Cant run the game - stuck in the 'easy anti-cheat page'

[_23Chxt]

Hi,

I have to tell a brief history first.

I was playing with my friend, and when the map is loading (for the next match), my hole just shuts down. And this keep happening on and off for a couple of days. I searched for a solution, and stumble on this thread:

https://steamcommunity.com/app/686810/discussions/1/2552901289733269674/

I tried this, and this:

https://steamcommunity.com/app/686810/discussions/1/1747897731969841416/

And to my surprise, now my game doesnt even start, it get stuck in the 'easy anti-cheat page'.

What can I do?

[Team17_Service]

Hey _23Chxt,

Thanks for getting in touch with us - sorry to hear you're having issues launching Hell Let Loose.

Could you please pop us over your DxDiag information - you can do this by following the steps below:

1. Hold down the Windows Key and press R. 
   
2. The Run dialog should appear. Type dxdiag in the available text field. 
   
3. Click OK
   
4. Click Save All Information
   
5. Set the Save as type to Text File (*.txt)
   
6. Save the file DxDiag.txt to your Desktop so it is easy to find. 
   
7. Open the .txt file, copy all the contents > Paste all the contents to a free text hosting service such as http://pastebin.com/
   
8. Copy the link to your post and paste in your reply

Once we've received this information, we can take a closer look.

Can you also please confirm if you receive any error messages or notifications at all when the game is unable to launch?

Thanks in advance for any further information you can provide - get back to us when you can.

Regards,
Team17 Support

[_23Chxt]

https://pastebin.com/2K9XKTjw

And I didnt receive any error messages.

The easy cheat screen starts, the blue loading go all the way to the right, and after a few sec (10-15), it closes and starts all over again

[Team17_Service]

Hey _23Chxt,

Thanks for getting back to us with your DxDiag!

I can see from your DxDiag that you have both an onboard Intel graphics card as well as a dedicated NVIDIA card - can you please make sure that you are attempting to run the game through your NVIDIA and not your Intel card? To do this:

1. Type Settings in Windows Search and press Enter
   
2. Click on System
   
3. Under the Display tab, scroll down to the end and click on Graphics Settings
   
4. Select Desktop App and click on Browse
   
5. Find the game's location, select the .exe file and click on Add
   
6. Click on Options, select High performance and Save

Then please retest the game and see if the issue persists.

I can also see that you have Voicemeeter installed on your system, can you please uninstall this software and retest the game? You can find more information on how to uninstall this correctly here.[www.streamscheme.com]

Get back to us when you can and let us know if you are able to launch the game - if not we can investigate further.

Regards,
Team17 Support

[_23Chxt]

Hi there,

I did the high performance thing and uninstall the voicemeeter. Still the same :/

And, for an update, I did the dxdiag again.

https://pastebin.com/TmpsVZjh

[Team17_Service]

Hey _23Chxt,

Thanks for getting back to us and trying those steps.

Can you please perform a clean install of your graphics drivers? For steps on how to do this, please see the following article:

• Using DDU to perform a Clean Install of your Graphics Drivers[team17.helpshift.com]

Then double-check again that the game is set to run through your NVIDIA card and retest.

If the issue persists, let's try to check your game installation to make sure that no corrupted files are causing the problem. To do this:

1. Right-click on the game in your Steam Library
   
2. Choose Properties
   
3. Switch to the Local Files tab and press Verify integrity of game files...

Then attempt to run the game to see if the issue is resolved.

We would also recommend performing an SFC scan to reveal any possible issues with your Windows system:

1. Open the Windows Start Menu
   
2. Type “cmd”
   
3. Right-click on Command Prompt > Run as administrator
   
4. Type “sfc /scannow” without the quotes
   
5. Press Enter
   
6. If the process has revealed/resolved any issues, please attempt to run the game again

Get back to us when you can and let us know how you get on with these steps.

Regards,
Team17 Support

[_23Chxt]

Hi,

I did the 3 things, trying to run the game each time, with no success.

[Team17_Service]

Hey _23Chxt,

Thanks for confirming.

Sometimes, EAC might get disabled or stop running for unexpected reasons or without you knowing - we would recommend double-checking that your EAC is enabled:

1. Press the Windows + R keys to open your Run dialog
   
2. Type in services.msc and press Enter
   
3. Search for the EasyAntiCheat service and right-click it
   
4. Select Properties
   
5. Using the dropdown box, make sure the Startup Type is set to Manual - if it is already, we would recommend Disabling it and then repeating these steps to Enable it again
   
6. Then restart your PC and retest Hell Let Loose again

If after trying the above steps, the issue persists, can you please try uninstalling and reinstalling EAC:

1. Open your Steam Library
   
2. Right-click on Hell Let Loose and select Properties
   
3. Select Installed Files
   
4. Click on Browse
   
5. Select the EasyAntiCheat folder and find the Easy AntiCheat installer file (EasyAntiCheat_Setup.exe)
   
6. Right-click on the EasyAntiCheat_setup.exe file and click on Run as Administrator 
   
7. If UAC (User Account Control) is prompted, click Yes to grant admin access
   
8. Once the EAC window pops up, select Uninstall in the bottom-left corner of the window
   
9. Then once it is uninstalled, select Reinstall in the same place

Once the Easy Anti-Cheat engine has been re-installed, reboot your computer and retest the game.

Get back to us when you can.

Regards,
Team17 Support

[_23Chxt]

Hi there,

Same thing, the game wont start.

When I was doing the first task, it appear 2 EACs, 1 of them from EPIC. I did the procedure with both of them (it was already manual, I switch to disable, then enable it again to manual).

[Team17_Service]

Hey _23Chxt,

Thanks for getting back to us.

Can you please follow the steps in the link to perform a clean boot?[team17.helpshift.com]
A clean boot is being used to start your Windows device using a minimal set of drivers and startup programs.

Once this is done please launch the game to see if the issue still continues.

If the game starts without issue, please re-enable your start-up programs one by one - this way you may be able to pinpoint which program is interfering. To re-enable your start-up programs:

1. Follow the steps above again but enable all of your programs and services.
   
2. Then click Apply and restart your computer.

Get back to us when you can.

Regards,
Team17 Support

[_23Chxt]

Hi,

I did that and the game still doesnt launch.

[Team17_Service]

Hey _23Chxt,

Thanks for getting back in touch.

If you haven't already, can you please make sure that the following exceptions are added to any anti-virus/firewall or Windows Defender software you may be using:

• HLL.exe - Steam\steamapps\common\Hell Let Loose
  
• HLL_BugReportUploader.exe - Steam\steamapps\common\Hell Let Loose
  
• HLL-Win64-Shipping.exe - Steam\steamapps\common\Hell Let Loose\HLL\Binaries\Win64
  
• EasyAntiCheat.exe - Program Files (x86)\EasyAntiCheat
  
• EasyAntiCheat_Setup.exe - Program Files (x86)\Steam\steamapps\common\Hell Let Loose\EasyAntiCheat
  
• Launch_HLL.exe - Program Files (x86)\Steam\steamapps\common\Hell Let Loose

To do this, please press the Windows key + I to open your Windows Settings. Then:

1. Go to 'Privacy & Security' and select 'Windows Security'
   
2. In Windows Security, click on 'Virus & Threat Protection'
   
3. Under 'Virus & Threat Protection Settings' click on 'Manage Settings' under 'Virus & Threat Protection'
   
4. Scroll down to the 'Exclusions' section and click on 'Add or remove exclusions'
   
5. Click on 'Add an exclusion' and choose the type of exclusion you want to add (File, Folder, File Type, or Process)
   
6. Choose 'File' and then 'Browse' and select the file you want to exclude
   
7. Add the above files suggested and then confirm your selection - these will now be added to your Exceptions

If the issue persists following this, can you send us an updated DxDiag that is generated immediately after the freeze occurs so we can take another look?

Get back to us when you can.

Regards,
Team17 Support

[_23Chxt]

Hi there,

The exclusions apps was already ok.

this is the new dxdiag:

https://pastebin.com/3zU33Scv

[Team17_Service]

Hey _23Chxt,

Thanks for confirming.

Can you please confirm if you are launching the game from a shortcut or directly through Steam?
Can you also please confirm if Hell Let Loose is installed on your C: drive or in a different location? If so, can you please uninstall Hell Let Loose and reinstall it onto the C: drive - this is usually where EAC is installed and sometimes if they are installed in different locations there can be some conflict.

Can you also please try running Steam and the game as Admin?

To run Steam as an administrator:

1. Navigate to your Steam install folder (Default: C:\Program Files (x86)\Steam)
   
2. Right-click the Steam executable
   
3. Follow the above steps to set it to Run as Administrator
   
4. Then restart Steam

Please then retest the game and see if the issue persists.

To run HLL as administrator:

1. Right-click the game in your Steam Library
   
2. Go to Properties then the Installed Files tab
   
3. Click Browse
   
4. Locate the game executable (the application)
   
5. Right-click it and go to Properties
   
6. Click the Compatibility tab
   
7. Check the Run this program as an administrator box

Please can you then retest the game and see if the issue is resolved.

Get back to us when you can.

Regards,
Team17 Support

[_23Chxt]

Hi there,

Bringing good news!

What helped and fixed my game was the steam and game run by administrator.

The game is not installed in C:, but it worked

Thanks for the help!

[Team17_Service]

Hey _23Chxt,

Thanks for getting back to us and confirming!

We're really glad to see this has resolved the issue for you and you can get back to playing :)

Please don't hesitate to reach out in the future should you have any further queries.

Regards,
Team17 Support