Larian Studios Forums Divinity: Original Sin 2 Divinity - Original Sin 2 - Bugs & Technical Problems The game does not start

I bought the game yesterday, I play the game and it does not load it stops in the Larian Studios logo, I go back to the desk and I find a message that says: Divinity Original Sin 2 stopped working, I try to send the report but it is stuck in the Step 2/4 and can not be sent.

I already verified the Windows Firewall and it's all right for the game to work, I have Windows 7 64bit SP1, Visual Studio (2005, 2008, 2010, 2012, 2013, 2015) my version of Net.Framework 4.7.1, DirectX 11 and to finish I want to mention that I do not have any type of antivirus installed, below I leave the features of my pc. It is the only game that presents problems, the others work perfect, I do not know what could become ... I hope you can help me, it would be a shame to ask for a refund.

Characteristics:

CPU: I5 4690K to 4.2Ghz

RAM: 16GB to 1600Mhz

GPU: Nvidia 980Ti to 6GB (Updated)

Mother: Asus Maximus Hero VII (Updated)

Source: CoolMaster V1200 Platinum

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.

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 Divinity: Original Sin 2 in the left column, then click on the More button, and in the Manage menu select 'Verify / Repair'.

If you check the Event Viewer, does that give 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 for the game (maybe sort by Date and Time, or search for 'EoCApp')
- check the information under the 'General' tab below the list of events, starting with "Faulting application name..."


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 this download into your '..\Documents\Larian Studios' folder, and see if that will let you start the game.

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 the game still crashes, delete the downloaded My Documents D:OS 2 folder and try starting the game again. After that, please email supportdos2@larian.com with the report.zip file (or a Dropbox or Google drive link, etc) generated by the D:OS 2 Analysis Tool, along with a description (or link to this topic).

Extract the zip file somewhere handy (like the Desktop) and in the AnalysisTool_DOS2 folder, run corresponding executable. It should detect the game install path, but if not you can browse to the 'Divinity Original Sin 2' folder. Optionally run the tests first, and then generate a report (it will be saved in the same location as the Analysis Tool).

The report will contain system and game information, and would contain your saves, if you were able to start the game to make any.

Also check the '..\Divinity Original Sin 2\bin' folder for any CrashDump files, and either add a few to the report.zip file, or zip them separately.

I already generated the report in the analysis tool, because none of the other options worked. If I do not have a solution in three days I will have to return the game, thank you for your time and I hope that this can be solved. Regards!

Please check for CrashDump files, as well.

Steam's refund policy is under 2 hours playtime, and within 2 weeks of purchase.

Ok, np.

I found the problem, in the event viewer is apparently the audio, do you need to send the Crash Dump?

Details

EoCApp.exe
3.0.226.993
5af9be97
XAudio2_7.dll
9.29.1962.0
4c0643cc
c0000005
00000000000613fd
155c
01d3f4e6cfd45807
C:\Program Files (x86)\Steam\steamapps\common\Divinity Original Sin 2\bin\EoCApp.exe
C:\Windows\system32\XAudio2_7.dll
13b10d92-60da-11e8-8c24-7085c207103b

If checking for updated sound drivers, etc, doesn't help, then yes, please do email the CrashDump files.

From an online search, a couple games had issues with consistent crashing with XAudio2_7.dll as the faulting module, due to a conflict with the Tablet Input Service. A couple people were able to rename the dll to avoid the crash, though that could result in no in-game audio.

If you keep searching the Event Viewer, are all the crashes due to that dll?

Try checking your system files:
- click Start, type cmd into the search box, right click Command Prompt and select run as administrator.
- type the following command and hit Enter
sfc /scannow
When that is done, type exit and hit Enter, then reboot your computer.
For more details, see: https://support.microsoft.com/en-ca/kb/929833

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. You might want to un-hide Microsoft services, and disable some non-essential ones, as well, starting with touchpad support.
Run msconfig again to switch back to the normal boot configuration.

Here I found another problem! apparently this game is very susceptible and my patience is over... I leave here below the error for future solutions, I am going to ask for a refund definitively.

Details

EoCApp.exe
3.0.226.993
5af9be97
RzChromaSDK64.dll_unloaded
0.0.0.0
5a557c9e
c0000005
000007fee4c113f4
13a4
01d3f60a8cf7017a
C:\Program Files (x86)\Steam\steamapps\common\Divinity Original Sin 2\bin\EoCApp.exe
RzChromaSDK64.dll
d1c82cb9-61fd-11e8-acc9-7085c207103b

Another person with crashes in these dlls fixed it by updating the sound drivers with an update from Realtek's website and uninstalling the Chroma software for their Razer mouse.

If you sent CrashDump files, I have not gotten them.

Not sure if you fixed this or have already refunded but I had the same problem and got it working. Go to Uninstall Programs and look for a Razer SDK and uninstall it. I didn't have to uninstall Synapse just the SDK one. Game should start normally after that.