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Thread: *** The BIG FIX Post ***

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    Forum Moderator Worshipper Cyberlink's Avatar
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    Question *** The BIG FIX Post ***

    THIS THREAD HAS RETURNED!!! But a lot is still broken so hang tight and I'll get it fixed... -Cyber 5/9/14

    Updated 3/3/2015


    If this post was helpful to you please select the star in the bottom left corner to add reputation.
    And of course, let me know by posting under here. Feel free to ask me anything.

    -----------------------------------------------------------------------------------------------------------------
    Repairing Section sit tight... This project has been restarted
    [CAT: "Text"] means the CAT equivalent.
    CyberAssistTool


    Go check out it's thread over HERE
    -----------------------------------------------------------------------------------------------------------------


    --- How to open a support ticket ---
    You can open one here - http://hi-rez.custhelp.com/app/ask/c/10

    - Troubleshooting Section -
    TOC:


    • Sec 1.0 Game Install
    • Sec 1.0a Game Launch Failure
    • Sec 1.0b Game settings won't allow game launch
    • Sec 1.0c Splash screen then fails to launch
    • Sec 1.1 Can't install anything after launcher is installed ("Error: Product ##")
    • Sec 1.2 Unable to Re-install a game
    • Sec 1.3 Stuck on updating
    • Sec 1.4 Will not update after fresh install
    • Sec 1.5 Service fails to function properly
    • Sec 1.6 Missing Font
    • Sec 1.7 LRU Section
    • Sec 1.8 Transfer games to another PC
    • Sec 1.9 Ran out of Video Memory
    • Sec 2.0 Changed GFX, now game wont start
    • Sec 2.1 Missing DLL files (XINPUT1_3.dll, XAPOFX1_5.dll or XAudio2_7.dll)
    • Sec 2.2 Call Stack "Assertion failure"
    • Sec 2.3 Crashes and failure to start
    • Sec 2.4 Game "stutter" / Sound issues
    • Sec 2.5 Unable to connect to server
    • Sec 2.6 Unable to log in
    • Sec 2.7 Miss matched version error
    • Sec 2.8 New Player Name EULA Loop
    • Sec 2.9 No audio device issue
    • Sec 3.0 .Net Framework 3.5 error during install
    • Sec 3.1 Disable UAC in windows 8
    • Sec 3.2 Gems / Favor issues
    • Sec 3.3 Hacked account or lost access
    • Sec 3.4 Account modification


    ------------------------------------------
    Standard Troubleshooting Process

    • Connected to the internet?
      • Can ping xx.xx.xx.xx (Hi-Rez Master server)
      • Router has been restarted?

    • Inside of the Hi-Rez Troubleshooting and Support tool, the install directory is correct?


    Connection issues or LAG? Try this http://forums.smitegame.com/showthre...666#post287666

    - Sec 1.0 Game Install -

    1. All updates need to be applied.
    • Check system time/date! (Servers don't like time stamp mismatches)
    • Windows update
    • DirectX software [CAT: "DirectX"]
    • PhysX [CAT: "PhysX"] (Required by ATI and nVidia users)
    • GFX card updates specific to your card ATI nVidia (Make sure you update manually, as the auto detect tool from Intel updates to an older version.)
    • Restart your system if any updates were applied


    2. Download the latest version of the launcher software
    • Official Link
    • My Backup Link [CAT: "Launcher"]


    3. Installing the software.
    Tips:
    • Disable anti-virus before install, re-enable after complete. (Kaspersky/Comodo have known issues)
    • Close all other applications
    • Right click and "Run as Administrator"
    • Allow any popups to run


    - Sec 1.0a Game Launch Failure -

    Quote Originally Posted by HiRezRemy
    Please do the following and try to launch a map again after each step to see if this issue is resolved.

    1. Verify that your Anti-virus and firewall are not blocking the game traffic.

    • You will need to create an exception for the launcher and game client in both your anti-virus and firewall. [CAT: "Add FW Rule"]
      • Default launcher directory:
        • 32-bit OS - C:\Program Files\Hi-Rez Studios\Hirezlauncherui.exe
          - OR -
          64-bit OS - C:\Program Files (x86)\Hi-Rez Studios\hirezlauncherui.exe


        Default game client directory:

        • 32-bit OS - C:\Program Files\Hi-Rez Studios\HiRezGames\Tribes Ascend\Binaries\Win32\TribesAscend.exe
          - OR -
          64-bit OS - C:\Program Files(x86)\Hi-Rez Studios\HiRezGames\Tribes Ascend\Binaries\Win32\TribesAscend.exe




    2. If (and only if) you are using an nVidia video card, make sure your PhysX is configured correctly.

    • Open nVidia Control Panel
    • Under "3D Settings" select "Set PhysX Configuration"
    • Make sure "Auto-select" or "CPU" are selected, if it is forcing to GPU some users have reported being unable to get into a multiplayer match (Roaming works fine).


    3.Delete all files under "My Documents\My Games\Tribes Ascend\" [CAT: "Reset"]

    If none of these steps work, please log in to the answer center at http://hi-rez.custhelp.com/ and submit a ticket so that we can assist you with troubleshooting this issue.
    - OR -
    "After installing the launcher, I run it to download the actual game, but instead of downloading it just goes straight to being ready to play, without downloading anything. When I click play, I get an error"

    Run the launcher as admin, make sure UAC is disabled. [CAT: "UAC"]

    How to disable UAC

    - Sec 1.0b Game settings won't allow game launch -

    "My settings are somehow messed up, beyond my ability to recover easily using the SETTINGS menu. How can I revert the game back to its default settings?"

    These steps can be used to forcibly reset the game back to its default client-side configuration settings:

    Close out of the game client
    Using windows explorer, go to the folder that is appropriate for your game version:
    For Steam - C:\program files\steam\SteamApps\common\GameHavingIssues\Game HavingIssue\Config change directory as needed to change drives
    For Game Launcher - C:\Users\<USERNAME>\Documents\My Games\GameHavingIssues\GameHavingIssues\Config change directory as needed to change drives
    Delete all of the files that start with GameHavingIssues.ini.

    DO NOT delete the files that start with Default*.ini !

    Relaunch the game through Steam\Launcher

    These steps will revert to the default settings (keybinds, resolution, etc).

    - Sec 1.0c Splash screen then fails to launch -

    Verify your resy and resx are set to your screen's resolution.
    The ini file is located in your My Documents folder, not in your game files location.

    Ex. C:\users\(username)\My documents\My games\smite\config\

    [CAT: "INI Editor tab then Choose screen res"]

    - Sec 1.1 Can't install anything after launcher is installed -

    Go to your default Hi-rez studios directory, create a shortcut to hirezlauncherui.exe and send that to desktop. Right click the shortcut -> properties, under the target field, add 'game=300 product=17' to the end, without the ''. Run that, click the gear in the top right and click 'Create shortcut'. That should make it install.

    Tribes : 'product=10 game=200'
    Smite : 'game=300 product=17'

    - Sec 1.2 Unable to Re-install a game -

    The issue is that there are previously un-deleted registry keys still on the system.
    • Use the LRU section at the bottom [CAT: "LRU"]
    • Restart your PC
    • Use section 1.0 up top to re-install


    - Sec 1.3 Stuck on updating -

    1. A Try stopping the service and restarting it first. [CAT: "Stop then start"]
    (Click start, type "services.msc", locate the Hirez service and restart it.)
    - OR -
    1. B Copy the game files from Program Files\Hi-Rez directory to another folder on your desktop.
    2. Delete the game folder in the Program Files\Hi-Rez directory [CAT: "Reset"]
    3. Start the launcher and then stop the service (Sec 1.1A) [CAT: "Stop"]
    4. Transfer the game folder back to original location.
    5. Restart the service. (Sec 1.1A) [CAT: "Start"]

    C. See next section.

    If this post was helpful to you please select the star in the bottom left corner to add reputation.
    And of course, let me know by posting under here. Feel free to ask me anything.
    Last edited by Cyberlink; 03-09-2015 at 05:28 PM.

  2. #2
    Forum Moderator Worshipper Cyberlink's Avatar
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    - Sec 1.4 Will not update after fresh install -

    Most likely cause is that during the setup process one of the prompts didn't show about allowing the game to get through the windows or 3rd party firewall.
    EVEN if they are set to disabled add them to the allow list anyway.
    [CAT: "Add FW Rule"]

    -= XP Version =-

    - Click Start , and then click Control Panel .
    - Double-click Windows Firewall (or click Security Center and then Windows Firewall ).
    - In the Windows Firewall control panel, click the Exceptions tab.
    - Click Add Program .
    - Select the program and click OK to add the program.
    (NOTE : If you didn't see the name of a program you were attempting to add above, click the Browse button.)
    - Then click My Computer.
    - Double Click on Local Disk (C.
    - Double Click on Program Files. You will now need to locate and open the application's folder. Then select the EXE file will open the application.

    (Ex. : To add Tribes you would add...
    C:\Program Files\Hirez Studios\games\(tribes folder)\Tribes.exe (The game exe)
    C:\Program Files\Hirez Studios\HiRezLauncherUI.exe (The launcher exe)

    - Click OK to close the Windows Firewall control panel.
    - Restart the computer to enable these choices.

    -= Vista / Win 7 =-

    • Click the start orb and type "firewall" (w/o quotes)
    • Click on "Allow a program through the windows firewall"


    1, Click "Change settings"
    2. Click "Allow another program"
    3. Browse to the .exe for the launcher and game

    Ex. My path: C:\Program Files\Hi-Rez Studios\games\tribes alpha\Binaries\Win32\TribesAscend.exe

    4. Now follow the above step for whatever 3rd party software you use as a firewall.
    (EVEN if its DISABLED)[/list]

    - 1.5 Service fails to function properly -

    To add a little behind the scenes with this issue it's Microsoft's .NET framework that is to blame for this error. Something is in the .NET framework that doesn't agree with the HR service and they've been trying for a while to understand what is happening and to come up with some workarounds.

    First, Don't Panic :lol: :lol: :lol: Seriously though, try running the installer as an Admin using the option when right-clicking.

    Second, Go to start -> Run -> type 'Services.msc' and hit enter. [CAT: "Stop then start"]

    This will show a list of your system's services. Scroll down to 'Hi-Rez Studios Authenticate and Update Service'. Right click that and select Restart if it's running, or If it's stopped, select Start. Also make sure that it's start up type is "automatic". I understand that this may have already, been tried, but for a minority of users experiencing this issue this is the only fix required.

    Third, Follow the steps outlined Here

    Fourth, uninstall the Hi-Rez Authentication and Update service through the control panel and reboot. [CAT: "Uninstall"]

    Fifth, run the game installer again. If you already deleted it off of your computer you can find the installer in section 1.0

    - Sec 1.6 Missing Font -

    You are missing a specific font pack that is needed to run the game.

    Download the needed font pack here: Location 1 - or - Location 2
    (You can download the free program 7-zip to extract this archive if your current archive program cannot)
    [CAT: "Ariel or trebuchet"]

    Once you have downloaded the font pack, unzip the font files into C:\windows\Fonts.

    SMITE users:
    Quote Originally Posted by HiRezAustin
    That error is related to your system missing the correct style of Trebuchet font. Please download this Trebuchet font pack from the following link and copy the font files into C:\windows\Fonts.

    http://www.mediafire.com/download.php?zqbvgfgbjde4gn5
    [CAT: "Trebuchet"]

    - Sec 1.7 LRU Section -

    If the launcher still does not work you can try a fresh reload after running the below.
    If you can get into the Troubleshooting and diagnostic window please send an error report to Hirez for analysis FIRST, then do the below as a "Last Resort".

    :!: Warning :!: This will wipe out ALL Hirez related files. (Games, file folders and registry keys.)

    LRU
    [CAT: "LRU"]

    - Sec 1.8 Transfer games to another PC -

    • 1. Install the launcher. [CAT: "Launcher"]
    • 2. Stop the service when it tries to install a game by opening task manager and killing the process. "HiPatchsomething") [CAT: "Stop"]
    • 3. Copy the Program Files/Hi-Rez directory from the old PC to new PC.
    • 4. Start the HR service. [CAT: "Start"]
    • 5. Start the game client.


    The launcher should recognize that the games are there and do whatever it needs to do from there. Try it out and let me know.

    - Sec 1.9 Ran out of Video Memory-

    This issue was resolved in alpha/beta

    - Sec 2.0 Changed GFX, now game wont start -

    1) In the game launcher, hit the "gear shift" in the top right corner to open the OPTIONS menu.

    2) In the field that says "Optional game command line parameters", enter the following:

    -resx=800 -resy=600

    3) This should launch your game in 800x600 resolution. Hopefully that will fix the issue for you and allow you to change to a better resolution in game.

    - OR -

    Open Documents->My Games->Tribes Ascend->TribesGame->Config->tribes.ini

    Search for these lines and set the values accordingly

    m_TrShadowLODGroup=0
    m_TrTextureLODGroup=1

    Save and relaunch

    - Sec 2.1 Common Error Section -
    • XINPUT1_3.dll Error
    • XAPOFX1_5.dll or XAudio2_7.dll
    • D3DCOMPILER_43.dll


    Please re-install your systems DirectX software from Here
    [CAT: "DirectX"]

    - OR -

    Quote Originally Posted by HiRezSever
    That particular error message means that you are trying to run the game from Windows Explorer. You will need to create a shortcut through the Diagnostic and Support Tool. That should solve the issue.
    [CAT: "HR Troubleshooting and Diag"]

    - Sec 2.2 Call stack: Assertion failure -

    Error:
    Call Stack:
    Assertion failed: i>=0 && (i<ArrayNum||(i==0 && ArrayNum==0)) [File:c:\build\smite\live\development\src\core\inc\ Array.h] [Line: 581]

    Stack: Address = 0x4305a4 (filename not found) [in C:\Program Files (x86)\Hi-Rez Studios\HiRezGames\smite\binaries\Win32\Smite.exe]

    Fix: Disable TeamSpeak "overlay" or start Smite first and then start TeamSpeak.

    - Sec 2.3 Crashes and failure to launch -

    Disable any VOIP services BEFORE you start the game client.
    Some services such as TeamSpeak and Trillian have been seem to cause crashes,
    and failure to launch the game client.

    - Sec 2.4 Game "stutter" / Sound issues -

    Please check your power settings for options related to your HDD.
    Make sure they are not set to sleep when inactive, this can cause a temporary delay on load.

    - Sec 2.5 Unable to connect to server -

    Possible reasons why the game is showing "Unable to connect"

    • PC needs to be restarted
    • The server may be down
    • Anti-virus or firewall software may be blocking the game client or service
    • The Hirez service may not be running.

    [CAT: "Stop then start"]

    - Sec 2.6 Unable to log in -

    Try power cycling your internet router
    - or -
    Open a ticket with HR (Very top instructions)

    - Sec 2.7 Miss Matched Version error -

    Full reinstall required, LRU section, then first section for install.

    - Sec 2.8 New Player Name EULA Loop -

    There seems to be an issue with going over 16 characters for player names.
    For now you should be able to create a player name 15 characters and below.

    - Sec 2.9 No audio device issue -

    Open up "My Documents\My Games\Smite\BattleGame\Config\BattleEngine.ini" in a text editor of your choice. Search for DefaultAudioDevice, a few lines above you should see [XAudio2.XAudio2Device]. Delete everything after the = sign for DefaultAudioDevice so that it just looks like "DefaultAudioDevice=".

    - Sec 3.0 .Net Framework 3.5 error during install -

    Issue: I receive a .Net error received when installing HR Product on windows 8 OS.
    Fix: Found here

    - Sec 3.1 Disable UAC on Windows 8 -

    http://blogs.msdn.com/b/hyperyash/ar...windows-8.aspx

    - Sec 3.2 Gems and Favor Issues -

    Please open a support ticket, forum moderators do not have access to personal account data.
    Please provide support with:

    • Email address
    • Account name with issue
    • When the issue started
    • And a brief description of the issue.


    Please allow a few days for response.

    - Sec 3.3 Hacked Account or Lost Access -

    See 3.2 above

    - Sec 3.3 Account Modification -

    See 3.2 above
    Last edited by Cyberlink; 09-03-2014 at 10:41 AM.

  3. #3
    Member Follower SLeePYG's Avatar
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    Great thread! 5*

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    Forum Moderator Worshipper Cyberlink's Avatar
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    Quote Originally Posted by SLeePYG View Post
    Great thread! 5*
    Thank you =)
    Issues? The BIG FIX Post - OR - Open a support ticket

    Forum Code of Conduct --- Suspension/Ban policy --- www.EloStats.com

    Disclaimer: I am a community moderator. I work on best judgement and do not speak on behalf of Hi-Rez Studios.

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    Junior Member Cupidhead DestrockQc's Avatar
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    For the program, at the start I been asked if I installed the game in the default directory and I said no. But now I have to give the right path for the "program data folder".

    What is that ? Where ? I have 2 possibilities... :

    E:\Hi-Rez Studios
    E:\Hi-Rez Studios\HiRezGames\smite

    And btw the document folder i think it is always the same location for everybody no ? Why asking us that ? There is a way to change that location???

    And since when they reopened the forum ???? I came here on the official website to find the redit SMITE page and I found that forum. I always said it has been a bad idea from hi rez to remove it, im very happy to see it again.

  6. #6
    Ex-Moderator Follower Limyc's Avatar
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    Quote Originally Posted by DestrockQc View Post
    For the program, at the start I been asked if I installed the game in the default directory and I said no. But now I have to give the right path for the "program data folder".

    What is that ? Where ? I have 2 possibilities... :

    E:\Hi-Rez Studios
    E:\Hi-Rez Studios\HiRezGames\smite

    And btw the document folder i think it is always the same location for everybody no ? Why asking us that ? There is a way to change that location???

    And since when they reopened the forum ???? I came here on the official website to find the redit SMITE page and I found that forum. I always said it has been a bad idea from hi rez to remove it, im very happy to see it again.
    Apologies, the program is outdated and we haven't finished plans to rebuilt it. Program Data by default is C:\Program Data\, but I honestly can't remember why I asked for either of the folder paths.
    Disclaimer: I am a community moderator. I work on best judgement and do not speak on behalf of Hi-Rez Studios.

  7. #7
    Junior Member Cupidhead DestrockQc's Avatar
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    Apologies, the program is outdated and we haven't finished plans to rebuilt it. Program Data by default is C:\Program Data\, but I honestly can't remember why I asked for either of the folder paths.
    oh =( That prog was looking very nice.
    Well, do you know how to fix the loop bug ? I sent 1 ticket 1 week ago im still waiting their answer...

  8. #8
    Forum Moderator Worshipper Cyberlink's Avatar
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    Quote Originally Posted by DestrockQc View Post
    oh =( That prog was looking very nice.
    Well, do you know how to fix the loop bug ? I sent 1 ticket 1 week ago im still waiting their answer...
    Development will continue after Limyc and myself stop being lazy.
    As far as the loop issue, I've realized the best fix is usually a LRU/Restart/Re-install sequence. (all in TBF post)
    Corrupt data is corrupt data and the HiRez method for game file verification is rather slow to say the least.
    Issues? The BIG FIX Post - OR - Open a support ticket

    Forum Code of Conduct --- Suspension/Ban policy --- www.EloStats.com

    Disclaimer: I am a community moderator. I work on best judgement and do not speak on behalf of Hi-Rez Studios.

  9. #9
    Senior Member Prestigious Dmantakae's Avatar
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    Are you guys done being lazy :P.
    Ex-Smite forums Lead mod, currently Paladins forum lead mod

    Goodbye Smite forums <3

  10. #10
    Forum Moderator Worshipper Cyberlink's Avatar
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    Quote Originally Posted by Dmantakae View Post
    Are you guys done being lazy :P.
    Are programmers ever done being lazy? =)
    Issues? The BIG FIX Post - OR - Open a support ticket

    Forum Code of Conduct --- Suspension/Ban policy --- www.EloStats.com

    Disclaimer: I am a community moderator. I work on best judgement and do not speak on behalf of Hi-Rez Studios.

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