Game won't start


#1

https://m.youtube.com/watch?v=ILGH42gwU-Y

Specs:

What did I have to do to successfully running the game?


#2

Can you send us the error log file (called “output_log.txt”) that should give us more info to diagnose what’s going on. You’ll find it in this folder \Users[username]\AppData\LocalLow\CompanyName\ProductName\output_log.txt. Either link it here, share on discord or email it to us at support@otherside-e.com

Couple of other things:

  • are your graphics drivers up to date?
  • did you play any of the backer builds? If so, try uninstalling them. Also, delete any old save games

#3

Thanks for your answer.

I already deleted all old backer builds, also reinstalled the game.

How do I update my graphic drivers? (Sorry, no idea how to do that)

Here’s my output_log:

[spoiler]
Initialize engine version: 2018.2.4f1 (cb262d9ddeaf)
GfxDevice: creating device client; threaded=1
Direct3D:
Version: Direct3D 11.0 [level 11.0]
Renderer: NVIDIA GeForce 840M (ID=0x1341)
Vendor:
VRAM: 1972 MB
Driver: 9.18.13.3235
Begin MonoManager ReloadAssembly

  • Completed reload, in 8.188 seconds
    Initializing input.

Input initialized.

Initialized touch support.

The referenced script on this Behaviour (Game Object ‘! AmsMultiSceneSetup’) is missing!

(Filename: Line: 1775)

The referenced script on this Behaviour (Game Object ‘! AmsMultiSceneSetup’) is missing!

(Filename: Line: 1775)

UnloadTime: 2.730574 ms
Unloading 4 Unused Serialized files (Serialized files now loaded: 0)
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/libLightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/libLightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/libLightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/LightFX
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/libLightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/libLightFX.dll
Fallback handler could not load library C:/Program Files (x86)/Steam/steamapps/common/Underworld Ascendant Betas/UA_Data/Mono/libLightFX.dll
D3D11: Failed to create RenderTexture (0 x 0 fmt 27 aa 1), error 0x80070057

(Filename: Line: 219)

D3D11: Failed to create RenderTexture (0 x 0 fmt 19 aa 1), error 0x80070057

(Filename: Line: 219)

UnloadTime: 0.684247 ms
Crash!!!
SymInit: Symbol-SearchPath: ‘.;C:\Program Files (x86)\Steam\steamapps\common\Underworld Ascendant Betas;C:\Program Files (x86)\Steam\steamapps\common\Underworld Ascendant Betas;C:\Windows;C:\Windows\system32;SRVC:\websymbolshttp://msdl.microsoft.com/download/symbols;’, symOptions: 534, UserName: ‘Chris’
OS-Version: 6.3.0
C:\Program Files (x86)\Steam\steamapps\common\Underworld Ascendant Betas\UA.exe:UA.exe (00007FF67ADF0000), size: 671744 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 2018.2.4.9773
C:\Windows\SYSTEM32\ntdll.dll:ntdll.dll (00007FFA96C30000), size: 1757184 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19153
C:\Windows\system32\KERNEL32.DLL:KERNEL32.DLL (00007FFA94410000), size: 1302528 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\KERNELBASE.dll:KERNELBASE.dll (00007FFA941A0000), size: 1138688 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19178
C:\Program Files (x86)\Steam\steamapps\common\Underworld Ascendant Betas\UnityPlayer.dll:UnityPlayer.dll (00007FFA6F720000), size: 23748608 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 2018.2.4.9773
C:\Windows\SYSTEM32\HID.DLL:HID.DLL (00007FFA92F40000), size: 53248 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\WindowsCodecs.dll:WindowsCodecs.dll (00007FFA8D770000), size: 1761280 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19133
C:\Windows\system32\CRYPT32.dll:CRYPT32.dll (00007FFA93E30000), size: 1961984 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18653
C:\Windows\system32\USER32.dll:USER32.dll (00007FFA968E0000), size: 1536000 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18535
C:\Windows\SYSTEM32\VERSION.dll:VERSION.dll (00007FFA92570000), size: 40960 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\ole32.dll:ole32.dll (00007FFA96420000), size: 1654784 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19178
C:\Windows\system32\SHLWAPI.dll:SHLWAPI.dll (00007FFA965C0000), size: 344064 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\SETUPAPI.dll:SETUPAPI.dll (00007FFA96620000), size: 1941504 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\ADVAPI32.dll:ADVAPI32.dll (00007FFA949D0000), size: 696320 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18895
C:\Windows\system32\GDI32.dll:GDI32.dll (00007FFA942C0000), size: 1359872 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19153
C:\Windows\system32\SHELL32.dll:SHELL32.dll (00007FFA94A80000), size: 22196224 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19125
C:\Windows\SYSTEM32\OPENGL32.dll:OPENGL32.dll (00007FFA87020000), size: 1224704 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\WINMM.dll:WINMM.dll (00007FFA917D0000), size: 139264 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\WS2_32.dll:WS2_32.dll (00007FFA94850000), size: 368640 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18340
C:\Windows\system32\OLEAUT32.dll:OLEAUT32.dll (00007FFA96800000), size: 811008 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19003
C:\Windows\system32\IMM32.dll:IMM32.dll (00007FFA948B0000), size: 221184 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\WINHTTP.dll:WINHTTP.dll (00007FFA8A560000), size: 815104 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18895
C:\Windows\system32\msvcrt.dll:msvcrt.dll (00007FFA947A0000), size: 696320 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 7.0.9600.17415
C:\Windows\system32\RPCRT4.dll:RPCRT4.dll (00007FFA95FB0000), size: 1310720 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19176
C:\Windows\system32\combase.dll:combase.dll (00007FFA96210000), size: 2162688 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19178
C:\Windows\system32\MSASN1.dll:MSASN1.dll (00007FFA93E10000), size: 69632 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\sechost.dll:sechost.dll (00007FFA960F0000), size: 364544 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17734
C:\Windows\system32\CFGMGR32.dll:CFGMGR32.dll (00007FFA94150000), size: 323584 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\GLU32.dll:GLU32.dll (00007FFA8D4B0000), size: 188416 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\DDRAW.dll:DDRAW.dll (00007FFA86190000), size: 1015808 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\WINMMBASE.dll:WINMMBASE.dll (00007FFA91630000), size: 172032 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\NSI.dll:NSI.dll (00007FFA96A60000), size: 36864 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\MSCTF.dll:MSCTF.dll (00007FFA94550000), size: 1380352 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18819
C:\Windows\system32\SspiCli.dll:SspiCli.dll (00007FFA94120000), size: 188416 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18454
C:\Windows\SYSTEM32\DCIMAN32.dll:DCIMAN32.dll (00007FFA91660000), size: 36864 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\DEVOBJ.dll:DEVOBJ.dll (00007FFA92B70000), size: 163840 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\apphelp.dll:apphelp.dll (00007FFA92920000), size: 581632 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17824
C:\Program Files (x86)\Steam\gameoverlayrenderer64.dll:gameoverlayrenderer64.dll (00007FFA8CD10000), size: 1626112 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 4.80.58.24
C:\Windows\system32\PSAPI.DLL:PSAPI.DLL (00007FFA949C0000), size: 28672 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\kernel.appcore.dll:kernel.appcore.dll (00007FFA92BC0000), size: 45056 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\CRYPTBASE.dll:CRYPTBASE.dll (00007FFA93C30000), size: 45056 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\bcryptPrimitives.dll:bcryptPrimitives.dll (00007FFA93B60000), size: 405504 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18895
C:\Windows\system32\uxtheme.dll:uxtheme.dll (00007FFA929F0000), size: 1216512 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18835
C:\Windows\SYSTEM32\shcore.dll:shcore.dll (00007FFA92580000), size: 729088 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\profapi.dll:profapi.dll (00007FFA93D60000), size: 86016 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Program Files (x86)\Steam\steamapps\common\Underworld Ascendant Betas\MonoBleedingEdge\EmbedRuntime\mono-2.0-bdwgc.dll:mono-2.0-bdwgc.dll (00007FFA73100000), size: 5996544 (result: 0), SymType: ‘-deferred-’, PDB: ‘’
C:\Windows\SYSTEM32\MSWSOCK.dll:MSWSOCK.dll (00007FFA93590000), size: 364544 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18340
C:\Windows\system32\dwmapi.dll:dwmapi.dll (00007FFA920C0000), size: 135168 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\d3d11.dll:d3d11.dll (00007FFA8FAD0000), size: 2306048 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18437
C:\Windows\SYSTEM32\dxgi.dll:dxgi.dll (00007FFA903E0000), size: 552960 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\nvwgf2umx.dll:nvwgf2umx.dll (00007FFA67D10000), size: 18268160 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 9.18.13.3235
C:\Windows\SYSTEM32\clbcatq.dll:clbcatq.dll (00007FFA96150000), size: 745472 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 2001.12.10530.17415
C:\Windows\system32\wbem\wbemprox.dll:wbemprox.dll (00007FFA89340000), size: 69632 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\wbemcomn.dll:wbemcomn.dll (00007FFA89F10000), size: 532480 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\CRYPTSP.dll:CRYPTSP.dll (00007FFA935F0000), size: 131072 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\rsaenh.dll:rsaenh.dll (00007FFA93210000), size: 221184 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\bcrypt.dll:bcrypt.dll (00007FFA93840000), size: 155648 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18541
C:\Windows\system32\wbem\wbemsvc.dll:wbemsvc.dll (00007FFA88230000), size: 86016 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\system32\wbem\fastprox.dll:fastprox.dll (00007FFA882A0000), size: 1019904 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18946
C:\Windows\System32\MMDevApi.dll:MMDevApi.dll (00007FFA91CE0000), size: 458752 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\AUDIOSES.DLL:AUDIOSES.DLL (00007FFA7FF90000), size: 516096 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\powrprof.dll:powrprof.dll (00007FFA93D00000), size: 286720 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\xinput1_3.dll:xinput1_3.dll (0000000000400000), size: 122880 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 9.18.944.0
C:\Windows\SYSTEM32\IPHLPAPI.DLL:IPHLPAPI.DLL (00007FFA8CAA0000), size: 172032 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18264
C:\Windows\SYSTEM32\WINNSI.DLL:WINNSI.DLL (00007FFA8CA80000), size: 40960 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\dhcpcsvc6.DLL:dhcpcsvc6.DLL (00007FFA8C480000), size: 90112 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\dhcpcsvc.DLL:dhcpcsvc.DLL (00007FFA8C690000), size: 106496 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\SYSTEM32\DNSAPI.dll:DNSAPI.dll (00007FFA93390000), size: 671744 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.19060
C:\Program Files\Bonjour\mdnsNSP.dll:mdnsNSP.dll (0000000068420000), size: 217088 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 2.0.2.0
C:\Windows\System32\rasadhlp.dll:rasadhlp.dll (00007FFA89B70000), size: 40960 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415
C:\Windows\System32\fwpuclnt.dll:fwpuclnt.dll (00007FFA8C560000), size: 438272 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.18229
C:\Windows\SYSTEM32\dbghelp.dll:dbghelp.dll (00007FFA8F940000), size: 1613824 (result: 0), SymType: ‘-deferred-’, PDB: ‘’, fileVersion: 6.3.9600.17415

========== OUTPUTTING STACK TRACE ==================

0x00007FFA702C8CD9 (UnityPlayer) UnityMain
0x00007FFA702BA102 (UnityPlayer) UnityMain
0x00007FFA702CC0F2 (UnityPlayer) UnityMain
0x00007FFA702EC5A0 (UnityPlayer) UnityMain
0x00007FFA702F108B (UnityPlayer) UnityMain
0x00007FFA702F11A7 (UnityPlayer) UnityMain
ERROR: SymGetSymFromAddr64, GetLastError: ‘Es wurde versucht, auf eine unzulässige Adresse zuzugreifen.’ (Address: 00007FFA6FC60FC8)
0x00007FFA6FC60FC8 (UnityPlayer) (function-name not available)
0x00007FFA944113D2 (KERNEL32) BaseThreadInitThunk
0x00007FFA96C454F4 (ntdll) RtlUserThreadStart

========== END OF STACKTRACE ===========

A crash has been intercepted by the crash handler. For call stack and other details, see the latest crash report generated in:

  • C:/Users/Chris/AppData/Local/Temp/OtherSide Entertainment/Underworld Ascendant/Crashes
    [/spoiler]

#4

Generally speaking, you update the graphic drivers like this:

[ol]
[li]Download driver[/li]
[li]Install driver (double click and follow instructions)[/li]
[li]Reboot (probably)[/li]
[/ol]

According to your output_log, your video card is an Nvidia GeForce 840M. Assuming your OS is Windows 10 64 bit, your drivers are here: https://www.nvidia.com/Download/driverResults.aspx/139907/en-us

If your OS is not Windows 10 64 bit, use this tool to find your driver: https://www.nvidia.com/Download/index.aspx?lang=en-us


#5

Since you previous had a backer build installed, did you delete your save games? If it hangs after the splash screen, and eventually crashes, that could be the issue.

Also after uninstalling the backer build, did you do a file integrity check in Steam? It looks like they both installed to the same folder, so uninstalling the backer build also got rid of some of the release files for me. Integrity had to redownload many of them.


#6

Thanks guys.

-Installed the new graphic card drivers
-Deleted old backer builds
-No save games (never saved in one of the old builds)
-Did the file integrity check on steam
-Installed the newest backer build (Update 2)

Result: unfortunately the same as in my start post.


#7

Hey GMC,

Last resort: try going to:
C://Users/[Your Name]/AppData/LocalLow/OtherSide Entertainment/Underworld Ascendant

and find the Settings.xml file. You should be able to change your options from there, which may help if you’re having trouble even launching. I’d recommend changing your opening resolution to something smaller and changing the graphics to something lower quality in case your computer can’t handle it.

In the meantime, I’ve logged your case for us to track. I don’t think I’ve seen anyone still unable to start the game.