Crash on New Game

[Stabbo the Crabbo]

So, I've been trying since the day Gathering Storm was released to get the game to load a new game. To clarify, the game itself will start, but after I try and start a game, I get a few moments of loading, a slight audio jump, and then a crash to desktop. I've tried everything. Uninstalling mods, the game itself, reinstalling the CommonRedists, verifying game files, disabled one or all of the DLCs and Scenarioes, you name it, I've done it. Nothing is working. I was able to get it to load a game ONCE, immediately after updating my graphics card drivers (NVIDIA 1080 6 GB), and playing for a good several hours, but the next time I tried, nothing. I am at my wits end, and 2kSupport has been completely and utterly useless. Has *anyone* else experienced this, and solved it?

[Prometheus]

Crash issues can be very, very different, even with two systems that seem completely identical. If there is no KNOWN reason for a common crash bug, then all you have is methodical troubleshooting.

The best thing you can do, is to get a completely clean installation of the game. This is true whether you have ever had a mod installed or not. There can be some remnants or corruption left, that doesn't get removed even with unsubscribe or steam uninstall of the game. We have seen a lot of it after GS was released, so this gives you a baseline for troubleshooting. Since you probably have uninstalled and reinstalled already, one more time won't hurt.

(Win7 folder path, adjust accordingly)

Unsubscibe from all mods.

Uninstall Civ6.

Exit Steam.

Go to [drive]:\Users\[user name]\Documents\my games\
- Delete the Sid Meier's Civilization VI folder. (it's important the WHOLE folder is gone!)

Go to [Steam Folder]\steamapps\common\
- Delete the Sid Meier's Civilization VI folder. (it's important the WHOLE folder is gone!)

All mods content and all files should be gone now.

Start Steam. Reinstall. Start game. Exit from main menu. Verify files.

That should be a clean install.

See if that works now, without touching any mods at all.

If this doesn't clear out your problem, please click "Help" in the upper left corner of Steam, select "System information", and copy + paste the contents here.

[Stabbo the Crabbo]

Unsurprisingly, didn't work. System Info paste in next message

[Stabbo the Crabbo]

Computer Information:
Manufacturer: System manufacturer
Model: System Product Name
Form Factor: Desktop
No Touch Input Detected

Processor Information:
CPU Vendor: GenuineIntel
CPU Brand: Intel(R) Core(TM) i7-8700K CPU @ 3.70GHz
CPU Family: 0x6
CPU Model: 0x9e
CPU Stepping: 0xa
CPU Type: 0x0
Speed: 3696 Mhz
12 logical processors
6 physical processors
HyperThreading: Supported
FCMOV: Supported
SSE2: Supported
SSE3: Supported
SSSE3: Supported
SSE4a: Unsupported
SSE41: Supported
SSE42: Supported
AES: Supported
AVX: Supported
CMPXCHG16B: Supported
LAHF/SAHF: Supported
PrefetchW: Unsupported

Operating System Version:
Windows 10 (64 bit)
NTFS: Supported
Crypto Provider Codes: Supported 311 0x0 0x0 0x0

Video Card:
Driver: NVIDIA GeForce GTX 1060 6GB
DirectX Driver Name: nvldumd.dll
Driver Version: 25.21.14.1917
DirectX Driver Version: 25.21.14.1917
Driver Date: 2 20 2019
OpenGL Version: 4.6
Desktop Color Depth: 32 bits per pixel
Monitor Refresh Rate: 60 Hz
DirectX Card: NVIDIA GeForce GTX 1060 6GB
VendorID: 0x10de
DeviceID: 0x1c03
Revision: 0xa1
Number of Monitors: 1
Number of Logical Video Cards: 1
No SLI or Crossfire Detected
Primary Display Resolution: 1920 x 1080
Desktop Resolution: 1920 x 1080
Primary Display Size: 23.54" x 13.23" (26.97" diag)
59.8cm x 33.6cm (68.5cm diag)
Primary Bus: PCI Express 16x
Primary VRAM: 6143 MB
Supported MSAA Modes: 2x 4x 8x

Sound card:
Audio device: Headphones (Arctis 5 Game)

Memory:
RAM: 16325 Mb

Miscellaneous:
UI Language: English
Media Type: DVD
Total Hard Disk Space Available: 3318816 Mb
Largest Free Hard Disk Block: 1889596 Mb
OS Install Date: Jan 01 1970
Game Controller: None detected
VR Headset: None detected

[Prometheus]

I didn't think it would work now, but at least we got a lot of options OFF the table.

So you found both the folders fine, and you could delete them right? No warnings about needing admin control or folders missing or something?

I'd like you to turn off ransomware in Windows Defender, and turn off all anti-virus that ISN'T Windows Defender.

If you have overlays like Nvidia Experience and/or discord running please turn them off.

Then go to [Steam Folder]\steamapps\common\Sid Meier's Civilization VI\Base\Binaries\Win64Steam, and right-click CivilizationVI.exe, select properties, and from there set it to run in administrator mode. Double click it, which brings the launcher, and you select DX11 to start the game.

I'd also like you to turn Anti-Aliasing in the graphics options to MSAA or OFF, and your resolution to 1920x1080@60mhz refresh rate.

If you crash and get an error message, please record what it says.

[Stabbo the Crabbo]

Well, I've done all the instructions listed, and now, although the game reached the beginning of the new game narration, it crashed harder than usual, and displayed no error message, nor even the firaxis bug reporter message of 'a crash was detected, etc etc would you like to submit a report?' Windows Defender is never turned on for me, and I use Norton which I had -at that point- disabled. As you can see, I'm starting to think I'm cursed. Oh, by the way, I've played in the legacy beta from pre-gathering storm without issue -other than crashing whenever I try and create a multiplayer game, but thats a whole different issue.

[Prometheus]

Crashed harder? What does that mean? How was it different?

Also could you check if there is anything in the following two folders: (I am on Win7 so it might be slightly different)

[drive]:\Users\[user Name]\Documents\my games\Sid Meier's Civilization VI\dumps

and

[drive]:\Users\[user Name]\Documents\my games\Sid Meier's Civilization VI\packagedDumps

Also could you copy + paste the contents of the following file:

[drive]:\Users\[user Name]\Documents\my games\Sid Meier's Civilization VI\Logs\Renderer.log

[Stabbo the Crabbo]

Ok, in order. By crashed harder, I mean that instead of a brief stutter in audio and then a crash to desktop, there was several audio jumps before the crash to desktop. Both of the folders you mentioned are empty, and the log files will be in the next reply. For the record, I do appreciate the attempts to help, very much.

[Stabbo the Crabbo]

[2019-02-28 18:32:19] Renderer::EnumDisplayAdapters(): Available device: NVIDIA GeForce GTX 1060 6GB (DeviceID = 1c03 SubsysID = 85c51043 Revision= a1 Caps = 10)
[2019-02-28 18:32:19] Renderer::EnumDisplayAdapters(): Available device: Microsoft Basic Render Driver (DeviceID = 8c SubsysID = 0 Revision= 0 Caps = 10)
[2019-02-28 18:32:19] Renderer::CreateAdapter(): Selected DXGI adapter corresponding to device index 0.
[2019-02-28 18:32:19] Renderer::CreateD3DDevice(): Creating D3D device.
[2019-02-28 18:32:29] AppHost::UpdateMonitorInfo(): Monitor information:
MONITORINFO.rcMonitor = (left: 0, top: 0, right: 1920, bottom: 1080)
MONITORINFO.rcWork = (left: 0, top: 0, right: 1920, bottom: 1040)
MONITORINFO.dwFlags = MONITORINFOF_PRIMARY
[2019-02-28 18:32:29] Renderer::Startup(): Called with
Device Index = 0
Backbuffer Format = 28
Resolution = (1920 x 1080)
RefreshRateInHz = 60
MSAA Sample Count = 1
MSAA Quality Level = 0
Windowed = 0
VSync = 1
Threading Mode = 0.
[2019-02-28 18:32:29] Renderer::Startup(): No native commandlist threading. Will use workarounds on deferred contexts.
[2019-02-28 18:32:29] *** Renderer::SetScreenMode(): Called with
Resolution = (1920 x 1080)
RefreshRate = (60 / 1)
MSAA Sample Count = 1
MSAA Quality Level = 0
Fullscreen = 1.
[2019-02-28 18:32:29] Renderer::GetNearestDXGIModeDesc(): Asking for mode with Resolution = (1920 x 1080) RefreshRate = (60 / 1).
[2019-02-28 18:32:29] Renderer::GetNearestDXGIModeDesc(): Picking mode with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000) Scaling = 0.
[2019-02-28 18:32:29] Renderer::CreateDefaultSwapChain(): Creating a new swap chain with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000).
[2019-02-28 18:32:29] *** Renderer::SetScreenMode(): Returning success.
[2019-02-28 18:32:31] Selected GPU device:
Device: NVIDIA GeForce GTX 1060 6GB
DeviceID: 1c03
SubsystemId: 85c51043
RevisionId: a1
Threadmode: 1
CB rebase: 1
Driver Version: 25.21.0014.1917
DedicatedVidMem: 2051014656
DedicatedSysMem: 0
[2019-02-28 18:32:31] Physical system memory size: 16.00GB
[2019-02-28 18:32:31] Logical processor count: 12
[2019-02-28 18:32:31] Physical processor count: 6
[2019-02-28 18:32:31] IsLaptopOrTablet: 0
[2019-02-28 18:32:31] TBB build.

[2019-02-28 18:32:31] Growing UpdateSubresource invocations
[2019-02-28 18:32:38] Received Renderer::AppDeactivated
[2019-02-28 18:32:42] Received Renderer::AppActivated
[2019-02-28 18:32:42] Renderer::AppActivated(): Calling ResizeTarget() with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000) Fullscreen = 1.
[2019-02-28 18:32:42] Renderer::ResizeDXGIBuffers(): Resizing DXGI buffers with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000).
[2019-02-28 18:32:47] Growing UpdateSubresource invocations
[2019-02-28 18:32:47] Growing UpdateSubresource invocations
[2019-02-28 18:32:48] Received Renderer::AppDeactivated
[2019-02-28 18:33:09] Received Renderer::AppActivated
[2019-02-28 18:33:09] Renderer::AppActivated(): Calling ResizeTarget() with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000) Fullscreen = 1.
[2019-02-28 18:33:09] Renderer::ResizeDXGIBuffers(): Resizing DXGI buffers with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000).
[2019-02-28 18:33:12] Received Renderer::AppDeactivated
[2019-02-28 18:33:30] Received Renderer::AppActivated
[2019-02-28 18:33:30] Renderer::AppActivated(): Calling ResizeTarget() with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000) Fullscreen = 1.
[2019-02-28 18:33:30] Renderer::ResizeDXGIBuffers(): Resizing DXGI buffers with Resolution = (1920 x 1080) RefreshRate = (60000 / 1000).

[Prometheus]

Well, I can't promise you I can get you up and running, but I can try.

As far as I can see, something fishy is going on from 18:32:38 in the log. The constant turning APP off and on, resizing, calling buffers. I don't have any of that when I run the game.

When you last updated your GFX drivers, how did you do that? Did you use some kind of app to update? Use add/remove programs to uninstall? Or Nvidias own installer to install over the old drivers like a fresh layer of paint? Please be as specific as you can.

[Stabbo the Crabbo]

Uhhhh, all of my driver updates (including the last one on the 22nd after which I was able to start a game for the first and only time) go via GeForce Experience, which IIRC uninstalls previous drivers before installing new ones. Also, I use express instead of custom installation.

[Prometheus]

Okay then. Sometimes when graphics drivers are installed this way, they leave remnants and you get a mix of old and newer files and settings. It shouldn't be this way, especially when you are following the instructions of the hardware manufacturer, but unfortunately it is. And since we can see strange things going on with calls to your graphics, that is where my best shot is right now. This will take some time, but once done, ALL remains from previous drivers will be gone, and you will ONLY have the new ones. So hang on, because there will be a lot of instructions.

[Prometheus]

If the instructions seem below your level of expertise, there is no offense intended. It is just to be sure that precise instructions are given, and you don't make a mistake because I undercommunicated.

So first, what I want you to do is go to the Nvidia website.

https://www.nvidia.com/

under Drivers get the latest driver package. Geforce, 10 series, Gtx 1060, Win10, Standard and English I assume for the drop downs. Download it and save it somewhere you can easily find it. If your desktop is not a mess, then I suggest making a folder and putting it there for now.

[Prometheus]

Next I want you to go to this site:

https://www.guru3d.com/files-details/display-driver-uninstaller-download.html

Pick a download mirror and save the file to a folder in the same location as where you saved the Nvidia drivers (but NOT the same folder!). It will come as a zip file. Unzip the archive. You will get a "DDU v18.0.0.9.exe". We are going to need that later.

[Stabbo the Crabbo]

No problem, simple is good. I'm with you so far.

[Prometheus]

So now comes the fun part.

You are going to manually uninstall your drivers and everything Nvidia related, then you are going to reboot into safe mode with network, run the DDU utility, and then reboot again.

(my win10 experience is low, so you may know better what things are called and where they are)

First, TO BE SAFE, we are making a restore point!

Open Start. Search for Create a restore point, and click the result System Properties.
Under "Protection Settings," select the main system drive, and click the Create button. Call it whatever you want. Hit create. So if anything goes wrong, that's our backup plan!

THEN

Open Control Panel, click Programs ---> Programs and Features, this should show you the Nvidia stuff. So click uninstall for ALL of them, and accept to get them removed. Leave nothing of Nvidia behind.

Once done time to reboot into safe mode with network. Press and hold SHIFT. Click Start, then Power, then Restart. This should boot you into a menu, where you can choose troubleshoot ----> Advanced Options, Startup Settings (if not present click See more recovery options), enable Safe Mode. Press Restart. On the boot menu pick Safe mode with Networking (so you can open a browser and see these instructions, post or whatever you need to do).

Once you are in Windows, go to the DDU folder. Run the Exe file. It is a self-extractor. Let it extract into location. In the DDU v18.0.0.9 folder, run "Display Driver Uninstaller.exe"

Be very precise with what you do now. Select device --> GPU. It should auto select Nvidia, but if it does not, select Nvidia. Click "remove and reboot". This removes ALL traces of Nvidia drivers, files and settings.

You should get booted into Windows. If you have to turn off safe mode, do that. Once you are in the normal Win10 session, let it do whatever it is doing if it finds new hardware. Just let it run its course.

Then go into the folder where you saved the Nvidia driver package and run it. Express mode is fine. Let Windows install everything.

Reboot.

Check that everything is looking fine and has installed correctly.

Run Steam. Start the game from launcher. DX11 please.

Post if you hit a snag or ANYTHING is unclear.