Game Loading Issue

Hi There,

My friend has tried to run CoH, installed from the download on the website, all installed correctly and all files match the ones that are on my system, my game works perfectly.

He is running it on a laptop that is running windows 7 and his spec is higher than mine on all levels so it should run correctly.

When starting the game, he get's to what should be the account selection screen but all he has is a black screen and a mouse cursor, the music is there and he can hear the selection noise while tabbing through the buttons and spaces ?

Any idea's ?

Thanks all

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It is a man's own mind, not his enemy or foe, that lures him to evil ways.
Buddha

That sounds like a video driver issue.

Ask him if his video drivers are up to date, and if they are if he has done a "clean install" of them?

If the answer is "yes" to both of those, there might not be a whole lot that can be done. We will need more technical information to proceed in that case. Running CoHHelper on that system and posting the log files here might be the easiest way to relay that information. A HiJack This log can be useful for ruling out software conflicts.

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My mate ran the CoH helper and this is what it came up with, any ideas folkes ????


ive run that program n this is what its come back with if u wanna post it on the forum,



Shadow Mode: Unknown (2147483647)

Shadow Map Shader: Unknown (2147483647)

Environmental Reflections: Unknonwn (2147483647)

Advanced Occlusion Settings: No

Ambient Occlusion: Off

Occlusion Strength: Unknonwn (2147483647)

Blur: Unknonwn (2147483647)

Ambient Resolution: Unknonwn (2147483647)





Gamma Correction: Unknown

Geometry Buffers (VBOs) Enabled: No

Suppression of FX When Camera Close Enabled: No

Close Suppression Range: 3.000

Show Advertisements: Yes



Audio Mode: Performance

3D Audio: No

FX Sound Volume: Unknown

Music Sound Volume: Unknown



Show Advanced Graphics Options: No

Overall Graphics Quality: Unknown

Reverse Mouse Buttons: No

Save Login Username: Yes

Transfer Rate: Unknown bytes/second

Current Game Version: 2120.201110150045.1.0

Installation Directory: C:\Program Files (x86)\NCsoft\City of Heroes



Mod files in the Data directory

No modifications found

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It is a man's own mind, not his enemy or foe, that lures him to evil ways.
Buddha

Please post the entire CoH Helper output instead of just the last part of it. The information at the beginning of the output is as important as the latter part and is sometimes more important.

Also, please post the HiJackThis logs as well.

If you need instructions on how to run them correctly and post the output to the forums, please read Hyperstrike's [Guide] Asking for technical help on the forums thread that is stickied in this forum section.

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If the game spit out 20 dollar bills people would complain that they weren't sequentially numbered. If they were sequentially numbered people would complain that they weren't random enough.

Black Pebble is my new hero.

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Please try and have your friend change his desktop resolution to the lowest and then restart the game, once inside the game have him go to windowed mode and adjust all of his ingame settings and log from the game, then change the desktop back to its default, then reload the game

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Don't be a mindless farm toon, we may need you on a non-soft SF someday. =)

ok this should b it now,



---System information gathered by CoH Helper version 0.2.0.2---

DxDiag gathered at November 1, 2011 16:19 (+00:00)
Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.110622-1506)
System Manufacturer: Dell Inc.
System Model: Inspiron 1525
BIOS: Phoenix ROM BIOS PLUS Version 1.10 A11
Central Processor: Intel(R) Pentium(R) Dual CPU T2390 @ 1.86GHz (2 CPUs), ~1.9GHz
Memory: 2048MB
.Net Memory Report: 965MB out of 2038MB available
Page File: 2714MB (1361MB currently in use)
C Drive: (WDC WD5000BPVT-22HXZT1) 346768MB out of 456357MB (75%) free
Windows directory location: C:\Windows
DirectX: DirectX 11
DirectX Diag version: 6.01.7601.17514 (64-bit version)

Display Notes: No problems found.
Sound Notes: No problems found.

No problems found.
Input Notes: No problems found.

Monitor:
Monitor's Max Resolution: (blank)
Video Device Name: Mobile Intel(R) 965 Express Chipset Family
Manufacturer / Chip: Intel Corporation / Mobile Intel(R) 965 Express Chipset Family
Video Memory: 358 MB
Driver Version: 8.15.10.1930
Driver Date: 01/01/0001 00:00:00
Driver Language: English

Sound Device Description: Speakers (High Definition Audio Device)
Driver File: HdAudio.sys
Driver Version: 6.01.7601.17514
Driver Date: 01/01/0001 00:00:00

Sound Device Description: Digital Audio (S/PDIF) (High Definition Audio Device)
Driver File: HdAudio.sys
Driver Version: 6.01.7601.17514
Driver Date: 01/01/0001 00:00:00


WMI Information
Motherboard Manufacturer: Dell Inc.
Motherboard Model: (empty)
Motherboard Product: 0U990C
Motherboard Version:
BIOS Manufacturer: Dell Inc.
BIOS Name: Phoenix ROM BIOS PLUS Version 1.10 A11
BIOS Version: DELL - 27d8030a
BIOS Release: 20080310000000.000000+000


Registry Information for Current User
Resolution: 10240x7684
3D Resolution: 10240x7684 (Not using renderscale)
Full Screen: No
Maximized: No
Screen Position: 0, 0
Refresh Rate: 60Hz
Vertical Sync Enabled: No


Physics Quality: Unknown (21)
Maximum Particles: 500000
Max Particle Fill? 10.000
Physics Card Enabled: No


Anti-aliasing: Unknown (2147483647)
Anisotropic Filtering: Unknown (2147483647)
Texture LOD Bias: Unknown (20)
Water Effects: Unknown (2147483647)
Bloom: Unknown (turned off)
Depth of Field Enabled: No
Desaturation Effects (Sepia) Enabled: No
Shader Detail: Unknown (0)


World Texture Level: Very High
Character Texture Level: Unknown (2147483647)
World Detail Level (Vis_Scale): 1.000
Entity Detail Level: Unknown
Shadows Enabled: No
Shadow Mode: Unknown (2147483647)
Shadow Map Shader: Unknown (2147483647)
Environmental Reflections: Unknonwn (2147483647)
Advanced Occlusion Settings: No
Ambient Occlusion: Off
Occlusion Strength: Unknonwn (2147483647)
Blur: Unknonwn (2147483647)
Ambient Resolution: Unknonwn (2147483647)


Gamma Correction: Unknown
Geometry Buffers (VBOs) Enabled: No
Suppression of FX When Camera Close Enabled: No
Close Suppression Range: 3.000
Show Advertisements: Yes

Audio Mode: Performance
3D Audio: No
FX Sound Volume: Unknown
Music Sound Volume: Unknown

Show Advanced Graphics Options: No
Overall Graphics Quality: Unknown
Reverse Mouse Buttons: No
Save Login Username: Yes
Transfer Rate: Unknown bytes/second
Current Game Version: 2120.201110150045.1.0
Installation Directory: C:\Program Files (x86)\NCsoft\City of Heroes

Mod files in the Data directory
No modifications found

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It is a man's own mind, not his enemy or foe, that lures him to evil ways.
Buddha

The problem is most likely in the video card drivers. I don't find any drivers on the Dell site for Windows 7 for that computer. Looking at the Intel site, the most current drivers are from October 2009.

Those drivers likely won't support the graphics upgrades that happened with Issue 17 in early 2010. It's hard to tell the date on the drivers that are installed since it's configured to use a different date format or localization setting than what CoH Helper looks at.

You could try having them log in using the game's Safe Mode settings (not Windows Safe Mode). If they can get logged in, they should then be able to set the game to the lowest settings and then log in in normally.

To start the game in Safe Mode, have them open the NCLauncher but don't launch the game yet. Right-click the entry for the game and select Properties. At the bottom of the screen, put a check mark in "Launch in safe mode" and click OK. Then launch the game. This sets it at the lowest graphics settings and should allow them to get in and set the graphics then exit the game, remove the "Launch in Safe Mode" check mark and launch the game normally.

If they can't log in using Safe Mode we'll definitely need to see the HiJackThis logs as well since there could be a program interfering with the game loading.

The game isn't going to look all that good with that graphics chipset as it is rather old, the drivers are old, and it isn't a graphic chipset designed for gaming.

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If the game spit out 20 dollar bills people would complain that they weren't sequentially numbered. If they were sequentially numbered people would complain that they weren't random enough.

Black Pebble is my new hero.