Insurgency: Sandstorm

Insurgency: Sandstorm

View Stats:
 This topic has been pinned, so it's probably important
FHI Help Desk  [developer] Dec 12, 2018 @ 3:58am
Insurgency: Sandstorm - Technical FAQ - 05FEV19
SUMMARY

- MINIMUM SYSTEM REQUIREMENTS
- RECOMMENDED SYSTEM REQUIREMENTS
- HOW TO CHOOSE THE GAME LANGUAGE
- HOW TO CHECK THAT THE GAME IS CORRECTLY INSTALLED
- UPDATE OR REPAIR MICROSOFT DIRECTX
- INSTALL OR REPAIR MICROSOFT VISUAL C++ REDISTRIBUTABLE
- GAME CRASHING ON STARTUP/STARTUP ERROR 0XC00007B
- GAME CRASHING WHILE PLAYING
- GAME CRASHING WITH MSI AFTERBURNER
- TROUBLESHOOTER
- UPDATE WINDOWS 10
- UPDATE THE DISPLAY DRIVER
- UPDATE THE AUDIO DRIVER
- WINDOWS FIREWALL
- HOW TO REPAIR EASY ANTI-CHEAT (EAC)
- UNTRUSTED SYSTEM FILE ERROR - EASY ANTI-CHEAT (EAC)
- EAC ERROR CODE 23 AT THE GAME STARTUP
- ERROR CODE 20006 - STARTSERVICE FAILED 1058
- GAME SECURITY VIOLATION DETECTED ERROR
- SUPPORT FOR EASY ANTI-CHEAT (EAC)
- HOW TO REPORT A PROBLEM

MINIMUM SYSTEM REQUIREMENTS

Requires a 64-bit processor and operating system
OS: Windows 7/8/10 (64 bits)
Processor: Intel Core i5-4440 (3.10GHz)/AMD FX-6300 (3.50GHz)
Memory: 8 GB RAM
Graphics: NVIDIA GeForce GTX 760/AMD Radeon HD 7970
DirectX: Version 11
Storage: 40 GB available space

RECOMMENDED SYSTEM REQUIREMENTS

Requires a 64-bit processor and operating system
OS: Windows 7/8/10 (64 bits)
Processor: Intel Core i7-8700 (3.20GHz)/AMD Ryzen 7 2700 (3.20GHz)
Memory: 16 GB RAM
Graphics: NVIDIA GeForce GTX 980/AMD Radeon R9 390X
DirectX: Version 11
Storage: 40 GB available space
Additional Notes: SSD is recommended.

HOW TO CHOOSE THE GAME LANGUAGE

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LANGUAGE tab.

HOW TO CHECK THAT THE GAME IS CORRECTLY INSTALLED

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and click VERIFY INTEGRITY OF GAME FILES... button.

UPDATE OR REPAIR MICROSOFT DIRECTX

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and BROWSE LOCAL FILES... button.
4. Open _CommonRedist > DirectX > Jun2010 and run DXSETUP.exe application.

INSTALL OR REPAIR MICROSOFT VISUAL C++ REDISTRIBUTABLE

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and BROWSE LOCAL FILES... button.
4. Open _CommonRedist > vcredist > 2015.
5. run vc_redist.x64.exe application.
6. run vc_redist.x86.exe application.

GAME CRASHING ON STARTUP/STARTUP ERROR 0XC00007B

A. UPDATE OR REPAIR MICROSOFT DIRECTX:

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and BROWSE LOCAL FILES... button.
4. Open _CommonRedist > DirectX > Jun2010 and run DXSETUP.exe application.

B. INSTALL OR REPAIR MICROSOFT VISUAL C++ REDISTRIBUTABLE:

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and BROWSE LOCAL FILES... button.
4. Open _CommonRedist > vcredist > 2015.
5. run vc_redist.x64.exe application.
6. run vc_redist.x86.exe application.

C. CONFIGURE THE GAME IN ADMINISTRATOR MODE AT STARTUP:

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and BROWSE LOCAL FILES... button.
4. Open Insurgency > Binaries > Win64.
5. Right click on InsurgencyClient-Win64-Shipping.exe application > Properties.
6. Click Compatibility tab.
7. Check Run this program as an administrator and click OK.

D. RESET THE VIDEO SETTINGS:

1. Open Windows Explorer or File Explorer from the taskbar.
2. Open the Local Disk (C:).
3. Open the folder Users then the folder of your Windows username.
4. Navigate to AppData (*) > Local > Insurgency > Saved > Config > WindowsClient.
5. Delete the GameUserSettings.ini file.

(*) AppData is a hidden folder by default. To view this folder:

WINDOWS 7
- Open Windows Explorer from the taskbar.
- Click Organize > Folder and search options.
- Click View tab and check Show hidden files, folders and drives under Hidden files and folders from Advanced Settings.
- Click OK.

WINDOWS 8/10
- Open File Explorer from the taskbar.
- Click View tab and check Hidden items.

GAME CRASHING WHILE PLAYING

If CCleaner is installed, please turn off CCleaner Smart Cleaning or uninstall CCleaner.

GAME CRASHING WITH MSI AFTERBURNER

1. Open RivaTuner Statistics Server (RTSS).
2. Click Add button (bottom left).
3. Browse to Steam > steamapps > common > sandstorm > Insurgency > Binaries > Win64.
4. Add InsurgencyClient-Win64-Shipping.exe aplication under Application profile properties.
5. Set Application detection level to None for the game application.
6. Close RivaTuner Statistics Server.

TROUBLESHOOTER

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm and click Properties.
3. Click LOCAL FILES tab and BROWSE LOCAL FILES... button.
4. Open Insurgency > Binaries > Win64.
5. Right click InsurgencyClient-Win64-Shipping.exe application > Troubleshoot compatibility.
6. Select Try recommended settings.

UPDATE WINDOWS 10

1. Click the Windows Start button > Settings.
2. Click Update & Security.
3. Click on the Check for updates button from Windows Update.

UPDATE THE DISPLAY DRIVER

- Update the AMD display driver from: http://support.amd.com/en-us/download
- Update the NVIDIA display driver from: http://www.nvidia.com/Download/index.aspx?lang=en-us

UPDATE THE AUDIO DRIVER

1. Right click on the Windows Start button > Device Manager.
2. Open Sound, video and game controllers.
3. Right click on the default audio device (e.g., Realtek High Definition Audio) > Update driver.

WINDOWS FIREWALL

For any problem in multiplayer mode or with Easy Anti-Cheat, please check that the game has been added in Windows Firewall.
Otherwise, to add the game in Windows Firewall:

1. Right click on the Windows Start button > Settings.
2. Click Network & Internet.
3. Click Windows Firewall > Allow an app through firewall.
4. Click Change settings button.
5. Click Allow another app... button.
6. Click Browse... button.
7. Browse to Steam > steamapps > common > sandstorm.
8. Select InsurgencyEAC.exe application and click Open.
9. Click Network types... button, check Private and Public then click OK.
10. Click Add button.
11. Click Allow another app... button.
12. Click Browse... button.
13. Browse to Steam > steamapps > common > sandstorm > Insurgency > Binaries > Win64.
14. Select InsurgencyClient-Win64-Shipping.exe application and click Open.
15. Click Network types... button, check Private and Public then click OK.
16. Click Add button then OK.

HOW TO REPAIR EASY ANTI-CHEAT (EAC)

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm > Properties.
3. Click the LOCAL FILES tab and click on the BROWSE LOCAL FILES button.
4. Open the EasyAntiCheat folder and run the EasyAntiCheat_Setup.exe application.
5. Select Insurgency: Sandstorm and click on the Repair Service button.

UNTRUSTED SYSTEM FILE ERROR - EASY ANTI-CHEAT (EAC)

If the computer has been upgraded from Windows 7 or 8 to Windows 10, please delete the Windows.old folder and the $Windows.~BT file with Disk Cleanup:

1. Open File Explorer from the taskbar.
2. Right click on Local Disk (C:) > Properties > General tab > Disk Cleanup button > Clean up system files button.
3. Check the following items:

System created temporary Windows Error Reportings Files.
Windows ESD installation files.
Previous Windows installation(s).
Recycle Bin.
Update packaged Backup Files.

4. Click OK.

EAC ERROR CODE 23 AT THE GAME STARTUP

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm > Properties.
3. Click the LOCAL FILES tab and click on the BROWSE LOCAL FILES button.
4. Open the EasyAntiCheat folder and run the EasyAntiCheat_Setup.exe application.
5. Select Insurgency: Sandstorm and click on the Repair Service button.

For any issue with Easy Anti-Cheat (EAC), please follow the instructions provided by the EAC Support for Insurgency: Sandstorm:
https://www.easy.ac/en-us/support/sandstorm/

ERROR CODE 20006 - STARTSERVICE FAILED 1058

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm > Properties.
3. Click the LOCAL FILES tab and click on the BROWSE LOCAL FILES button.
4. Open the EasyAntiCheat folder and run the EasyAntiCheat_Setup.exe application.
5. Select Insurgency: Sandstorm and click on the Repair Service button.

For any issue with Easy Anti-Cheat (EAC), please follow the instructions provided by the EAC Support for Insurgency: Sandstorm:
https://www.easy.ac/en-us/support/sandstorm/

GAME SECURITY VIOLATION DETECTED ERROR

1. Run Steam and click LIBRARY.
2. Right click on Insurgency: Sandstorm > Properties.
3. Click the LOCAL FILES tab and click on the BROWSE LOCAL FILES button.
4. Open the EasyAntiCheat folder and run the EasyAntiCheat_Setup.exe application.
5. Select Insurgency: Sandstorm and click on the Repair Service button.

For any issue with Easy Anti-Cheat (EAC), please follow the instructions provided by the EAC Support for Insurgency: Sandstorm:
https://www.easy.ac/en-us/support/sandstorm/

SUPPORT FOR EASY ANTI-CHEAT (EAC)

For any issue with Easy Anti-Cheat (EAC), please follow the instructions provided by the EAC Support for Insurgency: Sandstorm:
https://www.easy.ac/en-us/support/sandstorm/

To appeal an Easy Anti-Cheat decision:
https://www.easy.ac/en-us/support/sandstorm/contact/appeal/

HOW TO REPORT A PROBLEM

Please report all problems and bugs to the Insurgency: Sandstorm QA team for investigation with the developer New World Interactive.

Provide the following information with your report:

A. A SYSTEM INFORMATION REPORT:

1. Press the Windows and R keys from the keyboard to open the Run dialog box and type: MSINFO32
2. Click OK.
3. Click System Summary (upper left).
4. Click File then Export....
5. Enter a file name (from File name:) and save the file on the Desktop (click Desktop under Favorites, upper left).
6. Close System Information.
7. Right click on the file located on the Desktop and click Send To > Compressed (zipped) folder.

B. THE GAME LOGS:

1. Open Windows Explorer or File Explorer from the taskbar.
2. Open the Local Disk (C:).
3. Open the folder Users then the folder of your Windows username.
4. Navigate to AppData (*) > Local > Insurgency > Saved > Logs.
5. Select all logs files then perform a right click and click Send To > Compressed (zipped) folder.

(*) AppData is a hidden folder by default. To view this folder:

WINDOWS 7
- Open Windows Explorer from the taskbar.
- Click Organize > Folder and search options.
- Click View tab and check Show hidden files, folders and drives under Hidden files and folders from Advanced Settings.
- Click OK.

WINDOWS 8/10
- Open File Explorer from the taskbar.
- Click View tab and check Hidden items.

C. YOU CAN ALSO PROVIDE SCREEN AND/OR VIDEO CAPTURES.

D. Send your report with a description of the problem and the requested files in attachment or a download link to the files (*) to support@newworldinteractive.com

(*) You can upload the files on a free file transfer service like WeTransfer https://wetransfer.com
Last edited by FHI Help Desk; 8 hours ago