How to get support for issues in Riven

[Hannah]

Thank you to everyone who is checking out Riven!

For those who are encountering issues Riven having gameplay issues, crashing, or having strange graphical issues, please read the below to make sure you are able to get the help you need.

FIRST: if you are on a Windows machine and seeing a crash on startup or between loading zones, check out this thread, as there is a known issue from Intel/Epic/RAD about this based on the kind of CPU you have (out of Cyan's control) with supplied workarounds: https://steamcommunity.com/app/1712350/discussions/0/4407416886085016770/

SECOND: In most cases, ensuring:

- Your graphics drivers are up to date,
- Your machine meets the minimum specifications of the game (including OS requirements, and Apple Silicon requirement if on a Mac), and
- Verifying game file integrity should fix the issue for most.

Regarding playing the game under our minimum spec: Although we want to try and make Riven an incredible experience for anyone who tries to play despite your hardware, there are some things we simply cannot completely rectify if you are, say, playing on a 12 year old CPU under the min spec, or running the game on an extremely slow HDD (our specs indicate SSD), or a laptop with a GPU that we explicitly state in the specs we do not support. There is a reason why we suggest using your preferred PC Benchmark comparison site when seeing if your machine meets or exceeds our specs; we only wish for you to have the most informed expectation on how your instance of Riven should expect to run compared to our minimum and recommended specs.

Out-of-date graphics drivers (Windows): Like we've seen with other games like Firmament or the latest Myst we released a couple of years ago, many of the support tickets we've seen come in related to crashing or flickering of graphics are directly caused by out-of-date graphics drivers, with users reporting the issues they see are resolved after updating their drivers. We cannot update your graphics drivers for you; this is something we do not have control over here at Cyan. Please ensure your graphics drivers are up to date and it may resolve the issue(s) you are seeing almost immediately. This is something we verify you have done when we inspect your dxdiag file (more on that below).

If you’ve manually enabled some graphics settings that caused the Riven to poop out launching every time after then, you can delete your user settings here: C:\Users\[username]\AppData\Local\Riven\Saved\Config, and please let us know which setting it was that caused the issue (as well as information about your machine).

THIRD: If you CONTINUE to have issues after all of this, please email [e-mail] with the following information:
- Dxdiag (if on Windows) or screenshot of “About this Mac” page (if on Mac) of your machine,
- The contents of your C:\Users\[username]\AppData\Local\Riven\Saved directory, zipped up, or if on Mac, the contents of your /Users/username/Library/Application Support/Epic/Riven/Saved directory, and
- Details of the bug, with any repro steps if possible.

For anyone who is encountering a game-breaking bug unrelated to graphical issues or crashes, please still attach the above information to an email to [e-mail]. Having your save games and user configuration files will help us immensely in investigating issues.

Thanks, everyone, for your support, and we hope that you enjoy playing Riven!

Note for Windows Mixed Reality users: When it comes to Windows Mixed Reality headsets (which we do not officially support, per the specs), we're of course always interested in hearing the issues you encounter through forum posts, but again, keep in mind that the game has not been tested with or advertised as having full (or even partial) support for the device. We recognize that we have supported specific Windows Mixed Reality headsets in prior releases of games, but we are unable to do so in Riven for a variety of reasons. You are welcome to of course attempt to play the game with a WMR HMD and share your findings with others here in the forums, but we ask that you please keep things civil with our developers when encountering issues related to it.

[jackman071]

In the beginning, video in the book is not clear. It has some lines on it.

[ben.v.root]

"your machine fits our minimum spec"

What are the minimum specs? The steam store page has incomplete details. How much memory is going to be needed, for example?

[Jellepepe ツ]

Originally posted by jackman071:

In the beginning, video in the book is not clear. It has some lines on it.

That is intended :)

[ensalada de donettes]

A few things...

1- The motion blur is stucked.
2- The mouse sensitivity is very high even at level 1 of 100.
3- This remake is the best and most gorgeous game I played in several years.
4- Can we have that hybrid camera system in which you rotate the camera holding right mouse button, and when you're not holding it, you can move the mouse freely over the screen, maintaining the WASD movement?

[Jellepepe ツ]

Played through the demo, good stuff.
Performance was great and was pleasantly surprised with ultrawide support (32:9 here)
I won't say any more but the fact that a certain room was moved really made me doubt my eyesight for a bit there :D

Only thing is that I miss the live-action videos, If there ever comes a 'nostalgia mode' where those are included somehow, count me in!

[Aaron123]

Piggybacking on this thread since I just put some time into the demo.

1 - Please crank up the Ambient Occlusion to make the scenes a lil' more foreboding. The opening scene in d'ni needs more of it especially.
2 - There's a visible seam in the skybox, to the left of the sun.
3 - There's some seams in the shadow in one of the circular dome rooms on the flooring edge.
4 - I'd also second a "Point to Click to Move" mode for the less WASD-apt players.
5 - Character hair model colors don't quite match the color of their facial hair.
6 - Character hair could use better physics or rigging. They're not really bending. Similar for the inventory bag.
7 - The large box-ish room with pillars and sphere could use a light emanating from the large stained glass window, or perhaps some sort of god rays effect, but I get if you don't want to overdo it or performance.
8 - The model for the dagger that was 'punched' into the elevator lever at the beginning cutscene actually disappears if you leave and return to it later.
9 - The mesh of the knocked-out man's body disappears as well.

Really excellent work. Gorgeous work from the artists at Cyan. I love the handwriting loading animation. The Atrus animation is especially great.

[Katarn]

Crash after using the first book, just after loading screen. Fatal error [Line 903]

And how should I check if my PC meets system requirements if there are no any requirements at all? First scene plays well btw.

P.S. I've tried -dx11 and it worked

[Halloween Jack]

Originally posted by Katarn:

Crash after using the first book, just after loading screen. Fatal error [Line 903]

And how should I check if my PC meets system requirements if there are no any requirements at all? First scene plays well btw.

Please email [e-mail] with the following information:
- Dxdiag (if on Windows) or screenshot of “About this Mac” page (if on Mac) of your machine,
- The contents of your C:\Users\[username]\AppData\Local\Riven\Saved directory, zipped up, or if on Mac, the contents of your /Users/username/Library/Application Support/Epic/Riven/Saved directory, and
- Details of the bug, with any repro steps if possible (what you did up to the point where the crash occurred, etc.).
Thank you!

[R4Zi3L]

will hdr be tweaked? black level is raised and it looks horrible (on oled)

[Moebius]

Max settings at 4K with DLSS on my 4070 and 9900k...performance in someplaces were not great, talking 30FPS at some points. Are there plans to better optimize it?

I could just be out of touch with respect to my settings and hardware vs expected performance, but curious what other people's experiences were?

[Jellepepe ツ]

Originally posted by Moebius:

Max settings at 4K with DLSS on my 4070 and 9900k...performance in someplaces were not great, talking 30FPS at some points. Are there plans to better optimize it?

I could just be out of touch with respect to my settings and hardware vs expected performance, but curious what other people's experiences were?

I was sitting on 80-100fps on a 3080 10gb & 7900X.
This was at max settings with DLSS off, 5120x1440 (about 88% of 4k in terms of pixel count)

Maybe there's a bottleneck with the 9900k? I'll try on the 4k tv tomorrow but I'm expecting similar performance.

[Halloween Jack]

Originally posted by Moebius:

Max settings at 4K with DLSS on my 4070 and 9900k...performance in someplaces were not great, talking 30FPS at some points. Are there plans to better optimize it?

I could just be out of touch with respect to my settings and hardware vs expected performance, but curious what other people's experiences were?

Do you see the same issues when you use the Auto Detect in the game to determine the best settings for your system?

[ZaZa Puffing Gatorgooner :3]

I'd like to report not a bug, but request for improving DLSS.

At 1080P high/epic, DLSS Quality + Any AA setting (even at lowest) is way too blurry as sharpness is not user settable

At 1080P High/Epic with Low AA Native (or FSR 1.0 Ultra Quality), the game appears visibly sharper, better texture detail, but the fine distance details (such as rails) which DLSS fixed up great are basically gone, turned into pixels.

I'd love DLAA and DLSS sharpening so us "Low res" (1080P folks don't have to decide between no blur, or super low base res even at DLSS Quality, leading to blur even if the upscaler can do well in games with iffy AA (TAA etc).

[Sana]

I have a dual monitor setup and this game doesn't seem to lock my mouse to the game window, making it basically impossible to play. Is there an option I'm missing or is this just a fairly large oversight?

[Jellepepe ツ]

I think that DLSS/FSR does not seem to work properly, at least on my machine. I just tried enabling it and there was no significant change in performance (or visual difference) between any of the modes or even just 100% render scale without DLSS/FSR.
if anything the performance is slightly worse with the option enabled, but no obvious visual changes, even with ultra performance mode.

Perhaps these changes require a reboot but this is not implemented in the demo?
it also seems that the 3D render scale slider still affects the graphics even when it is greyed out due to dlss/fsr selection

EDIT:
ok so after a bit more testing it seems that DLSS/FSR does work, but relies on the 3d scale slider, even though it becomes greyed out.
When the slider is set to 100, this means dlss/fsr is applied on a 100% render quality image and so it barely does anything and actually reduces performance a little.
setting this slider to a lower value (for example 60%) then enabling DLSS, I get improved performance (compared to 100% render res) with better visuals than the 'raw' 60% rendering resolution image.

This definitely seems like a menu issue / bug, either make the render scale be predetermined by the dlss/fsr profiles (like it should be I think) or just leave that slider enabled so we can manually tune it.