Current Issues(s)Support Tool crashing on startup / Connection to the Larian support server failed.
This issue is being investigated, and will be fixed as soon as possible.
If you have not already checked your firewall settings and disabled your anti-virus, this can also be caused by internet access being blocked for the game.
To check in Windows Firewall:
- click Start, then Control Panel
- in Category view, click System and Security, then under Windows Firewall,
click 'Allow a program through Window Firewall'
- scroll down the list and make sure both entries for 'Divinity Original
Sin 2' (EoCApp.exe and SupportTool.exe) are checked off to have Public and
To bypass the Support Tool, you can start the game directly from the '..\SteamApps\common\Divinity Original Sin 2\bin\EoCApp.exe' program file (or similarly for the GOG install path). Right click drag and drop the executable to the desktop to get a menu option to create a shortcut. As long as Steam is running the game should be able to connect to make Steamworks functions available (multiplayer lobby, etc).Performance issues and/or long load times after entering act 2, particularly on systems with 4GB of memory.
Crashing during the loading process between acts.
There have been some optimizations made in the 188.8.131.529 update, and there will be more in future updates.
Try lowering the game resolution, and graphics settings, and shut down all non-essential programs before starting the game, etc.
One person with a crash entering act 2 fixed the problem by changing the Virtual memory setting in Windows to 'System managed size' (presumably from the default of 'Automatically manage paging file size for all drives').
To check or change virtual memory settings, see the applicable description for Windows 7/8
or Windows 10
.General troubleshootingFor general issues, not specifically related to gameplay:*
Check for updated graphics drivers, and Windows updates in general.*
Try verifying local files: in the Steam library, right click on the game and select Properties, switch to the Local Files tab and then click on the 'Verify Integrity of Game Cache...' button.
With the GOG version, in the (optional) Galaxy client, select the game in the left column, then click on the More button, and in the Manage menu select 'Verify / Repair'.*
Shut down all non-essential programs (especially anti-virus) before starting the game. Firewalls can cause conflicts (generally on startup or loading screens) and overlays from graphics tweaking/monitoring programs or chat programs can also caused issues.For crashing or freezing:
(in addition to the suggestions above)*
For crashing when trying to start a new game, or errors when loading saves, try creating a new profile (particularly if you played the Early Access version, and have old save) and see if you can then start a new game.*
If you have any generic or obscure USB controllers (or other devices) plugged in, try disconnecting them. Crashes on startup with faulting module names of ntdll.dll and EZFRD64.DLL, can (particularly for the latter) be related to USB controllers or PS2 to USB adapters (for various games).
In D:OS EE, for example, one person reported a crash using the Wii U controller adapter in Dinput mode, which could be fixed by uninstalling the drivers (though that also eliminated rumble support). Another reported this issue with a USB hub, and Windows 10 in particular seems to have more problems with USB devices that are not fully recognized.*
Try exiting out of the Steam client, and starting the game directly from the '..\SteamApps\common\Divinity Original Sin 2\bin\EoCApp.exe' program file, by right clicking and running as administrator.*
Especially if you have a relatively high desktop resolution, you can try temporarily lowering it, to limit what the game will auto-detect. If that allows the game to start, you can then exit and restore your desktop resolution.
Check the Event Viewer
, to see if there is an error code or 'Faulting Module' file name that might help identify the cause of the crash:
- click Start (or WinKey-R), then type "event viewer" into the search box. in Windows 10, 'event' should bring up 'View event logs'.
- after starting the Event Viewer, expand 'Windows Logs' in the left column and select 'Application'
- in the center column, look for a recent error (maybe sort by Date and Time) for the game
- check the information under the 'General' tab below the list of events, starting with "Faulting application name..."*
For Windows 7, please make sure you have Service Pack 1 installed. That is the minimum required version of Windows (64 bit).*
Normally, Steam will install the redistributable packages if required when you first start the game, or GOG during the install, but you can check, and reinstall them manually:
- Visual C++ Redist 2015
(update 3) [choose 64bit]https://www.microsoft.com/en-us/download/details.aspx?id=53840
- .Net 3.5
[choose Microsoft .NET Framework 4 Client Profile (Web Installer)]https://www.microsoft.com/en-us/download/details.aspx?id=21
For an error mentioning the api-ms-win-crt-runtime-l1-1-0.dll
, it is part of the Microsoft Universal C Runtime, which for Windows 7 or 8 can be downloaded at the link below, or gotten through Windows update (it is already part of Win 10).https://support.microsoft.com/en-us/kb/2999226*
With a first time install, try browsing to the '..\Documents\Larian Studios' folder and delete the 'Divinity Original Sin 2' subfolder.
This folder contains the saved games, configuration files and a level cache folder. Normally I would suggest renaming the folder for troubleshooting purposes, but if you don't have any saved games that isn't an issue.
Next, extract the replacement folder from the download below into your '..\Documents\Larian Studios' folder, and see if that will let you start the game.https://www.dropbox.com/s/d2djo54y5fs4ght/DOS2_doc_30141882.zip?dl=1
The graphicSettings.lsx file is set to 1280x720 Windowed mode, Very Low quality preset, which you can change in the options (manually, or hit autodetect) if this gets the game to start.
If that doesn't help, you can delete the downloaded My Documents D:OS 2 folder.*
If the game has started crashing after working for some time (and it isn't a new background program or anti-virus update, etc), or for issues with saves or profiles, a slightly different procedure is required to test replacing the My Documents folder.
If applicable, disable Steam cloud support either globally (in the client click on the Steam menu and select Settings, and then Cloud) or just for this game (in the library right click Divinity: Original Sin 2 and select Properties, then switch to the Updates tab and check the Steam Cloud section).
Alternately, exit out of the Steam client, or Galaxy for GOG, and just start the game directly from the executable when required.
Next, try browsing to the '..\Documents\Larian Studios' folder and rename the 'Divinity Original Sin 2' subfolder.
As mentioned above, deleting or renaming it will get the game to recreate it on startup; playing the game from a different Windows user account would effectively do the same thing. With Steam / Galaxy running and cloud support enabled, the client would just download the cloud copy of your existing profile.
After that, usually you would just be able to start the game, create a new profile and test starting a new game and saving or loading. If that worked, and the issue could be something in the saves, you could exit and copy a couple save folders from the renamed folder into the newly created profile's savegames folder. If that fixed the problem, you could just move the rest of the saves over.
Alternately, rather than starting the game to recreate the My Documents game folder, you could use the download above.
In either case, if that doesn't help, you can delete the new My Documents D:OS 2 folder and rename the original back again.Additional troubleshooting
The following suggestions are generally not required, but there are various situations where they may be useful, or may be worth trying if other suggestions have been exhausted.*
Try doing a clean boot and then test the game. Click Start, or hit WinKey-R, type in msconfig and hit enter; in the General tab, click Selective Startup, uncheck Load startup items (if required) and leave Load system services and Use original boot configuration options checked. Next, click on the Services tab, check the box to Hide all Microsoft services, then click the Disable All button (maybe make a note of which are currently enabled/disabled), then click OK and reboot the computer.
Run msconfig again to switch back to the normal boot configuration.*
Try creating a new Windows administrator user account, switch to that account and try starting the game from there, directly from the executable.
These can be combined, by doing a clean boot and logging in to the new Windows account to test.