Sigh.. D3D device being lost 0x887A0005 and 0x887A0006 'HUNG'

[wet socks]

Hey people,

first of all, the two errors I've got:

LowLevelFatalError [File:Unknown] [Line: 198] Unreal Engine is exiting due to D3D device being lost. (Error: 0x887A0005 - 'REMOVED')

HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
kernel32
ntdll

and

LowLevelFatalError [File:Unknown] [Line: 198] Unreal Engine is exiting due to D3D device being lost. (Error: 0x887A0006 - 'HUNG')

HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
HLL_Win64_Shipping
kernel32
ntdll

Both happened on dx11 in fullscreen mode, 1440p NVIDIA DSR, which shouldn't affect any of this. Dx12 crashes too, but without a crashlog. The crashes happen randomly.

My hardware:
-5800x3d
-3070 ti
-16gb RAM 3200MHz
-Win 10
-game is installed on a SSD

The game ran fine when I used my 2060 and a 2700x. I have played with both, dx11 and dx12, no crashes, DSR on.

What I have tried: I reinstalled my drivers after uninstalling them with DDU. My game runs as administrator, I tried fullscreen and bordlerless fullscreen, I reinstalled the game and also deleted every config in AppData, I removed all sorts of overclocks (but I'd love to keep at least my undervolt in the future, since my PC turns into a vacuum cleaner without, every other game runs fine with it and benchmarks do so too). I have also tested other UE4 games, like deep rock galactic. No crashes there so I am guessing this is a HLL exclusive issue. I have also no overlays turned on whatsoever and g-force experience is not installed, just the driver.

My system usually doesn't crash anywhere else, it's just HLL so I am very puzzled as to why this is happening to me and so many other people with properly taken care of systems.

I would appreciate any help. Thanks!

Edit: the issue is more or less solved, read down below what exactly I've tried, maybe it works for you too!

[Ewerton]

Exact same problem here. I play in a notebook with an GTX1660TI tried a lot of sugestion from other forum threads, nothing helped.
Please, can someone look into this? I love this game so much to ask for a refund :)

[Team17_Assistance]

Greetings both,

Sorry to hear that this is happening - @wet socks thank you for providing such a detailed report.

would it be possible to see your system information so that we can try to help? To do this:

1. Hold down the Windows Key and press R, the Run dialogue should appear > Type dxdiag in the available text field > Click OK
   
2. Click Save All Information > Save the file DxDiag.txt to your Desktop so it is easy to find
   
3. Open the .txt file, copy all the contents > Paste all the contents to a free text hosting service such as http://justpaste.it
   
4. Copy the link to your post

Regards,

Team17 Support

[wet socks]

Originally posted by Team17_Assistance:

Greetings both,

Sorry to hear that this is happening - @wet socks thank you for providing such a detailed report.

would it be possible to see your system information so that we can try to help? To do this:

1. Hold down the Windows Key and press R, the Run dialogue should appear > Type dxdiag in the available text field > Click OK
   
2. Click Save All Information > Save the file DxDiag.txt to your Desktop so it is easy to find
   
3. Open the .txt file, copy all the contents > Paste all the contents to a free text hosting service such as http://justpaste.it
   
4. Copy the link to your post

Regards,

Team17 Support

https://justpaste.it/62kog there you go :)

Btw I might have fixed the issue for now, but need to further test. It's a bit of weird one and I wonder if this has to do anything with HLL:

I have a Displayport and HDMI cable in my monitor at the same time due to using steam link on my TV on occasion. Dsiplayport sadly deactivates itself when the main monitor is turned off, that's what the HDMI connection is for.

Could it be that HLL doesn't like it when two cables at the same time are in use? I was playing via displayport, but could it be confliciting with the HDMI connection, which was set to not be displayed in the system options?

(aside from this, running dx11 now, windowed fullscreen, game as admin and with a antivirus exception, no GPU OC, just undervolt, which is stable on any other UE4 game as well.. btw I don't plan to turn that off, my PC turns into a vacuum cleaner as soon as I am playing without an undervolt)

Best regards

[Ewerton]

So, i will steal this post from @wet socks as my problem is identical and mine still occurs.
When running DXDIAG i get the following message: Error: Problem getting extra sound info.

Then it finishes.
Here are my dxdiag

https://justpaste.it/cgr60

Can you guys please take a look into that?

[wet socks]

Originally posted by Ewerton:

So, i will steal this post from @wet socks as my problem is identical and mine still occurs.
When running DXDIAG i get the following message: Error: Problem getting extra sound info.

Then it finishes.
Here are my dxdiag

https://justpaste.it/cgr60

Can you guys please take a look into that?

Maybe this helps, so far my game has not crashed by doing all of these things (but I've only played about 1 1/2 hours total):

-disable dx12
-windowed fullscreen no matter if with or without DSR (select the required resolution before starting the game)
-no overclocks, just the undervolt is activated for my GPU now
-start the game as admin
-disable fullscreen optimizations
-antivirus exception for the entire game folder
-Uninstall your driver with DDU and reinstall it
-only use one monitor (just in case) and no wonky cable setups as mentioned in my post above
-(I also completely reinstalled the game, including the AppData config files)

About your sound issues.. have you installed your motherboards audio drivers? Maybe something is missing, but I doubt that this could be the reason for crashes.

[Ewerton]

Originally posted by wet socks:

Originally posted by Ewerton:

So, i will steal this post from @wet socks as my problem is identical and mine still occurs.
When running DXDIAG i get the following message: Error: Problem getting extra sound info.

Then it finishes.
Here are my dxdiag

https://justpaste.it/cgr60

Can you guys please take a look into that?

Maybe this helps, so far my game has not crashed by doing all of these things (but I've only played about 1 1/2 hours total):

-disable dx12
-windowed fullscreen no matter if with or without DSR (select the required resolution before starting the game)
-no overclocks, just the undervolt is activated for my GPU now
-start the game as admin
-disable fullscreen optimizations
-antivirus exception for the entire game folder
-Uninstall your driver with DDU and reinstall it
-only use one monitor (just in case) and no wonky cable setups as mentioned in my post above
-(I also completely reinstalled the game, including the AppData config files)

About your sound issues.. have you installed your motherboards audio drivers? Maybe something is missing, but I doubt that this could be the reason for crashes.

I already tried almost all of your suggestions... Later tonight I will test all of them. And, yes, I also believe that the problem is related to Display Port and dual monitor because, if I recall correctly, the crashes started when I bought a Thunderbolt 3 Dock Station.
Suspeting this, I plugged my monitor direct to my notebook via hdmi and the rest of my peripherals via the dock station, the crashes still occur so I still investigating it.

[wet socks]

Originally posted by Ewerton:

Originally posted by wet socks:

Maybe this helps, so far my game has not crashed by doing all of these things (but I've only played about 1 1/2 hours total):

-disable dx12
-windowed fullscreen no matter if with or without DSR (select the required resolution before starting the game)
-no overclocks, just the undervolt is activated for my GPU now
-start the game as admin
-disable fullscreen optimizations
-antivirus exception for the entire game folder
-Uninstall your driver with DDU and reinstall it
-only use one monitor (just in case) and no wonky cable setups as mentioned in my post above
-(I also completely reinstalled the game, including the AppData config files)

About your sound issues.. have you installed your motherboards audio drivers? Maybe something is missing, but I doubt that this could be the reason for crashes.

I already tried almost all of your suggestions... Later tonight I will test all of them. And, yes, I also believe that the problem is related to Display Port and dual monitor because, if I recall correctly, the crashes started when I bought a Thunderbolt 3 Dock Station.
Suspeting this, I plugged my monitor direct to my notebook via hdmi and the rest of my peripherals via the dock station, the crashes still occur so I still investigating it.

Good luck! I am crashfree so far (might change) and I am pretty sure it was due to a weird cable setup.

[Ewerton]

Today I followed @wet socks suggestions and I was able to play three matches without any crash.
Will keep testing and updating here if I found something new

[Team17_Helper]

Hello Ewerton,

Thank you for getting back to us.

We are glad to hear you are able to play the game now after following the steps provided by wet socks. We hope you now get to enjoy the Hell Let Loose experience.

If you have any other problems or questions please do not hesitate to contact us.

Regards,
Team17 Support

[wet socks]

Originally posted by Ewerton:

Today I followed @wet socks suggestions and I was able to play three matches without any crash.
Will keep testing and updating here if I found something new

glad that it works for now! I didn't encounter any crashes too so far.