredist/2012 folder, locate vcredist_x64.exe, and run it.

A standard filepath looks like this: C:\Program Files (x86)\Steam\steamapps\common\Rise of the Tomb Raider\_CommonRedist\vcredist\2012\vcredist_x64.exe

You will need to adjust the filepath appropriately if you have installed your game to a different location.

8. Waypoint beacon on map not activating through mouse (temporary solution)
When you are centered onto the item that you would like to highlight in blue in survival instinct (waypoint) press the enter key to activate the waypoint beacon.

9. Disable third party programs if Steam Overlay is not showing up for you!
Some third party programs are known to interfere with the functionality of Steam Overlay for various games. If you are playing Rise of the Tomb Raider and your Steam Overlay is not showing up (shift+tab being the default hotkey to summon it) please close Rise of the Tomb Raider and shut down any third party programs before restarting it to see if this fixes your issue.

If none of the steps above have worked out for you

If these steps do not help resolve your problem we would like to hear from you. The official support mechanism is at the top of this post, but you are also free to post here in the Technical Support sub-forum with the below information so the community may be able to help you:

• The platform you are playing the game on (either Steam or Windows 10 Store)
• Your system specs (CPU, GPU, RAM, OS).
• GPU driver version used. If you have multiple GPUs (for example in a laptop) please provide information for both.
• The game logs some information in a file called 'Rise of the Tomb Raider.log' in a 'Rise of the Tomb Raider' folder of the Documents folder on your PC. Please provide the contents of this file.
• When the game crashes crash information is left behind in this same Rise of the Tomb Raider folder. Please provide the dumps for the time/date at which you had the problem you are trying to resolve.
• Please provide clear information on what exactly happens when trying to play the game on your machine. Do you manage to get into the launcher or does your issue already happen before that? Does the game always crash at a specific point in the game, or randomly after a certain time?