Troubleshoot: Game Crashes

Written By Chris Kaleiki

Last updated About 2 months ago

Our team has been hard at work looking through your crash logs and deploying fixes for various crashes. The following four are the cause for up to 90% of the crashes we're seeing:

1️⃣ Common Crash #1: Intel 13th & 14th Gen CPUs

The Issue

There’s a known microcode bug that requires a BIOS update. If your crash mentions decompression, updating your BIOS should resolve it. For more information on this issue, please read this article from Intel.

✨ How to Fix It

Follow these instructions from the Intel website, or check out this clip on YouTube on how to update your BIOS.

2️⃣ Outdated NVIDIA Overlay Driver (NVIDIA Users!)

The Issue

An outdated GeForce Overlay can cause a GPU/DirectX-related crash. Make sure your GeForce Experience app is up to date.

✨ How to Fix It

Follow the following steps, or check out this helpful YouTube video we found.

  1. Open GeForce Experience

    • Press Win +S and search for GeForce Experience

    • Click on it to launch the app

  2. Update GeForce Experience

    • Click on the Settings (⚙️ gear icon) in the top right

    • Go to the General tab and check for available updates

    • If an update is available, install it

  3. Update Your Graphics Driver

    • Navigate to the Drivers tab

    • Click Check for updates

    • If a new driver is available, click Download and then Express Installation

3️⃣ "GPU Crash Dump Triggered" Error

The Issue

This can be fixed by changing your DLSS settings from FSR to DLSS/DLAA in-game.

✨ How to Fix It

This can be fixed by changing your DLSS settings from FSR to DLSS/DLAA in-game.

Here's how to do it:

  1. Go to the Settings Menu

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  2. Click Video to show Video settings

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  3. Change Super Resolution Mode from FSR to DLSS/DLAA

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4️⃣ Easy Anti-Cheat Requires Reinstall

This error occurs when a DLL on your PC has become corrupted and is consequently considered to be "untrusted" by Easy Anti-Cheat. We recommend that you run through the solutions below:

  1. Restart your PC!

  2. Ensure the latest updates for Windows are installed

  3. Remove the Easy Anti-Cheat Certificates & Install/Repair Easy Anti-Cheat:

    1. Navigate to: C:\Program Files (x86)\Steam\steamapps\common\Project Honor\EasyAntiCheat\Certificates

    2. Delete the 'Certificates' directory

    3. Navigate to: C:\Program Files (x86)\Steam\steamapps\common\Project Honor\EasyAntiCheat

    4. Run the EasyAntiCheat_Setup installer and proceed as instructed

    5. Then use the 'Verify Integrity of Game Files' option. Click here for instructions.

  4. Perform a clean re-installation of your GPU drivers using the appropriate instructions below:

    1. How to Perform a Clean Re-Installation of Your NVIDIA GPU Drivers

    2. How to Perform a Clean Re-Installation of Your AMD GPU Drivers

  5. Run the Windows System File Checker using the instructions here: How to Run the Windows System File Checker

  6. Run an Anti-Virus scan, as it's possible that a virus is present on the PC. Easy Anti-Cheat recommend using Malwarebytes Anti-Rootkit: https://www.malwarebytes.com/antirootkit/

  7. If you have another PC in the household, you may be able to manually replace the corrupted DLL with a valid copy from another PC

  8. Make note of the "untrusted" DLL and enter it into a Google search. You should be able to work out which program the DLL belongs to by doing this, and you will then need to reinstall or repair the affected program

5️⃣ Other Crash

Over 90% of the crashes we’re receiving fall into categories #1-4, but if these don’t apply to you, then you may have an unrelated crash that we need to investigate personally. We’re happy to troubleshoot with you, so don’t hesitate to reach out!

If your game crashes and you see the "Crash Reporter" window, you’re good!

Rest assured, submitting the report through that system helps us gather critical data to deploy a fix if needed.

If your game crashes without the Crash Reporter appearing, we need your help!

Please manually submit your crash logs to us by following these steps:

  1. Navigate to your Steam library and go to the Eldegarde page

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  2. Click the ⚙️ Manage button top right under the Eldegarde banner

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  3. Go to Manage → Browse local files

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  4. Go to the 📁 ProjectHonor folder

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  5. Open the 📁 Saved folder

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  6. Open the 📁 Logs folder

  7. Submit your crash logs using this form.

    Alternatively, you can email your ProjectHonor client logs to support@playlegacy.gg, or attach them in a 📝 Discord Support Ticket

  8. We will try to get back to you ASAP with assistance! We are a small team without a real support staff, so we appreciate your patience! 🧡

How to "Verify Integrity of Game Files" in Steam

The 'Verify Integrity of Game Files' option is accessible via the Steam client and will ensure the installation is complete. An incomplete installation is likely to produce crashes, a loss of performance or other issues.

  1. Right-click Eldegarde in your Steam library sidebar

  2. Select 'Properties'

  3. Select the 'Local Files' tab

  4. Select the 'Verify the Integrity of Game Files' button

  5. When complete, close and reopen Steam

How to Perform a Clean Re-Installation of Your NVIDIA GPU Drivers

If you're experiencing GPU-related issues or crashes, we recommend performing a clean re-installation of your GPU drivers. This ensures all previous driver versions have been removed.

  1. Firstly, you'll need to locate and download the appropriate drivers for your GPU from the NVIDIA website: https://www.nvidia.com/Download/index.aspx?lang=en-us

  2. Next up, begin the installation and proceed until presented with the 'Installation Options' window

  3. Select the 'Custom (Advanced)' checkbox and proceed to the next step

  4. On the next screen you'll see a checkbox for 'Perform a clean installation', check this box and complete the installation as normal. Afterwards, please restart your PC

How to Perform a Clean Re-Installation of Your AMD GPU Drivers

If you're experiencing GPU-related issues or crashes, we recommend performing a clean re-installation of your GPU drivers. This ensures all previous driver versions have been removed.

  1. Open the Control Panel and select 'Uninstall a program'
    Please note: Older versions of Windows may refer to this option as Add or remove programs or Programs and Features

  2. Locate 'AMD Software' within your list of programs

  3. Right-click the program and select 'Uninstall'

  4. Once complete, please visit the AMD website to download the appropriate driver for your GPU: https://www.amd.com/en/support

  5. Continue the installation as normal, and restart your PC once complete

How to Run the Windows System File Checker

The Windows System File Checker will replace any corrupted Microsoft DLLs with the appropriate versions.

If you are running Windows 10, Windows 8.1 or Windows 8, run the Deployment Image Servicing and Management (DISM) tool using the instructions below prior to running the System File Checker.

Windows 10, 8.1, or 8

  1. Launch the 'Command Prompt' as an administrator

  2. If prompted for an administrator password or confirmation, enter the password or select 'Allow'

  3. Enter the command:
    DISM.exe /Online /Cleanup-image /Restorehealth

  4. Once complete, enter the command:
    sfc /scannow

  5. Allow the scan to complete, then restart your PC

Important: When you run the /Restorehealth command, DISM uses Windows Update to provide the files that are required to fix corruptions. However, if your Windows Update client is already broken, use a running Windows installation as the repair source, or use a Windows side-by-side directory from a network share or removable media, such as the Windows DVD, as the source. To do this, run the command below instead:

DISM.exe /Online /Cleanup-Image /RestoreHealth /Source:C:\RepairSource\Windows /LimitAccess

Note: Replace the C:\RepairSource\Windows placeholder with the location of your repair source. For more information about using the DISM tool to repair Windows, reference: https://docs.microsoft.com/en-us/previous-versions/windows/it-pro/windows-8.1-and-8/hh824869(v=win.10)?

Windows 7

  1. Launch the 'Command Prompt' as an administrator

  2. If prompted for an administrator password or confirmation, enter the password or select 'Allow'

  3. Enter the command:
    sfc /scannow

  4. Restart your PC once complete