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#428692 - 11/23/10 03:59 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
20/ I can't get the game to run, spinning logo in the bottom corner and then the game crashes

Problem

"I can't get the game to run. It crashes right after the usual ads displaying (e.g. Larian Studios, Focus Home...). From there on a logo keeps spinning at the bottom right corner of the screen and then the game crashes. I have never made it to the intro movie or the menu."


Customer was playing with

-Version: downloaded version
-Game: The Dragon Knight Saga - French


Solution

In the Nvidia control panel the PhysicX setting was set to "automatic" causing the game to crash, but changing it to "processor" instead did the trick.
_________________________
http://www.twitter.com/lynnvanbesien

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#428695 - 11/23/10 04:07 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
21/ My game keeps crashing after the ending video, preventing me from using my save to continue with the add-on Flames of Vengeance.

Problem
"After the ending video I have a loading screen with the DKS logo in the bottom right of the screen, then a second loading with the loading bar in the middle, then the game crashes. The problem is that I can't use my character to continue with the add-on Flames of Vengeance."

Solution
The problem got solved by installing the AC3filter audio codec.

Customer was playing with
-Version: downloaded version
-Dragon Knight Saga - French (Steam)
_________________________
http://www.twitter.com/lynnvanbesien

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#430078 - 12/02/10 04:17 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
22/ Crash to desktop

Problem
The game crashes to desktop.

Solution
There are multiple things that could cause this issue and the following solutions have already helped people who had the game crash to desktop.

1. If you have an nVidia card: please go to the nVidia control panel and set your PhysX setting to processor instead of automatic. Then check if Divinity II works. (You should also be able to specifically disable PhysX hardware support for this particular game.)

2. Could you try changing the resolution setting to the lowest possible that your screen can handle and then try starting the game? As soon as it starts up, you can change the resolution in game.

Changing the resolution manually is done in this file:

Windows Vista and Windows 7: C:\Users\[WindowsUser]\AppData\Local\Divinity 2\Profile\graphicoptions.xml

Windows XP: C:\Documents And Settings\[WindowsUser]\Local Settings\Application Data\Divinity 2\Profile\graphicoptions.xml

Right-click and choose edit, or open it in Notepad or another text editor.

Change the following values and set them to a safe and low resolution, for example:

ScreenWidth="800" ScreenHeight="600"

Save the XML file and try to boot the game.

If that doesn't work, try to manually change these options in the same xml file:

UseHDR="0" UseDesktopResInFullscreen="0" ShadowTimeSlicing="1"

Save the XML file and try to boot the game.

3. There may be something wrong with your audio codecs. Try installing the AC3 Audio Filter codecs from the following URL:

http://ac3filter.net/projects/ac3filter/releases

4. It may be possible that the intro video cannot be played and that the game hangs on this. Our game uses WMV which is natively supported by Windows, but some codecs may break this support. To disable video's, look for this XML file:

C:\Program Files\[Installation Folder]\data\globalswitches.xml

Right-click and choose edit, or open it in Notepad or another text editor. Change the PlayVideo option to 0:

PlayVideo="0"

Save and exit, and start the game to verify.
_________________________
http://www.twitter.com/lynnvanbesien

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#430079 - 12/02/10 04:19 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
23/ Crash after selecting new game

Problem
User can get to main menu. When he clicks new game, there is a loading screen and then a crash.

Solution
This issue occurs when there is something wrong with the audio codecs of your computers. You can easily fix this by installing the AC3 Audio Filter codecs from the following URL:

http://ac3filter.net/projects/ac3filter/releases
_________________________
http://www.twitter.com/lynnvanbesien

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#430080 - 12/02/10 04:20 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
24/ Crash on each video or movie scene

Problem
The game crashes when a movie or video is played.

Solution
Our game uses WMV which is natively supported by Windows, but some codecs may break this support.

There may be something wrong with your video or with your audio codecs. Try installing the AC3 Audio Filter codecs from the following URL:

http://ac3filter.net/projects/ac3filter/releases

You may also try to uninstall your video codecs and re-install the Microsoft codecs.

If all else fails, disable videos. If you want to disable videos, look for this XML file:

C:\Program Files\[Installation Folder]\data\globalswitches.xml

Right-click and choose edit, or open it in Notepad or another text editor. Change the PlayVideo option to 0:

PlayVideo="0"

Save and exit, and start the game to verify.
_________________________
http://www.twitter.com/lynnvanbesien

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#430082 - 12/02/10 04:22 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
25/ Crash after ending video of ED

Problem
The game crashes after the ending video of Ego Draconis

Solution
The problem seems to be solved by installing the AC3filter audio codec. ( http://ac3filter.net)
_________________________
http://www.twitter.com/lynnvanbesien

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#430084 - 12/02/10 04:23 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
26/ Difficulty slider is missing or invisible

Problem
Cannot change difficulty because the slider is missing or invisible.

Solution
Quit the game and then remove this file:

Windows Vista and Windows 7: C:\Users\[WindowsUser]\AppData\Local\Divinity 2\Profile\settings.dv2

Windows XP: C:\Documents And Settings\[WindowsUser]\Local Settings\Application Data\Divinity 2\Profile\settings.dv2

If you cannot find the files, make hidden files visible. After deleting the file, restart the game.
_________________________
http://www.twitter.com/lynnvanbesien

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#430085 - 12/02/10 04:25 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
27/ Characters and assets are transparent and/or assets look like shadows

Problem
Characters and assets are transparent and/or assets look like shadows

Solution
Quit the game. Look for this file:

Windows Vista and Windows 7: C:\Users\[WindowsUser]\AppData\Local\Divinity 2\Profile\graphicoptions.xml

Windows XP: C:\Documents And Settings\[WindowsUser]\Local Settings\Application Data\Divinity 2\Profile\graphicoptions.xml

If you cannot find the files, make hidden files visible.

Right-click the file and choose Edit, or open the file in a text editor like Notepad.

Change the resolution manually to reflect the native resolution of your screen.

E.g. ScreenWidth="1440" ScreenHeight="900"

E.g. ScreenWidth="1280" ScreenHeight="1024"

E.g. ScreenWidth="1600" ScreenHeight="1200"
_________________________
http://www.twitter.com/lynnvanbesien

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#430086 - 12/02/10 04:26 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
28/ The Dragon Stone is not working

Problem
Player reports that the Dragon Stone is not working.

Solution
The Dragon Stone is disabled on purpose in some regions. It is disabled in regions where it is impossible to change into a dragon, or when a scripted event is taking place.
_________________________
http://www.twitter.com/lynnvanbesien

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#430087 - 12/02/10 04:27 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
29/ Gamelogic freezes but visual still updated, cannot move anymore

Problem
After a few minutes of playing, the game freezes. The game doesn't react to the cursor, the npc's keep walking on the spot, the game doesn't react to any input. The game is installed on another drive than C: and is running on an AMD computer.

Solution

1. Install the game on the C drive.

2. Install the AMD Dual Core Optimizer and restart your pc:
http://support.amd.com/us/Pages/dynamicD...342f&ItemID=153


_________________________
http://www.twitter.com/lynnvanbesien

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#437893 - 02/04/11 03:53 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
30/ I have F-Secure Internet Security and now my game won't run anymore

The issue is caused by "F-Secure Internet Security".

Solution

-Open F-Secure
-Go to task/settings
-Click manual scanning
-Click open excluded item list ("Liste mit ausgeschlossenen")
-Click objects tab
-Make sure to check the exclude objects check box
-Click ddd
-Then add the launcher/application
_________________________
http://www.twitter.com/lynnvanbesien

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#441348 - 04/06/11 09:35 AM Re: Support FAQ - The Dragon Knight Saga [Re: Lynn]
Lynn Offline



Registered: 02/26/03
Posts: 3089
Loc: Ghent (Belgium)
31/ Sending us your save game: how to and which information to include in your email

When our support people ask you to send a save game, this is how you can do this.

Your save games can be found at the following location:

If you are having Windows XP the saves are in the folder:
C:\Documents and Settings\ %username% \Local Settings\Application Data\Divinity 2\Savegames

If you are having Windows Vista or Windows 7 the saves are in the folder:
C:\Users\ %username% \AppData\Local\Divinity 2\Savegames

If the AppData folder doesn’t appear it’s because it’s hidden.

Please have a look in the following forum thread to show hidden folders:
http://www.larian.com/forums/ubbthreads.php?ubb=showflat&Number=436154#Post436154


To load your save game in our test lab we need the following information:

1/ Which version are you playing?
Ego Draconis or Ego Draconis + the add-on Flames of Vengeance or The Dragon Knight Saga.

2/ Is this the DVD version or the digital version?

3/ When it’s the digital version: where have you purchased the game?

4/ The language version of your game (English, French, …)

5/ Did you install a patch? If yes, please refer to that patch please.

Email your save game and your information to support@larian.com

Thank you.
_________________________
http://www.twitter.com/lynnvanbesien

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