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:

Originally posted by Chef Godzilla:

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.

Originally posted by Seafort:

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.

Originally posted by twinkletoes:

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"

Originally posted by German_Impact:

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! ;)

[Death Brigade]

I need help, I have bought this game a few days ago and it I haven't been able to play it at all. I can load the game up just fine to the main menu. Then I can create a skrimish game but once the game starts to load the skrimish game up it freezes and I have to ctrl+alt+del to the desktop where it then gives me a generic windows error message.

[Dæne Danheimsøn]

Is it possible to play the game with Directx 12?

[Dæne Danheimsøn]

LowLevelFatalError [File:e:\Anc_FULL_RC1\Engine\Source\Runtime\Windows\D3D11RHI\Private\D3D11Util.cpp] [Line: 233]
Result failed
at e:\Anc_FULL_RC1\Engine\Source\Runtime\Windows\D3D11RHI\Private\D3D11Viewport.cpp:291
with error 8876017C

[Shower]

Got my "no sound" problem resolved. The culprit was the XAudio2_7.dll. Thinking DirectX could have corrupted files, I've tried to reinstall it using the redistributable pack june 2010. Strangly the intallation didn't want to finish correctly. It succeded only after I deleted XAudio2_7.dll from both Windows\System32 and Windows\SysWOW64. Also, the 64 bit version is larger then the 32 bit (515 KB vs 507 KB). Because of that, using the file provided with the game didin't help at all when I put it in the SysWOW64 directory (mind that I had no sound before I overwrote the file so it was already corrupted).

[ruben]

Thinking of buying the game, but I'm on iMac and I don't see the apple icon, I use steam to start my games, won't the game work on my iMac?

[DC_vipeout]

Originally posted by used8787:

Game keeps crashing on the first loading screen. I completed the steps in the common crash error but still cant get the game to run.

Intel(R) Core(TM) i7-5930K CPU @ 3.50GHz (12 CPUs), ~3.5GHz
Memory: 16384MB RAM
Windows 10 64 bit
GeForce GTX 980 Ti

Please send me yoru DXDiag at [e-mail]

Originally posted by Captain Robert:

"THIS SAVE IS AN OLD VERSION!
It is possible to start the game using it, but there may be some errors...."

This is what i get starting the game now....and guess what?
I crash now every time i launch it, prior to that it was running it
on Ultra 60FPS all the time with no problems.

The thing is.... Since i'm on Steam with automatic updates, how the hell is that the game can run on an "Old version" save anyway? Do i have to abort ALL my campaign, and start from scratch??

The warning tells you that the game may break while trying to load the save. No, you do not have to start the entire campaign from scratch, simply enter the campaign menu and start the map again. I know this is not ideal, but that's a result of a bigger patch that fixed multiple issues with maps and the saves are no longer compatible. We thought about blocking that possibility altogether, but the save files may work for some maps, or between some patches so closing all possibilities seemed like an overkill.

Originally posted by Death Brigade:

I need help, I have bought this game a few days ago and it I haven't been able to play it at all. I can load the game up just fine to the main menu. Then I can create a skrimish game but once the game starts to load the skrimish game up it freezes and I have to ctrl+alt+del to the desktop where it then gives me a generic windows error message.

Please check the OP for common solutions.

Originally posted by Virus Frost:

Is it possible to play the game with Directx 12?

Yes.

Originally posted by Virus Frost:

LowLevelFatalError [File:e:\Anc_FULL_RC1\Engine\Source\Runtime\Windows\D3D11RHI\Private\D3D11Util.cpp] [Line: 233]
Result failed
at e:\Anc_FULL_RC1\Engine\Source\Runtime\Windows\D3D11RHI\Private\D3D11Viewport.cpp:291
with error 8876017C

Have you sent us the crash report through a window that shows up?

Originally posted by Shower:

Got my "no sound" problem resolved. The culprit was the XAudio2_7.dll. Thinking DirectX could have corrupted files, I've tried to reinstall it using the redistributable pack june 2010. Strangly the intallation didn't want to finish correctly. It succeded only after I deleted XAudio2_7.dll from both Windows\System32 and Windows\SysWOW64. Also, the 64 bit version is larger then the 32 bit (515 KB vs 507 KB). Because of that, using the file provided with the game didin't help at all when I put it in the SysWOW64 directory (mind that I had no sound before I overwrote the file so it was already corrupted).

Thank you very much for that information, we'll be able to secure such cases for others.

Originally posted by ruben:

Thinking of buying the game, but I'm on iMac and I don't see the apple icon, I use steam to start my games, won't the game work on my iMac?

We do not support Mac. There are no plans to support Mac that I am aware of.

[Dæne Danheimsøn]

Windows 10 set back to earlyier version works. FOR d3dx11 problems.

[Dæne Danheimsøn]

Low level fatal error. Wird durch Windows 10 auf vorherige Version behoben.

[RintFosk]

where can I find the crash report?

[DC_vipeout]

It's sent to us after a crash through a window that should show up once it actually happens. It's not stored anywhere else.

[[B.E] F. Uttermick]

Hey there!

I've got 2 bugs to report and some feedback. First the bugs:

1. I'm not able to finish the last mission of the German Campaign with Rudolf. As soon as the phase with the main armies start (The moment when the cav's going to attack you and Thomas has died), you should get command over a part of the army right? Because Rudolf says something like: "Youre in charge now.." and some units are moving onto the battlefield, looking like they are waiting for your control. Actually I don't get the command. The whole army just stands around doing nothing and gets slaugthered one after the other and I can't controll anyone except that Marshal-Hero dude. They seem to stay in the "NPC-related State".

2. This was the fourth mission of the Saxon campaign "Edward the Confessor". At the start of the mission you have to follow this peasant and hide from the guards. After some sneaking he diverses the guards so you can safely enter the meeting-point with him. In this meeting point 2 enemy guards are approaching and you must fight them. If you do and you don't finish them until the peasant is back the actual "trigger" doesn't seem to work anymore. He just sticks nearby the well and hides forever. I had to reload and play it again and try to finish the guards before he approaches and then it worked.

Feedback:
The last mission of "Edward the Confessor" campaign is a bit too tough on hard-difficulty. If not unbeatable actually. The start is actually quite nice with the big army battle going on, but as soon as the king rides for reinforcement, the difficulty radically explodes. There are suddenly about 18 units approaching you and I barely managed to stand the battle before with actually none infantry units left. If that's the case, this is not managable anymore. So, here is what I would propose from a design perspective: 1. Lengthen the passage of the enemy units, because this short periode of time until they get to your camp, only allows for very little strategic variety and it all boils down to trial and error -> NOT FUN! 2. Maybe hand the player at least some units so he can prepare a bit faster and has slightly more chance of actually winning the battle.

[DC_vipeout]

Originally posted by B.E VoodooChild:

Hey there!

I've got 2 bugs to report and some feedback. First the bugs:

1. I'm not able to finish the last mission of the German Campaign with Rudolf. As soon as the phase with the main armies start (The moment when the cav's going to attack you and Thomas has died), you should get command over a part of the army right? Because Rudolf says something like: "Youre in charge now.." and some units are moving onto the battlefield, looking like they are waiting for your control. Actually I don't get the command. The whole army just stands around doing nothing and gets slaugthered one after the other and I can't controll anyone except that Marshal-Hero dude. They seem to stay in the "NPC-related State".

2. This was the fourth mission of the Saxon campaign "Edward the Confessor". At the start of the mission you have to follow this peasant and hide from the guards. After some sneaking he diverses the guards so you can safely enter the meeting-point with him. In this meeting point 2 enemy guards are approaching and you must fight them. If you do and you don't finish them until the peasant is back the actual "trigger" doesn't seem to work anymore. He just sticks nearby the well and hides forever. I had to reload and play it again and try to finish the guards before he approaches and then it worked.

Feedback:
The last mission of "Edward the Confessor" campaign is a bit too tough on hard-difficulty. If not unbeatable actually. The start is actually quite nice with the big army battle going on, but as soon as the king rides for reinforcement, the difficulty radically explodes. There are suddenly about 18 units approaching you and I barely managed to stand the battle before with actually none infantry units left. If that's the case, this is not managable anymore. So, here is what I would propose from a design perspective: 1. Lengthen the passage of the enemy units, because this short periode of time until they get to your camp, only allows for very little strategic variety and it all boils down to trial and error -> NOT FUN! 2. Maybe hand the player at least some units so he can prepare a bit faster and has slightly more chance of actually winning the battle.

1 - known and we're looking into it, although we are unable to reproduce the issue. If you could try describing the situation as accurately as possible it would help us nailing it.

2 - you need to go back in there and kill those guys, otherwise your ally will not continue. They have to be killed in order to progress, because the ally (you called him peasant) will not continue until it's safe.

Feedback - we'll look into nerfing this part a bit, but no promises.

[Cool Breeze]

hmm still crashes suddenly on a freezze ... after it runs perfekt right before the crash..(have many games but only this crashes) still no reports come up when it happens.. have lower the settings. reinstalled, veryfied files.But still the same problem time after time, and after 14 hours of gameplay and over 30 times like this now where the game stops like that :(


BTW love the game ;)

[DC_vipeout]

Originally posted by Cool Breeze:

hmm still crashes suddenly on a freezze ... after it runs perfekt right before the crash..(have many games but only this crashes) still no reports come up when it happens.. have lower the settings. reinstalled, veryfied files.But still the same problem time after time, and after 14 hours of gameplay and over 30 times like this now where the game stops like that :(


BTW love the game ;)

I could find out what exactly issue you have if you give me your PC name (assuming you have sent a crash report at least once). Other than that I may just suggest what's in the common solutions.

[Vergil]

vipeout, I believe I faced the same problem as him a few days ago, but only once.

I left a download link for the error event in the bug thread in the forum, which is the only track I have for this freezing problem.

Once I get home, I will leave my DXdiag there aswell.