Knowledgebase
General Ashes of the Singularity Troubleshooting
Posted by Brad Ather on 18 June 2015 11:57 AM

*New*: If you arrived at this page from the new in-game crash reporter, even though you may have provided some details and an email address (optional), no formal support ticket was created from it. For any chronic issues, please review the help options below.  If your issue remains unresolved after reviewing, use the 'Reporting an issue' information at the bottom for submitting a formal support ticket.

Below is a list of things to try if you are having technical issues with installing or running Ashes.  If your issue is related to gameplay, or any other non-technical issue, please use the Ashes forums as your question has likely been addressed in existing posts: Forums

*NEW* This knowledgebase article can apply to Ashes of the Singularity: Escalation.

System Requirements:

Absolute Minimum:

  • 64-bit Windows 7 / 8 / 10 OS
  • Quad Core CPU
  • 8 GB Memory
  • 2 GB GDDR5 DirectX 11 Compatible Video Card - NVidia GeForce 660 / AMD R7 360 or Equivalent 
  • 5 GB available hard-drive space 
  • 1920x1080 Display Resolution
  • High-speed Internet Connection

We Recommend:

  • 64-bit Windows 7 / 8 / 10 OS
  • i7 (or equivalent) CPU
  • 16 GB Memory
  • Nvidia GTX 970 or AMD R9 390 equivalent Video Card
  • 1920x1080 Display Resolution
  • High-speed Internet Connection   

Game Loading issues

-Verifying your Game Cache within Steam:

Follow this link to verify your Steam files for Ashes (This will launch Steam and verify your game cache): VALIDATE 

-Update your Video Drivers:
Please make sure your video drivers are up-to-date. Even if they are current, a full remove, and reinstall, would be prudent; especially if you have recently installed Windows 10

Nvidia:
http://www.nvidia.com/Download/index.aspx?lang=en-us 

For Nvidia driver uninstalling/clean installing. The below screenshots will help with how to do that:
http://screencast.com/t/Zxuoznqdg8LN
http://screencast.com/t/upWIXNbcW9 

ATI \ AMD:
http://support.amd.com/us/gpudownload/Pages/index.aspx 

For ATI \ AMD driver uninstalling:
http://support.amd.com/en-us/kb-articles/Pages/GPU57RemoveOldGraphicsDrivers.aspx 

-Reinstall VCRedist and DXSetup

In the following location:

C:\Program Files (x86)\Steam\SteamApps\common\Ashes of the Singularity\_CommonRedist\vcredist\2012

Run: vcredist_x64.exe ('Repair' option when prompted)

In the following location:

C:\Program Files (x86)\Steam\SteamApps\common\Ashes of the Singularity\_CommonRedist\DirectX\Jun2010

Run: DXSetup.exe

Reboot and try to run the game again.

-Delete your settings.ini:

Location: C:\Users\YOUR_WINDOWS_USERNAME\Documents\My Games\Ashes of the Singularity

Try to run the game again.

-DX12/DX11:

If you have experienced a crash specifically with the DX12 version of the game, please try launching the DX11 version of the game to see if the issue still occurs. Similarly, if you have experienced a crash specifically with the DX11 version of the game and have a Windows 10/DX12 compatible system, please try launching the DX12 version of the game to see if the issue still occurs.

By default, Ashes of the Singularity is installed to the following location:
C:\Program Files (x86)\Steam\SteamApps\common\Ashes of the Singularity

DirectX11: Ashes_DX11.exe
DirectX12: Ashes_DX12.exe

-Run Steam as Administrator

Exit Steam completely by right clicking it's icon on your taskbar. Next, right click the icon on your taskbar, then right click where it lists Steam, and select Run as Administrator.

-Create a new Windows Administrator Account:

As a test, create a new Windows Administrator (<--important) account and try to run the game again:

http://sd.stardock.com/sean/JingImages/2015-09-23_1527.png

If that works, for some, we have seen that permissions for the 'My Games' directory have changed after a Windows 10 upgrade (fresh Windows 10 installs would not have the issue).  If you have recently upgraded to Windows 10, and Ashes will not load \ save \ save your settings changes, please download and run the following:

http://sd.stardock.com/Support/PermFixer.zip 

If that fails, manually make certain that your 'My Games' directory, under your own Windows user account, has 'Full' permissions (write is the key). 

-Virtual Memory:

Please turn on the following Virtual Memory option (See picture below): 

Control Panel -> Advanced System Settings -> Advanced -> Settings -> Advanced -> Change -> Automatically manage paging file size for all drives  -> System Managed -> Ok

Example: http://sd.stardock.com/acole/Images/Jing/2016-04-06_1119.png 

-3rd Party products:
Of primary concern are programs that inject themselves into the video process, like video capture programs and overclockers, that can cause DirectX (both 12 and 11) programs to crash. In addtion to the ones mentioned below, look in your system tray and disable programs that might inject themselves into the Ashes of the Singularity game process. Some common examples are:

Disable UPlay:
Open Task Manager and make sure no entries for UPlay are present or running in the Applications/Processes tab.

Disable ATIs 'Gaming Evolved (Raptr):
http://support.raptr.com/support/solutions/articles/5000541598-how-do-i-uninstall-raptr-amd-gaming-evolved-

Disable PrecisionX:
If you run EVGA's PrecisionX, please disable it making sure to set your video card for factory specs prior. 

Disable RivaTuner:
If you run RivaTuner software, please disable or close it completely before running Ashes. 

Turn off ANY game broadcasting \ recording software. Some common examples are:

NVidia ShadowPlay (Now NVidia Share): 

http://sd.stardock.com/acole/Images/Jing/2016-04-06_1145.png

XSplit Gamecaster:

http://sd.stardock.com/acole/Images/Jing/2016-04-06_1211.png

Open Broadcast Software (OBS):

http://sd.stardock.com/acole/Images/Jing/2016-04-06_1230.png

-Overclocking:
Ashes is a 64bit game and, running in DX12 mode, will use all CPU \ GPU cores.. This may expose temperature and power consumption issues within your PC that you haven't seen before with other games.  With your video card overclocked, it's possible your PC will lack the power (power supply), or cooling (fans, ventilation), to properly run the game.  Signs that this is the case is if the PC itself totally shuts down, or fails after a consistent allotment of time, while performing the benchmark or playing the game.  If you are overclocking in any way, please return the card to factory specs for testing purposes. 

Conversely, if you have added a high end video card post PC purchase, the requirements of the game may expose an inadequate power supply.  When testing to ensure that the power supply is adequate, there are 3rd party products that will allow you to restrict the amount of power the video card uses.  If when you cap the power, the game runs as expected, it would be prudent to consider investigating power consumption or the power supply itself.

Apps that can help return factory overclocked cards to stock speeds:

EVGA PrecisionX:
http://sd.stardock.com/brad.ather/Jingimages/2016-08-30_1602.png

MSI Afterburner:
http://sd.stardock.com/acole/Images/Jing/2016-04-04_0951.png

Nvidia Control Panel - Debug Mode will reset your card to stock speeds:
http://sd.stardock.com/brad.ather/Jingimages/2017-04-20_1439.png

Perhaps try turning the power to 100% or lower to expose any power consumption issues. If you need to verify stock speeds, you will need to check with your manufacturer.

Example: 

Nvidia: http://www.geforce.com/hardware/10series/geforce-gtx-1080 (Click Specs)

AMD: http://www.amd.com/en-us/products/graphics/desktop/r9 (Scroll down for Specs)

-Turning on MGPU and crashing afterwards:




If you're turning on MGPU from the Video Settings menu, starting the game and finding that it crashes within the benchmark or playing, exit the game. Locate the settings.ini here and delete them:

C:\Users\YOUR_WINDOWS_USERNAME\Documents\My Games\Ashes of the Singularity

If it still fails with MGPU enabled, but works with it disabled, please keep it disabled and follow the steps below for submitting a ticket.

-"The Purge":

Please uninstall Ashes from Steam/Galaxy by following the instructions below.

STEAM: Right click Ashes of the Singularity in your Steam library and select "Uninstall...":

http://sd.stardock.com/brad.ather/Jingimages/2017-06-16_1515.png

You will be prompted to delete the game:

http://sd.stardock.com/acole/Images/Jing/2016-04-06_1401.png

GALAXY: Left click Ashes in your Galaxy library and select More, Manage, Uninstall:

http://sd.stardock.com/acole/Images/Jing/2016-04-06_1413.png

You will be prompted to uninstall the game (Gal Civ 3 in this example):

http://sd.stardock.com/brad.ather/Jingimages/2016-01-04_1059.png

***IMPORTANT*** Make sure you've completely exited Galaxy after uninstalling:

Open your Windows notifications window, right click the GoG icon and select Exit

Please navigate to your My Games directory:

C:\Users\USER\Documents\My Games\Ashes of the Singularity

Once you are in that folder, rename settings.ini to "settings.old". Once this is done, please restart your computer.

Once the computer has come back on, re-install the game and this should create a new settings.ini file for you.

Once the game has started, please let us know if your issue persists.

 

Video Issues (could also contribute to game not loading):

-Crashes when the games in fullscreen:

If you are experiencing crashes playing Ashes in full-screen mode, please go to your game options, select "video", and set "mode" to  either "borderless windowed" or "windowed" to improve stability.   

-Turning off SLI/Crossfire:
Turn off SLI (After clicking disable, Apply to save):

Turn off Crossfire (AMD Control Panel (Global Setting) / AMD Crimson Control Panel):

Crimson (This may need to be done for Ashes individually):

-Turn off VSYNC

Within the options menu in Ashes, under Video, you can uncheck VSync. (VSync is off by default)


-If you have a laptop with both an integrated Intel card and a discrete ATI or Nvidia graphics card:

NOTE: While the article below is intended for Dell Alienware owners, the instructions in the above mentioned sections should apply for all laptops with dual ATI/Nvidia/Intel graphics cards.

If the game is defaulting to your Intel graphics card and running slowly as a result, you may need to configure some additional settings manually.

For laptops with an Nvidia and Intel graphics cards, please see the "Manually Configure Optimus" and "Manually adding a game to the NVIDIA Control Panel" sections on the page below:
http://www.dell.com/support/article/us/en/19/SLN146534

For laptops with an ATI and Intel graphics cards, please see the "Manual Configuration" and "Set the global setting to High Performance" sections on the page below:
http://www.dell.com/support/article/us/en/19/SLN146534

-Low Settings

Try to set all the graphic options to a bare minimum. Please download the following settings.ini file

http://sd.stardock.com/Support/games/Ashes/lowsettings.zip

and unzip it in the location following directory:

C:\Users\YOUR_USERNAME\Documents\My Games\Ashes of the Singularity

In-Game Screenshot: http://screencast.com/t/VtCGUJjUhH

 

Submiting a Trouble Ticket:

If you are still having issues, we would like to get any and all information for resolving your issue:

- A concise description of your problem, including any error messages you receive.
- When the problem occurs (preferably with instructions on how to reproduce it if possible), as well as how often it happens.
- What steps (if any) you have already taken to rectify the issues.
- Names of the map, vehicles, etc, are extremely helpful in our attempts to reproduce the issue.
- At what point in the game it crashes ('when I changed this setting to' or 'My tanks stopped working').
- (IMPORTANT) Any screenshots \ video clips that may help illustrate the issue are very helpful. Jing (a free screenshot/video application), can be used for this: http://www.techsmith.com/jing.html
Lastly, its VERY important that we get your Steam name \ ID as we can review our Steam logs for more details on your issue.

Please also download and run the following utility:
http://sd.stardock.com/Support/supportToolTest/SDSupportTool.exe

This is a tool that we use to gather relevant log files and basic information about your computer. If your issues can be seen in a save, make sure its included in the zip and at a point where your issue can be readily observed.


When placing a ticket, please note that you have reviewed this article in full but no options helped resolve your issue.

Attach the above requested files to a ticket placed here:
http://esupport.stardock.com/index.php?/default_import/Tickets/Submit/RenderForm/81

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