Game wont launch and devs moved my thread out of sight to a forum where I cant reply

[Sean]

http://steamcommunity.com/app/466300/discussions/3/135514231765850865/
I would respond in the thread if I could but you moved it to an unreplyable forum. I can't reply to my thread or make a new thread there so I had to remake it here, it's almost as if the devs are trying to bury the issue instead of helping me get the game I paid for working, hmmmmmmmmmmmm.
I installed that thing from the troubleshooting faq and restarted my computer and it still gave me the same screen
My specs are thus:
https://cdn.discordapp.com/attachments/180304174670544896/301725775932162049/unknown.png
Please help me run your product instead of fobbing me off.

[matthew]

maybe because you don't own the game? or perhaps you got it set as a private profile? as I see the reply box below the posts. (you don't have a mouse icon besides your name to show you own it)

[Sean]

I refunded it for the GOG version to see if that would run any better, if you look on my profile you can see EE with 0.1hr played but I didn't realise the troubleshooting form was for steam owners only, kind of disappointing as the GOG forums are barely alive. Do I have to refund the GOG copy now and rebuy the steam version to get help with my issue?

[Julius Borisov]

Nobody moved your thread anywhere "out of sight" - the troubleshooting forum is exactly for your problems.

We're doing everything to help you - replying in all your threads with what could help to find a solution.

In the troubleshooting forum only game owners can post. If you don't have access to replying there then it's interesting.

You mention you have "installed the thing", is it OpenAL?

Did you follow other steps in the guide?

Make sure all of your drivers for all of your hardware are up to date (this may mean visiting your graphics card's manufacturer's website):
Intel https://downloadcenter.intel.com/

Your computer might be using an incompatible color depth. Using 16-bit colors has been known to cause our games to crash. You can change your color depth by following these steps:
1.) Click Start, and then click Control Panel.
2.) In the Control Panel window, click Appearance and Themes, and then click Display.
3.) In the Display Properties window, click the Settings tab.
4.) Click to select 32-bit from the drop-down menu under Colors.
5.) Click Apply and then click OK.

Uninstall and re-install the game.

Run Windows Update and ensure you have the latest .NET Framework. .NET is a software framework from Microsoft. If it is not installed, or installed incorrectly, our games, the Beamdog client, and the game installers will not launch.
(Steam Users) Right click the game in your Steam library and select Properties > Local Files > Verify Integrity of Game Cache...

https://beamdog.zendesk.com/hc/en-us/articles/206729933-Windows-My-Game-Won-t-Launch-Or-Is-Crashing-On-Launch

If this doesn't help, contact our support at [e-mail] because in that case you'll need some additional support.

[Julius Borisov]

Escrito originalmente por seanyc123:

I refunded it for the GOG version to see if that would run any better, if you look on my profile you can see EE with 0.1hr played but I didn't realise the troubleshooting form was for steam owners only, kind of disappointing as the GOG forums are barely alive. Do I have to refund the GOG copy now and rebuy the steam version to get help with my issue?

Try to follow the steps above and if they don't help, contact our support at [e-mail].

[matthew]

Escrito originalmente por seanyc123:

I refunded it for the GOG version to see if that would run any better, if you look on my profile you can see EE with 0.1hr played but I didn't realise the troubleshooting form was for steam owners only, kind of disappointing as the GOG forums are barely alive. Do I have to refund the GOG copy now and rebuy the steam version to get help with my issue?

best bet would be to popst on the beamdog forum anyway, sorry didn't know you refunded the game.

https://forums.beamdog.com/categories/planescape%3A-torment%3A-enhanced-edition

you would probably get a faster responce, so yeah, looks like the tech support forum is for steam only customers. I have to agree with the gog forum, it does seem pretty dead. one reason I did get the steam version, in case it would have better support.

edit

@Julius Borisov

as pointed out by seanyc123, he refunded the game to get the gog version, hence no mouse besides his name, so he can't post in the tech support forum, if he wanted to. (unless he gets the steam version again)

I would agree with him that the gog forum is pretty dead, but I also mentioned posting on the offical BG forum, as well.

[Sean]

what a long list of chores for me to do. way too much hassle, i expected a working product when i purchased, I'm just going to refund the game on gog as well, I thought the whole point was this would run well on modern systems lol

[matthew]

Escrito originalmente por seanyc123:

what a long list of chores for me to do. way too much hassle, i expected a working product when i purchased, I'm just going to refund the game on gog as well, I thought the whole point was this would run well on modern systems lol

well, it works for me, however, it's possible your system could be missing something, openAL could be one reason, as you need that for sound. so worth double checking, you can install that from the game directory / _CommonRedist

as that might be one reason, especailly if you got an older version of the driver installed. worth checking.

[Julius Borisov]

You could have started with explaining you don't own the game on Steam, before jumping to an assumption we're "moving a thread" away. We're really here to help.

The list is long, because it's hard to say what exactly prevents your PC to run the game. Different PCs have different problems.

The final decision is up to you, but our support stuff is trying their best (when users contact them).

[Vitowns]

Escrito originalmente por seanyc123:

what a long list of chores for me to do. way too much hassle, i expected a working product when i purchased, I'm just going to refund the game on gog as well, I thought the whole point was this would run well on modern systems lol

You might have issues with other games not only this game, if you don't get the latest stuff or drivers or whatever too i recommend trying those fixes first, it might fix many issues with upcoming games too! Who knows?

[matthew]

Escrito originalmente por Julius Borisov:

You could have started with explaining you don't own the game on Steam, before jumping to an assumption we're "moving a thread" away. We're really here to help.

The list is long, because it's hard to say what exactly prevents your PC to run the game. Different PCs have different problems.

The final decision is up to you, but our support stuff is trying their best (when users contact them).

he did own the game but refunded it for the gog version, I suspect it might be openAL that could be wrong version, as that is needed for sound. The game does run ok for me, so I suspect it will be something simple that is preventing the game from running.

@seanyc123
please don't give up, also remember that outdated drives can cause issues, or if the OS is missing something, it may also help if you post what is your system specs, it really is worth the trouble on trying to work out what is wrong, as it might fix other games that have similar problems.

[Julius Borisov]

This part: "I installed that thing from the troubleshooting faq and restarted my computer and it still gave me the same screen" - Step 2 in the guide "Reboot the computer.
Re-install OpenAL in case it did not install correctly. OpenAL is a support library that is used for audio in games. You can download it from Beamdog.com here.
Or, if your computer is using a high-end sound card, you may try the OpenAL_Soft.exe file that is attached to this post."

Maybe something went wrong during the step 2, could be worth to try again.

No matter, GoG/Steam/Beamdog version, our support is ready to help.

[Sean]

I uninstalled openal then reinstalled and rebooted, didnt fix it

I uploaded the crash dump file to google drive
https://drive.google.com/open?id=0Bx_USNY0jS99a1Q4cFJlY0JZWVk

[Julius Borisov]

I've created a stickied thread - http://steamcommunity.com/app/466300/discussions/0/135514231766124295/, feel free to give suggestions.

[matthew]

I loaded up the dmp file, you got a KERNELBASE.dll error, this can be linked to a bad or damage windows profile, you could try and create a new profile, then, try the game again, if it works, then you can copy your user folder. I also suggesdt you backup your original folder before doing this.

This is or seems to be a fairly common issue with windows, have an external hardrive handy, I know a bit of a hassle, but blame windows, not the game.

if that doesn't fix it, not sure what else, as nothing else jumps out in the crash dump.

edit, your user folder is located in c:\users\username

if you can't see the folder, you need to enable show hidden folders.

[Bacchus_Facce]

I was going to buy this game, but then I saw this thread.