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#610616 - 09/14/17 05:35 AM Technical Support FAQ
Raze Offline

Registered: 03/10/03
Posts: 25839
Loc: Canada

Current Issues(s)

Support Tool crashing on startup / Connection to the Larian support server failed.

This issue is being investigated, and will be fixed as soon as possible.
If you have not already checked your firewall settings and disabled your anti-virus, this can also be caused by internet access being blocked for the game.

To check in Windows Firewall:
- click Start, then Control Panel
- in Category view, click System and Security, then under Windows Firewall,
click 'Allow a program through Window Firewall'
- scroll down the list and make sure both entries for 'Divinity Original
Sin 2' (EoCApp.exe and SupportTool.exe) are checked off to have Public and
Private access.

To bypass the Support Tool, you can start the game directly from the '..\SteamApps\common\Divinity Original Sin 2\bin\EoCApp.exe' program file (or similarly for the GOG install path). Right click drag and drop the executable to the desktop to get a menu option to create a shortcut. As long as Steam is running the game should be able to connect to make Steamworks functions available (multiplayer lobby, etc).

Performance issues and/or long load times after entering act 2, particularly on systems with 4GB of memory.
Crashing during the loading process between acts.

There have been some optimizations made in the update, and there will be more in future updates.

Try lowering the game resolution, and graphics settings, and shut down all non-essential programs before starting the game, etc.
One person with a crash entering act 2 fixed the problem by changing the Virtual memory setting in Windows to 'System managed size' (presumably from the default of 'Automatically manage paging file size for all drives').
To check or change virtual memory settings, see the applicable description for Windows 7/8 or Windows 10.

General troubleshooting

For general issues, not specifically related to gameplay:

* Check for updated graphics drivers, and Windows updates in general.

* Try verifying local files: in the Steam library, right click on the game and select Properties, switch to the Local Files tab and then click on the 'Verify Integrity of Game Cache...' button.
With the GOG version, in the (optional) Galaxy client, select the game in the left column, then click on the More button, and in the Manage menu select 'Verify / Repair'.

* Shut down all non-essential programs (especially anti-virus) before starting the game. Firewalls can cause conflicts (generally on startup or loading screens) and overlays from graphics tweaking/monitoring programs or chat programs can also caused issues.

For crashing or freezing:
(in addition to the suggestions above)

* For crashing when trying to start a new game, or errors when loading saves, try creating a new profile (particularly if you played the Early Access version, and have old save) and see if you can then start a new game.

* If you have any generic or obscure USB controllers (or other devices) plugged in, try disconnecting them. Crashes on startup with faulting module names of ntdll.dll and EZFRD64.DLL, can (particularly for the latter) be related to USB controllers or PS2 to USB adapters (for various games).
In D:OS EE, for example, one person reported a crash using the Wii U controller adapter in Dinput mode, which could be fixed by uninstalling the drivers (though that also eliminated rumble support). Another reported this issue with a USB hub, and Windows 10 in particular seems to have more problems with USB devices that are not fully recognized.

* Try exiting out of the Steam client, and starting the game directly from the '..\SteamApps\common\Divinity Original Sin 2\bin\EoCApp.exe' program file, by right clicking and running as administrator.

* Especially if you have a relatively high desktop resolution, you can try temporarily lowering it, to limit what the game will auto-detect. If that allows the game to start, you can then exit and restore your desktop resolution.

Check the Event Viewer, to see if there is an error code or 'Faulting Module' file name that might help identify the cause of the crash:
- click Start (or WinKey-R), then type "event viewer" into the search box. in Windows 10, 'event' should bring up 'View event logs'.
- after starting the Event Viewer, expand 'Windows Logs' in the left column and select 'Application'
- in the center column, look for a recent error (maybe sort by Date and Time) for the game
- check the information under the 'General' tab below the list of events, starting with "Faulting application name..."

* For Windows 7, please make sure you have Service Pack 1 installed. That is the minimum required version of Windows (64 bit).

* Normally, Steam will install the redistributable packages if required when you first start the game, or GOG during the install, but you can check, and reinstall them manually:

- Visual C++ Redist 2015 (update 3) [choose 64bit]

- .Net 3.5 [choose Microsoft .NET Framework 4 Client Profile (Web Installer)]

For an error mentioning the api-ms-win-crt-runtime-l1-1-0.dll, it is part of the Microsoft Universal C Runtime, which for Windows 7 or 8 can be downloaded at the link below, or gotten through Windows update (it is already part of Win 10).

* With a first time install, try browsing to the '..\Documents\Larian Studios' folder and delete the 'Divinity Original Sin 2' subfolder.
This folder contains the saved games, configuration files and a level cache folder. Normally I would suggest renaming the folder for troubleshooting purposes, but if you don't have any saved games that isn't an issue.
Next, extract the replacement folder from the download below into your '..\Documents\Larian Studios' folder, and see if that will let you start the game.


The graphicSettings.lsx file is set to 1280x720 Windowed mode, Very Low quality preset, which you can change in the options (manually, or hit autodetect) if this gets the game to start.
If that doesn't help, you can delete the downloaded My Documents D:OS 2 folder.

* If the game has started crashing after working for some time (and it isn't a new background program or anti-virus update, etc), or for issues with saves or profiles, a slightly different procedure is required to test replacing the My Documents folder.

If applicable, disable Steam cloud support either globally (in the client click on the Steam menu and select Settings, and then Cloud) or just for this game (in the library right click Divinity: Original Sin 2 and select Properties, then switch to the Updates tab and check the Steam Cloud section).
Alternately, exit out of the Steam client, or Galaxy for GOG, and just start the game directly from the executable when required.

Next, try browsing to the '..\Documents\Larian Studios' folder and rename the 'Divinity Original Sin 2' subfolder.
As mentioned above, deleting or renaming it will get the game to recreate it on startup; playing the game from a different Windows user account would effectively do the same thing. With Steam / Galaxy running and cloud support enabled, the client would just download the cloud copy of your existing profile.
After that, usually you would just be able to start the game, create a new profile and test starting a new game and saving or loading. If that worked, and the issue could be something in the saves, you could exit and copy a couple save folders from the renamed folder into the newly created profile's savegames folder. If that fixed the problem, you could just move the rest of the saves over.
Alternately, rather than starting the game to recreate the My Documents game folder, you could use the download above.

In either case, if that doesn't help, you can delete the new My Documents D:OS 2 folder and rename the original back again.

Additional troubleshooting

The following suggestions are generally not required, but there are various situations where they may be useful, or may be worth trying if other suggestions have been exhausted.

* Try doing a clean boot and then test the game. Click Start, or hit WinKey-R, type in msconfig and hit enter; in the General tab, click Selective Startup, uncheck Load startup items (if required) and leave Load system services and Use original boot configuration options checked. Next, click on the Services tab, check the box to Hide all Microsoft services, then click the Disable All button (maybe make a note of which are currently enabled/disabled), then click OK and reboot the computer.
Run msconfig again to switch back to the normal boot configuration.

* Try creating a new Windows administrator user account, switch to that account and try starting the game from there, directly from the executable.

These can be combined, by doing a clean boot and logging in to the new Windows account to test.

#610617 - 09/14/17 05:35 AM Re: Technical Support FAQ [Re: Raze]
Raze Offline

Registered: 03/10/03
Posts: 25839
Loc: Canada

Contacting support

If the troubleshooting above doesn't help, or known issues below, please contact support.

You may first want to check the technical support forums, since if others are experiencing the same problem, you may find immediate help, or at least advice or suggestions specific to the problem.

Also, please try disabling any mods being used, if applicable, to see if that fixes the problem (for things like not being able to click ob NPCs or party members, or interact with objects, etc).

To contact support, please email supportdos2@larian.com, with a description of the problem (or link to a relevant forum topic).
Also Include the game version (shown in the main menu), language (or will be assumed the same as how you contact support) and platform (Steam or GOG).

* For crashes or system issues, please include a dxdiag report (WinKey-R, type in dxdiag and hit enter, then when it finishes loading click on the 'Save All Information...' button and save the report somewhere handy), as well as any info in the Event Manager for the crash, described above (starting with "Faulting application name...").

You can also check the '..\Divinity Original Sin 2\bin' install folder for any CrashDump files, and zip a couple together to include.

* If applicable, include a relevant save (or a Dropbox or Google drive link, etc), and perhaps one before the problem started, especially if it can be reproduced.
Each save is a folder in the '..\Documents\Larian Studios\Divinity Original Sin 2\PlayerProfiles\<ProfileName>\Savegames\Story' folder.
In Windows Explorer you can zip a file or folder by right clicking on it/them and selecting 'Send To | Compressed (zipper) Folder'.

#610618 - 09/14/17 05:36 AM Re: Technical Support FAQ [Re: Raze]
Raze Offline

Registered: 03/10/03
Posts: 25839
Loc: Canada

Known Issues

voices can be heard in combat or in the world, but not in dialogues

Check the configuration of your speakers in Windows. This problem can be caused by having stereo speakers set to 5.1 sound, for example.

- Right click the Volume Control speaker icon in the taskbar and select 'Playback devices'
- In the Playback tab, right click the 'Default Device' (with a green checkmark) and select 'Configure Speakers'
- Make sure the 'Audio channels' configuration matches your speaker/headphone setup; press the 'Test' button to hear sound effects played on each speaker, while the corresponding speaker in the 'Speaker Setup' window is highlighted. You can also click directly on the speakers in the picture to hear the test sound effect on that speaker only.

after being teleported to a small area, there is no way to leave and the NPC can not be talked to

This is a known issue with camera occlusion at this spot, which blocks being able to interact with the NPC. Zooming the camera in should avoid this problem, allowing the dialogue to be started; rotating the camera may also help.

a character is constantly crippled, or spontaneously bursts into flames...

This is not a bug, but a curse. Check the character for equipment named something 'of the Tyrant'. It isn't explicitly stated that there is a curse, but the item description in the tooltip does say it was part of the equipment set worn by Braccus Rex when he was caught by Source Hunters and killed. I believe the effects can be avoided by wearing the full armour set (haven't checked in the latest game version); the ring is not required.

after changing hotkeys in the Controls section of the options, some removed bindings return after exiting and restarting the game

Don't clear the binding; change it to something you wouldn't otherwise use (some Ctrl / Shift / Alt combination, etc). When the game starts, any 'missing' hotkeys are 'fixed'.

can not rotate the camera in controller mode (or possibly other buttons not working)

Start the game in keyboard mode, go into the Controls section of the options, reset to Default, switch back to controller mode (on the main menu hit Esc to bring up the button/key screen again) and you should be able to rotate the camera.

Crashing / Technical issues

crashing when overwriting saves (most commonly quicksaves), or error 542, but new manual saves are ok (since the Jan 18th hotfix)

There is a known issue in the current version of the game ( where during the save process the original and temporary files can (rarely) not be removed properly when overwriting a save (leaving a backup of the lsv file, uncompressed files and a 'LevelCache' folder), which causes the problem the next time the game tries to overwrite that save. This will be fixed in the next update (no ETA yet), currently being tested.

Generally, you should be able to delete the oldest quicksave and continue as usual. Of course that wouldn't work for an Honour Mode save.
A more thorough approach would be to check the relevant save folders, and for any affected, either delete/move the save (if it would be overwritten soon anyway) or just the extra files and folder. Each save is a folder in the '..\Documents\Larian Studios\Divinity Original Sin 2\PlayerProfiles\<ProfileName>\Savegames\Story' folder.
Normally each save folder contains an lsv and png file, named the same as the folder they are in (the png screenshot file being optional).

unable to create a profile, or crashing when trying to create a profile
Windows error messages about being unable to remove files when saving
Error code 612 starting a new game or 504 when saving

Make sure you are shutting down security programs, or add exception to them for the game.

In particular, a few people have had BitDefender block the game from being able to create files and folders. In that case, including both the game executable and Larian Studios My Documents folder in BitDefender's trusted app and directory sections will fix the problem (Advance Threat Defense, Ransomware Protection / Safe Files, Application Access).
A couple other anti-virus programs have caused similar issues.

Error code 119 when loading saves

Google Backup and Sync has been known to cause this error, as may other backup or sync programs that may be monitoring the My Documents folder.
A few people have had BitDefender block the game from being able to create files and folders (see immediately above), which can produce this error.

The 119 error can also be caused by My Documents issues (see immediately below).
If that doesn't help, try testing in a new Windows user account, and/or after a clean boot, as described above.

Error codes 119, 120 loading existing saves and 100 starting a new game

Error codes 119 and 120 are load errors copying files and initializing the level cache. These can also be associated with error code 100, a problem loading the initial level cache. Generally these error codes are related to My Documents problems.

In D:OS EE, one person with 119/120 errors found that the problem was due to their My Documents folder being located on a NAS device, and the NAS being temporarily unavailable. Another had a hard drive removed and Windows showed the correct new location for My Documents in Explorer, but the registry still listed the path on the non-existent drive.
Another person was a little too aggressive freeing up drive space and somehow disabled the ability to create folders in My Documents; a system restore fix that.
A few people with D:OS Classic got these errors after upgrading to Windows 10, due to changes in how Windows handled file permissions (running the game as administrator or adding the current user to the folder permissions would fix the problem in that case).

The suggestions to narrow down the problem are a subset of the main troubleshooting suggestions: shutting down non-essential programs, running as administrator, trying a new Windows user account (possibly with the My Documents folder on another drive, if available) and replacing the My Documents D:OS 2 folder.

crash on startup, with the exception code 0xc000007b

Usually installing the redistributables (described above) will fix this error, but if not, try uninstalling them, reboot and re-install.

Tom's Hardware has a guide for this error (written for Win 7/8, but it should mostly be applicable to Win 10, as well).

A post in a Win 10 forum reported fixing this by manually replacing some dll files (as recommended in the guide above, as a last resort).

One person with this error reported that uninstalling Skype fixed it and (after installing the Microsoft Universal C Runtime to fix a dll error) got the game working. He had used the Dependency Walker program to look at the D:OS 2 executable, and found that for some reason the system was trying to access dll files in the Skype folder, rather than the system folders.

crash on startup, with the exception code 0xc0000020 for files SDL2.dll and osiris_x64.dll

This error has (at least in one case) been caused by McAfee's real time scan, and adding the files to the exclusion list fixed it.

ID3D11Device::CreateTexture2D failed
Desc. Hardware Device Removed

Display driver stopped responding and has successfully recovered.

This is possibly an indication of hardware failure.

A couple of people have reported fixing this error by using MSI Afterburner to slightly underclock their graphics card ('lower both the "Core Clock" and "Memory Clock" options by around 100 (so they say -100). Apply and close.').

G-Sync / FreeSync
One person with an nvidia card recently reported that disabling G-Sync in their drivers reduced the frequency of DXGI_ERROR_DEVICE_REMOVED crashes, though in that case the problem was hardware related, and other games started crashing before the card died completely.

A clean re-install of the graphics drivers may help. See here or here, for example.

There are a couple D:OS EE topics on this error (it seems to be rarer in D:OS 2):
DXGI ERROR Crash - turned WIN 10 conflict (reverting back to Win 8 avoided the problem)
DXGI device removed error/CreateTexture2D failed (fixed by a clean reinstall of the video drivers)

As mentioned in the second topic, there is a program called TDR Manipulator that can change a Windows setting to controls if and how Windows restarts the video drivers. Telling Windows to stop the resets may eliminate the crashes with the game, though if there is an actual problem causing the resets it will not be fixed, and could potentially lead the computer freezing.

Try disabling texture streaming (that is the main cause of reloading textures). This can improve performance, but also increases memory usage, so could cause stability issues on systems with only 4GB RAM. It might cause a crash on startup, but it is easy to change back if it does.
Open the graphicSettings.lsx configuration file (in the '..\Documents\Larian Studios\Divinity Original Sin 2' folder) in Wordpad, or other text editor, and search for the term 'Stream'; two lines below that, change the one to a zero to disable texture streaming.

<node id="ConfigEntry">
<attribute id="MapKey" value="TextureStreamingEnabled" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="1" type="4" />

Other (relatively rare) Issues

the UI is ok, but the game screen is shifted up and to the right so you can only see the bottom left corner (or just a black screen, depending on the game resolution)

Disabling the 3D Stereoscopic option in your nvidia Control Panel (right click an open area of the desktop to start it).

after replacing a video card or monitor, the game crashes or has issues changing graphics options

Browse to the '..\Documents\Larian Studios\Divinity Original Sin 2' folder and delete or rename the graphicSettings.lsx file, to get the game to recreate it the next time it is started.

the game runs on integrated graphics, rather than nvidia / AMD

Check for updated graphics drivers, for both the integrated and discrete GPUs.

In the driver settings, make sure the game is set to run on the discrete graphics (right click an open area of the desktop to start the nvidia Control Panel or ATI Catalyst Control Center).
In the section for 'high performance' applications, there should be either a button or tab to manually add programs not already on the list (the options and layout vary somewhat based on the graphics card and driver version).

Checking the laptop's power saving options to set the discrete graphics to default globally. Also, check if there are different settings there for power vs battery use.

Right click an open area of the desktop, and if there is a 'Graphics Properties...' menu option, you can open Intel's Control Panel (Advanced Mode, 3D tab) to set the laptop to Performance mode, as well.

In the original release of D:OS, there was a known issue which could cause dedicated graphics not to be detected by the game (sometimes just cosmetic, and switching the game to use integrated graphics in the graphics drivers would drop the performance). This seems to be rarer in D:OS 2.
Check if your laptop has a 'secure boot device' option in the BIOS. Disabling that generally helped with those who encountered this issue in the original release (that is more common in laptops designed for Windows 8 ). See the old topic Graphics Adapter Not Recognized by D:OS for details.

#610619 - 09/14/17 05:36 AM Re: Technical Support FAQ [Re: Raze]
Raze Offline

Registered: 03/10/03
Posts: 25839
Loc: Canada

Other troubleshooting

This section is for things which may be useful in specific circumstances, but not in general.

It is possible to manually edit the game resolution and display mode.

Open the graphicSettings.lsx file (in '..\Documents\Larian Studios\Divinity Original Sin 2') in a text editor (such as Wordpad):

Search for 'fake' near the start of the file to set the display mode (if both FakeFullscreen and Fullscreen are set to zero, it will be in Window mode... edit the number in value="0" / value="1" in the second line after FakeFullscreenEnabled / Fullscreen).

<node id="ConfigEntry">
<attribute id="MapKey" value="FakeFullscreenEnabled" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="0" type="4" />

and a couple entries lower:
<node id="ConfigEntry">
<attribute id="MapKey" value="Fullscreen" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="1" type="4" />

For the resolution, search for 'height':

<node id="ConfigEntry">
<attribute id="MapKey" value="ScreenHeight" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="1600" type="4" />
<node id="ConfigEntry">
<attribute id="MapKey" value="ScreenWidth" type="22" />
<attribute id="Type" value="0" type="5" />
<attribute id="Value" value="2560" type="4" />

Cloud Saves and Save file issues

Steam not syncing

Normally Steam should automatically sync when exiting the game. Sometimes it doesn't, but restarting the game should get it to sync in that case.

Try making new saves on each system, to see if the problem is syncing in general, or just with a specific system.

Try disabling Steam cloud support on each system, either globally (in the client click on the Steam menu and select Settings, and then Cloud) or just for this game (in the library right click Divinity: Original Sin 2 and select Properties, then switch to the Updates tab and check the Steam Cloud section). Restart Steam on one system, enable cloud saves again, start the game, load a save and make a new named save, exit, and make sure Steam syncs. Next, switch to another system, restart Steam, enable cloud support, start the game and see if the new save shows up.

Each save is a folder in the '..\Documents\Larian Studios\Divinity Original Sin 2\PlayerProfiles\<ProfileName>\Savegames\Story' folder.
Steam also keeps a copy of the profile folders in its own install folder to use when syncing.

Though it shouldn't be necessary, you can check the saves available online using the program Steam Cloud File Manager Lite (and download or delete them); download. You need to be logged in to the Steam client and have the game's AppID (435150).

Lost, deleted or overwritten saves

If saves are not showing up in-game, you can check in Windows Explorer to see if the save files are present, or not.
Each save is a folder in the '..\Documents\Larian Studios\Divinity Original Sin 2\PlayerProfiles\<ProfileName>\Savegames\Story' folder.

If you swich Windows user accounts, that will result in a different set of profiles, since they are saved to the current user's My Documents folder.

Shut down all non-essential programs (especially anti-virus) before starting the game.
A couple of people have had an anti-virus program (Comodo Cloud Antivirus, which can be installed as part of a browser download) create a sandbox for the game's My Documents folder, so each time they restarted the game they would have to create a profile again, etc, with the previous sessions saved to different folders in a c:\CCAV folder.

You can try searching your hard drive for *.lsv files, in case the profile got moved somehow.

Restoring a previous save would be possible with a (hopefully recent) backup of the My Documents folder.

Windows Shadow Copy, if available and enabled, may allow restoring a previous version of a save. Try right clicking the 'Story' folder, or individual save folders, select Properties and (if available) switch to the Previous Versions tab to see if there are any previous copies.

You can try a file recovery program such as Recuva, but it may not be able to completely restore a save if they were deleted or overwritten. In general, the more you use the computer after files are deleted, the less likely they will be recoverable.

For the Steam version, if cloud saves are enabled, you can also check in the Steam install folder, since Steam keeps a copy of the profile and saves there, which it uses when syncing.

A couple of people have reported a problem with Steam syncing in the wrong direction, so after a play sessions their saves could (usually rarely) revert back to the previous state. If you don't need that function, try disabling Steam cloud support for the game, if applicable (in the library right click Divinity: Original Sin 2 and select Properties, then switch to the Updates tab and check the Steam Cloud section).

The Steam Cloud File Manager Lite program (links above) can check and download online saves for the Steam version, if cloud saves were enabled, but Steam usually syncs when exiting the game, so the online saves will most likely share the fate of the local versions.