Game not loading in from character select screen

Technical Support
1

game is stuck on character select screen and doesn’t even progress to loading screen
game was working fine for more than a year but today this problem has started.
playing on steam and win 10
to be clear the game freezes ( hangs) - does not crash. i have to manually end task.
i have tried restarting the system and verifying game files
.*Player.log (9.0 KB)
le_graphicsmanager.ini (465 Bytes)
DxDiag.txt (125.4 KB)

2

Welcome to the forum.

The player.log does show freezing and your settings should be fine on your hardware.

Considering you say you have been playing for over a year till today, I have to ask, what changed? Please View Reliability History and look at anything that installed or updated in the last 48h or so (i.e. around the time you successfully played vs now).

There could be any number of updated apps or system patches that could have changed something.

Looking at your dxdiag - I see that you are having two things:

  • DtsApo4Service.exe - this is the DTS Audio subsystem and is crashing on your laptop - it could be that you need to update a driver or something to correct this. Audio problems can and do cause issues with LE so its important to check this.

  • AsusSplendid.exe, AsusTru2Life.dll are crashing. This is part of the ASUS Splendid application. The Tru2Life dll is related to video processing and could be affecting LE. I did a quick search and found that the Asus Splendid app is crashing for lots of people recently. Perhaps this is a problem for you to.

I would also suggest you make sure that there hasnt been a configuration change with your Laptops performance modes - i.e. make sure its not reverted to some sort of dynamic performance config while testing LE - it should always run on performance mode and there shouldnt be any dynamic changing of video output while playing LE.

3

thank you for the fast reply
i checked my reliability history and the only change it shows between yesterday and today is 2 windows updates regarding windows app installer and microsoft,get started ( tips )
i tried both updating the DTS audio subsystem and then disabling - both did not work
for the asus splendid i uninstalled and then reinstalled all drivers - also did not work

DxDiag.txt (126.7 KB)
Player.log (9.0 KB)
le_graphicsmanager.ini (493 Bytes)

here i have uploaded the latest player log

if it still shows the same issues then i guess the solution is beyond my capability
ensured that LE always runs on performance mode

anyway thank you for replying and i sincerely appreciate your efforts
regards

4

Hmm…

Some thoughts & suggestions:

  1. My first gut feeling would be to uninstall those Windows Updates - purely because they are so close to when you were last able to play properly that they could very well have done something. Directly or indirectly. Its not unusual for a windows patch to mess up gaming in some way. It happens more often that most people realise. Its always possible that an update could create a mismatch in previously compatible system apps or components.

  2. Your system is now showing GetMonitorInfo.exe errors - this exe is supposed to be part of Asus software and it seems to be showing some sort of .NET related error codes. Not sure what this could actually point to - perhaps there are some corrupted files on your system due to the Asus Splendid software crashing. Google shows this file is in an Asus subfolder related to monitor refresh rates so if its meant to be doing something related to refresh rates or dynamically changing them it could definitely be messing with LE.

  3. DtsApo4Service.exe is still crashing. but now its crashing the ntdll.dll (core windows dll) as well as its own dlls. It seems to be related to BEX64 which is a Data Execution Protection system that windows has to try and prevent applications from misbehaving. So this looks like whatever you did, made no difference - i.e. the issue still exists.

I would recommend that you::

  1. Using System File Checker in Windows - Microsoft Support to make sure that your OS is actually ok and there are no corrupted files etc.

  2. Double check all the issues around the Asus Splendid application and see if there are any other Asus users experiencing errors - perhaps there is something that needs to change since a windows update

  3. I checked the Asus website: https://www.asus.com/us/supportonly/FX516PR/HelpDesk_Download/ and found that there are a LOT of driver updates for your laptop that are dated in the last few weeks / even days. Including a new GPU driver from the 7th Oct. I would recommend getting all of these and checking if they are not fixing something that you are now experiencing.

  4. I know you said you have been playing for a while now, but I am wondering if some sort of thing changed. Did you plug in a new device. Change cables? Did you install a new application? Did you change anything recently for another game? Did you experience an odd event of some kind on your system - like something else crashed or windows logged some error?

  5. I am a little concerned about why Dxdiag is reporting that your integrated XE iGPU is the default and not your 3070. This could just be something to how the laptop works as all manufactures have their own special sauce but perhaps it should be showing the 3070 as the default rather than the XE especially if its on performance mode. Thats usually what I see in Dxdiag reports… Maybe you want to check if you can disable the XE gpu in bios temporariliy to see what happens. Guessing here - you would have to check with Asus docs if this is even possible.

  6. Check if you have a recent System Restore point from before the recent Windows Updates but not too old (i.e. something from when you last could play fine but not too long ago). It may be worthwhile trying to restore to this point to see if things work again. If that works then that

5

I used the system file checker and updated all my asus drivers alongwith a bios update and it works now. Dont know what the exact problem was but i am once again able to journey eterra

thank you for your support , you were a great help

regards

1 Like
6

This topic was automatically closed 3 days after the last reply. New replies are no longer allowed.