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PC Troubleshooting Guide

Sara Guinness
Updated
Tip: Start with the quick checks (restart, Windows update, graphics driver update, and file verification). These steps resolve many performance, crash, and launch issues.

Before you start

Performance issues (low FPS, stuttering, hitching, or input lag)

Try these steps first

Follow these steps in order:

  1. Restart your PC to close background processes that may affect performance.
  2. Update Windows and restart your PC if required.
  3. Update your graphics driver using the official NVIDIA, AMD, or Intel software for your GPU.
  4. Verify your game files through Steam or the Epic Games Store.
  5. Disable overlays and recording tools (Steam Overlay, Discord Overlay, Xbox Game Bar, GPU recording software), then test the game again.

If the issue continues

A) Low FPS throughout gameplay

  • Lower the resolution or graphics settings, if available.
  • Close resource-intensive applications running in the background.
  • If you’re on a laptop, connect it to power and select a performance-focused Windows power mode.

B) Stuttering or hitching

  • Check whether other applications are using significant CPU, memory, or disk resources.
  • Make sure your installation drive has sufficient free space.
  • If the issue started after a graphics driver update, check whether a newer compatible driver is available.

C) Input lag or delayed controls

  • Check whether V-Sync or an FPS limit is affecting responsiveness, if these options are available.
  • Disable overlays and recording tools to see whether they are contributing to the issue.

D) Performance drops after playing for a while

  • Check your CPU and GPU temperatures for possible overheating.
  • Close unnecessary background applications.
  • If your system is overclocked, test the game using your hardware’s default settings.

If you contact Support about performance issues

Include your PC specifications, graphics settings, where the issue occurs, and whether it started after a specific change to your system.

Startup issues (game won’t launch, closes immediately, or shows a black screen)

Try these steps first

  1. Restart your PC.
  2. Update Windows and restart if required.
  3. Update your graphics driver.
  4. Verify your game files through Steam or the Epic Games Store.
  5. Disable overlays and recording tools, then try launching the game again.

If the issue continues

A) Windows Security or antivirus blocks the game

Windows 11 Smart App Control (or another Windows Security feature) may block the game’s executable.

  • Check Windows Security for a notification identifying the blocked file or application.
  • Verify the game was installed through your legitimate storefront.
  • If you confirm the game executable is being blocked, review the available security options for allowing it to run.

Avoid disabling security protections without understanding the risks.

B) Custom launch options

If you’ve added custom launch options through Steam or the Epic Games Store, remove them temporarily and try launching the game again.

C) Background application conflicts

Close unnecessary background applications and retry. If the problem persists, a clean boot of Windows may help identify a conflicting application or service.

D) Reinstallation

If the previous steps don’t help, consider reinstalling the game. Back up anything important before removing the installation.

Crashes and freezes (crash to desktop or “stopped responding”)

Try these steps first

  1. Verify your game files through Steam or the Epic Games Store.
  2. Update your graphics driver and restart your PC.
  3. Disable overlays and recording tools.
  4. Return overclocked hardware to default settings for testing, if applicable.
  5. Restart your PC if you haven’t done so since applying changes.

If the issue continues

A) Crashes during gameplay or cutscenes

  • Lower the graphics settings, if available.
  • Close background applications that may be consuming system resources.
  • Check your CPU and GPU temperatures.

B) Crashes after longer play sessions

  • Check for overheating or system instability.
  • Test the game with your hardware running at its default settings.

C) Windows-level errors

Check Windows Event Viewer for an application error around the time of the crash, and include any relevant error details when contacting Support.

Advanced steps: A clean graphics driver reinstall or BIOS update should only be attempted if you’re comfortable with the process and can follow instructions from your hardware manufacturer.

Download, installation, or storefront issues

Try these steps first

  1. Check your internet connection and make sure your installation drive has enough free space.
  2. Restart Steam or the Epic Games Launcher.
  3. Check the storefront for any download or installation errors.
  4. Verify the game files through the storefront, if the game is already installed.
  5. Restart your PC and try again.

If the problem continues, contact the support team for the storefront you’re using. Include the exact error message and the steps you’ve already tried.

Contact Support

If you’re still experiencing issues after following these steps, select Submit a Request at the top right of our Help Center.

To help us investigate, include:

  • Storefront: Steam or Epic Games Store
  • Exact error message or code, if one appears
  • Description of what happens and when the issue occurs
  • Troubleshooting steps you’ve already tried
  • PC specifications: CPU, GPU, RAM, and Windows version

For persistent crashes, startup issues, or performance problems, please attach a DxDiag report if available.

If the issue occurs only in a specific scene or after a particular action, describe where it happens so we can better understand the problem.

Submit a request

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