Knowledgebase: GalCiv III
General Galactic Civilizations III Troubleshooting
Posted by Ken Janeczko on 28 March 2014 03:55 PM

*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 for submitting a formal support ticket.

Below is a list of things to try if you are having technical issues with installing or running Galactic Civilizations III. Another resource for seeing if your issue is being addressed can be found in the GalCiv3 forum: 

http://forums.galciv3.com/  -- http://steamcommunity.com/app/226860/discussions/

Please also see the GalCiv3 Wiki for additional help with gameplay and other important details:
http://galciv3.gamepedia.com/Galactic_Civilizations_III_Wiki

For a master changelog list, please visit: http://forums.galciv3.com/461047/page/1/

  1. System Requirements
  2. Game Loading Issues
  3. Graphical Issues
  4. Multiplayer
  5. Reporting an Issue

 

I. Make certain your system meets the minimum requirements

MINIMUM: 

    • OS: 64-bit Windows 8.1 / 8 / 7 / 10
    • Processor: 1.8 GHz Intel Core 2 Duo / AMD K10 Dual-Core 
    • Memory: 4 GB RAM 
    • Graphics: 512 MB DirectX 10.1 Video Card (AMD Radeon HD5x00 Series / Nvidia GeForce 500 Series / Intel HD 4000 or later) 
    • DirectX: Version 10 
    • Network: Broadband Internet connection 
    • Hard Drive: 3 GB available space 
    • Sound Card: DirectX Compatible Sound Card

RECOMMENDED: 

    • Processor: 2.3 GHz Intel Core i5 Processor or Equivalent 
    • Memory: 6 GB RAM 
    • Graphics: 1 GB DirectX 10.1 Video Card 
    • Hard Drive: 5 GB available space

II. Game loading issues  

-Verifying your Game Cache within Steam / GoG Galaxy  

Steam: Follow this link to verify your Steam files for GalCiv3: VALIDATE 

GOG: Visit this image for an example of verifying your game within the Galaxy client: http://sd.stardock.com/brad.ather/Jingimages/2016-01-04_1033.png 

-Update 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

Use the link(s) below for updating:
  
Intel:  
http://www.intel.com/p/en_US/support/detect?iid=dc_iduu

NEW: Surface Pro 4 users, with Intel Iris cards, please click here
 
Nvidia: 
Note: Please perform a "clean installation" if you have an Nvidia graphics card. The below screenshots will help with how to do that:  
ATI \ AMD: 
For ATI \ AMD driver uninstalling: 
 

-Intel Iris Graphics Card 500 Series:

Crashes have been reported for video driver updates for the Iris Intel integrated video card. We've detailed rollback instructions below in order to revert your video driver to one that works with GC3.

You can download the driver that works from here: https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen-

1. Open Device Manager
2. Select the Display Adapter
3. Right click on Properties
4. Click on the Driver tab
5. Select Update Driver
6. Click on "Browse My Computer for Driver Software"
7. Click on "Let me pick from list of device drivers on my computer"
8. Select "Intel Iris Graphics 540 Version 20.19.14.4634 (1/12/2016)"
9. Click Next to install the selected driver.
10. Restart the Surface Pro 4
11. Launch the game

Note: The latest driver for the Intel Iris Graphics 540 Version 20.19.14.4634 (1/12/2016) appears to be working with GC3.  However, the PC vendor is often tardy with making the newest drivers available.

 

-MODs

We are pleased that MODs are very popular. However, prior to placing a ticket, please mention if the issue you are having is not present if you do not use them (or have them installed).  While we may be able to provide nominal support for why the MOD may not be working, ultimately, if the game works without the MOD, the author of the MOD may be the best resource for resolving it. 

To disable MODs:

http://sd.stardock.com/brad.ather/Jingimages/2015-08-25_1345.png

-Check for available opt-in updates 

Start by turning off Steam Cloud saving here please:

http://sd.stardock.com/brad.ather/Jingimages/2015-05-19_1502.png

To opt into the development snapshot, do the following:

Right-click the game in your Steam library
Select “Properties”
Select the “Betas” tab
Choose “Opt-in” from the drop-down menu
Close the Properties window

Example of selecting the opt-in:

http://sd.stardock.com/brad.ather/Jingimages/2015-02-10_1429.png

Unless otherwise stated (ticket or from a forum post), you do not need to enter a 'Code'; closing will start the patch update.

After opting in to the patch, and if your save game still shows to have issues, please verify that they still exist with a new game. 

-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.

-Re-Installing Redistributables

Download the redist file from the link below and install \ repair.

http://www.microsoft.com/en-au/download/confirmation.aspx?id=30679     

-Re-Install DirectX

In the following location:

C:\Program Files (x86)\Steam\steamapps\common\Galactic Civilizations III\_CommonRedist\DirectX\Jun2010

Run: DXSetup.exe

Reboot and try to run the game again.

-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 programs to crash. In addtion to the ones mentioned below, look in your system tray and disable programs that might inject themselves into the GalCiv3 game process. Some common examples are:

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

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

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

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

-Clients with AMD video cards

Disable \ unload AMD's Gaming Evolved application and try to run the game again.

-'Environment Variable Missing Path'

If you recived the above in-game error', press the Windows and 'R' Key at the same time. A "Run" dialog box should appear, paste the line below and click OK:

systempropertiesadvanced
 
The "System Properties" menu should appear. Click the 'Environment Variable' button, and under 'System Variables' select the 'Path' entry and click 'Edit'. (Example: http://screencast.com/t/fpYioUMO)
 
The data in the "Variable value" field should look something like this:
 
C:\Program Files\Common Files\Microsoft Shared\Windows Live;C:\Program Files (x86)\Common Files\Microsoft Shared\Windows Live;c:\Program Files (x86)\Intel\iCLS Client\;c:\Program Files\Intel\iCLS Client\;C:\WINDOWS\system32;C:\WINDOWS;C:\WINDOWS\System32\Wbem;C:\WINDOWS\System32\WindowsPowerShell\v1.0\
 
What we believe may be missing for you is this segment (don't worry about comparing anything else of yours to the example posted above):
 
;C:\WINDOWS\system32 
 
 
If the line above is missing, please add the full line (including the semicolon) to the very end of the data in the 'Variable Value' field. (Example: http://screencast.com/t/XPSQOZaZGqe)
 
Click OK to save it, reboot your system, and try to run the game again.
 
-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

-Create a fresh Administrator Account

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

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

If that works, for some people, 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 GC3 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).

-'The Purge'

Please uninstall GC3 from Steam/Galaxy by following the instructions below.

STEAM: Right click GC3 in your Steam library and select "Delete local content":

http://sd.stardock.com/brad.ather/Jingimages/2014-09-30_1133.png

You will be prompted to delete the game(Dead Man's Draw is just an example):

http://sd.stardock.com/brad.ather/Jingimages/2014-09-30_1134.png

GALAXY: Left click GC3 in your Galaxy library and select More, Manage, Uninstall:

http://sd.stardock.com/brad.ather/Jingimages/2016-01-04_1039.png

You will be prompted to uninstall the game:

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 

After GC3 has been uninstalled, please press the Windows key and "R" at the same time. In the window that appears, paste the path below and hit enter:

  %userprofile%\Documents\My Games 

In the "My Games" folder, if there is still a folder remaining called "GalCiv3" please rename it so a new one will be generated.

Once again, press the Windows key and "R" at the same time, and use the path below:

  %programdata%\Stardock\ 

You should see a folder named "Galactic Civilizations III", please rename this as well.

Lastly, please navigate to the path below and delete the entire folder for GalCiv3:

STEAM: C:\Program Files (x86)\Steam\SteamApps\common\Galactic Civilizations III

GALAXY: C:\Program Files (x86)\GalaxyClient\Games\Galactic Civilizations III

Note: The path above assumes you've installed GC3 to the default Steam/Galaxy directory. You may need to adjust the path accordingly if it is installed to a non-standard location.

Restart your computer and reinstall GC3 using Steam/Galaxy. After it has completed the installation, please create a new save and let us know if you experience any further issues. 

III. Graphical issues

Also see updating your Video card drivers above. 

-Low Prefs:

For clients with low-end video cards (especially Intel PC's with only integrated Video), try running the game with some lower base settings to see if that resolves some of your issues.

Please download the following Prefs.ini file and unzip it in the location following:

http://sd.stardock.com/Support/games/GC3/LowSettings/Prefs.zip

Directory:

C:\Users\YOUR_USERNAME\Documents\My Games\GalCiv3

Gameplay Settings: http://screencast.com/t/0fY8D8OK

Galaxy Settings:  http://screencast.com/t/bY1JfuDbK

Try experimenting with these settings pointed out: http://screencast.com/t/pUNAl62jVs

 

-Black Screen while using a Microsoft Surface:

If you're running the game at fullscreen, or a non-native resolution, please change the resolution to the Surface's native resolution or run in windowed mode.

 

IV. Multiplayer 

If you are experiencing a consistent crash when trying to start a multiplayer game, have all of the players (not just the player getting the crash) try the following: 

1. Go to the [steam install directory]\steamapps\common\Galactic Civilizations III\
2. Delete "Designs" folder
3. Go to Steam
4. Right click "Galactic Civilizations III" in your library
5. Select Properties
6. Go to the "Local Files" tab
7. Click 'Verify integrity of Game Cache'
8. Steam will re-download the "Design" directory.  

V. Reporting an issue

If you have done all the above, we would like to get any and all information for resolving your issue.

**Please mention that you've gone through the entire troubleshooting guide if you continue on to submit a ticket to us.**

Names of ships, planets, starbases, map sizes, etc, are extremely helpful in our attempts to reproduce the issue. Also, at what point in the game it crashes (turn number and \ or 'when I changed this setting to') and any screenshots \ video clips that may help illustrate the issue are very helpful. Jing (free), can be used for this:

http://www.techsmith.com/jing.html

Support Tool (required for assistance):

Please download and run the following utility:

http://sd.stardock.com/Support/supportToolTest/SDSupportTool.exe (even if you have dowloaded the tool in the past, please download it again as it likely has changed)

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.

Send those files attached to the support ticket you will create.

To make the report, please go to http://esupport.stardock.com/index.php?/default_import/Tickets/Submit

Be sure to include a description of your issue and any steps to duplicate it. You can use the 'Attach Files' option to attach the files mentioned above. 

 

 

 

 

 

 

Run GC3

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