PC Graphics

[fjc72]

i have a question , is it possible to test if my graphic card is damaged . if yes , how and where ? have problem with a game total war troy

[black_zion]

If you have a problem in ONE game or application, then your GPU isn't damaged, it's either an issue with the game itself, or the drivers.

[fjc72]

today i uninstall game and reinstall it , after u have a test game on EPIC store , done it all ok , for the drivers i uninstall last download and download in first : Adrenalin 2020 Edition 20.4.2 Recommended (WHQL) , make a test but problem always here . after i try to download Adrenalin 2020 Edition 20.8.3 Optional but after download i can t unstall it , i have message " file blocked because could be cause damages to my PC . support game say i don t have any problem with the game and when i look in my DXdiag i can find 5 or 6 messages like this : 

Windows Error Reporting:
+++ WER0 +++:
Détecteur d'erreurs 1743953496744788071, type 4
Nom d’événement : APPCRASH
Réponse : Non disponible
ID de CAB : 0

Signature du problème :
P1 : Radeonsoftware.exe
P2 : 10.1.2.1788
P3 : 5ebeeeda
P4 : igdrcl64.dll
P5 : 20.19.15.4531
P6 : 57ed260c
P7 : c0000005
P8 : 000000000007a74a
P9 :
P10 :

[elstaci]

That error message seems to indicate your Anti-Virus or Anti-Malware program is blocking the download or installation of the latest AMD Driver package.

Follow this simple basic method to remove and install your new AMD Driver to avoid conflicts:

Uninstall the current AMD Driver using DDU as per this method:

It could be due to a corrupted AMD Driver installation.

Download free program DDU (Display Driver Uninstaller). Run it in Safe mode with the internet disconnected.

You can also run it in Windows Desktop but then you would need to Reboot the computer for DDU to finish erasing all of  the AMD Driver traces from your computer.

 Once it finishes uninstalling the current AMD Driver in Safe mode and boots back to Windows Desktop, still with the Internet disconnected, delete the AMD Installation folder C:\AMD if it was created before.

Now install the full AMD Drive package you downloaded manually from AMD Download page. Not the express package. Run the package and if it installs correctly again delete C:\AMD folder and reconnect the internet.

This should prevent any conflict when installing the new version from the previous version.

By the way, C:\AMD is always created whenever you run the AMD Driver package

[fjc72]

another one 

Windows Error Reporting:
+++ WER0 +++:
Détecteur d'erreurs 1743953496744788071, type 4
Nom d’événement : APPCRASH
Réponse : Non disponible
ID de CAB : 0

Signature du problème :
P1 : Radeonsoftware.exe
P2 : 10.1.2.1788
P3 : 5ebeeeda
P4 : igdrcl64.dll
P5 : 20.19.15.4531
P6 : 57ed260c
P7 : c0000005
P8 : 000000000007a74a
P9 :
P10 :

[fjc72]

another one 

Nouvelle recherche de la solution : 0
ID de rapport : f8fd4dbd-bd20-4401-8eff-4e375d7a3877
Statut du rapport : 4
Récipient avec hachage :
GUID CAB :0
+++ WER4 +++:
Détecteur d'erreurs 1470050690149567743, type 4
Nom d’événement : APPCRASH
Réponse : Non disponible
ID de CAB : 0

Signature du problème :
P1 : Radeonsoftware.exe
P2 : 10.1.2.1808
P3 : 5f469c15
P4 : igdrcl64.dll
P5 : 20.19.15.4531
P6 : 57ed260c
P7 : c0000005
P8 : 000000000007a74a
P9 :
P10 :

[fjc72]

today i capture this 

[fjc72]

" Follow this simple basic method to remove and install your new AMD Driver to avoid conflicts: " done yesterday but not with DDu , i loaded it yesterday but after download needed to pay for use . i download new pliots with antiviraus cuted , deleted the old AMD Driver , restart because asking and download the new pilot but not with internet discinnected for install . try what u say tonight , thx for help 

[elstaci]

DDU is a free program to use. You shouldn't have needed to pay for it. If you did you were just scammed by someone.

Here is the website for DDU : Display Driver Uninstaller (DDU) V18.0.2.8 Released. - Wagnardsoft Forum.  If you want you can "Donate" some money but it isn't required for you to download and use DDU.

 DDU is the best way to uninstall Graphics drivers from you computer. It is better then AMD's own Graphics Driver removing software. DDU removes all traces of the AMD driver and its related software.

The reason why the internet needs to be disconnected is because if it is connected and after you reboot back into Windows, Windows Update will try to install an AMD Driver which may not be the same one you are trying to install. So once you have installed the AMD Driver you want you can now re-connect the internet again.

Also delete C:\AMD folder which contains all the AMD Drivers that you have installed in the past with it related software. These previous drivers and software might cause your current AMD installation to become corrupted.

[fjc72]

for the AMD driver , the only one folder with AMD i have is in the DDU program . when i open it i have this 

[fjc72]

and if i open settings , i have this . is it this i  have to delete or no ? 

[elstaci]

No, Every time you first install the AMD Driver packages it creates a new folder on the Root Directory C:\ named AMD.  It is located at C:\AMD.

It will be located in the Root Directory of your C: Drive:

In DDU, you can configure in Settings to delete this folder automatically. But if you don't have it set then you should have a AMD folder in the location I mentioned.

This folder could be over 1 Gbyte large which is another good reason to delete the folder. To liberate some HDD/SDD space.

If there isn't a AMD Folder then continue with the installation of the current AMD driver package. Don't change the recommended installation location of C:\. 

[fjc72]

so , i have done instructions , after short test the game seem to work but i have another problem / before done the solution u give me , when i clicked on recommended settings " in graphics options , i had high graphics recommended , but now recommended settings a very very low . with the radeon RX 480 is it normal to have so bad perfomances ? 

[elstaci]

Try configuring Radeon Settings "Game" section and see if you can finds settings that will make your game run better.

Also see if Windows Settings -"Graphics Settings" under "Choose an App for Preferences" locate the games you want and then "Add" it and configure it to play under 'High Performance" for your GPU card.

[fjc72]

before i done the solution u give me , i had a radeon program where i can configurate or test this , but now it has disappear . perhaps when i delete radeon folder i delete it ?  where can i find it  ? and i forgot one thing big thx for your help 

[fjc72]

it s the only radeon file i have , and i think it s the launcher for the pilots download . in the midle of the screen 

[elstaci]

What you downloaded was just the minimum Driver set and not the full package.  It is the same AMD Driver but not with all the features as the full package.

It really shouldn't make a difference but it looks like you didn't download the AMD Driver from the Official AMD Download page.

Here is the latest AMD Driver Option and WHQL for your RX480 from AMD Download page: https://www.amd.com/en/support/graphics/radeon-400-series/radeon-rx-400-series/radeon-rx-480 

These are the drivers you should be using and not the Minimal package.

If you need to download and install a previous RX480 (~ 6 months worth) go here: https://www.amd.com/en/support/previous-drivers/graphics/radeon-400-series/radeon-rx-400-series/rade... 

[fjc72]

downloaed only the recommended not the optional  . i have to download it and install with internet disconnect ? in windows graphics settings TTW troy was not found , i needed to enter manualy the name ( just the start ) , i add it , choose high perfs but bug come back . for the " previous RX480 (~ 6 months worth) " i have to download all the files since march or just the last one , and it s the same i have to download and install with internet disconnected ? and just now when i m writing , this come back ( this game is going to make crazy pffffffffffffffffffff ) or perhaps it s just the  hardware radeon is a not good choice for good performances 

[fjc72]

belore i had a cheap HP pavillon center PC and never have problems like this including all the total war i have 

[elstaci]

I should have asked you from the beginning - Please post your computer information including Make & Model of GPU, CPU, Motherboard, PSU, plus Window's version installed.

Or is this a laptop?

Then will will go from there.

Yes, whenever you use DDU you must have the internet temporarily disconnected to prevent Windows from downloading and installing a different AMD driver then the one you are installing.

Show me a image of GPU-Z. That will show if your AMD driver installed correctly and your GPU has everything that is needed to be checkmarked at the bottom of the image is enabled.

GPU-Z is a free program to download and use.

Also go to these 2 Gaming websites and see if your computer hardware is able to run that game you are having issues with from here:

1- Can You RUN It | Can I Run It | Can My PC Run It 

2-What Can I Run · System Requirements Test - PCGameBenchmark 

So:

1- Post your computer information

2- Post an image of GPU-Z after installing your AMD Driver

3-Go to the 2 Gaming website links and see if your computer Hardware is compatible in running the game or games your want.

4-Let me know the results, Thanks in advance.

[fjc72]

just make test with lowest setting graphics in the game , such  a fuc... joke , bug again 

[fjc72]

GPU z 

[fjc72]

[fjc72]

i maked already a test on another site 

[fjc72]

test can u run it 

[fjc72]

can i run it full 

[fjc72]

for : "  Motherboard, PSU " don t know if u have already the information in what i post . if no , i don t know how to find them . in the DXdiag ? or elsewhere ? 

[elstaci]

Looks like you have the proper Hardware to run that particular game in high resolutions. 

Like I mentioned before I don't believe it is a GPU nor Driver issue. But you can try installing the latest AMD Driver and see if that helps.

Sorry just reread all the replies and found out you have checked DXDIAG "Diagnostic" already and posted the errors.

[elstaci]

Thanks for the updated info.

I see that you have a MSI RX480 GPU card according to GPU-Z.

Your GPU-Z indicates the AMD Driver is installed and working correctly and all the correct API's at the bottom are check marked correctly.

So I don't believe it is an issue with your GPU or AMD Driver.

Are you having this issue with only One game or on all games?

If it is only on one game than the problem is with the game itself. I would check to make sure the game has all the latest patches installed for it support website.

In one of those Game websites input the specific Game you are having problems with and see if it shows any issues with it.

If it is only one game and it is fairly old, try installing a previous AMD Driver and see if it works better. Possible the latest Driver may be having  some issues with that specific game.

You also can open an MSI Support ticket and ask them what they believe could be the problem. But like I mentioned, if it is only one game and all other games work fine than it isn't a GPU nor AMD Driver issue.

Just to make sure your Windows 10 is not corrupted or missing files, run this simple command in a Elevated Command Prompt or Powershell - SFC /scannow. 

Once it finishes it will tell you if it find anything wrong with your Windows OS.

EDIT: deleted all DXDIAG comments since I see you already have done that, Sorry.

[elstaci]

Okay I see the game "Total War Saga: Troy is a very new game. I suggest you open a Thread at the game's Forum and see what they suggest from here: https://forums.totalwar.com/categories/general-discussion 

This Game Support Forum is probably where you should open a Thread: https://forums.totalwar.com/categories/a-total-war-saga%3A-troy-support 

Look under "Crashes" and "Performance and Graphics" part.

Also at the game's forum I noticed there were a couple of "Hot Fixes" that came out for the game.

[fjc72]

1 ) i found it when i launch : SFC /scannow. nothing happen . 2 ) yes it s onlu TTw troy after some test on TTW napoleon rome 2 britannia , nothing bad , games running good . 3 ) i have already contacting support , i make all instructions they ask , directX , visual cc windows pilots radeon . 4 )   i made 2 post on total war forum and the answer : I feel sorry for you. You have every right to expect the game to function. Unfortunately, from the description of the problem, the game is functioning properly and what you are experiencing is not caused by a bug in the game.

Problem: Your screen is not receiving information from your graphics card, game is still running.

Analysis: Something is wrong with either the screen, the cable, the graphics card, or extremely hypothetically, the graphics card's drivers (no, they are not supposed to be able to shut down a card like that, but it might be within the realm of the possible as a protective measure...barely).

What can support do: Tell you to update drivers and check your cables.

You say they have already done that.

There is nothing more they can do to help you, because there is literally nothing Troy can possible do that would have this effect if screen, cable, graphics card, and drivers are functioning properly.

So as disappointing as it may be to you not to be able to play the game without severe problems, you have not received bad customer service.


Customer support will also note which graphics card you have if you were kind enough to tell them. If several players have this problem with updated drivers and it is reproducible, they will then inform the graphics card's manufacturer of the issue. This might then help you several months later, if it could be tracked down and fixed in a new driver.

--

Or you just might be the owner of a damaged graphics card, and Troy does something that causes an unfortunate shut-down due to damage, while your other games stress the graphics card in slightly different ways and don't trigger the same result.

But in either case this is not something that Troy's developers or tech support can help you further with. It is not a problem with their game.

My own guess, and it is just a guess based on the principle of exclusion, is that since you've updated drivers and the problem persists your graphics card is damaged. Damaged cards can behave in weird ways.

[fjc72]

i forget , i have already uninstall the game and reinstall it , 3 or 4 times i have executed the test of the game on the EPIC launcher nothing bad find 

[elstaci]

Okay I suggest you open a MSI Support ticket to see if they agree with the game's Support advice.

Meanwhile you can run a Stress test on your CPU, GPU, and PSU by downloading a free program called OCCT and see if it crashes or not during any of the tests.

Keep an eye on the Temperatures and PSU Outputs during the testing.

Also you can use Furmark's Fuzzy Donut which puts a severe Stress on the GPU card to see if it is defective or not.

I find it hard to believe that the Graphic card is defective because of just one game. A defective GPU card will have issues with most all games and without playing games like having Artifacts occurring all the time or under load or shutting down or crashing the computer.

I mean anything is possible but I would believe if the GPU card is working normally while playing other games or just normal computer usage but has issues with just one game that the GPU card is defective.

Since the game came out in August 2020 it is possible that the AMD driver is not compatible with that game which is why I suggest you install the latest version.

Otherwise I am out of ideas.

Try opening a AMD Service Request (Official AMD SUPPORT) from here : https://www.amd.com/en/support/contact-email-form .

You can select French in the Drop down menu to make it easier for you to fill out in your native language.

EDIT: I believe the Game's Tech Support is giving you incorrect advice. Reason why is you mentioned the other game made by the same company, Total War Saga: Napoleon Rome runs fine on your computer. There can't be that much of a difference between TWS: Napoleon Rome and TWS: Troy. So unless the Graphic driver is the reason for the problems with Troy or the game itself is.

Maybe AMD SUPPORT will say something different.

[fjc72]

one question about dirextX , i try to reinstall it but to finish , it ask this . what i have to write 

[elstaci]

I wouldn't try to install DirectX in your Windows 10 computer. There really isn't a need for that. If that was corrupted you will probably have problems with all your games.

Plus you have a very new game that most likely runs on DirectX 12.

This link gives some suggestions on how to re-install DirectX in Windows 10:  https://www.partitionwizard.com/clone-disk/reinstall-directx.html 

Plus you may end up messing up your Windows 10 installation.

I would just do an In-Place Windows 10 Upgrade which will install a new Windows Folder with all your 3rd Party Apps and settings in tact.

Just run the current Windows 10 Installation disk from your Desktop.

Then afterwards you can use Disk Cleanup - System Files to deleted Windows.old from your computer Windows drive or just wait 10 days, i believe, and it will be deleted automatically.

[fjc72]

ok  i don t want anymore problems , have enough like that 

[elstaci]

Can you post exactly what happens when you try to run the game. What Errors messages pops up? Does the computer physically shut down or just crashes to the desktop?

Go to Windows Event Viewer under "Errors" and see if you spot any files having problem connected to that specific game.

[fjc72]

it s was on total war support who say that . paragraph 6 , but i undestand the dxdiag i have dirextx12 Problèmes graphiques ? Diagnostic de la carte graphique – Base de connaissances 

[fjc72]

the game run until i launch a campaign , when i come on campaign map sometimes don t have the time for the map  appear , my screnn turn blue with " no HDMI signal " or " no  DVI signal " depend how i connect my screen . after my screen turn black ; i can hear the game ( some cute litle birds lol ) and can t come back on my desktop screen . i have a touch with the symbol of windows or like microsoft symbol for that but when i press it don t work stay blocked in game . i must turn off my PC and restart .  for "  Windows Event Viewer " i search it in file but don t have it 

[elstaci]

To find Windows Event Viewer go to "Control Panel" (Large Icon view) and click on "Administrative Tools". It will show a folder full of Windows programs in which one is Event Viewer.

Or you can follow this method to access Event Viewer:

Starting Event Viewer in Windows

In all versions of Windows, use keyboard shortcut Windows Key+R to open the Run dialog. Type eventvwr. msc and click OK.

So the game starts but as soon as you launch a campaign is when it crashes to a black screen that is fixed only by a hard reboot.

That sounds like a driver or game issue and not a GPU issue. Hopefully someone who has that game will be able to assist you better. 

The only thing I can suggest is play with all the Settings in Radeon Settings and TWS Settings and see if it makes any difference. 

Not only just run the game in High Performance or low performance but changing other settings that affect the game play.

NOTE: Found this website that has the Recommended Settings for that specific game: https://www.ghostarrow.com/total-war-saga-troy-fps-boost-guide-how-to-improve-performance 

The website shows how to configure AMD Radeon Settings and Windows to run that game. Maybe one of the suggestions might fix your problem.