Official Phoenix Wright: Ace Attorney Trilogy Troubleshooting & Issue Reporting Thread

[Capcom Customer Service]

We hope you’re all enjoying or will be enjoying Phoenix Wright: Ace Attorney Trilogy shortly! While we hope all of our fans will have a great time with the game, there will always be some cases here and there where the game may not function correctly under certain environments and / or hardware combinations.

We’ve set up this troubleshooting and feedback thread for you all to share any technical issues you may be having with the game.

Before providing any reports, please ensure you've followed the steps below to rule out problems with your PC, Steam, or the game’s files:

Troubleshooting Guide

1. Check the game’s system requirements

Please make sure you meet the minimum requirements for the game, outlined on the bottom of the game’s Steam Store page; if you do not meet the minimum requirements for the game, this may result in poor framerate, or the game not running.

If you do meet the minimum specifications but not the recommended specifications, you may want to try turning down the graphics settings, if you haven't already. Please note that most graphical settings changes require the game to be restarted in order for the changes to take effect.

Some high end integrated graphics chips and modern laptop integrated GPUs may work, but have not been tested, nor are they officially supported by Capcom. If you’re using a laptop with a dual GPU dedicated graphics card and integrated graphics processor, we recommend disabling your integrated graphics via the BIOS settings prior to launching the game. For more information on accessing your BIOS, please see your laptop/motherboard manufacturer manual.

If you’re using a multi-GPU setup such as NVIDIA’s SLI or ATI’s Crossfire technologies, we recommend experimenting with disabling these settings, as they may cause compatibility issues with the game.

Capcom does not warrant nor officially provide technical support for PCs that do not meet the official, minimum system requirements.

2. Add the game’s folder and files to your anti-virus program’s exception / exclusion list

Some launching issues may be attributed to certain Anti-Virus software preventing the game executable from launching due to a false-positive error. We recommend users add all of the following files and folders to the Anti-virus and Firewall exclusion list to prevent this issue. If these files and folders were already added previously, try removing them from the exclusion list and re-adding them.

Note: To quickly access the following folders, press Windows Key + R then copy and paste the folder URL below.

PWAAT.exe Default Location: C:\Program Files (x86)\Steam\steamapps\common\Phoenix Wright Ace Attorney Trilogy

Steam.exe Default Location: C:\Program Files (x86)\Steam

Steam AppData Default Location: C:\Users\%USERNAME%\AppData\Local\Steam

For a guide on adding exceptions to your anti-virus software, please visit one of the following links:

1. Windows Defender[support.microsoft.com]
   
2. Microsoft Security Essentials[answers.microsoft.com]
   
3. Malwarebytes[www.malwarebytes.com]
   
4. Avast Antivirus[www.avast.com]
   
5. AVG Antivirus[support.avg.com]
   
6. Kaspersky Anti-Virus[support.kaspersky.com]
   
7. Webroot SecureAnywhere[www5.nohold.net]
   
8. McAfee Antivirus (Steam Support guide)
   
9. Bitdefender*[www.bitdefender.com]

*For Bitdefender, you will need to also add the game’s .exe file to the program’s Whitelist. To do this, follow these steps:

1. Open Bitdefender
   
2. Go to the Protection tab
   
3. Click “View Feature”
   
4. Click the gear icon inside the “Advanced Thread Defense” box
   
5. Select “Add applications to the whitelist”
   
6. Browse and navigate to the .exe file
   
7. Once the .exe file is added, close Bitdefender and relaunch the game

3. Give administrator privileges to Steam and the game

Some users can get the game running properly by running Steam.exe in administrator mode. This can be done by right-clicking on the .exe file and selecting “Run as administrator.” If that doesn’t work, try running the game’s .exe file in administrator mode as well.

4. Update your Video/Graphics Drivers and Windows Operating System

Try updating your video card drivers, as oftentimes outdated drivers can cause a variety of issues ranging anywhere from in-game graphical problems, to the game not starting, and more.

For the latest Nvidia drivers, click here[www.nvidia.com].
For the latest AMD drivers, click here[support.amd.com].

Additionally, please ensure that Windows Update has been run and that all the latest updates have been installed on your operating system.

If you still experience issues, you may want to try performing a clean installation of the video driver set. This will remove any extraneous driver DLL files or game profiles that existed with the previous driver installation.

To do a clean video driver install, many enthusiasts use a third-party program called Display Driver Uninstaller[www.guru3d.com] (DDU), which completely removes components that were part of the original driver installation package.

1. Run DDU and uninstall old video driver.
   
2. Install the latest OEM video card driver and reboot your PC.
   
3. Run the latest DirectX installer package[www.microsoft.com] and reboot your PC.

IMPORTANT! Please don't forget to reboot Windows upon completing a video driver installation. This will help reinitialize the driver and the graphics card using the new driver.

5. Check your graphics driver settings & computer power settings

To reiterate, some high end integrated graphics chips and modern laptop class discrete GPUs may work, but have not been tested, nor are they officially supported by Capcom. Laptops with dual GPUs, such as an Intel Integrated Graphics Processor + Nvidia Dedicated Graphics Card, may need additional configuration in the event the integrated processor is overriding the dedicated graphics drivers.

If using a dual Nvidia / Intel GPU, follow these steps:

1. Install the latest Intel integrated drivers[downloadcenter.intel.com]
   
2. Reboot your PC
   
3. Open Nvidia Control Panel
   
4. Click 'Manage 3D Settings'
   
5. Go to 'Program Settings' and then select the game (if it is not in the list you can add it manually by clicking 'Add')
   
6. Scroll down to 'Power Management Mode'
   
7. Set it to 'Prefer Maximum Performance' / ‘High Performance Processor’ instead of 'Adaptive'
   
8. Close Nvidia Control Panel and launch the game

If using a dual AMD “Switchable Graphics” GPU, follow these steps:

1. Open AMD Catalyst Control Center
   
2. Under “Switchable Graphics”, select the High Performance section and select the game (if it is not in the list you can add it manually by clicking 'Browse')
   
3. Click ‘Apply’
   
4. Close AMD Catalyst Control Center and launch the game

Additionally, double-check your desktop / laptop’s power settings by performing the following:

1. If using a laptop, ensure the charger is connected
   
2. Open Control Panel
   
3. Select Power Options
   
4. Select “Change Plan Settings”
   
5. Select “Change advanced power settings”
   
6. From within the dropdown menu, select “High performance” and click ‘Apply’ then ‘OK’
   
7. Launch the game

6. Update DirectX

We recommend downloading and running the DirectX End-User Runtime Web Installer[www.microsoft.com] to ensure DirectX is fully up to date.

7. Update your Windows Media Player codecs

Certain cutscene segments use video playback which relies on Windows' default Media Player codec.

If you're experiencing video playback issues during cutscenes, please try installing Microsoft's Media Feature Pack from the link below. Certain Windows editions, particularly in EU territories and Korea, may not have Windows Media Player and its codec preinstalled.

Windows 8 or newer: https://support.microsoft.com/ja-jp/help/3145500/media-feature-pack-list-for-windows-n-editions

Windows 7 series: https://www.microsoft.com/en-us/download/details.aspx?id=16546

If you have separately installed another codec, there may be compatibility issues with certain video codec which may cause video corruption issues during gameplay. If you're using a different codec besides Media Feature Pack, please ensure the codec is configured so it does not run under Media Foundation.

8. Verify the game’s cache in Steam

Try verifying the game's cache in Steam. You can do so by following the steps outlined in this Steam support article (reposted below). This may find missing or damaged files that need to be repaired, even if you've just installed the game. You may also try temporarily disabling your anti-virus while verifying the cache or launching the game, as on occasion anti-virus programs may flag games or the files necessary to play them as a virus.

To verify the game’s cache, follow these steps:

1. Restart your computer and launch Steam
   
2. From the “Library” section, right-click on the game and select “Properties” from the menu.
   
3. Select the “Local files” tab and click the “Verify integrity of game files...” button.
   
4. Steam will verify the game's files - this process may take several minutes.
   
5. Important: One or more files may fail to verify. This is normal for most Steam games. The files that fail to verify are local configuration files that should not be replaced as part of this process. You can safely ignore this message.

This process allows the Steam client to scan every single file you downloaded for this game, verify checksum of each, and compare that against the file manifest data on Steam's content server. If the file is missing or has a different checksum value, you will receive a message stating "X files failed to validate and will be reacquired." What this means is that some files have either been deleted, or may have been corrupted. Click “Close,” and Steam will automatically download and / or replace the problematic files.

If you still experience visual / audio-related issues or crashes, please provide the detailed information below.

A) Your System Specs

1) CPU name & model
2) Name / model of the desktop or laptop (if available)
3) Graphics card / chip model and the amount of VRAM
4) Video driver version number
5) System memory size
6) OS version (Windows 7, 8, 10, 64-bit/32-bit, etc. Please make special note in your specs if you are running Windows "N" and "K" editions that do not come with Windows Media Player.)
7) Anti-virus software name and version
8) Your monitor and/or HDTV model number (if using multiple displays, please provide all make and model numbers)
9) HDMI cable brand and model number (if available). Please confirm whether your HDMI cable is certified or compatible with 4K and HDR.
10) Your region (continent and/or country)

A good deal of this information, such as the graphics card model and VRAM, are available by running a DxDiag report.

To create a DxDiag report:

1. Open a "Run" dialog in Windows. This can either be done by typing "run" into Start Search, or by holding the Windows key and pressing "R." (Either method works in Windows 7, 8, 8.1, and 10.)
   
2. Type "dxdiag" (with or without quotes) into the box that comes up.
   
3. From the DirectX Diagnostic Tool window, wait for the tool to gather the information it needs, then click "Save All Information..." which will ask you to save a text file, named "DxDiag.txt" by default. Save this file somewhere where it will be easy to find, then attach it in your response.

C) Give as many details about your issue as possible

Please share your specific issue and the location(s) where you’re experiencing the issues – for example, if you’re having problems with the framerate, is it happening constantly, or is it during certain modes, during gameplay, etc.? The following information can greatly help as well:

• Have you confirmed you’ve met at least the minimum system requirements for the game (See Step 1 in the Troubleshooting Guide)?
  
• Where and when did the issue occur?
  
• What were the character(s) doing when this issue occurred?
  
• Did the issue resolve itself when you rebooted the game?
  
• Please also attach any screenshots or video of your issue, preferably via a Dropbox[www.dropbox.com], Google Drive[www.google.com], or OneDrive[www.onedrive.live.com] link.

D) Detailed reproduction steps, if consistently reproducible

The more detailed info you can provide, the quicker the error can be attempted to be reproduced and investigated.

Thank you for your patience and support!

Best Regards,

Capcom Customer Support

Please note that this thread is only for posting issues with the game and specifications for Phoenix Wright: Ace Attorney Trilogy; in the interest of staying on-topic, any extraneous discussion or derailment may be removed.

[Cattlesocerer]

I have verified the install a few times, restarted steam and my computer, and have been running the .exe as admin but cannot get the sound working. I have verified that the sound is working with other apps/steam games, so I know it's not a problem there.

[DarkFrost]

I'm getting stuck at the loading screen where it says "loading content" and can't get the game to start. Please help.

[Space Attorney]

I have a 144Hz monitor, and by default the game has VSync on, which will actually increase the processing speed of the entire game until its framerate hits 144. This causes the cinematics and text boxes to fly by super-fast. Just turn off VSync and the problem should go away. Hope this helps if anyone else has this issue.

[Your Friend Jesus]

It seems that not all button prompts change when using a controller. For example in the tutorial when Mia is talking about the controls it shows the keyboard prompts instead of controller (even though the button prompts for controller are showing up at the bottom of the dialogue boxes for pause and opening court records. An example of both keyboard and controller showing up at the same time even though I am only using a controller
Screen: https://i.imgur.com/9stEz5s.jpg

Edit: https://steamcommunity.com/sharedfiles/filedetails/?id=1708508086
Here is clearer what i mean. It should say RB instead on TAB

[Syliconna]

My screen blinks when I open evidence menu

[GamerSeb]

I changed the key to "Present Evidence" from A to E, but it still asks me to press A.

[Tyler Insight]

Cannot simply start the game. It stucks in windowed mode with white screen - sometimes crashes, sometimes stays in non-responding state.

[Twilight]

Game starts and plays fine, but if I try to resize resolution, or change to full screen the game will only show the upper left corner of the screen. If needed I will try to post a screen shot of the issue I'm having later on..

[Tyler Insight]

If it's somehow helps you to fix error, here is info from two logs

Crash!!!
SymInit: Symbol-SearchPath: '.;T:\SteamLibrary\steamapps\common\Phoenix Wright Ace Attorney Trilogy;T:\SteamLibrary\steamapps\common\Phoenix Wright Ace Attorney Trilogy;C:/WINDOWS;C:/WINDOWS/system32;SRV*C:/websymbols*http://msdl.microsoft.com/download/symbols;', symOptions: 530, UserName: 'User'
OS-Version: 10.0.17134 () 0x100-0x1
Crash in winutils::ProcessInternalCrash(PEXCEPTION_POINTERS pExInfo)


======> SECOND LOG
Phoenix Wright_ Ace Attorney Trilogy _ 逆転裁判123 成歩堂セレクション [version: Unity 2017.4.8f1 (5ab7f4878ef1)]

nvwgf2um.dll caused an Access Violation (0xc0000005)
in module nvwgf2um.dll at 0023:57efe2ef.

[Damin72]

Originally posted by GamerSeb:

I changed the key to "Present Evidence" from A to E, but it still asks me to press A.

Because all buttons hardcoded in game scripts. You can change buttons for you, but for game they will be same.

[PirateGoatCalico]

There seems to be an issue when I have to show proof for something which has been proclaimed through the options - if I get it wrong, the judge penalizes me, and the game freezes...
Has anyone else experienced this problem?

[HueyLewisFan]

Upon suggesting "The assistant lady" is the murderer in case 1-3 in the first game of the trilogy, I was not able to progress after being penalized by the judge. The game didn't freeze or anything, I was simply unable to continue playing as if the game was not recognizing any button input. I do have footage of said issue, although it really just shows me clicking around aimlessly for a minute then exiting the program.

[PirateGoatCalico]

Originally posted by HueyLewisFan:

Upon suggesting "The assistant lady" is the murderer in case 1-3 in the first game of the trilogy, I was not able to progress after being penalized by the judge. The game didn't freeze or anything, I was simply unable to continue playing as if the game was not recognizing any button input. I do have footage of said issue, although it really just shows me clicking around aimlessly for a minute then exiting the program.

This is what happens to me, too! So far I have experienced it multiple times in Ep2 and now in Ep3 as well :3

[ddmlink]

Originally posted by PirateGoatCalico:

Originally posted by HueyLewisFan:

Upon suggesting "The assistant lady" is the murderer in case 1-3 in the first game of the trilogy, I was not able to progress after being penalized by the judge. The game didn't freeze or anything, I was simply unable to continue playing as if the game was not recognizing any button input. I do have footage of said issue, although it really just shows me clicking around aimlessly for a minute then exiting the program.

This is what happens to me, too! So far I have experienced it multiple times in Ep2 and now in Ep3 as well :3

Came here to say the same thing. However it seems to be every time the judge penalizes me for answering wrong. I'm only in Episode 3.

EDIT: I have a 165 Hz monitor and turned off VSync like someone else mentioned earlier, and now it isn't getting stuck anymore.

[Sugriva The Chimp]

I Pre Ordered the game and still haven´t received the wallpaper for pre ordering it.