[SOLUTION] Game doesn't run or Resolution issues

[Nick Thomadis]

If your game does not launch, you see a black screen and nothing happens, please try the following:

1. Verify integrity of game cache - because game files may became corrupted

Go to your Steam Library=>
Right click on "Ultimate General: Civil War =>
In the dialogue window select "Properties"=>

In the new window that appears, go to tab "Local Files"=>
Then click on "Verify Integrity of Game Cache".

A process starts to examine if game installation is missing some files. If this is true, they will be automatically re-acquired by Steam download service.

2. Install Microsoft Visual C++ 2010 Redistributable Package (x64) or (x86) 

You can find these files in our game folder, usually found in:
C:\SteamLibrary\steamapps\common\Ultimate General Civil War\_CommonRedist\vcredist\2010

or download them from Microsoft: 

https://www.microsoft.com/en-us/download/details.aspx?id=5555

https://www.microsoft.com/en-us/download/details.aspx?id=14632

Launch BOTH FILES x64 and x86.
Sometimes Steam doesn't automatically install but these are required files to run our game.

3. Delete Options files
Some of your custom changes in Options may not work because of corruption caused by a patch to the Option files.

You can delete the Option files, usually located in:
C:\Users\YOURUSERNAME\AppData\LocalLow\Game Labs\Ultimate General Civil War

Find this folder as follows:
Open Windows Command Prompt (press Windows + R), then type (or paste): 
%HOMEPATH%\AppData\LocalLow\Game Labs\Ultimate General Civil War

then delete the following:
controls.bin
ioptions.bin

Those files will be auto-generated when you launch the game.

4. Check your Antivirus
Depending on your Anti-Virus software and your custom system settings, the game can be blocked and not start at all. If you anticipate problems running the game, then disable your Antivirus to see if that helps. Your Antivirus may have added the game to its threat list and you will have to exclude it manually.

5. Uninstall/Install Video Card Drivers
Uninstall your video card drivers, restart your PC and install again the latest drivers. This solution has worked for some users and is typically a problem solver for any game. You can check for latest drivers in the following sites, depending on your card:

http://www.nvidia.com/download/index.aspx

http://support.amd.com/en-us/download

6. Delete Options from registry
Use „regedit“ application to find game's registry.

Find the application using Search of Windows system.
- When you open "Regedit" (Registry Editor) go to Edit=>Find from top menu.
- Search with the keyword "Ultimate General Civil War"
- After some time you should navigate automatically to the game's registry folder, usually found in such structure:
COMPUTER\HKEY_USERS\..\Game Labs\Ultimate General Civil War
- Delete everything inside this folder
- Registry should be now cleaned from corrupted files. You can install the game again to be sure that everything is up to date.

7. Resolution issue
If the problem is related to your monitor resolution then we advise to try the following:
- Change your Graphics Display Resolution on your system. There are plenty of online instructions depending on your system. You can search for example with keyword: "How to change resolution in windows 10".
- The resolution should be in "Recommended" setting, but you can try a different common resolution, that is supported by your monitor and attempt to launch the game again.

The following method worked for user "whiteadder86":
1. Switched PC graphics display resolution down from the recommended 1920x1080 to 1680x1050.
2. Opened the game successfully through Steam.
3. Used the game's options menu to switch the resolution back up to 1920x1080.
4. Then switched PC graphics display resolution back up to 1920x1080.

8. Crash report
If nothing from the above works, then select "Crash Report" when you launch the game from Steam and describe the problem. Your email will be used to contact you if needed.

[colcommissar]

What do I do when  this doesn't work?

[Nol]

On 20/11/2016 at 0:19 PM, Nick Thomadis said:

If your game does not launch, you see a black screen and nothing happens, please try the following:

1. Verify integrity of game cache - because game files may became corrupted

Go to your Steam Library=>
Right click on "Ultimate General: Civil War =>
In the dialogue window select "Properties"=>

In the new window that appears, go to tab "Local Files"=>
Then click on "Verify Integrity of Game Cache".

A process starts to examine if game installation is missing some files. If this is true, they will be automatically re-acquired by Steam download service.

2. Install Microsoft Visual C++ 2010 Redistributable Package (x86)

You can find these files in our game folder, usually found in:
C:\SteamLibrary\steamapps\common\Ultimate General Civil War\_CommonRedist\vcredist\2010

or download them from Microsoft: 

https://www.microsoft.com/en-us/download/details.aspx?id=5555

Sometimes steam doesn't automatically install but it is a required file to run our game

I'm afraid I'm having the same problem as colcommissar.  I've verified the integrity of the game cache and I've installed Microsoft Vicual C++ 2010 Redistributable Package (x86) and it still does not work.  The majority of the time it comes up with a black screen, sometimes it comes up with the loading screen and once I even got to the main menu but no further.  Every time it crashes it produces a folder with the files attached.  I've attempted to e-mail support but I've yet to recieve a reply.  Does anyone know of another solution?

crash.dmp

error.log

output_log.txt

[Nick Thomadis]

Added new solution:

3. Delete Options files
Because the game is still in development, some of your custom changes in Options may not work with a next patch and cause corruption to Option files.

You can delete the Option files, usually located in:
C:\Users\YOURUSERNAMER\AppData\LocalLow\Game Labs\Ultimate General Civil War

delete the following:
controls.bin
ioptions.bin

Those files will be auto-generated when you launch the game.

[colcommissar]

On 11/29/2016 at 9:15 AM, Nick Thomadis said:

Added new solution:

3. Delete Options files
Because the game is still in development, some of your custom changes in Options may not work with a next patch and cause corruption to Option files.

You can delete the Option files, usually located in:
C:\Users\YOURUSERNAMER\AppData\LocalLow\Game Labs\Ultimate General Civil War

delete the following:
controls.bin
ioptions.bin

Those files will be auto-generated when you launch the game.

Though the game has never been able to start since I bought it, I gave it a try anyways. I went to where the files should be, and the file is empty already

 

EDIT: After verifying the game files and reinstalling the redistributable package for the umpteenth time the game finally works!

Edited December 3, 2016 by colcommissar
Updated information, game works now

[Nick Thomadis]

New solution added:

4. Check your Antivirus
Depending on your Anti-Virus software and your custom system settings, the game can be blocked and not start at all. If you anticipate problems running the game, then disable your Antivirus to see if that helps. Your Antivirus may have added the game to its threat list and you will have to exclude it manually.

[vazco]

I've tried all of this, nothing works. My log files are attached. I just get a black screen and game's music once the game launches.

outputlog_2016.12.18_10.44.42.log

outputlog_2016.12.18_10.58.54.log

outputlog_2016.12.18_18.37.39.log

output.log

[sterner]

It seems that game content is corrupted. Verification of game cache integrity must help.

[vazco]

It doesn't help, Steam verification says all files are bing verified correctly. Reinstalling the game doesn't help either. What's more, game ran for me without problems for a while, then stopped launching.

[sterner]

Can you please send us whole Ultimate General Civil War folder ( C:\Users\YOURUSERNAMER\AppData\LocalLow\Game Labs\Ultimate General Civil War). It will help us to investigate your issue.

[vazco]

Below is an original content of the folder. Right now when I delete content of LocalLow and from Windows/Prefetch, new options.bin is not even generated. The result is always that the game won't launch.

Ultimate General Civil War.zip

[sterner]

We are going to release a patch in few days. There will be support of alternative renders. It seems that by a reason the game is not rendered. Maybe wrong target monitor is used. Also crash report will be added as an option. The crash report will collect and provide additional information required to help you.

[vazco]

Maybe this will be useful - when I launch game in OpenGL mode, I get a crash. I upload crash report below.

2016-12-19_230946.zip

 

Thank you for trying to help so quick 

Edited December 19, 2016 by vazco

[sterner]

Try DX9 option. Also, you can try to enter manually  -adapter N in steam game launch options. Where game will use specific adapter. 

N - is number of adapter.

[sterner]

OpenGL mode will be a part of coming patch, it doesn't work yet. 

[sterner]

Could you please send us dxdiag result.

https://support.microsoft.com/en-us/instantanswers/b319762b-f281-41b4-b746-d14de804b246/open-and-run-dxdiag.exe

[vazco]

I've tried launch options and DX9, it didn't work. DxDiag is in an attachment.

DxDiag.txt

[sterner]

Thanks, we will think what is a reason for your issue. Please wait, probably tomorrow there will be patch with OpenGL support.

Could you please let us know when the game stopped to run. Is it related to a game update?

[sterner]

Did you try to run the game in administrator mode as an option? Also, please try to reinstall or install the latest video card drivers.

[vazco]

Last patch didn't help, both in OpenGL and in standard mode results are the same. I think I installed new video drivers, and after that game started crashing. Tomorrow I will re-install them and check. I think nothing else changed in my configuration.

[sterner]

I will check tomorrow what else can affect and provide steps how to solve. Probably necessary to clean up registery, maybe something there blocks the game. 

[vazco]

Once I uninstalled video drivers, game started to work fine. After I installed them again, it still works well.

Edited December 20, 2016 by vazco

[sterner]

Great news!

[Nick Thomadis]

Added new possible solution:

6. Delete Options from registry
Use „regedit“ application to find game's registry.

Find the application using Search of Windows system.
- When you open "Regedit" (Registry Editor) go to Edit=>Find from top menu.
- Search with the keyword "Ultimate General Civil War"
- After some time you should navigate automatically to the game's registry folder, usually found in such structure:
COMPUTER\HKEY_USERS\..\Game Labs\Ultimate General Civil War
- Delete everything inside this folder
- Registry should be now cleaned from corrupted files. You can install the game again to be sure that everything is up to date.

[Nick Thomadis]

We have updated instructions for the following category:

2. Install Microsoft Visual C++ 2010 Redistributable Package (x64) or (x86) 

You can find these files in our game folder, usually found in:
C:\SteamLibrary\steamapps\common\Ultimate General Civil War\_CommonRedist\vcredist\2010

or download them from Microsoft: 

https://www.microsoft.com/en-us/download/details.aspx?id=5555

https://www.microsoft.com/en-us/download/details.aspx?id=14632

Launch BOTH FILES x64 and x86.
Sometimes Steam doesn't automatically install but these are required files to run our game.

If you are having trouble running the game, please try this solution first.