Ragan Apr 1 @ 5:05pm
Common Troubleshooting and Support
This is a list of solutions to common problems and troubleshooting steps with Civilization V

Note: Please do not post your support issues as replies to this thread. Post them in the Community Support subforum or use one of the support resources listed. Keep the replies for discussion of the thread, suggestions/corrections, or similar on-topic subjects. Thanks.

Index:
  • Official Support
  • Support Resources
  • Basic Troubleshooting
  • Installation and Launching Issues
  • Common Problems and Solutions
  • Linux-Specific Issues
  • Complete Reinstallation (Windows)

Official Support
If you are unable to find help from the community, you can contact 2K Support.
  • 2K Support[support.2k.com]
  • Twitter: @2ksupport

    US Support
    Phone: 1-866-219-9839
    Email: usasupport@2k.com

    Canadian Support
    Phone: 1-800-638-0127
    Email: canadasupport@2k.com

Community Support
In addtion to the Steam Community, these other sites can provide assistance.

Basic Troubleshooting

These steps can resolve many problems with crashing and errors.

  • Close and restart Steam.

  • Make sure that Steam is online the first time you run the game.

  • Verify the game cache.

  • Go to
    C:\Program files(x86)\Steam\Steamapps\common\sid meier's civilization v\

  • Install vcredist_x86.exe (in the VCRedist folder)

  • Install DXSetup.exe (In the DirectX folder)

  • (Windows Vista or 7 users) Install D3D11Install.exe (In the DirectX folder)

  • Reboot your computer.

  • Update your graphics driver. Many issues with Civilization V are caused by out of date drivers.

Installation and Launching Issues
*The Servers are too busy (Error 53)
    This is usually caused by antivirus software stopping the Steam client from downloading the game. Temporarily disable your antivirus and try downloading the game again. Be sure to turn it back on once the game is installed.

    Another possible cause is trouble connecting to Steam's download server. In Steam settings, change your download region and try the download again.

*Game asks for SP2 to use DirectX 11 Mode on Windows 7
    If the launcher will not allow you to run DirectX 10/11 Mode on Windows 7 stating that it requires SP2, you are probably running either Steam or Civilization V in compatibility mode. Find your Steam shortcut (or the Steam.exe file), right-click it, and made sure the compatibility settings are disabled. Do the same for the CivilizationV.exe, CivilizationVdx11.exe, and launcher.exe files in C:\Program Files (x86)\Steam\SteamApps\common\sid meier's civilization v\ (if installed on C:).

*Game crashing on opening movies:
    If the game crashes when the movies are playing, you may need to delete the movie files. These are found in
    C:\Program Files (x86)\Steam\SteamApps\common\Sid Meier's Civilization V\
    and end in WMV (Civ5_Opening_Movie_en_US.wmv, for example). If you have Gods and Kings, you will also need to delete the WMV file (Civ5XP_Opening_Movie_en_US.wmv) from
    C:\Program Files (x86)\Steam\SteamApps\common\sid meier's civilization v\Assets\DLC\Expansion\

Common Problems and Solutions
*Streaks, lines, stretched resources, and other graphics problems:
    Civilization V requires the latest drivers. There have been issues with older drivers causing odd graphics bugs. Updating your graphics drivers should fix these.

*End turn button not working, units not responding:
    Some people are having a problem with units not taking orders, the choose research/change production/end turn button not working, or excessively slow turns at the beginning of the game.This may be fixed by the following:
    Go to Documents\My Games\Sid Meier's Civilization 5\
    Edit config.ini
    Change the line EnableGameCoreThreading = 1 to EnableGameCoreThreading = 0.
    Save the file.

*Texture load failed! error:
    This error message is caused by old files being left in the game. To fix this:
    Go to Documents\My Games\Sid Meier's Civilization 5\
    Edit config.ini
    Go to C:\Program Files (x86)\Steam\steamapps\common\sid meier's civilization v\Assets\terrain\pieces\Wonder_Potosi\

    Inside each of the continent folders, look for any CSV files beginning with Feature_ and delete those. This should stop the error.

*Crashing when meeting other leaders:
    If the game crashes when you first meet another civilization, first try to turn the Leaderhead quality to low in the graphics settings. If this does not work, disable leaderheads by the following:
    Go to Documents\My Games\Sid Meier's Civilization 5\
    Edit config.ini
    Change the line LeaderHead = 0 to LeaderHead = 1.
    Save the file.

*Gray tiles:
    When scrolling, you may see a large number of gray tiles (especially on lower end graphics cards). To fix this:
    Go to My Documents\My Games\Sid Meier's Civilization 5\.
    Open GraphicsSettingsDX11.ini (or GraphicsSettingsDX9.ini for DirectX 9 Mode) in Notepad.
    Change the value of MinimizeGrayTiles = 0 to MinimizeGrayTiles = 1

*Game crashes when opening the load game menu:
    If a save file is corrupted, it can cause crashing when the load menu is opened. Deleting the corrupt save file can fix this.On Steam Cloud, this can also happen. Saving over the corrupt file may fix it.

*Disappearing cursor:
    If the cursor disappears, make sure you don't have pointer trails enabled in Windows.

*Achievements not unlocking:
    Achievements only unlock in single player, without mods, and without any cheats. Some achievements have special requirements. Refer to A Complete Guide To Achievements[forums.civfanatics.com] for achievement questions.

Linux-Specific Issues
*Unable to use DLC
    If you installed Civilization V the day it was launched on SteamOS, you might not be able to use any DLCs for the game. This was fixed quickly, but you will need to validate your game files (verify game cache) one time to access your DLCs.

*No text using ATI/AMD graphics

Complete Reinstallation (Windows)
    If troubleshooting does not work, you can remove all of the game files and attempt to reinstall. These steps are for Windows. The file locations are different on Mac.
  • Go to Documents\My Games\Sid Meier's Civilization 5\ and make a backup for the saves folder if you want to keep your saved games.
  • In Steam, right-click on Sid Meier's Civilization V and select "Delete Local Content"
  • Delete everything in Documents\My Games\Sid Meier's Civilization 5\
  • Delete everything in Program Files (x86)\Steam\SteamApps\common\sid meier's civilization v\
  • Close Steam and restart your computer.
  • Reinstall Civilization V with Steam.

    This will ensure you have a fresh install of the latest version of the game.
Last edited by Ragan; Jun 27 @ 5:02pm
Showing 1-15 of 84 comments
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james10death Apr 18 @ 9:00pm 
asd
Pandora Apr 18 @ 10:36pm 
thanks
ThatGuyDJ Apr 19 @ 12:58am 
k
C.HugeTIts Apr 22 @ 9:26am 
Originally posted by acidwarrio85:
I guess you wont be answering me..

This is the same issue that happen'd with CIV 5 vanilla

Problem signature:
Problem Event Name: APPCRASH
Application Name: CivilizationV_DX11.exe
Application Version: 1.0.3.144
Application Timestamp: 525863c1
Fault Module Name: ntdll.dll
Fault Module Version: 6.1.7600.16385
Fault Module Timestamp: 4a5bdadb
Exception Code: c0000005
Exception Offset: 00052a96
OS Version: 6.1.7600.2.0.0.256.1
Locale ID: 2057
Additional Information 1: c7b3
Additional Information 2: c7b3e50086288ff3291f011473a5d64c
Additional Information 3: cd13
Additional Information 4: cd135e4bd122a70e947ecbca43c42833

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C:\Windows\system32\en-US\erofflps.txt
Fahad Apr 26 @ 5:23am 
when i download a mod it download's but i cant find it !
Last edited by Fahad; Apr 26 @ 5:23am
opprime May 15 @ 12:41pm 
@Fahad: You simply have to enable the mod in DLC and Mods's Options Menu Window. Then, exit the game. Refresh your Desktop Window + wait a few seconds for the refresh to be done properly and, relaunch the game(make sure Steam is closed, literally, first).

At least, that is what I had to do, to kickstart my Canadian Civilization Mod.

Hope it works, now.
;)
JustaSheep23 May 18 @ 3:35pm 
So, I've played 300 turns in a single player game and can't go further because the game crashes. I've tried all the steps above in the common trouble shooting section, but not the next steps because turning features off or deleting files that are supposed to work w/ the game, like movies, is not a fix. That's like buying a bluray, playing half the movie and when it skips a chapter the manufacturer saying, yes, just skip that section. It doesn't work. This is a terrible work around and I'm pretty disappointed so far.
Ragan May 19 @ 1:57am 
First of all, if you are able to play 300 turns, you're not having movie issues. That fix only applies if the game doesn't start at all or crashes during the logos.

I'd suggest you post a more detailed thread in the support subforum, or better, on the 2K support forum (there's a link in this thread).
JustaSheep23 May 19 @ 5:00pm 
Taken into consideration. I played 300 turns by autosaving after every single one and reloading after a crash.

I fixed my issue by lowering the resolution on leader intro clips, which again, is a poor fix. Granted Civ 5 is not a game I care to push the graphics on, I don't ever want to hear "don't use the best settings if they don't work" from a company that took my well working dollars.
BattleNova May 22 @ 12:40pm 
... Civ 5 has stopped downloading mods, They don't even appear in the folder...
Pluton May 23 @ 3:43am 
Originally posted by BattleNova:
... Civ 5 has stopped downloading mods, They don't even appear in the folder...
Same problem for me.
opprime May 24 @ 1:15am 
Uninstall your game and, all currently used settings.

Re-install via the Steam Client's browser. Make sure is the latest build of May 20th-2014's one and, Log-Sign in to it. Find your Civilization hup via the Library main menu and, by clicking on that Play button, it will let you re-download + re-install the latest build of Civilization V: Brave New World.

From here, you might have to re-subscribe to the newest versions of your specific and, favorite mods. Get out of the game. Refresh your Desktop window of Windows 6.x(8.1 is highly recommended to this point). Make sure Steam is not loaded into memory(background also) and, re-launch the game.

Go to the Options' main menu and, select Mods. check all Mods that you want to use in any type of game you wish to play from now on. Back up a little bit and, start the world builder + the faction you wish to play with. Tweaking the game a wee bit more by using the check boxes will enhance the game play even further(No barbarians and, No city states + less AI players + smaller map will make the game way more performant as for older-slower PCs).

Good Luck at enjoying the game, now.
;)
BattleNova May 24 @ 4:05am 
The game suddenly started downloading mods again.. I've reinstalled it once and made sure the steam client was updated.
Lion_Stalker Jun 4 @ 9:42am 
i have a problem where no matter which map size i click it is always tiny and only loading an old save file from when i didnt have this problem actually is the right size.
rujagorn Jun 7 @ 7:41pm 
Everytime I play, whether a based game or with mods, I always end up with a crash during a 200-300 turns. This is frustrating because I can't finish any game at all. Any idea how to solve this? PLEASE!!!!!!
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