Game crash on first time start up

[Rumplymaple]

This is a new game to my library and I am unable to play it for the first time as it crashes before even starting the game.
I get to the Engine Logo (Cobra) screen, and then it crashes, even after multiple attempts
I followed all the suggestions made for people experiencing this type of issue, but to no avail, the game still refuses to load and crashes on start-up.

I logged a call with Frontier Support over a week ago and have had no response from them whatsoever.

[swskydancer]

Not knowing precisely what you've tried, here is how I would start. 1. Verify the Integrity of the files in the Steam client. If no success -
2. Clear the Steam Download cache: https://help.steampowered.com/en/faqs/view/6AD7-820D-8BE5-E51F If no success
3. Check your antivirus quarantine section. I've seen issues with others where the file necessary to launch the game was quarantined and had to be restored, followed by making an exception in the antivirus so it doesn't happen again.

Here also is a link to a Planet Zoo Support page with other suggestions that can be tried:
https://customersupport.frontier.co.uk/hc/en-us/articles/360011881520-Launch-crashing-or-performance-issues-with-Planet-Zoo-on-PC
At the bottom of the list there is a link to submit a request for assistance. You will have to have a Frontier account.

I hope something above helps you. It's an awesome game.

[Rumplymaple]

Thank you swskydancer

I have tried your suggested list but am quite willing to give it another try. Hopefully not in vain.
My support request has not produced any fruit to date. Here is hoping something happens in the next few days

[grampers62]

The first thing we need to know is does your computer exceed the minimum requirements as listed on the store page in steam?
The next is if your computer and it's drivers are all up to date?
Beyond that we may need more info about your computer. For example, does it have integrated graphics and how much ram is available. There are many more things that cause failed starts though.

[76561199216690294]

Hi there! Please send us a ticket via {LINK REMOVED}https://customersupport.frontier.co.uk/hc/en-us/articles/360011881520-Launch-crashing-or-performance-issues-with-Planet-Zoo-on-PC (Hit 'Submit a request' at the bottom) so we can look into this with you :) - Support Agent Nova

[swskydancer]

You are more than welcome for the response. I would very much like you to be able to play what is my favorite game. :)

I am glad to see that grampers62 and Frontier Nova stepped in to help as well. Grampers62 knows more about computers than I do and has helped me with questions in the past. I have only had to deal with customer support a couple of times and found them to be very helpful as well. Even if you submitted a previous request to them, but still need help, submit another request via the previously linked page.

[grampers62]

Most issues in the game are often remedied by verifying files through steam library. Even fresh installs can need to be verified. Most often failed starts are related to out of date system drivers, usually graphics drivers. In the past there was a windows update that changed how some files got permission to access other files so be sure windows is up to date. If you have Geforce experience installed, be sure it is up to date. some players have needed to update/repair microsoft redistributables as well after that windows update. But that shouldn't be an issue unless many other older programs stopped working correctly.
Since we have just had a new update there might be some new issues that are the cause as well.
Again, support can scan your dxdiag report to give more detailed info on possible issues.

[Rumplymaple]

Thank you grampers62
I am checking and going through it step by step.

Hello Frontier Nova
Sorry, but, if you read the message properly you will see I have sent you a "Support request" but have not received a reply from Support! I repeatedly say I have sent in a request for support but have not received a response. Will happily repeat the suggestion, however, I hope that this time it will be more successful