Game crashing immediately upon opening | Hello Neighbor Games | Page 1

modest umbra Nov 1, 2023, 12:50 PM

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the game crashes immediately after opening, even the main menu doesnt open, this issue has started only after patch 9. here are the crash report and my pc specs

EpicAccountId:a48b688e066044889d62b1261bd2f7ce

LowLevelFatalError [File:Unknown] [Line: 684] CommandQueue->Signal(FenceCore->GetFence(), FenceToSignal) failed at C:/UE/UE_RTX_4.27/Engine/Source/Runtime/D3D12RHI/Private/Windows/WindowsD3D12Fence.cpp:22 with error DXGI_ERROR_DEVICE_REMOVED

HelloNeighbor2_Win64_Shipping!FD3D12Fence::InternalSignal() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\D3D12RHI\Private\Windows\WindowsD3D12Fence.cpp:12]
HelloNeighbor2_Win64_Shipping!FD3D12ManualFence::ManualSignal() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\D3D12RHI\Private\D3D12DirectCommandListManager.cpp:276]
HelloNeighbor2_Win64_Shipping!FRHICommandListExecutor::ExecuteInner_DoExecute() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\RHI\Private\RHICommandList.cpp:367]
HelloNeighbor2_Win64_Shipping!TGraphTask<FExecuteRHIThreadTask>::ExecuteTask() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\Core\Public\Async\TaskGraphInterfaces.h:886]
HelloNeighbor2_Win64_Shipping!FNamedTaskThread::ProcessTasksUntilQuit() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\Core\Private\Async\TaskGraph.cpp:601]
HelloNeighbor2_Win64_Shipping!FRHIThread::Run() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\RenderCore\Private\RenderingThread.cpp:320]
HelloNeighbor2_Win64_Shipping!FRunnableThreadWin::Run() [C:\UE\UE_RTX_4.27\Engine\Source\Runtime\Core\Private\Windows\WindowsRunnableThread.cpp:86]

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my pc specs:
OS Name Microsoft Windows 10 Home Single Language
Version 10.0.19045 Build 19045
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name DESKTOP-K9JETVE
System Manufacturer Dell Inc.
System Model Inspiron 15-3565
System Type x64-based PC
System SKU 078E
Processor AMD A6-9225 RADEON R4, 5 COMPUTE CORES 2C+3G, 2600 Mhz, 2 Core(s), 2 Logical Processor(s)
BIOS Version/Date Dell Inc. 1.10.1, 03-09-2018
SMBIOS Version 3.0
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Dell Inc.
BaseBoard Product Inspiron 15-3565
BaseBoard Version A00
Platform Role Mobile
Secure Boot State Off
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume2
Locale United States
Hardware Abstraction Layer Version = "10.0.19041.3570"
User Name DESKTOP-K9JETVE\Dell
Time Zone India Standard Time
Installed Physical Memory (RAM) 8.00 GB
Total Physical Memory 7.45 GB
Available Physical Memory 3.43 GB
Total Virtual Memory 10.4 GB
Available Virtual Memory 5.53 GB
Page File Space 2.98 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and device is not Modern Standby, Un-allowed DMA capable bus/device(s) detected, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

serene trail Nov 1, 2023, 1:02 PM

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Hey, thank you for letting us know. Were you able to play the game before?

Sadly, it would seem that your PC, and more specifically your GPU, does not meet the minimum requirements.

Updating your GPU drivers and running the game at the lowest possible visual settings might allow you to play, so you can try this, too. However, crashes are still to be expected.

modest umbra Nov 1, 2023, 5:39 PM

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serene trail Hey, thank you for letting us know. Were you able to play the game before? Sad...

yes I was able to play the game perfectly before

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why is it no letting me to play now

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I never had any problem with the game before patch 9

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what happens is that the game crashes immediately upon launch

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not even the "press to continue" screen shows up

serene trail Nov 2, 2023, 9:49 AM

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Unfortunately, not meeting the minimum requirements makes it very hard to troubleshoot. However, please confirm that you're on the latest game version and GPU drivers, and let us know if you have any mods installed. Have you tried any other troubleshooting methods (e.g., reinstalling the game)?

Also, kindly provide us with your files at %USERPROFILE%\AppData\Local\HelloNeighbor2\Saved. The easiest way to do so is by compressing the folder.

modest umbra Nov 2, 2023, 10:05 AM

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serene trail Unfortunately, not meeting the minimum requirements makes it very hard to troubl...

yes I am on the latest version on the game, and thats what gives me problems since the older version(i.e. patch 8) works perfectly as intended and yes I did try reinstalling the latest version of the game and it still didnt help, I dont have any mods installed

modest umbra Nov 2, 2023, 10:07 AM

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serene trail Unfortunately, not meeting the minimum requirements makes it very hard to troubl...

which file?

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serene trail Nov 2, 2023, 10:10 AM

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All of them, actually. Best way to do so is to compress the whole "Saved" folder.

modest umbra Nov 2, 2023, 10:11 AM

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serene trail All of them, actually. Best way to do so is to compress the whole "Saved" folder...

Idk how to do that tho

serene trail Nov 2, 2023, 10:14 AM

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No worries; select all the files and folders (Ctrl+A), then right-click on them and select "Compress to Zip file." Finally, drag and drop the .zip file on our chat here or on a DM. 🙂

modest umbra Nov 2, 2023, 10:20 AM

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serene trail No worries; select all the files and folders (Ctrl+A), then right-click on them ...

its coming "compress to rar file"

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is that ok?

serene trail Nov 2, 2023, 10:26 AM

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Absolutely! 🙂

modest umbra Nov 2, 2023, 10:32 AM

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serene trail Absolutely! 🙂

here it is

📎 Saved.rar

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will this help?

serene trail Nov 2, 2023, 10:48 AM

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modest umbra will this help?

Hopefully, yes 🙂 We'll look into it and let you know.

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I couldn't help but notice that your SaveGames folder contains a lot of files. Could you try deleting the contents of this folder and then starting the game? While your progress might be lost, you can always recover it through the file you shared with us or through one of our own save files.

modest umbra Nov 2, 2023, 10:54 AM

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I will try

modest umbra Nov 2, 2023, 10:58 AM

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serene trail I couldn't help but notice that your SaveGames folder contains a lot of files. C...

it still doesnt work...

modest umbra Nov 2, 2023, 11:17 AM

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is there anything else we can do?

serene trail Nov 2, 2023, 11:21 AM

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modest umbra is there anything else we can do?

There are no more suggestions at this moment. Our devs are looking into the files you shared in hopes of a potential solution. I will update you when we have anything to share.

modest umbra Nov 2, 2023, 11:52 AM

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ok

modest umbra Nov 2, 2023, 4:16 PM

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it still doesnt work after the hotfix 2

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what should I do

modest umbra Nov 2, 2023, 4:54 PM

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serene trail There are no more suggestions at this moment. Our devs are looking into the file...

any updates?

modest umbra Nov 8, 2023, 12:25 PM

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serene trail There are no more suggestions at this moment. Our devs are looking into the file...

hey should I upgrade my GPU?

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then would it work?

serene trail Nov 8, 2023, 12:52 PM

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Hey! 🙂

Is your PC a laptop, by any chance?

modest umbra Nov 10, 2023, 12:37 PM

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serene trail Hey! 🙂 Is your PC a laptop, by any chance?

yes

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so

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should I upgrade?

serene trail Nov 10, 2023, 1:16 PM

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Sadly, most hardware, and especially GPUs, are (almost) impossible to upgrade on laptops.

modest umbra Nov 10, 2023, 2:28 PM

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serene trail Sadly, most hardware, and especially GPUs, are (almost) impossible to upgrade on...

then what else can I try?

modest umbra Nov 10, 2023, 2:29 PM

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serene trail Hey, thank you for letting us know. Were you able to play the game before? Sad...

you only told me to update the GPU tho

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you told its possible

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its possible only on desktop?

serene trail Nov 10, 2023, 2:41 PM

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modest umbra its possible only on desktop?

The graphics cards of laptops are integrated with the motherboard, with no option to be removed/replaced. This is something doable on desktop computers.

modest umbra Nov 10, 2023, 3:24 PM

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serene trail The graphics cards of laptops are integrated with the motherboard, with no optio...

no, Im not talking about the hardware

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can we not update drivers like this https://www.avg.com/en/signal/how-to-update-graphics-drivers

How to Update Graphics Drivers in Windows 11, 10, 8, and 7

Learn how to update your graphics drivers on Windows 11, 10, 8, and 7 to instantly boost the performance of your PC and enjoy new features.

serene trail Nov 10, 2023, 3:28 PM

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You meant to upgrade your GPU drivers! Of course, that is both doable and always the first thing you should do if you experience crashes with any game. As this is a laptop, you might want to refer to the site of Dell for the latest drivers.

modest umbra Nov 10, 2023, 4:05 PM

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Im def going to update my drivers then

modest umbra Nov 18, 2023, 2:21 PM

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serene trail You meant to upgrade your GPU **drivers**! Of course, that is both doable and al...

hey

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I updated my drivers

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they are upto date now

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but still, its not working

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it shows this

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@serene trail pls help....

clear trench Nov 18, 2023, 2:56 PM

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Hi, can you try replacing these config files under %localappdata%\HelloNeighbor2\Saved\Config\WindowsNoEditor ? These force the game to use dx11 and the lowest details possible, it might help in your case.

📎 GameUserSettings.ini 📎 Engine.ini

modest umbra Nov 18, 2023, 4:59 PM

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clear trench Hi, can you try replacing these config files under %localappdata%\HelloNeighbor2...

ummm, how do I do this?

clear trench Nov 18, 2023, 4:59 PM

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Download those files I sent, then navigate to that location and replace the files with the same name as those I sent

modest umbra Nov 18, 2023, 5:00 PM

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got it

modest umbra Nov 18, 2023, 5:41 PM

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clear trench Hi, can you try replacing these config files under %localappdata%\HelloNeighbor2...

nope, doesnt work

clear trench Nov 18, 2023, 10:58 PM

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Ah well that's a shame. I don't really think you got a different option but to upgrade your specs.

modest umbra Nov 19, 2023, 11:49 AM

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clear trench Ah well that's a shame. I don't really think you got a different option but to u...

well

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it works now

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and, you know what I did

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when I open the game with my laptop plugged in, it opened

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but you dont have to keep it plugged in to play the game

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you need to plug in only for it to open

unique locust Nov 19, 2023, 12:01 PM

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don't play with your laptop unplugged, your laptop was in eco mode for the battery and is not using all the performances

modest umbra Nov 19, 2023, 12:01 PM

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unique locust don't play with your laptop unplugged, your laptop was in eco mode for the batte...

no no

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I dont "play" with my laptop plugged in

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I only "open"

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after I open the game, I can unplug

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it works fine

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I just need to plug in my laptop for 2 seconds to open the game and I can unplug instantly

unique locust Nov 19, 2023, 12:03 PM

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but you can't play long, it limit the performances

modest umbra Nov 19, 2023, 12:05 PM

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dude

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I dont play with my laptop plugged in

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do you understand me?

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I can play the game unplugged

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I just need to plug in for opening the game which just takes 2 seconds

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I keep my laptop plugged in only for 2 seconds

#Game crashing immediately upon opening