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.
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:
For ATI \ AMD driver uninstalling:
-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
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.
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:
-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:
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:
If that fails, manually make certain that your 'My Games' directory, under your own Windows user account, has 'Full' permissions (write is the key).
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
-3rd Party products:
Disable ATIs 'Gaming Evolved (Raptr):
Turn off ANY game broadcasting \ recording software. Some common examples are:
NVidia ShadowPlay (Now NVidia Share):
Open Broadcast Software (OBS):
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:
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.
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:
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.
Please uninstall Ashes from Steam/Galaxy by following the instructions below.
STEAM: Right click Ashes of the Singularity in your Steam library and select "Delete local content":
You will be prompted to delete the game:
GALAXY: Left click Ashes in your Galaxy library and select More, Manage, Uninstall:
You will be prompted to uninstall the game (Gal Civ 3 in this example):
***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 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)
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:
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:
Try to set all the graphic options to a bare minimum. Please download the following settings.ini file
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
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.
Please also download and run the following utility:
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.
Attach the above requested files to a ticket placed here: