Details

    • Type: Bug Bug
    • Status: Open
    • Priority: Important Important
    • Resolution: Unresolved
    • Affects Version/s: 1.0
    • Fix Version/s: None
    • Labels:

      Description

      Obsolete Troubleshooting Page

      This troubleshooting page was deprecated as of X4 3.20 Beta 2 Hotfix 1.
      If you are running the current release version (X4 3.10 Hotfix 1) and are redirected to this page upon a regular occurring crash for you, please consider giving the current beta version (3.20 Beta 2 Hotfix 2) a try. This page provides instructions on how to opt-in into the beta.

      If the crash also exists with that version, you should get redirected to a different page with further instructions to troubleshoot the problem. If that is not the case and you still experience the crash with 3.20 Beta 2 Hotfix 2 (or a later version) please send a mail to crash@egosoft.com with the subject set to "X4-2 - missing redirect". In the mail attach a screenshot of the message box which should pop up when the crash occurs, please.

      Previous/Obsolete content used for versions < 3.20 Beta 2 Hotfix 1

      Outdated

      The following content is just kept here for historical reference and is no longer up to date.

      You landed on this page because we have detected a crash in "X4 - Foundations".

      It's likely the crash occurred due to some issues between the game engine and your graphics card.

      Common solutions which might help in such a case:

      Update graphics cards drivers

      For NVIDIA graphics cards, make sure to upgrade drivers to 385.41 or later.
      For AMD graphics cards, upgrade drivers to 17.9.1 or later.
      On Windows 8.1 the 17.9.1 drivers are officially not supported by AMD. If you run Windows 8.1 you should use the AMD drivers 17.7.1 instead.
      On Windows 8 the 17.7.1 drivers are not supported either. We recommend to upgrade to Windows 8.1 instead (which is free for all Windows 8 installations).
      Also try out the latest optional drivers, if the current stable version doesn't work for you.

      Problems related to left-over AMD/NVIDIA drivers

      If you switched the graphics card in your system (for example replacing an AMD card with an NVIDIA card), you are STRONGLY encouraged to double check that there are no left-overs from the other graphics card's drivers. Verify that all old drivers of the removed card have been cleanly uninstalled from your system (i.e. check Windows' add/remove programs list and verify also that no left over Vulkan runtime installations exists from the old drivers). If in doubt, we suggest to perform a clean reinstallation of the graphics card drivers as explained on this page.

      Broken/Corrupted Vulkan runtime installation

      In some cases the Vulkan runtime installation can be broken. To check whether this is the case, simply run vulkaninfo from a command line. If you get the output that the command could not be found, please double check the graphics card drivers. All supported cards/drivers are providing the command and if it's reported as missing, you most likely don't have the drivers installed correctly on your machine.

      If the output just displays a header like this (note that the reported version number might differ)
      Unable to render embedded object: File (vulkaninfo-header.png) not found.
      the vulkan installation is most likely corrupted on your machine. Try to do a clean installation of your graphics card drivers and the Vulkan runtime as described on this page.

      Incompatibility between Vulkan runtime and graphics card drivers

      We are aware of some drivers (especially older ones) having issues when trying to run together with later Vulkan runtime versions. In general we suggest that the Vulkan runtime installed alongside the graphics card drivers is used.
      There are two ways to resolve the issue:

      1. Try installing the latest drivers as suggested in the previous step.
      2. If installing the latest drivers is not an option for you (or doesn't solve the issue), verify that you have installed the proper Vulkan runtime for your drivers. To do that:
        • uninstall the current graphics drivers
        • go to "Add and Remove programs" in Windows and look for any installed instance of a Vulkan runtime - uninstall all of these
        • restart the machine
        • verify that there's no remaining vulkan-1.dll in your Windows' system32 directory
        • install your intended graphics card driver version
        • restart the machine

      Vulkan runtime issue with NVIDIA graphics cards if an AMD card was previously installed in the same system

      Warning

      Before following these steps, please verify you first followed the steps above stated under: "Problems related to left-over AMD/NVIDIA drivers". This should resolve the issue in 90% of the cases and the steps described below won't be necessary.
      If the game crashes with the Exitcode 205 error after following the steps below, you likely run into the issue of an incompatible Vulkan runtime still being installed on your system and manually removing the amd-vulkan64.json file would not help (but can rather have made your system environment more difficult to properly cleanup)!

      In certain cases there can be an issue with the Vulkan runtime, if on a machine the AMD drivers 17.7.1 (or older) were previously installed and later on the AMD graphics card was replaced with an NVIDIA card. To verify that you are impacted by this issue, first follow these steps:

      1. Open a command prompt in Windows
      2. Enter vulkaninfo
      3. Verify that at the top of the output the following line exists:

        WARNING: [Loader Message] Code 0 : loader_icd_scan: ICD JSON C:\WINDOWS\System32\amd-vulkan64.json does not have an 'api_version' field.

      Only if such a line exists AND you DON'T have an AMD card installed in your machine, you are impacted by the issue and can perform the following steps at your own risk!
      In the Windows/System32 directory check for an amd-vulkan64.json file and move it outside the system32-directory (so to keep a backup of the file, in case you need to restore it).
      Be careful with these instructions. Messing around with Windows system files can be dangerous and result in an unbootable machine.
      Also we don't recommend following this approach, if you still have an AMD card installed in the system. In such a case, upgrading the current drivers should fix the issue without any risks.
      Note that in such cases it's acceptable that the vulkaninfo issues the warning stated above. This can be ignored.

      Multiple graphics cards

      If your computer has more than a single graphics card, try disabling the one which you don't want to use with the game (f.e. an integrated Intel graphics card if your system has a more powerful NVIDIA/AMD graphics card installed as well).

      Errorcode -4 related issues

      If you were presented with a "Fatal Error"-popup stating that something "Failed with err -4", then you are running into the so called: "lost device" issue.
      Technically this means that the graphics card is resetting and the game lost access to the card.
      There are multiple possible causes for such an issue. It's possible that there's an issue between the monitor and the graphics card (if you have multiple monitors attached to the card, see if only connecting a single monitor solves the issue).
      It's also possible if there's unstable hardware involved (also a potential overheating graphics card). Try to reduce the game graphic settings and see if this circumvents the crash.

      Below minimum HW specs

      If you were presented with a "Fatal Error"-popup stating that "Vulkan::CreateMemoryHeaps() Couldn't allocate heap [...]" then you might try to run the game on a machine with hardware which is below our minimum specs. In particular this seems to happen with certain types of AMD APUs.
      If you want to help us to provide further details and verify that you are indeed running into this issue, please send the following details to crash@egosoft.com with the Subject: "X4-2 - CreateMemoryHeaps":

      "[IDBase::AssignNewID] Failed to assign an ID to the object"

      We identified a regression in 3.0 which triggers this crash. This only applies to, if the crash window states the following error: "[IDBase::AssignNewID] Failed to assign an ID to the object.". A fix for this particular issue was shipped with 3.20 Beta 1.

      Reset the config file

      Try to remove the config.xml file located in the "My documents" folder under Egosoft\X4.

      Other known causes

      • the crash occurs, if you update the graphics card drivers while the game is running

      Historical note

      In 3.10 we improved the game's error handling to better identify certain crashes/start up problems. As of today (2020-05-25) players running X4 3.10HF1 or later and are suffering a specific problem related to the Vulkan runtime are now presented with a different troubleshooting page here and are no longer taken to this generic crash/startup issue page.
      If you previously failed to start the game, please try it once more and if you get directed to the new page now, follow the instructions pointed out there for further support.

      As of 3.20 Beta 2 Hotfix 1, these types of crashes which previously all redirected to this generic troubleshooting page, now redirect to more specific pages. This no longer causes the current confusion of mixing up completely independent crashes with one another and should significantly help to identify what is going wrong.
      In addition to that, a bug was fixed which resulted in this troubleshooting page not being opened in the webbrowser, if the game was running in fullscreen mode.

        Issue Links

          Activity

          Hide
          Stefan Hett added a comment -

          We identified a regression in 3.0 which can trigger this crash in certain game situations. See the section "[IDBase::AssignNewID] Failed to assign an ID to the object" for further details on this particular condition.

          Show
          Stefan Hett added a comment - We identified a regression in 3.0 which can trigger this crash in certain game situations. See the section " [IDBase::AssignNewID] Failed to assign an ID to the object" for further details on this particular condition.
          Hide
          added a comment -

          Was getting the following error on a regular basis (WIn10 with GTX 1080 Ti, running v3.1 with Split Vendetta and no mods...errors prevented getting beyond a few minutes of the tutorials):

          A fatal error has occured and X can not recover:
          vkQueueSubmit(DeviceQueues[queue].Queue, 1, &info,
          0) Failed with Err -4
          [c:\dev\p1_hotfix\src\x4\xgfx\be\vulkan/video_vk.cpp, 3459)
          Version 3.10 - Code revision: 394166
          Please inform EGOSOFT GMbH technical support

          The Windows Event Log had the following matching entry "Display driver nvlddmkm stopped responding and has successfully recovered."

          Tried a whole range of things (some on this page some aren't but were suggestions for the error in the event log):

          • all of the above items (Latest Nvidia drivers, checked vulkaninfo, switched to a single monitor, and changed monitors and video cables from mix of HDMI and Displayport to just displayport)
          • Reduced Graphics settings
          • Set Regedit values for TdrDelay and TdrDdiDelay in HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\GraphicsDrivers (this resulted in same X4 error but windoes event log error changed to "Application X4.exe has been blocked from accessing Graphics hardware.")
          • monitored GPU temp
          • Was considering underclocking GPU but didn't got that far
          • Tried it on an Old laptop and found that it ran OK on a GTX 960M but used Full Screen mod as I had read there were some concerns with performance in windowed mod while checking if the laptop met minimum specs.

          I think I've found the issue (wasn't far off throwing the game in the bin). So far the solution seems to have been to stop using Window Borderless and instead use Full Screen mode within the graphics settings. Only been a few hours running it but that's much more than I've seen in game so far. Will look to increase graphics quality back up during the next session.

          This issue seems specific to X4 since the latest updates. Not seeing anything similar in any other games or the brief time playing earlier versions. I'd recommend some additional testing is done for the vulkan engine while the game is in windowed or more specifically Borderless Window mode to resolve this. I have 20 dump files created between 24th and 26th April. I presume they were uploaded as that setting was enabled.

          Show
          added a comment - Was getting the following error on a regular basis (WIn10 with GTX 1080 Ti, running v3.1 with Split Vendetta and no mods...errors prevented getting beyond a few minutes of the tutorials): A fatal error has occured and X can not recover: vkQueueSubmit(DeviceQueues [queue] .Queue, 1, &info, 0) Failed with Err -4 [c:\dev\p1_hotfix\src\x4\xgfx\be\vulkan/video_vk.cpp, 3459) Version 3.10 - Code revision: 394166 Please inform EGOSOFT GMbH technical support The Windows Event Log had the following matching entry "Display driver nvlddmkm stopped responding and has successfully recovered." Tried a whole range of things (some on this page some aren't but were suggestions for the error in the event log): all of the above items (Latest Nvidia drivers, checked vulkaninfo, switched to a single monitor, and changed monitors and video cables from mix of HDMI and Displayport to just displayport) Reduced Graphics settings Set Regedit values for TdrDelay and TdrDdiDelay in HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\GraphicsDrivers (this resulted in same X4 error but windoes event log error changed to "Application X4.exe has been blocked from accessing Graphics hardware.") monitored GPU temp Was considering underclocking GPU but didn't got that far Tried it on an Old laptop and found that it ran OK on a GTX 960M but used Full Screen mod as I had read there were some concerns with performance in windowed mod while checking if the laptop met minimum specs. I think I've found the issue (wasn't far off throwing the game in the bin). So far the solution seems to have been to stop using Window Borderless and instead use Full Screen mode within the graphics settings. Only been a few hours running it but that's much more than I've seen in game so far. Will look to increase graphics quality back up during the next session. This issue seems specific to X4 since the latest updates. Not seeing anything similar in any other games or the brief time playing earlier versions. I'd recommend some additional testing is done for the vulkan engine while the game is in windowed or more specifically Borderless Window mode to resolve this. I have 20 dump files created between 24th and 26th April. I presume they were uploaded as that setting was enabled.
          Hide
          added a comment -

          I'd also suggest that the "Errorcode -4 related issues" section of this issue includes a suggestion about trying full screen mode, that could save alot of time for people and discarding/refunding the game.

          Looks like I may not have been the only one to determine borderless window mode is an issue after now having gone through the comments, there is at least one similar one from 2018.

          Show
          added a comment - I'd also suggest that the "Errorcode -4 related issues" section of this issue includes a suggestion about trying full screen mode, that could save alot of time for people and discarding/refunding the game. Looks like I may not have been the only one to determine borderless window mode is an issue after now having gone through the comments, there is at least one similar one from 2018.
          Hide
          Stefan Hett added a comment -

          As of today, we provide a different troubleshooting page for a certain type of Vulkan runtime related startup error which previously redirected you to this page.
          If you happen to run into an issue failing to start the game, please try again and see if you get redirected to the other page instead. If so, follow the instructions on that other page.

          Show
          Stefan Hett added a comment - As of today, we provide a different troubleshooting page for a certain type of Vulkan runtime related startup error which previously redirected you to this page. If you happen to run into an issue failing to start the game, please try again and see if you get redirected to the other page instead. If so, follow the instructions on that other page.
          Hide
          Stefan Hett added a comment -

          As of 3.20 Beta 2 Hotfix 1, this page here is deprecated. Starting this version, the game will redirect you to a more specific troubleshooting page which should provide way more specific instructions associated to you issue.

          Show
          Stefan Hett added a comment - As of 3.20 Beta 2 Hotfix 1, this page here is deprecated. Starting this version, the game will redirect you to a more specific troubleshooting page which should provide way more specific instructions associated to you issue.

            People

            • Assignee:
              Stefan Hett
              Reporter:
              Stefan Hett
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              Dates

              • Created:
                Updated: