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Thread: Shadow of the Tomb Raider - Support Guidelines [read me first]

  1. #1

    Shadow of the Tomb Raider - Support Guidelines [read me first]

    Hello everyone!

    Shadow of the Tomb Raider will release worldwide, respectively, on the 12th and 14th of September. We hope you are excited and that you may enjoy your time playing this third installment. No game launch is of course perfect, and some systems might encounter a technical issue when trying to run a new game. To help with any resolutions where required, we present you with this guide:

    Where to get official support
    This forum is primarily intended for users to share their experiences and help each-other to resolve problems. When you post about technical issues that are affecting you, please remember to post in the Technical Sub-forum in either the Steam or Square Enix discussion groups.
    Official support for the game can be contacted via the below links:

    Europe: http://support.eu.square-enix.com
    America: http://support.na.square-enix.com
    Japan: http://support.jp.square-enix.com

    For more information on Shadow of the Tomb Raider, please visit the official website: www.tombraider.com.

    To ensure you can all have a great experience with the game we will have staff from Nixxes monitoring these forums until the end of October 2018. However, if you require direct support on your specific issue, please use the above support links.
    Last edited by NixxesSoftware; 14th Sep 2018 at 16:22.

  2. #2
    First things to check before posting
    Specifically for PC gamers, before posting, we urge you to check the following:

    1. Install the latest drivers for your graphics card/chipset.
    Even if you are sure you have up to date drivers, please get the latest from your graphics card manufacturer and install them.
    For NVidia users, please ensure you have the latest driver. We recommend driver version 399.24 or higher. This can be found here: http://www.nvidia.com/Download/Find.aspx?lang=en-us.
    For AMD, please install AMD driver 18.8.2. This can be found here: https://www.amd.com/en/support
    For Intel, please find the latest drivers here: https://downloadcenter.intel.com/default.aspx please note that we consider the vast majority of Intel GPUs below minimum spec.

    2. Please keep in mind the minimum requirements for the game.
    Shadow of the Tomb Raider is the most advanced Tomb Raider game ever, and if you could run the previous game it does not automatically mean you can run this one (at the highest settings). We designed the game with a lot of bells and whistles for you to turn on, but you should feel quite happy running it without all of them.

    The minimum requirements for the game are:
    OS: Windows 7 64 bit
    Processor: i3-3220 INTEL or AMD Equivalent
    Memory: 8 GB RAM
    Graphics: Nvidia GTX 660/GTX 1050 or AMD Radeon HD 7770
    DirectX: Version 11
    Storage: 40 GB available space
    At minimum spec we expect you to be able to run the game on LOW settings at 30 fps/720p.

    Our recommended spec for 60fps/1080p average on HIGH settings is the following:
    OS: Windows 10 64-bit
    Processor: Intel Core i7 4770K, 3.40 Ghz or AMD Ryzen 5 1600, 3.20 Ghz
    Memory: 16 GB RAM
    Graphics: Nvidia GTX 1060 6GB or AMD Radeon RX 480, 8GB
    DirectX: Version 12
    Storage: 40 GB available space

    If you are having issues with performance, please refer to our performance recommendations info here: https://forums.eu.square-enix.com/sh...d.php?t=257739

    3. Please disable any additional (third party) software that might be getting in the way.
    This step is for both the game not starting, and Steam overlay not showing up. If your game does not start, close all third party software (such as desktop taskbar organizers/streaming software that 'hook' into the game window) and doublecheck your firewall/antivirus settings to ensure the game has the proper privileges. If Steam overlay is not showing up, doublecheck third party software through process of elimination.

    4. Please verify integrity of local files through Steam. For first time installation & every patch update!
    Right-click on Shadow of the Tomb Raider in your Steam game library, and select 'Properties'.
    Select the 'Local Files' Tab, and then select 'Verify Integrity of Game Cache'.
    Steam will verify all your files and will re-download any required in case there are corruptions.
    If you downloaded the game for the first time, or if you downloaded a patch update, do this step before making forum posts if the game is not starting properly.

    5. Please start the game at lower quality settings.
    On Steam, after the launcher appears on game startup, select Options, and reduce the resolution to the lowest possible setting as well as select quality level 'Lowest' in the *Graphics* tab. If the game runs correctly at those settings, selectively try upgrading settings to end up at a quality level that works for your machine.

    6. Please ensure your machine or graphics card is not overheating or running into problems due to being overclocked.
    Please use standard factory settings for your hardware to see if this resolves your problem.

    7. For DirectX 12, ensure you are running Windows 10.
    DirectX 12 does not work on Windows OS versions below 10.

    8. SteamLink controller support:
    On recent versions of Windows 10, Shadow of the Tomb Raider will use the new Windows.Gaming.Input APIs to support game controllers. This is used for a variety of controllers, and allows new features like the rumble triggers on the XboxOne controller to be supported. Unfortunately, some software that emulates controller input, like SteamLink, is not set up to handle this. To resolve this problem you can disable the use of Windows.Gaming.Input. This is done by setting the registry key 'Computer\HKEY_CURRENT_USER\Software\Eidos Montreal\Shadow of the Tomb Raider\Input\EnableWindowsGamingInput' to 0.

  3. #3
    What to do if none of the steps above have worked out for you
    If these steps did not help resolve your problem we would like to hear from you. The official support links are located at the top of this post, but you are also free to post here in the Technical Support sub-forum with the below information so the community may be able to help you:

    - Your system specs (CPU, GPU, RAM, OS) in the form of a DXDIAG file, see below.
    - GPU driver version used. If you have multiple GPUs (for example in a laptop) please provide information for both.
    - The game logs some information in a file called 'Shadow of the Tomb Raider.log' located at C:[...]Documents\Shadow of the Tomb Raider. Please provide the contents of this file.
    - When the game crashes crash information is left behind in this same Shadow of the Tomb Raider folder. Please provide the dumps for the time/date at which you had the problem that you are trying to resolve.
    - Please provide clear information on what exactly happens when trying to play the game on your machine. Do you manage to get into the launcher or does your issue already happen before that? Does the game always crash at a specific point in the game, or randomly after a certain time?

    Collecting a DXDIAG file
    Follow the steps below to collect the requested DXDIAG file.
    - Press the windows key and go to the search bar.
    - Type DXDIAG. The program will only appear after typing the full name.
    - Press enter to start the program. A new window will open.
    - Press the 'save all information' button. Windows will ask you where to save the file and what name to give it.
    - Supply us with the file, you can use any file storage site of your choice.

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