Technical Issues

[DC_vipeout]

This thread was created with the intent to help you figure out what's wrong with the game and fix the problem. I'll be adding new information here as we figure out more and more so you may find a fix for your current problem in here soon.

If you experience an issue that is not described here, please write - the more we know, the faster it's going to be fixed. We apologize for all the problems caused by our game shipping with some faults.

IMPORTANT NOTE: If your game crashed, then a window popped up asking you to send the crash report and you have sent us the crash data - then we know all we need to and you do not need to take any further action, we will be fixing all those issues out in the coming days. You should however try the common solutions - some thins are out of our control.

IMPORTANT NOTE 2: I am often asking for DxDiags if a case proves to be tougher than regular - this is a *.txt file with all the information on your PC configuration - hardware and drivers. This requires no additional software to create, it's quick and simple process:

1. Click on, "Start Button".
   
2. Click on, "Run".
   
3. In the pop-up window enter DxDiag and hit ok.
   
4. The DirectX Diagnostic Tool pop-up window should appear.
   
5. Click on "Save all information".

Common crash solutions:

• Please make sure you have a 64 bit system. We do not support 32 bit systems as per store page minimum requirements section.
  
• If you are using Razer Synapse, Razer SDK or Razer Cortex software, please make sure to update it to the latest revision. Our game has custom lighting profiles, the update is required in order for the game to work. If you do not use this software (even if you do have a Razer hardware) - you do not need to install it.
  
• If you are using Razer Cortex software and none of the other options work, try uninstalling Cortex.
  
• If you are using Riva Tuner or MSI Afterburner software, please try running the game while those are completely disabled.
  
• Add an exception for Ancestors Legacy in your anti-virus software. Some people have reported our exe being flagged as false positive.
  
• Please verify integrity of local files through steam (I know this is repeated over and over again, but this seriously happens to work for people).
  
• Try running the game as an administrator - navigate to the game folder and find the *.exe file. Alternatively launch Steam as administrator - then Steam will do that for you when you launch the game from it.
  
• Make sure your video drivers and system is up to date. If you are using Windows 7 make really sure you do have Service Pack 1 installed, the game won't run well without it.
  
• Disable any 3rd party applications that are involved with rendering (screen captures, recording / streaming software, etc.)
  
• Our game communicates through internet with Steam while in main menu, please make sure that no antivirus or firewall software is blocking the game from doing so.

Specific issues:

Steam says "missing executable file"
Some antivirus software detects our game *.exe file as a false positive. Some software quarantines it, some delete. Please add an exception for our game to your antivirus software for this to be fixed.

I save the game but the save does not exist when I want to load it / No Write Access
There is an issue for Windows 10 with regards to saving into "My Documents" folder (which is where we store the save games). Try the solutions explained here.[answers.microsoft.com] It may also happen due to Bitdefender software blocking write access to that folder. Please verify that this is not the case.

Another possibilities:

İlk olarak Chef Godzilla tarafından gönderildi:

This happened to me as well; looks like I found a workaround. In my case the problem was that Controlled Folder Access was denying permission for the game to access the Documents folder.

By manually allowing access to 2 files the game seems to be working just fine now. They were (under the Ancestors Legacy directory):

\Ancestors Legacy\Anc\Binaries\Win 64\Anc-Wi64-Shipping.exe
\Ancestors Legacy\Launcher\DCConfig.exe

For whatever reason Controlled Folder Access was flagging these 2 files as potentially harmful and denying them access.

İlk olarak Seafort tarafından gönderildi:

I just went back to the game today and nothing was saved. I have to restart the Vikings campaign all over again.

I also clicked Continue in main menu but that just took me to the start of the first Viking campaign mission.

It looks like Windows 10 is putting all folders as Read Only so it's not saving the game.

Edit - Ok solved my issue. It was my antivirus that was blocking the game and so it wouldn't save the game. It's not Windows 10 but my antivirus.

İlk olarak twinkletoes tarafından gönderildi:

If you get this message telling you the game cant be saved here is the solution: You need to disable "real time protection" in your windows defender "antivirus settings" menu.

The game crashes during the first loading screen
You most probably have Razer Synapse, Razer Cortex or Razer SDK installed. Please read about issues involving that software in the "Common crash solutions" section.

The game does not launch at all
If none of the common solutions work, you may try running the game in "Safe Mode" - once you click "Play" button in Steam there's a window popup asking you which mode to play. "Safe Mode" is the second option. Most often however it's either corrupted files (run a verify through steam) or Antivirus software (disable or add an exception for DCConfig.exe and Anc-Win64-Shipping.exe)

The game crashes with "Unreal Engine is exiting due to D3D device being lost"

İlk olarak German_Impact tarafından gönderildi:

LowLevelFatalError [File:e:\Anc_FULL_RC1\Engine\Source\Runtime\RenderCore\Private\RenderingThread.cpp] [Line: 817]
Rendering thread exception:
LowLevelFatalError [File:e:\Anc_FULL_RC1\Engine\Source\Runtime\Windows\D3D11RHI\Private\D3D11Util.cpp] [Line: 182]
Unreal Engine is exiting due to D3D device being lost. (Error: 0x887A0006 - 'HUNG')

your videocard is probaly running an OC. Set it back to standart and you can play. At least this has worked for me.

Alternatively, set the frame limit in video options to 60 frames. This should also help.

I cannot see the drawn cut-scenes I have a white screen instead
This means you most probably do not have Windows Media Foundation components installed. Speaking in English - you do not have Windows Media Player on your system. This usually happens due to your Windows version being the 'N' version - which is stripped out of those on purpose. In order to see the movies, you will need to install those components.

Laptops only - game crashes right at startup
If your laptop has double GPU setup - integrated Intel GPU and a dedicated one from AMD or NVidia - you not only need to update the dedicated GPU drivers, but also the integrated GPU ones. Those do not self update, sometimes Windows Update does it, sometimes not. Here are links for downloading Intel Integrated GPU Drivers:
https://www.intel.com/content/www/us/en/support/products/80939/graphics-drivers.html
https://downloadcenter.intel.com/product/80939/Graphics-Drivers

The game does not launch and I see this error:

"Ancestor Legacy is attempting to launch with the optional parameters, shown below"

-nothreadtimeout

"If you did not request this launch or do not understand these option, select cancel"

Ancestor Legacy is saving user savegame files, config & logs in the user Documents folder which is monitored and synced with Windows 10 One Drive online/in the cloud (default settings). Unfortunately, sometimes those do not sync (for example when on a "metered" connection) and the game won't be allowed to launch. Removing our game from using Windows 10 One Drive solves the issue. Alternative fix is to move the game installation folder onto non-system drive (usually C is a system drive, so install the game to D or E etc.)

Alternative fix is to run the game as a regular user instead of administrator.

Another possible fix for this issue is to navigate into MyDocuments and remove "Ancestors Legacy" folder. Please keep in mind that this will delete all your saved game data and progress. This is not a problem if you just launched it for the first time (usual case), but to avoid that, copy the files from inside somewhere else, delete the folder, launch the game. After it launches properly, close it, copy the files back inside and play the game.

Another one is to disable Steam Overlay. Don't ask me why this helps.

The game launches but nothing can be done in Main Menu (buttons do not work)
Properly set up antivirus software, firewall, Windows Defender, BitDefender or other malware protection software and similar. Please add exceptions for Ancestors Legacy. This issue occurs when the game cannot contact Steam servers and blocks. The game may also be blocked by a router firewall. Alternatively, you may try to run in offline mode, but this will prevent you from playing with other players.

Cursor is a black square
Please set your monitor color palette to 32 bit. 16bit is currently not supported. This can be changed through the system or in the driver settings.

Known technical issues:

• None! We're finally cool! ;)

[DC_vipeout]

İlk olarak Bosswave tarafından gönderildi:

İlk olarak Jack Eton tarafından gönderildi:

hey when im joining an online game i seam to be stuck on the Attemting to join network game. this may take several secons. how ever it uses about 2 min and just tell me i am un able to join. i have checkes my network both settings and conections but that does not seam to be the problem.
anyone else experiencing this ?

Yes, same problem here! I can't ever join a game. When I try to host, 40% ot the time it crashes.

It's most commonly caused by improper system setup (opening ports for steam client). This is rarely used by people, because you rarely host games on your own computer and those ports are not needed at all.

İlk olarak Bosswave tarafından gönderildi:

Hello!

I noticed that a lot of times, while playing annihilation mode, and I either win or lose, it says DRAW time's up even though there is no time and I got rekt.

Could you please describe the match setup? We'll look into it but more information would help.

[Taboo]

Dzień dobry grę mam pobraną jako "Ancestors Legacy Multiplayer Closed Beta" ale nie mogę grać bo muszę kupić grę a niestety mnie nie stać testerzy powinni nie którzy dostać grę za darmo ci co brali duży udział w testach:) bez urazy ale liczy się tylko kasa kasa i kasa co za świat...

[Pro_Rock]

A fatal error after 5-10 minutes of play. Safe Mode does not help. Reducing the quality also did not help.

[♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥]

So this game dosnt work for me it crashes every time i load no matter what i try to load and it never gives me an error code or anything just hard crashes ive made sure every thing is updated, verified cache, and made sure razer synapse is disabled still just crashes.

[TheLastArkangel]

Hello guys, there is some strange graphic glitch on screen horizontally especially when im zooming in and out. When you say 'V-Sync' problem, do you think on this glitch too? This will be patched in 1 week?

[Gui-Geek]

How come that AZERTY keyboards are not supported after release...?? You knew already there was an issure with AZERTY for monthes, and still you decide to release the game and sell it to customers? Can you explain ? I haven't played the beta, i have an AZERTY keyboard and i just bought the game. I wasn't aware about this. Fix this **** and fix it QUICK ! Ffs i can't believe this s**it, what a joke...

[Grashk]

İlk olarak ♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥ tarafından gönderildi:

So this game dosnt work for me it crashes every time i load no matter what i try to load and it never gives me an error code or anything just hard crashes ive made sure every thing is updated, verified cache, and made sure razer synapse is disabled still just crashes.

Exactly same thing ♥♥♥♥♥♥♥ game !
Crash on first menu, cant do anything , music bug, no error code and no report issue popup.
I m forces to restart my computer with the power switch
I have uninstalled razer synapse, asus gpu tweak
Disabled netlimiter , steelseries engine 3 , flux

Windows 10 last update
gtx970 last driver ( 2560 * 1440 screen )
I7 6700k
32go ram
ssd
Mouse razer deathadder chroma
Keyboard cooler master trigger

All my other game work well ( lot of games )

[Hehehehahaha]

First couple mission to burn villiage, FPS drops like crazy when they start throwing the fire

[XAL04]

hello its good game but there are little mistake and problems i cant make save in campaign

[[HAN]UmmOK]

Thanks for your reply

I was trying to creat skirmish game in single-player model.

[[DoD]Godschalk]

Not sure if this is the place to post it, but I encountered a bug just now.

During "Wichmann's Raid" Campaign, the game normally would end once i destroy their two bases. However, in my playthrough, the Victory Screen appeared already after destroying just 1 base (to be exact: the Victory Screen appeared after burning down the final house of the first base, second base untouched).

Edit: I tried to do it again (loaded my last Auto-Save) and the same thing happened.

Greetings and thanks for the fantastic work on this game.

[DC_vipeout]

İlk olarak Pro_Rock tarafından gönderildi:

A fatal error after 5-10 minutes of play. Safe Mode does not help. Reducing the quality also did not help.

İlk olarak ♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥ tarafından gönderildi:

So this game dosnt work for me it crashes every time i load no matter what i try to load and it never gives me an error code or anything just hard crashes ive made sure every thing is updated, verified cache, and made sure razer synapse is disabled still just crashes.

Have you sent us the crash report? A window should show up asking if you'd like to do that. If so, we'll be fixing it. If not, and it does not show up when you launch the game again, please send me your DxDiags to [e-mail] with link to this thread and you nicks so I know which case is which. Thank you and we apologize for the issues.

İlk olarak TheLastArkangel tarafından gönderildi:

Hello guys, there is some strange graphic glitch on screen horizontally especially when im zooming in and out. When you say 'V-Sync' problem, do you think on this glitch too? This will be patched in 1 week?

Yes, this is the bugged VSync which we're working on. A possible fix is using the frame limiter set to 60fps (if your monitor is a 60Hz one).

İlk olarak Gui-Geek tarafından gönderildi:

How come that AZERTY keyboards are not supported after release...?? You knew already there was an issure with AZERTY for monthes, and still you decide to release the game and sell it to customers? Can you explain ? I haven't played the beta, i have an AZERTY keyboard and i just bought the game. I wasn't aware about this. Fix this **** and fix it QUICK ! Ffs i can't believe this s**it, what a joke...

Yes we were aware of this and countless other issues found in the beta. We did not manage to fix them all in time and you are right to be annoyed. I want you to know however that we are indeed fixing this quick - next week is the current ETA.

İlk olarak HANUmmOK tarafından gönderildi:

Thanks for your reply

I was trying to creat skirmish game in single-player model.

Thank you, that means it should never even try hosting a beacon. Clearly something's off, we'll see into it.

İlk olarak Grashk tarafından gönderildi:

Exactly same thing ♥♥♥♥♥♥♥ game !
Crash on first menu, cant do anything , music bug, no error code and no report issue popup.
I m forces to restart my computer with the power switch
I have uninstalled razer synapse, asus gpu tweak
Disabled netlimiter , steelseries engine 3 , flux

If it did not show up instantly after crash it should try again when launching the game after a crash. Have you tried that? If that does not work, please send me your DxDiag at [e-mail] with link to this thread and your nick (since there are so many of you here)

İlk olarak Hehehehahaha tarafından gönderildi:

First couple mission to burn villiage, FPS drops like crazy when they start throwing the fire

Try lowering the graphical details, mostly post process quality, effects and detail mode.

İlk olarak kadirbaba04 tarafından gönderildi:

hello its good game but there are little mistake and problems i cant make save in campaign

Please check the OP for solutions to this issue, I've recently updated them.

İlk olarak Owl3y tarafından gönderildi:

I am having an issue with squad contol. It may be related to Steam Input system and DualShock controller being plugged in.

I've passed on the repro steps to our QA team. Thank you for the detailed explanation of your issue, we're looking into it.

İlk olarak MC Godie tarafından gönderildi:

Not sure if this is the place to post it, but I encountered a bug just now.
Edit: I tried to do it again (loaded my last Auto-Save) and the same thing happened.

Greetings and thanks for the fantastic work on this game.

Thank you for the bug report, this will definitely be looked into.

[solxiger]

This mission https://uloz.to/!pBs6YnmiGPJd/ancmanualsavegame-006-sav cannot load script.

[DC_vipeout]

İlk olarak solxiger tarafından gönderildi:

This mission https://uloz.to/!pBs6YnmiGPJd/ancmanualsavegame-006-sav cannot load script.

Thank you for the save file, we'll see why it does not load.

[DC_vipeout]

İlk olarak solxiger tarafından gönderildi:

This mission https://uloz.to/!pBs6YnmiGPJd/ancmanualsavegame-006-sav cannot load script.

This save file loads properly for us, could you describe what is the actual issue?